Overview
The following checklist will help you quickly isolate common reasons why a product might not upload as expected.
How To Fix
Checklist
Check that your product is both tagged and active.
Make sure you have added the "add" tag, unarchive the product if it's archived.
Check, if the product has variants, that your Matrix or Grid product are both tagged and active
Make sure to add the "add" tag your Matrix or Grid product, and unarchive the Matrix or Grid if it's archived.
Learn more: Using tags to manage Shopify products
Check that each SKU/UPC is unique.
If a product shares the same SKU or UPC as another product, the product may match to an existing product rather than upload as a new product. You must make sure that each product matching field is unique. If you believe there are duplicates, contact Mortar support via chat or [email protected] for assistance.
Check the number of variant options.
If you are adding to an existing product, the online product must have the same number of variant options as the product in the POS. In this case, you must update either your POS product or your online product to have the same number of options in order for new variants to be uploaded.
Check for missing variant options.
In some cases, an option may appear as blank. Make sure each POS variant option is filled in: size, color, and third (if you are using it).
Check that each variant option is unique.
Your online store may reject a new variant if it has the same combination of size and color as an existing variant already online. If you find a duplicate combination, you must either update the options so they are unique or archive the offending variant. in your online store
Heartland Retail users with custom grid dimensions.
Custom grid dimensions like flavor, scent, strength, etc., need to also be entered into one of the custom fields mapped to Mortar for size, color or third on your Heartland Retail Products settings.
Using a special feature tag.
A special feature tag like "groupbycolor" is uniquely complex. In these cases the solution is to delete the related products from your online store and resave it in the point of sale to re-upload them to your online store.
Last quick checks
After checking through your products, there are a few "Is it plugged in?" questions to ask that will verify that your account isn't simply delayed or set not to upload products.
Check for bulk product updates in progress
Check your status page to see if a bulk update is in progress or ask your colleagues if anyone has updated products in bulk lately. If so, be patient, your changes are in the queue and already on their way. 1000s of product updates can take some time to process.
Still having issues? Contact Support
Let's connect over chat or email [email protected] to review a specific product example and figure out what's going on,