Online Website item quantities not syncing with Square Item Library

[captcurt]

Has anyone else experienced this.

Ongoing issue getting ready to go to Day 3. Everything working correctly after the recent changes and then noticed that transactions in the register and also Purchase orders or other inventory updates the quantities were not synching.
First run through support day 1 - escalated to engineers they said they would do a resynch and wait 24 hours and it will be back to normal. Nope didn't work
Second run through support day 2 - escalated and was told that it was a location issue which they fixed and then said they were sure the issue "would not happen again" and gave me case number. AND it didn't work still same issue nothing changed.
Third run through with support, worked the same thing over again, if you make a change to inventory on the website, it synchs to the Item Libarary correctly. BUT if you do it through the dashboard, which includes register sales, Purchase orders etc. It does NOT update the online inventory totals. Escalated again to engineering and told that they would send an email with resolution or update and nothing.
Going on 3 days of lost sales. Not good. Wondering if I created a WHOLE new website from scratch if it would fix the issue. If I can do this I could probably get it going within a day.
UPDATE - 
Going on Day 5 of this issue - We have had now 5 separate chats with them. Escalated twice to Engineers and we have Two Case numbers. Have been told they are working on it and it should be resolved soon. Going on day 5 with not being able to sell via website. They finally admitted its a wider issue, and I am really surprised there hasn't been some type of announcement about this issue. There hasn't been anything mentioned on https://www.issquareup.com/united-states where it says everything is working fine. We are lucky we caught this early or we would be issuing alot of refunds etc. for oversells.
We tried suggesting to them we would be willing to scrap our current website and start a new one from scratch. They said it would not solve the problem and inferred that this is a bigger issue. Hopefully this gets resolved soon, we are losing alot of sales because of this.

[#2]

Hi all - I'm writing to let you know that our engineers are aware of this issue and are currently investigating a solution.

The easiest way to stay up to date on our progress is to see our status updates at issquareup.com - Our team is actively updating our Status Page as we speak and will continue to post updates until we have a fix.

We appreciate your patience as we work to resolve this issue.

[_Violet]

Hi @Simple-Delights - Thanks for following up on this.

I went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue as well. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 

Please see the reply from one of our Community Moderators, @tranguyen, which contains the most up-to-date info on this issue.

I hope this information is helpful but please do let me know if you have any additional questions or if you are still experiencing the issue at this time.

[Sydeswept]

Can it be escalated again? This issue is still happening

[tranguyen]

Hey @DinaLRosenberg, just want to circle back and share some updates and recommendations from our Square Online team!

There had been some issues with Square Online inventory sync recently which definitely could caused the issue you described above. Our enginering team has since resolved all these issues. Just to be thorough, the Square Online specialist has clear some cached in the back-end and resync your site's catalog to speed up the process for any inventory sync issues that you may encounter right now.

For the future, they do recommend to reduce the size of your inventory if possible, as the larger the catalog the longer it can take for it to sync. The recommendation for online item syncs is around the 1,000 items mark. I know this is not applicable for all business but as far as I know, there is currently no plan yet to increase the amount of items a seller can seamlessly manage through Square Online site. It's definitely still worth it to submit a feature request.

I hope this helps clarify the issue! If you have any further question, let me know and I'm happy to reach back out to the team for more information. 

[DinaLRosenberg]

This is the first time I ever heard the 1,000 category threshold. If we had an easier way to go through our catalog and delete items, we'd definitely spend more time making adjustments. Unfortunately the process is clunky and time consuming. We aren't one to do the export to excel and re-import. So the ease of management must take place within Square.

[JoeTend]

This "reduce your inventory" suggestion is a joke, right? So all of a sudden Square can't handle the job it's been able to do for years? This inventory Sync issue caused me to be unable to launch an important online Sale for us over Labor Day weekend. HUGE missed opportunity. Though the issue was corrected, and I can understand glitches, recommendations like "reduce your inventory" interprets as "find a better service provider than Square". Please rethink these types of responses and PLEASE escalate this issue to Square management who once again owe their customers an explanation and should be crediting us for the issue.

[APD_art]

I was having the same issue last Thursday of items not synching to the online store after updating my stock counts on a few items. I ended up manually going in to Online > Items > site Items and manually adjusting the online stock counts, which made them show up as available online. Then when I went back to my dashboard it showed double the stock count so I had to reduce it there. It seemed to see the stock changes online to dashboard but not dashboard to online. I let it sit for over 24 hours to see if it would self correct and it didn't . Now 3 days later it's showing double the stock amounts on my "site items" and the correct amount on my dashboard items. The stock numbers are not matching so clearly still not in synch. Hopefully they'll get this worked out soon. 

Congrats on the sale, those are beautiful specimens! 

[DinaLRosenberg]

thanks! They are beautiful pieces that are very rare. The product out of the zinc mine in NY are sporadic. 

Has your issue had any improvement ?

Supposedly it's "resolved"?

I'm really disappointed that at this point I shouldn't expect syncing to work because I have too big of a library.

[tranguyen]

Definitely appreciate that this is not an ideal experience @DinaLRosenberg and I have shared the feedback with the team. I'm going to continue digging into this with them to see if there are any other recommendations or workaround that the team can offer here, aside from reducing catalog size.

@2ndCity and @APD_art, it sounds like that the issue hasn't fully resolved for you both. When you have a moment, can you share a link to the item you're having sync issue with on this thread? That way, I can get our Square Online specialist to look into this further and understand whether it might be a separate issue.

[_Violet]

Hi all - @captcurt @2ndCity @rcwidower @DarcyParkB @aaaahern

Sorry to hear that you encountered this issue with your Square Online sites. I've merged a post here from one of our Moderators, @tranguyen. Her post contains some details we received from the Square Online team regarding this issue, which has since been resolved.

I hope this information is helpful but please do let me know if you have any additional questions or if you are still experiencing any inventory sync issues at this time.

[2ndCity]

Mine isn't working yet. We only have one of these left. 

 

[DinaLRosenberg]

I'm so freaked out because we have so many items. We'd have to close for a week to get this all sorted and frankly, the issue is ongoing so when do you even begin to correct?

[LittleWrensShop]

Realized that my inventory count was showing out of stock for a customer after she contacted me then I went in to check. Mobile site shows out of stock and when i go into inventory, it shows that I have product in stock. I looked through this forum and did all of the things suggested such as checking that it is available for online sales and fulfillment, nothing worked. I then realized that this is a bigger issue than me doing something incorrect. I hope this gets resolved soon.

[wordhorde]

Also having this problem since Thursday.  NOT resolved, Square!

And seriously, 1,000 item recommended limit?!?

[captcurt]

An update to our situation. (BTW we never got a direct communication back on our Case numbers saying the issue had been resolved) 
This is what we did to resolve the issue that it looks like they sort of fixed on their side.
I created a transaction report that showed all items sold through our register from when this all started. We already had our website turned off as soon as we saw the issue so that helped a bit.
I also noted all Purchase orders that we received during that period or manual adjustments also.
I then went product by product and checked the qty shown on the website and in our system.
If there was a discrepancy I made an update through the WEBSITE side to bring it to the actual amount in stock. This then corrected it and appears to connect it back to where if there is an adjustment on either side it now connects properly.
However if you make the adjustment on the inventory side, either a register transaction, direct adjustment or Purchase order it will not connect back correctly and resynch it. 
To be clear this is only for items that were in limbo when the issue was happening. It appears now all future items are synching properly. 
And it seems that any items that didn't have any transactions of any type on them during the issue are working but we are keeping a close eye on them by doing spot checks to be sure all looks good. 
We are also doing Inventory counts on categories and noting any issues.
Hopefully this now behind us. 
And yes the 1000 item limit is crazy. That needs to fixed next for sure.

[captcurt]

UPDATE we did get an email response directly that the issue has been resolved

[tranguyen]

Thank you for bearing with us! I want to follow up and share some updates and additional information I've received:

[1] We received an increased number of reports with issues of syncing inventory to Square Online over the last couple of days. Our engineering team has investigated these and rolled out a fix. Inventory sync should now work as expected. If you are still seeing any individual items still out of sync, you can update the inventory of that item and it will trigger a re-sync.

If at any time you are seeing items out of sync, we do recommend getting in touch with our Support team directly as they will be able to troubleshoot in real time and help with re-syncing your catalog.

If you are reaching out on the Community, please share a link to your item when you start a new thread so our team can escalate it internally.

[2] About the limit on catalog size, I understand this is not applicable for many businesses. As mentioned, I've shared the feedback with the team and am still digging into this more on my end to understand what other improvements the team may have planned. I'll update this thread when I have more information to share. 

[DinaLRosenberg]

Thanks Tra!! 

[JoeTend]

We're still seeing this issue and I'm in the midst of my third Chat session about it. We're once again being asked to wait an hour for another forced Sync to go through. We are a plant shop and nearly all of the plants that we received on Friday 8/30 are still unavailable to sell on our website despite receiving the invoice that same day -- nearly a week ago!

I'm not being told to go into the Square Dashboard and manually change any items that are wrong. This is out of control! 

Here's an example of an item that is missing inventory online. The 6" variation is showing as Out of Stock online but we have 6 units on hand (showing correctly in the standard Item Library). https://www.tendgreenpoint.com/product/calathea-lancifolia/133

Another example is https://www.tendgreenpoint.com/product/pachira-aquatica/1830 which shows that the 10" variation is out of stock, however we show 1 unit in the Item Library.

[Sineaid]

Hi @JoeTend,

I just wanted to check in on the outcome of the chat session you mentioned? Was the forced sync successful on the most recent occasion? 

If you are still having trouble, could you confirm if the two examples you shared above are still affected?

[JoeTend]

Hi Sinead. All of my chat sessions have been dead ends on this issue. While the items I listed above are now showing correctly, there are still many missing Variations on my website. When I chat in, the only resolution has been that the individual examples are corrected but the entire file is not. I’ve stopped contacting because, despite having a case # to reference, each chat agent makes me start at the beginning with all the same questions and every time it’s the same resolution - missing Variations on my website and wasted time. I’ve been told every time that I need to “wait an hour” but days later, no change. I’ve started researching a change to Shopify.

[JoeTend]

@Sineaid as an update, to make the inventory push through, I went in an "unreceived" the two purchase orders that I was having trouble with, and then re-received everything. Now all the missing "stuff" is showing up on the website. Overall, it seemed like the issue only happened for products that were at 0 stock before receiving the purchase order. Anything that had at least 1 unit in stock at that time seemed to update correctly. We are back on track.

One word of warning -- one of the chat agents (and i see one of the comments in the thread) suggested going into the Online Dashboard and adding the missing inventory manually. They assured me this would not affect stock reporting. They performed this adjustment for at least one style without telling me ahead of time, and then suddenly my inventory for that item doubled in the standard Item Library and the cost doubled too. I would not recommend forcing the items in that way!