Stock Sync guide

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Find out why a stock number is wrong ​

When a customer, a colleague or the marketplace shows a stock number you did not expect, you find the one offer, read it, and follow a short decision tree to the cause and its fix.

Before you begin

Who can do this: anyone signed in can investigate. The fixes that press a button (Resync, Resume, Recover, Go Live) need an Operator.

Time needed: 5 minutes for one offer.

Before you start: have something that identifies the product: the marketplace offer id, the PIM product id (usually the same number), a barcode (EAN), a SKU or the product's name. Knowing the account (for example Fashion Days RO) helps but is not needed: the Offers list covers every account.

The decision tree ​

Open the offer (steps below) and walk down the tree. Each branch ends in the fix.

Steps ​

  1. Find the offer. The quickest way: press Ctrl K and type the offer id, SKU, barcode or product name; the Offers group lists the matches with their account. Press Enter to open one.

    Or open Offers (G then O), type in the search box (/ jumps to it) and press Enter. The search covers every account; the Account filter chip narrows it to one.

  2. If you are looking for a group rather than one offer, use the quick views and the filter chips instead: Status, On the marketplace, Eligible, Marketplace says. Each option shows its count and, on hover, what it means.

    The Status filter chip of the Offers page, opened: each status with its coloured dot, its count and a line saying what it means, for example In sync 11,704, Waiting to send 849, Sent awaiting confirmation 16 and Rejected 25

  3. Click the row. The offer opens in a side panel beside the list (Open full page gives it its own page and address).

    The side panel of offer 310458 of Fashion Days RO, 1 of 13,215, beside the dimmed Offers list: TOMMY HILFIGER Slim fit organic cotton polo, the In sync box with What to do: Nothing., the buttons Resync and Copy id, the stock path 7 › Eligible › 7 › 7 › 7, then the Details and the start of the History

  4. Read the What this means box: the offer's status (one word: Not linked or Orphaned for an offer without a working link; otherwise In sync, Waiting to send, Sent, awaiting confirmation (ABOUT YOU only), Rejected or Failed), what it means, and What to do. A line under it gives what the marketplace says (ended, switched off, a validation reason) and the Last problem, if there is one.

  5. Read the Stock path, left to right, in the order the stock travels:

    • PIM stock: available to sell (on hand is shown for reference only), as the PIM says.
    • Rules: Eligible, Not eligible or Orphaned, from the account's lead-time limit.
    • Stock to publish: what Stock Sync worked out from it.
    • Sent: the last quantity the marketplace accepted, and when.
    • Marketplace shows: what the marketplace reported at the last offer import.

    The step that is off is coloured: that is where the cause is. Hover over a step for what it means.

  6. Check Eligible and Lead time under Details. An offer whose product takes longer to deliver than the account's limit is not eligible and gets 0 on purpose.

    Offer 312870 of Fashion Days RO, whose product takes 5 days to deliver: an In sync box with the line Not eligible — publishes 0, the Rules step of the stock path amber with Not eligible, lead time 5 days, limit 2 days, Stock to publish 0, and under Details Eligible "No — 5 days > 2 days"

  7. Check the account: hover over its badge at the top of the panel, or look at the sidebar. A PREVIEW, PAUSED or SUSPENDED tag means nothing is sent for it.

  8. If the status is Rejected or Failed, read Last problem, then open the latest called offer/save line under History with Request and response to see exactly what the marketplace answered.

    The page of offer 305660 of Fashion Days RO, Rejected: the red box with "Stock value 250 is above the maximum of 200 allowed for this offer", the stock path with Sent 180 and Marketplace shows 180 coloured, and the History with the called offer/save · HTTP 200 line and its Request and response

    The page of offer 298117 of Fashion Days RO, Nike Air Max SC trainers, Failed: the buttons Resync, Retry and Copy id, the red box with "eMAG offer/save request failed: Headers Timeout Error", and in the History "called offer/save · no answer · 30000 ms" and an earlier HTTP 503

  9. If many offers of one account stopped moving at the same time, open Activity → Sync runs, choose the account in the Account filter, and read its latest Sending round runs. A round that is Failed means the account itself could no longer be used; one that says Succeeded with a failed count tells you how many offers gave up in that round.

    Activity → Sync runs with the Account chip on Fashion Days BG, 6 runs, 1 failed in the last 24 hours: at the top a Sending round Failed with "Account unavailable: eMAG offer/save answered 401: Invalid vendor credentials", then four sending rounds and an offer import (1308 seen · 37 not linked) that succeeded

    Here the marketplace refused the account's login, so it is suspended: see Bring back a suspended account.

  10. Apply the fix at the end of your branch of the tree.

What you should see ​

Once the fix is in place, the panel follows by itself: the page updates live.

FixWhen the result shows
Resync on the offer"Offer 305660 is queued to be sent again." Sent within seconds; Sent changes as soon as the marketplace accepts it
A change in PIMAt the next PIM reading (at most 15 minutes), or at once with Read PIM now
A new Lead-time limitA Recalculation runs straight after Save; a sending account sends the differences within a minute or two
Resume, Recover or Go LiveImport, recalculation and sending within a minute or two
Import offersMarketplace shows is updated when the import finishes (about a minute for a few thousand offers)

The offer's History records each step: "Stock to publish changed" for a new number, "Queued to be sent again" after a Resync, or "Marketplace showed a different number, queued to be sent again" after an offer import found another number; then the call to the marketplace, "Published".

If something goes wrong ​

You seeDo this
The search finds nothing: "No offers match. Try fewer filters, or another view."Click Clear filters, check the quick view is All, and try another identifier (barcode instead of SKU).
Resync is greyed outHover over it, or read the line under it in the panel: the offer is not linked, orphaned, ended on the marketplace, or withheld by the marketplace's validation. A viewer sees no Resync at all.
Offer [id] cannot be resyncedThe offer is not linked, or has no number to send yet.
The marketplace itself shows another number than SentCustomer orders, or someone on the marketplace, changed it since the last offer import. The next offer import (by default daily at 04:41) notices the difference, and Stock Sync sends its own number again by itself; Import offers does it now.
Ended on the marketplace — no stock sent under the statusThe marketplace ended the offer. It is never sent stock again.

Every cause, with more detail: The marketplace shows 0 but we have stock. The marketplace's texts are explained in Messages and what they mean.

Example ​

Customer service writes: "Fashion Days RO shows 180 of the jacket with barcode 8712423132764, but the warehouse says we have 250."

  1. Ana presses Ctrl K and types 8712423132764. One offer: 305660, Fashion Days RO. She presses Enter.
  2. The status is Rejected. The stock path reads PIM stock 250 → Rules Eligible → Stock to publish 250 → Sent 180, coloured red → Marketplace shows 180. The account's badge has no dot: it is Sending.
  3. Last problem: "Stock value 250 is above the maximum of 200 allowed for this offer". Sent is still 180, from two days ago, which is why the marketplace shows 180.
  4. She opens Request and response on the latest call under History: the marketplace answered the same message.
  5. The fix is on the marketplace: the offer has a limit of 200. She asks the marketplace team to raise it. Two hours later they confirm; she clicks Resync. The message says "Offer 305660 is queued to be sent again." A few seconds later the status reads In sync and Sent is 250.

Channel Hub Stock Sync — user guide for operators and viewers