Items in my Item Library are missing from Square Online - where are they?

[Pao-pao]

The title of this post has been edited from the original: New Store is missing a full category of my products

I'd like to migrate to (publish) the new store, but when I preview it it is missing an entire category. I made the new category and moved some items into it (in my current store) almost 2 weeks ago, but they don't show in the new version. How do I know they will be there if I publish the new store? Who can I talk to about this discrepancy between the current and new store?

[#2]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[Valentina · Accepted solution]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[JLF_]

I discovered that the trick to making the item available was to offer Shipping as a fulfillment option.  However, I didn't want to offer shipping.  I wanted to only offer local delivery or pickup.  So I think the underlying cause is I set up my item with fulfillment options that I had not set up through my Location first.  Make sure to set up your options through your Location, then set up your items to match those.  I had to go to the Weebly side, and on the left side bar, navigated to the Pickup & Delivery option.  Then for my Location, I had to select "Accept Pickup Orders."  You may have to select Edit Location first, I can't recall how I finally got to the right options.  Once I set up the right options with the Location, then I could select the same options for each item, and it became available on my website.

[taylorcashdan]

Good christ this is a mess. I can't get ANY of these solutions to work. I only want to be able to ship my items and the only way I get them to show up as "available" is by adding a "pickup" option, which isn't even possible.

I've updated the location and stock and items on the Square side. And I've updated all the same on the Weebly side. Still isn't showing as available for purchase on my site. 

And now, even my PREVIOUS items aren't available and I haven't even updated them. I can't imagine how many sales I've lost because of this all-of-a-sudden broken core functionality. 

@Joe , any help would be great.

[Joe]

Hi there, @taylorcashdan - thanks for reaching out. Goodness, it sounds like this has been a frustrating experience for you. Definitely a lot of moving pieces sometimes when it comes to editing Online Store items and availability.

We may need to get direct visibility on your store and settings in order to be able to troubleshoot here. In an effort to get this expedited for you, would you mind flagging this over to our Support Team directly? They can take a deep dive with you.

[taylorcashdan]

After spending time digging through the settings, it seems like there’s a new area in the account setting itself dubbed “Shipping”. When you go in there and add your address, it enables shipping across the whole store. This was not something I ever had to do in the past, nor was there any notification that this step changed from the past and needed to be enabled in order to accept shipping orders. 

Sounds like a how to article and communication to current stores might be required. Who knows how many others’ stores cannot accept shipping orders right now and don’t even realize it.  

[ndp03]

Every couple of weeks my website seems to 'go down'. 

I have checked fulfillment, accepting orders, visibility and all the usual toggles suggested on troubleshooting but still when customers are trying to order they get the following message "This item is not available for delivery".

I have previously managed to change this, but this time I am unable to do so. This is a persistent issue and I am only aware of it when no orders come through in the week or a customer notifies me they are having issues (most give up and go elsewhere!)

[MJD]

Hi @ndp03!

Have you ensured that your items are ‘available’ in your item inventory listings and that they have stock to them if you use square stock counts.

If there is no stock correct it, if there is a mark against unavailable change it to available.

I don’t know what may be causing this otherwise, so I’ll tag @tranguyen and @Helen as hopefully one of them will be online within the next 24hrs to investigate this further if the issue persists!

[ndp03]

Thank you for your reply. Yes all checked and appear as normal. 

Nothing has changed on the site in weeks, it seems to happen every so often. The only thing I have been amending is adding restricted dates via my phone and the fault seems to happen every time after doing that 

[MJD]

Hmmm seems strange, I’ll leave this to the moderators to investigate, I’ve noticed @sayra has been online this evening so maybe they could give us some insight on possible issues!

[sayra]

Hey, @MJD thanks for bringing this to our attention.

I'd be happy to help @ndp03. Let me take a look and get back to you with more. 

[MJD]

You could also try unpublishing and republishing the site to see if that fixes your issue.

[sayra]

I can't seem to locate your site, can I please get your website URL? @ndp03. 

I'll be on the lookout, thanks. 

[ndp03]

Yes absolutely, it’s:

https://www.theafternoonteabox.com

[sayra]

Thanks for sending this over @ndp03.If an item is intermittently not showing up on the site, this can be an account-specific glitch. I was able to order every item on your site just fine, you have a lot of items in your Item Library so if there is a specific one that keeps showing up as "Unavailable" please provide me with the exact name of the item. @Valentina provides a good amount of troubleshooting steps here, please take a look.

[Valentina · Accepted solution]

Hello and thank you for posting in the Seller Community, @Pao-pao! 👋

There are a few things that will prevent your item from being visible on Square Online - these tips should help get you pointed in the right direction.

One thing I've seen that will prevent items in your Square Item Library from showing up in your Online Store is applying a variable price to an item. Because variable-priced items are currently not supported on the Online Store, you'll see this message at the bottom of your Edit Item screen while editing the item in your Square Item Library:

Another reason items could be missing from your Square Online site is if they are currently listed as Unavailable or Hidden in the Item Library section of your Square Online site. This is what you would see when editing the item within the website editor if your item is not marked as Visible: 

If you have multiple locations, you'll want to make sure that the items you want to appear on your Square Online site are made Available at the location synced to your Square Online site. Even if you only have one location, if the item is not Available at your location, you'll see this message when editing your item (you can manage availability by clicking the link to edit the item in your Square Online Overview Page):

This is the message you'll see in your Square Online Dashboard when editing an item:

Within your Square Sync settings, you have the ability to enable or disable the option to Mark newly imported items as “Unavailable” online. If this setting is enabled, your items will not be Visible when you add them to your Item Library:

One more thing you can look into is whether you've set a quantity in the Stock column of the Variations section when editing an item. This can affect whether your item appears on your website:



If this didn't quite get you where you needed to be, please don't hesitate to reach out directly - our Customer Success team is happy to transfer you to our eCommerce specialists for some one-on-one help.

[Wngrydr]

None of my sold items transferred over to new store layout. They were all marked variable because they are sold. How do I make them appear in my new store or change back to old store layout. Not real happy with new one anyways, really awkward.

[Wngrydr]

How do I change to visible when they all are gone, nowhere to be found 

[nika]

@Wngrydr Did you see @Valentina's answer above? 

Head to Item Library > Select an item > Under the Edit Item screen, you'll see the Visibility section where you can choose between "Visible, Hidden, Unavailable".

[riseandsucceed]

I have done everything that I know to do to make sure they are visible and still not showing.  They are marked visible, they are not a variable priced item, they even show available and synced to the square.  I really can not figure out why they are not appearing in my store online.  I have other stuff up there and all the settings are the same.  What else can I check for?

[Valentina]

Are these the items you're looking for, @riseandsucceed?

Or are there items that aren't appearing here on this page that are in your Item Library?

[sasharecycles]

Ok. I thought I'd seen it all. And after spending an hour on the phone yesterday with square support, explaining how many hours I have actually spent on this website, I am now stumped as to why i cannot for the life of me FIND an item I just added to my inventory. It shows in my app (where I added it) it shows up in the ITEMS list from the Square dashboard on the desktop, however to make it available (visible) I cannot FIND it in the "online" items library when I do a search for it. NOWHERE. While searching I also discovered that other items I added via the app show, but show no inventory in the desktop items library. In the app it shows that I added inventory, but not on the desktop. I really, truly thought I had seen all the problems. This is it. I'm ready to throw the whole site in the trash.

[sasharecycles]

OK, now I have added an item (in the desktop), and now its just gone. What? I hit no delete button? Was editing, save and view, didn't like the picture so went back to edit, hit cancel, to get out of edit screen (i'd already saved) and it just disappeared.save & view linkrefreshed and gone