Sold Out Inventory

[thebaubleeffect]

Why are people still able to buy from my on-line store if the item has 0 inventory.  I want the item to say sold out and not be able to order.  I just had to cancel an order where a woman purchased 4 of an item I have 0 inventory for.  I have gone over the options over and over and I just can't figure it out.  Thanks!

[Goldneye · Accepted solution]

HI, you need to track inventory.  When the " -- " is displayed in the Stock column, the system acts as if there is unlimited inventory.

Online Dashboard, Items, Item Library, Edit Item, click Stock column popup for Update Stock

[thebaubleeffect]

I have done that from the very beginning.  On this particular item I only had one in stock.  Sold it.  Have 0 in stock.  Yesterday someone order 6 of them and paid.  A few days before someone ordered 4 and paid.  I just don't know what to do.  I was told not to delete items that are sold out because of Googles indexing.  Don't want people to get an error code when looking for products.  

[Goldneye]

HI, can you please share a screenshot of the item edit page? and Link to the item in your store?

[circuitcoffee1]

Hi! We have this same issue especially with our weebly site and square syncing. It’s completely random at when an item will “oversell”. But customers  are  very unhappy. After reaching out to tech support there’s been no help. 

[HEUKEvents]

Have these issues been resolved? Having the same issue and tried the above suggestion, still doesn't work

[WineSneak]

This is a mess. We have items with plenty of inventory that show LOW STOCK. We items with zero inventory that do not show SOLD OUT. 

And there is absolutely ZERO response from Square. We are looking to migrate.

[HTVFDAuxiliary]

This is a problem we are experiencing now. We had 100 items and it oversold by 17. Not very customer friendly when you have to refund because inventory is not keeping up with transactions.

Has anyone figured out a resolution for this problem?

[JJ_]

Oh no, @HTVFDAuxiliary

Firstly, welcome to the Seller Community, and sorry to hear that you're here because you've run into trouble. We recommend checking to make sure that both your app and your mobile device itself are up-to-date. If everything looks good there, you'll want to reach out.

If you haven't already, your best bet is to get in touch with us directly, so that a member of our eCommerce team can dig in with you as each scenario while similar has its nuances. When you have a moment, please reach out directly by logging into your Square account and heading here.

[HTVFDAuxiliary]

JJ,

I am not using an ap or mobile device. I am entering the Square platform through the internet on my laptop. As for contacting Square directly, I have been in contact with them three times. First two times I was told the problem was fixed. The last time I was told it was bumped up to the advance team and I got the message I needed to update my app or mobile device, which I explained than as I am now, that I am not using an app or mobile device. I create an item in square, copy the link and post that in Facebook. I don't use anything else to create the item or link; I only use Square.

As I explained, it is like Square inventory cannot keep up with the demand.

[JJ_]

Thank you for the clarification @HTVFDAuxiliary.   So my understanding is that you created an Item and set the stock to the amount you had in hand. Then created a Checkout link and posted it on Facebook. 

The situation then was that the items sold on Facebook were beyond the stock you had entered on the item page when you were creating it. 

Was this really the case? If not then can you outline the process you go through before posting on Facebook and selling through your link there? 

[HTVFDAuxiliary]

JJ, yes, you are correct. Everything was created in square and posted on Facebook. Items sold on Facebook oversold the inventory. ~ Judy

[JJ_]

My apologies for being so persistent with this but could you share your process of creating an item until you share it on Facebook? 

To give you a bit more details about what I am trying to do is replicate your process to confirm if the system allows me to oversell the item. I tried your item (the one that shows negative) and it said the item was out of stock and didn't allow me to proceed (how it should've behaved once it got to zero).

I will keep an eye out for your reply @HTVFDAuxiliary

[HTVFDAuxiliary]

The steps I take is to create a new item in square, I include in the item the inventory number and create a checkout link. I copy the item description, which includes the checkout link, and copy it to facebook. 

I do this with all items and only some items do not have the inventory updated and an oversell is created. The last three times this has happened, the items sold out in about 45 minutes. Again, it is random. I have other items created the same way and have no issues.

Judy

[HTVFDAuxiliary]

I created a new item to post later today, but now when I check the link it shows out of stock instead of 32 items in stock. I’ve seen this before, but would wait 5 minutes and it would finally update to my stock number. It has now been 45 minutes and still hasn't updated.

HELP!!!!

[JJ_]

Can you share which Item is being affected by this @HTVFDAuxiliary? Typically I would recommend that for urgent or timely matters you reach out to our support team here but thankfully I have a moment here to assist you. 

[HTVFDAuxiliary]

It is Item #231. I just checked the item library and see the stock is now set at 0. I am not sure if someone is working on this issue and put it at zero. I am confused as I've been communicating with you and someone with support named Byron. 

[JJ_]

I am not able to take action on your account on this platform. Since you mentioned you are also working with Support I do recommend reaching out to them. As a reminder, they can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here