Website VS inventory: Items not visible, items are out of stock when they're not

[Alice_P]

HELP!
I have spent a week going round and round square settings.
I have items that should be visible on the website that are not.

Hidden items visible.

& lots of items saying "out stock" or "low stock" "only 4 remaining" when there is definately more than that.

And changes to item names are not syncing...

I have checked:

- All location / pick up & local delivery settings

- Made sure items were in the correct catagory (not some weird duplicate)
- Made sure all items have enough "available" stock

- Unchecked & rechecked the "visible" over and over again.

- turned tracking on & off

- removed all "low stock alerts" on each item and found a low stock automatic thing somewhere(dont ask me where) and changed the "low stock alert" to 0

I am about to just export all my items, triple check the settings and re-upload and start again.

My biggest stress is though as a small business thats been stuggling - and is finally finding its feet - our website is completely undermining this process - and our current best big volume sellers are either not on the website at all, or showing out of stock... just when I marketed the crap out of them.

[Alice_P]

UPDATE:

I have gone through the troubleshooting on the Square Help thing.
And I exported, tweaked and re-uploaded - overwriting existing library all my items.
The same problems persist.

[Alice_P]

UPDATE 2:

Item details in the website editor DONT have catagories for one particular item that is not showing.
I just made a new item - and the same problem.
It seems to be a syncing issue?

But also the item Ive changed title / price on - in the web item details - its correct and up to date - but on the website its still the old version...

[Katie_SQ]

Hi @Alice_P,

Sorry to hear about the issues you're experiencing here.

To assist you better, could you please confirm the names of all the affected items?

Additionally, for any items displaying the incorrect stock, please confirm:

- The name of the item,
- The stock amount currently displayed on the website
- The stock amount that should be displayed

Thank you! I'll be on the lookout for your reply.

[Alice_P]

Hi Katie,
Im just waiting on a call from customer support.

But what I know of (although there are several problems)

A GRAD E - saying 4 in stock, when there are 10
BLACK MULCH $50m3 - still saying Shredded Mulch @ 30m3 (I made this change over a week ago, it says BLACK MULCH on the page / item details in the back end, but website still says SHREDDED)
COMMON FIREWOOD - just not up there
REDGUM - still displaying title as "Red Gum" and 0 stock when there should be 25+

A new item I made just to confirm the issue: SMYTHESDALE 7MM QUARTZ - still not displaying.

Looks like general website changes are fine (adding text, changing navigation, adding sections, changing featured items and catagorie ect) BUT the 2 items not displaying (COMMON FIREWOOD & SM. 7MM QUARTZ) won't be added to "featured items / catagories" I can see them on the list, but they just wont be added.

I also noticed for the COMMON & QUARTZ items that in the item details whilst in the website editor - there is no catagory. But they definately both have catagories in the "item" on the main site thing.

[Alice_P]

Hi Katie - I was promised a call back like 30min ago, and it doesnt seem to be happening - you are my only hope.

[Katie_SQ]

Thanks for those details, @Alice_P.
 

I've looked into the issue and can confirm that our Engineering team is actively working on a solution. Unfortunately, I'm unable to resolve this directly, as it is a known issue that only our Engineers are able to address. 

I can see that your site has been reviewed by our Engineers again this morning, and I've reached out to our Advanced Support team for an update. As soon as I have more information, I'll reach back out to you here. 

Thank you for your patience in the meantime. 

[Katie_SQ]

Hi @Alice_P,

I just wanted to follow up and let you know that our team is still investigating this issue for you. Once I've got more news on this, I'll be in touch.

Thank you again for your patience!

[Katie_SQ · Accepted solution]

Thanks for your patience, @Alice_P.

Our team have been able to identify the cause of these issues and resolve them from their side, so I just wanted to check in and confirm that everything is now working as expected for you now.

If you have any other questions or need further assistance, please let me know!