Items in my inventory with stock are showing up as unavailable with 0 stock on my site. Why?

[tncli]

Ok so I've been trying to solve this problem with various methods. Some work, some do not.

I have several items in my store that for some reason have stock but my Square website doesn't seem to recognize it.

For example. An item has a stock count of 200 but my website says the item is out of stock and unavailable.

It has all the correct information though. The online visibility is set to visible. The tracking is on. The category is also visible. My store's location has been corrected so it is physical and not mobile.

Some methods that have worked in the past included duplicating the item and creating a payment link for some reason. Neither seems to work now (this doesn't even include items refusing to show up on the website).

I have also tried adjusting the stock in varying ways to see if that changes things. I've done it by hand directly in the item's page and I have also created purchase orders to restock and nothing seems to provide a result.

I've reached out to customer support and they were helpful in showing that things on my side were fine (aside from the location being set to mobile which was fixed) but nothing has been resolved unfortunately.

This has been causing issues for at least a couple of months now and I have exhausted my sources so here I am.

Anyone have any ideas?

[ryanwanner]

Hello @tncli !

I have found that sometimes your fulfillment methods can cause stock issues like you're seeing. Make sure that each troublesome item has the correct fulfillment methods chosen. If your items have shipping enabled but your site's shipping is not configured, it can throw errors like you're seeing.

After that, you may want to consider unpublishing your site, waiting for about 30 minutes, then republishing the site. That will force the servers to resync everything and hopefully solve your issues.

Hope this helps!

[Sammie_C · Accepted solution]

I appreciate your insight on this, @ryanwanner! I think these are great tips to try.

I also wanted to pop on here to welcome you to the Square Community, @tncli! If for some reason, @ryanwanner's tips don't fix this for you, I would recommend giving these steps a try as well:

1. Go to Account & Settings > My Business > Locations. Is the location type Mobile?

• If so, change it to Physical.

2. From Account & Settings > My Business > Locations, does every location have business hours, an email, and a phone number?

• If not, please complete all fields with valid info.

3. From Account & Settings > My Business > Locations, copy each location address into this Address Validation Tool.

4. Go to Online > Settings > General. Is the Store Information completely filled in?

• If not, please complete all fields with valid info.

5. Go to Items > Item Library. Are there two or more items with the same name?

• If so, delete or rename all duplicate items.

6. Go to Items > Categories. Are there two or more items with the same name?

• If so, delete or rename all duplicate items.

Typically when these steps are all double-checked, syncing issues are usually resolved. If not though, please let me know and I can escalate this for you.

[tncli]

Hi Sammie_C

I actually did most of the steps (1-4) after doing a lot of research prior to my post here. I'll try looking at the items and categories though. Thank you for the input

[tncli]

Thanks for the reply! Our settings for shipping are configured, and I believe we are currently attempting to republish the site. Hopefully that helps.

[DinaLRosenberg]

Did it work? Curious!!

[tncli]

Unfortunately it was not a long term fix...

It certainly did not hurt though.

[Swanlka23]

I’m currently stuck in this boat and have been on support calls and chats for close to 6 hours today! Still have no solution and I’ve tried everything suggested prior to finding this, has anyone had any luck? I missed out on a big sale today! 

 

[ryanwanner]

Hello @Swanlka23 ! 

I just went to your website and tried to order The Lotus and I saw no issues with adding it to the cart. Looks like all is well now! More than likely there just was a delay in data entry and it showing live on the website. I've seen this happen when you're doing a lot of updates at once. 

[Swanlka23]

Hi! Thanks for checking, it’s still not working on my end but every like 15th time it lets me but there’s still problems about 90% of the time and especially if I try to add more than one item 😞 

It’s not just the Lotus either I just clicked a random one The Aggie and The Hayley and it did the same 

[ryanwanner]

@Swanlka23  Okay, I checked the other two you mentioned. The Hayley added to the cart fine, but the Aggie did not. I got the out of stock issue on this one.

Here's what I noticed: your DNA modifier group is showing as an optional entry on the Lotus and The Hayley and as a required group on the Aggie. Since everything else looks the same on the items, I'd say start here. Try making the DNA modifier group as optional on the Aggie and let's see if that solves things.

As for these not working on your browser, I recommend clearing the cache and restarting your browser or using an incognito mode for testing so it doesn't get stuck trying to pull an old version of things.

[Swanlka23]

 

[Sammie_C]

I am sorry to hear you are dealing with this! Are you having this issue with all of your items, or just this one?