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.

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.

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Ensure that product and pricing updates are ON

Learn more: Mortar Advance Settings > Products and Variants
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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
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Usually, you can identify a mismatch if the product details, price, or inventory are not what you expect after triggering a resync with the Mortar product resync action in Shopify.
​Learn more: Resync product and variant details on-demand
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If a product shares the same SKU or UPC as another product, the product may be linked to a different product than you expect. Mislinked products need to be unlinked using the Mortar unlink product action in Shopify before correcting the SKU or UPC and relinking.
​Learn more: "Unlink from POS" action
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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
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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.

Let's connect over chat to review a specific product example and figure out what's going on.
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