Variations/Options disappeared in Site Items in Online Dashboard

[leggman1964]

We have 100's of items.  90% of the have options/variations.  We have had them all setup for quite some time.  Suddenly last week we noticed when you look at the site items and scroll down to "Options & Pricing" that the first 2 columns are missing (the pic and the options, in this case colors).  When we go into to "Options" on the dashboard menu most of the options that we have added in the last 6 months are gone.  Any that are left are not assigned to any items.  So now our customers are unable to order anything online because they cannot pick a color.  I have been on with support 5 times this week.  They tried syncing/indexing.  Not sure how that would help since most of the options are completely missing.  Anyway, it didn't help, and I feel like I'm in an endless circle with them.

Anyone else run into this issue, and was there a solution or even a reason?  We're about to go back through all of our items and recreate/assign options.

[Breffni]

Hi @leggman1964, thanks for your post. 

I can confirm that we recently experienced a service disruption that would have caused the issue that you have described,

This disruption has now been resolved. Our Engineering team is taking steps to prevent future disruptions like this one.

I apologise for any confusion or inconvenience caused. Can you confirm if all items are back to their previous state now?

[leggman1964]

No they are not.  We are going through and correcting them manually ourselves.  It is a pain.  We have to recreate our option sets, add one variation to the item; which it puts on the first line listed, and then we have to delete all the other lines, then add the remaining variations, then delete the first variation and re-add it.  Or we have to create all new items.  Our history is going to be all jacked up because we can't be 100% that we recreated everything with the same name.

Our customers have been unable to place orders for a week and a half now.

[RobynR]

@leggman1964, we apologize for any inconvenience this has caused. Has your system had a chance to re-sync? Your options should be restored once the system syncs.

If you’re still experiencing issues, I recommend contacting our ECOM team by phone, so they can take a look at your account in real-time. You can reach our Support at 855-700-6000 between 6 AM and 6 PM Pacific Time (9 AM to 9 PM Eastern Time), Monday through Friday.