Online store missing location

[lgbtfresno]

Our online store was migrated to weebly. But, it didn't import our main location, that contained our items for sale. So now, every item has the error "Looks like you won’t be able to sell this item online because it’s unavailable at the shipping location" and is unavailable.

It never syncs the item location, we even disabled our other locations and it removed those, but won't import the main one. So our entire online store is offline now.

[Valentina]

This sounds like something we'll want to take a closer look at with you. If you haven't already reached out by phone or email, I'd recommend getting in touch that way. Our team will be able to dig deeper than we're able to here.

Let us know if you have any troubles getting through, @lgbtfresno.

[lgbtfresno]

We are on our third attempt at escalating this issue. So far they say it is our fault for removing a location. Even though we didn't, and square confirmed we didn't. 

[Valentina]

I was able to reach out to our eCommerce team, and confirmed that our engineers are currently looking into the sync issues that you've reached out about here, @lgbtfresno. They'll be the best team to stay in touch with, as they will have more insight into this than we will here.

Thanks for the patience, and definitely let us know if there's anything we can help with in the meantime.

[lgbtfresno]

Thank you for your reply. Hope you are able to understand our frustration, as our online store has been gone for over a week now. 

None of the agents know anything other than the engineers know about it. 

[Valentina]

Definitely understand how frustrating this experience has been, @lgbtfresno.

Since there are engineers looking into this for you, they will be the best people to help with a resolution here - our Customer Success Advocates may not know exactly what's happening, as it seems like this issue is account-specific. Please be sure to reach back out here if you haven't heard back in a while; I'm happy to check in on progress for you.

[lgbtfresno]

Has it been long enough now to have expected a resolution?

[Valentina]

Thanks for the patience here - the most recent update I have for you is that the location issue has been resolved. However, some sellers with multiple websites have reported running into an issue when trying to make Unavailable items Visible. The only way to make items Visible in these situations is to use the following workaround:

1. You'll start by editing item in question to change the fulfillment method to something other than what it is defaulted to, then save.
2. Head back to edit the item. When you do this, the Visible option will be shown.

Our engineers are still looking into this issue and working towards a fix. In the meantime, toggling the fulfillment method on the individual item is the only way around the issue. Please let me know if you still have questions about your website, @lgbtfresno.