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Updates to products are not showing up
Updates to products are not showing up

If a product is not updating as expected on Shopify, there are only a handful of possible causes.

Updated over a week ago

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 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

Check for a product linking error

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

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

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.


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