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Troubleshooting
Step-by-step guides for resolving issues
26 articles
Contacting SupportLike to figure it out on your own? Check out our help center. Need to talk to a human? Check in with us over chat. Mortar is here to help!
Adding new locations in MortarHow to activate a new shop location.
Products
Troubleshooting product details
Search, sort, and filter results on the product pageQuickly search and filter the products page to locate any product
Trouble adding a product to ShopifyIf a product is not uploading as expected to your online store, there are only a handful of possible causes.
Updates to products are not showing upIf a product is not updating as expected on Shopify, there are only a handful of possible causes.
"Unlink from POS" actionUnlink a product if you want to change or manually reset a product's link to your POS.
Resync product and variant details on-demandUpdate Shopify product and variant details on-demand from the Shopify Product List page using bulk actions.
Required product - "No Product Found"Mortar attempts to find each product on a Shopify order in your POS. If it cannot find a product it will use the "No Product Found" product.
Using CommentSoldSetup and best practices when using CommentSold, Shopify & Mortar
Inventory
Troubleshooting inventory levels
Product inventory doesn't matchIf inventory is out of sync, quickly refresh with a Shopify product action or by saving the product in your POS.
Resync inventory to Shopify on-demandUpdate Shopify variant inventory levels on-demand from the Shopify Product List page using bulk actions.
Fix a Lightspeed Retail (R-Series) Item's inventoryIn Lightspeed Retail (R-Series) press SAVE on the item to force an inventory update from Lightspeed to Shopify
Fix a Lightspeed Retail (X-Series) Item's inventoryIn Lightspeed Retail (X-Series) press SAVE on the product to force an update from Lightspeed to Shopify
Fix a Heartland item's inventoryIn Heartland Retail press SAVE on the item to force an inventory update from Heartland to Shopify
Disabling in-store order notificationsHow to reduce the email notifications you receive for transactions in your POS
An order uploaded with a "No Product Found" line itemWhen a linkable product is not found, the POS product "No Product Found" is added to sales created in your POS.
A Shopify order did not downloadRecent orders from Shopify that don't appear in your POS can usually be fixed with Mortar's resync order action.
Shopify orders missing in Lightspeed (X Series)Connected Lightspeed (X-Series) and Shopify Orders are not showing up in POS? Make sure you created a payment type "Shopify" in Lightspeed.
Why is there a migration varianceIf an POS transaction is out of balance, the "Migration variance" payment type will be used.
Returning test ordersMortar automatic sends returns to your POS.
Additional Order TroubleshootingOrders that do not reach your POS are typically caused by settings that may need to be updated.
Taxes on Shopify orders placed using Meta/Facebook
Fields included on new customer recordsIf the customer record does not exist in your POS when an order downloads, Mortar will create the customer record.
Fields updated on existing customer recordsIf the customer exists in your POS, Mortar will update customer contact with the contact information Shopify provides
Merged or Archived customersMerged POS customers are generally self-healing but may extend order processing time.
Duplicate customersMortar links to the first matching customer record found in your POS when customers share the same email or phone number.