Re: Can't Batch Update Products Or Get Support

paperedpixels · ‎04-03-2017

Hello, I tried to get help via chat a few moments ago, and I'm guessing the person helping me (while friendly) wasn't helpful so as to get me offline since your chat support apparently ends at 9 pm EST.

I was writing because I'm trying to update my products using a CSV file. First, I downloaded my products from Etsy. Then, I uploaded the products using the Upload Etsy CSV file, which worked great except that I noticed the description wasn't included and the prices for the different sizes didn't import correctly.

So, I exported my products from my Weebly site and updated the first item. I removed all other items to test the batch upload. (I actually spent most of the day trying this out using different scenarios, which you can probably tell from my history). Only, I can't get it to upload. Everything seems normal when I click Import Products. I choose Import CSV file and click Select CSV File. Then I find the file I exported from my Weebly site with the updates, and wait for "Your CSV is ready to Import, and click Import.

Here's where things go wacky. When I uploaded the products from Etsy, all the products appeared on the Product Import range. However, when I get to this stage with the batch updates, nothing appears on this page. If I click Import anyway, a progress bar appears with a starter, green line that never goes anywhere.

After spending the day trying to figure this out, I came home and tried chat to get help. I shared the csv with the person on chat who said they were successful in performing the batch updates and schooled me on how to save the file as CSV ... they even sent me a link on how to do it even though I had already done that. I tried to share that information, but the person chatted right over me as though I weren't responding. I threw my hands in the air and thought, maybe I'm really not saving as CSV. Only, I've been an application trainer at the start of my career, have a master's in Information Science, and am not an idiot. I know how to save a file as a CSV.

I went back and tried again before I realized that the person who helped me never was able to make the batch updates because the product in the CSV is still inaccurate. This is why I'm telling you they were only out to get me offline. Can someone please help me? Really, truly help me and not try to get rid of me?

Also, can someone please help me with what in the "Take a look at this:" annoying support box to the right is helpful to what I'm writing?

Finally, for the life of me I cannot submit an email to you. I tried in Chrome. I tried in Firefox. In Firefox, the tab crashed after my second attempt. I could never get past the list of unrelated Support Topics. This is really disappointing.

Adam7 · ‎04-04-2017

Sorry to hear about the trouble you had and thanks for detailing your experience @paperedpixels. I read your most recent chat and it seems like the CSV worked for the agent as a new import, but you were having trouble using it to update an existing product. Am I understanding the problem correctly?

paperedpixels · ‎04-04-2017

Whatever the agent did had no impact on my product list. There is not a duplicate item nor did the original item get updated. I figured out the problem, it's that Excel for Mac has three types of CSV files. Only one works for batch updates. This bolsters my feelings that the agent only wanted to get rid of me so they could get home.

I'm using Microsoft Excel for Mac 2011, Version 14.7.2 (170228). It includes 3 .csv file types (see attached image. The Comma Separated Values (.csv) Common File Format, which is what I was trying all day yesterday does not work. The Windows Comma Separated, lower on the list, also doesn't work.

When I used MS-DOS Comma Separated, I was successful.

Please help with the remainder issues. Is chat only until 9 pm and why can't I submit something as an email / contact us request instead?

Queso · ‎04-04-2017

Hello! Sorry for the trouble, you should be able to submit an email request through hc.weebly.com as normal. If you receive any suggested articles, you should be able to click through on the bottom right to continue with the submission.

paperedpixels · ‎04-04-2017

Dear @Queso,

Thank you, but I'm afraid that was the problem. When I could no longer chat, I clicked email us, which brought up your standard contact us form. As I completed it an annoying side box followed me (see earlier attachments for screenshot). No matter how many times I clicked the x in the upper-right corner, it came back.

When I clicked Submit, another pop-up box with equally unrelated Help Topics appeared. I couldn't get the system to submit my email after that. I tried clicking through some of the unrelated links to no avail. That didn't open a new tab, rather it left my form unsubmitted to take me to the unrelated (but clicked) link. If I clicked Send from the pop-up the page just sat there. Absolutely nothing happened. The cursor's icon would change when I hovered over Send, but clicking accomplished nothing.

I did this for in Chrome, Safari, and Firefox to no avail. That's why I'm here in the Community seeking help. I ran out of options.

paperedpixels · ‎04-11-2017

In case anyone else searches this topic and finds this answer: that solution only worked the one time. I ended up fixing everything manually.

I still don't have answers to my other issues.