Overview
Updates usually occur within a minute of the change. The following checklist will help you quickly isolate whether there is a delay or linking problem preventing a product from updating as expected.
Example: A product price has been updated in your POS, but that price has not shown up on Shopify yet.
Check each of the items on this checklist. Most concerns can be resolved by resyncing the product in question. If the problem persists after that, our support team can get to the bottom of it.
Troubleshooting checklist
Additional considerations by POS
How to Fix
Check for a product linking error
Navigate to the product or variant in Shopify.
Confirm the SKU and barcode fields are correct and edit if needed.
Use View in POS (found in the More Actions menu) to see what the product or variant is currently linked to.
Based on what you find:
Linked to the wrong item or matrix — Use Unlink from POS (also in the More Actions menu) to break the link, then save the correct item or matrix in your POS to resync and relink.
Not linked at all — Save the item or matrix in your POS to trigger a resync and establish the link.
Linked to the correct item or matrix — The link is not the issue. Continue with troubleshooting below past step 5.
After resyncing, wait a few minutes and use View in POS again to confirm the correct link is in place.
Learn more: "Unlink from POS" action
Check settings
Ensure that product and pricing updates are ON
Learn more: Mortar Advance Settings > Products and Variants
Check for delays
Check your status page to see if a bulk update to customers or products is in progress. Ask your colleagues if anyone has updated a lot of customers or products recently. 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.
Learn more: Status Page
Lightspeed Retail imports
Imports using Lightspeed's import tool do not reliably get sent. Resolve this by using the Mortar Shopify extension to trigger a resync for the products.
Learn more: Resync product and variant details on-demand
Heartland Retail users with custom grid dimensions
Custom grid dimensions like flavor, scent, strength, etc., must also be entered into one of the custom fields mapped to Accumula for size, color, or third on your Heartland Retail Products settings.
Still have an issue? Contact Support
Let's connect over chat to review a specific product example and figure out what's going on.
Additional Links