Online item showing as "Not Available" despite stock

[penrhynpa]

Hi, 

The items on my square shop are showing as "Not available" despite the stock showing as available to sell in Square Dashboard. 

I have added price and stock amount for each variation. When I select a variation that has more than 1 item available, it allows me to increment count and also increments in the amount in the button. 

But the button instead of going to "Add to Basket" stays disabled and "Not Available £20"
https://penrhynparentsassociation.square.site/product/summer-dress/13?cp=true&sa=false&sbp=false&q=f...

What am I missing?

[Sammie_C]

Hi @penrhynpa, I see you are new to the Square Community. Welcome! 

I went ahead and reached out to our eCommerce team to take a look. They worked their magic on their side and they said this issue should be resolved.

Please let me know if this fixed this for you!

[penrhynpa]

Hi Sammie_C, 

Thanks for getting back to me. However the issue isn't resolved. I had to re-add most items yesterday which seemed to resolve it. 

However, one item that haven't re-added has still got the issue: https://penrhynparentsassociation.square.site/product/waterproof-coat-green/15?cp=true&sa=false&sbp=...

Also, I now have this issue of an item that is not in my item library but still won't go away from the site: https://penrhynparentsassociation.square.site/product/belted-tunic-p5-p7/11?cp=true&sa=false&sbp=fal... 

This seems to be an issue with item sync to me? Please suggest

[Sammie_C]

Thank you for reaching back out, @penrhynpa! I am sorry to hear this is still occurring. I went ahead and re-escalated this over to the corresponding team. As soon as I hear back from them, I will reach back out here promptly.

[Sammie_C · Accepted solution]

Hello again, @penrhynpa! I heard back from our eCommerce team and they believe they got this figured out for you.

For the first item you shared: you will need to login to Squareup.com > Followed by clicking on "Items" > Then click to edit your Waterproof Coat Green item > Scroll down to Fulfillment, where you will see see the following (in highlighted grey):

 

You will then need to select a viable fulfillment option, so that your site is setup currently to accommodate.

For the second item you shared: you will need to log onto your Square Online account > Go to "Settings" > Select "General" > Then you will need to fill in your store information (see screenshot below).

If this information is not included, this can affect item syncing.

It may take a bit of time for this to sync over, but this should fix this issue for you. If for some reason this is not corrected, please let me know and I can take another look for you.

[penrhynpa]

Thanks @Sammie_C. The issue with the green waterproof coat has been solved, yay.

I have also updated the address in general settings as suggested and will check tomorrow if item sync is back on track. 

[Sammie_C]

This is great news, @penrhynpa! Keep me posted on if the sync is working as intended.

[penrhynpa]

Hey @Sammie_C , Unfortunately the sync hasn't worked as expected and the item is still showing up on the site.

It might need to be deleted explicitly from the DB by the customer support team. 

[Sammie_C]

Sorry to hear this, @penrhynpa! I reached back out to our corresponding team and they went ahead and reindexed your site. They said to allow up to an hour or so for everything to fully process. Could you keep me posted if that solves this after that point?

[penrhynpa]

@Sammie_C : Sorry, I was in holidays. Thanks for chasing this up. The issue is now fixed. 

[Sammie_C]

Thank you for letting me know, @penrhynpa! If you end up having any other questions or concerns about this or anything else Square, please feel free to reach out.