Frequently asked questions

Short answers, with a link to the page that explains more.

The basics

What does Stock Sync do, in one sentence?

It reads the stock of every product from PIM and keeps the stock quantity of our existing offers on eMAG, Fashion Days and ABOUT YOU in line with it. See What Stock Sync does.

Does it change prices, titles, pictures or anything else?

No. Stock Sync only ever changes the stock quantity of offers that already exist. It never creates or deletes offers, never changes prices or descriptions, and never writes anything to PIM. See Sending stock to the marketplace.

Which offers does it manage?

Only Linked offers: on eMAG and Fashion Days, offers whose offer id on the marketplace is a PIM product id that exists in PIM; on ABOUT YOU, offers whose SKU belongs to exactly one PIM product. Everything else (Not linked) is left exactly as it is. Barcodes are never used to match, and SKUs only on ABOUT YOU. See Matching offers to products.

Which number does it send?

PIM's available stock, on every account. On hand is shown for information and never sent: it includes pieces reserved for other orders. Negative numbers become 0, and nothing above the marketplace's maximum is sent (65,535 on eMAG and Fashion Days, 1,000,000 on ABOUT YOU). An offer whose lead time is longer than the account's Lead-time limit gets 0. See How the quantity is calculated.

Is there a safety buffer, like "stock minus one"?

No. The number sent is exactly the PIM figure the account chose, after the rules above. See How the quantity is calculated.

Timing

How often is stock updated?

PIM is read every 15 minutes (at :07, :22, :37 and :52 past the hour). A change is sent to the marketplace within seconds of being read. So a stock change in PIM reaches the marketplace within about 15 minutes, usually less. See When things happen.

Can I make it faster for an urgent change?

Yes, an operator can click Read PIM now on the Overview (or on Activity, or in Ctrl K) to read PIM at once instead of waiting for the next quarter hour. See Read the catalog again now.

What runs at night?

At 02:17 a Full PIM check reads every product and finds removed ones. At 04:41 an Offer import reads every offer of every account that is not paused or suspended from the marketplace. See When things happen.

What time zone are the times on screen?

Romanian time (Europe/Bucharest), day/month/year and 24-hour clock. The only exception: the days of the 7- and 30-day chart on the Overview are counted in UTC, and say so.

How often does the screen refresh?

It does not need to: Stock Sync pushes every change to the open pages as it happens, and you never need to reload. The Live pill at the top right says so. If live updates are not connected (Not live), the page fetches fresh figures every 15 seconds instead; while live, it also does so once a minute as a safety net. Updated … ago in the top right corner of the Overview says when the figures were read. See The Live pill.

Can I stop the screen changing while I work?

Yes. Click the Live pill and turn Live updates off (or use Settings → Your preferences, or Pause live updates in Ctrl K). The screen freezes; nothing is lost. Turn it back on to catch up. Even with live updates on, lists keep their rows in place: a changed row only flashes, and new rows wait behind Show [n] new.

How do I find one offer or order quickly?

Press Ctrl K (⌘ K on a Mac) anywhere and type an offer id, SKU, barcode or product name, or an order reference. The same box opens any page or account, and runs actions such as Read PIM now. See Search or jump to.

What does a status mean?

Hover over it: every status says what it means and what to do. Every list also has a Legend button. All of them are collected in Every status explained.

Why is the number different?

Why does eMAG show a different number from Stock Sync?

The usual reasons: customer orders lowered the marketplace stock since the last send (the daily import at 04:41 corrects it); the account is in Preview, Paused or Suspended, so nothing is sent; or the offer is Rejected or Failed. Open the offer and read its Stock path: Stock to publish, Sent and Marketplace shows. See Find out why a stock number is wrong.

Why does it send 0 when PIM has stock?

Because PIM's available stock is 0 (it can be 0 while On hand is not: those pieces are reserved), the offer is not eligible (its lead time is over the account's limit), or the offer is Orphaned. See Troubleshooting.

A customer bought something on eMAG. Does Stock Sync know?

Not directly. The marketplace lowers its own stock, and the order reaches PIM through Odoo, our warehouse system. When PIM's number changes, Stock Sync sends it. If the marketplace number differs from what Stock Sync sent, the next daily import notices and sends PIM's number again.

Preview, Live and safety

Is Preview safe?

Yes. In Preview everything is calculated exactly as in Live, but nothing is sent to the marketplace. Every new account starts in Preview, so you can check what would be sent before going Live. See Preview and Live.

How do I know what going Live will do?

The status banner of an account in Preview says "Going Live would send [n] stock updates now." Its Offers tab, on the Waiting view, shows exactly which ones. See Go from Preview to Live.

Can I undo something?

Most actions can be reversed by their opposite: Back to Preview, Resume a paused account, change a setting back and Save. What was already sent to the marketplace is not taken back, but the next change sends the right number again. Nothing in Stock Sync deletes accounts or offers.

What is the difference between Pause and Preview?

Preview keeps everything running (imports, recalculations) but sends nothing. Pause stops the offer imports, the Recalculation runs and the sending for the account. In both, Stock to publish still follows PIM and the changes wait as Waiting to send. See Account health and pausing.

Can two people change the same account at once?

Yes, and nothing breaks. If someone changes a setting while you are editing it, your typed values are kept and the page picks up the new ones once you save or discard. Stock Sync retries a clash by itself; only if it keeps clashing does the action answer with a message such as "ChannelAccount [id] was modified concurrently" (OfferLink for an offer). Reload the page and try again.

When things go wrong

What happens if PIM is down?

The PIM reading fails and is tried again 15 minutes later, from the same point, so nothing is missed. Meanwhile the marketplace keeps the last numbers sent. The PIM data tile turns amber after 20 minutes and red after 35. See Troubleshooting.

What if eMAG, Fashion Days or ABOUT YOU is down?

Offers stay Waiting to send and are retried by themselves: after 30 seconds, then 1, 2, 4 minutes and so on, up to every 30 minutes. After 8 attempts (about an hour) they become Failed and wait for an operator's Retry failed. See Sending stock to the marketplace.

Why was a whole account suspended?

The marketplace refused its credentials or our server's address, its connection is incomplete (for example no password was ever entered), or its stored password can no longer be read. Stock Sync stops all work for it so it does not keep hammering the marketplace. Fix the cause and click Recover. See Bring back a suspended account.

What is the Outbox, and why are messages set aside?

Every change Stock Sync makes is first written to the outbox and then handed to its internal message queue. If the queue keeps refusing a message, it is set aside and waits for a person. That is a technical problem: tell the technical team, then an operator releases the messages. See Activity → Outbox.

Will I lose changes if something breaks?

No. Stock changes are kept until they are sent. A retry, a resume, a recover or a release always sends the current number, never an old one.

What if a promotion blocks the stock?

The marketplace refuses the update (Rejected, with a message about a campaign). Stock Sync tries again every 6 hours for up to 14 days, so it goes through once the promotion ends. See Rejected by the marketplace.

People and access

Who gets notified when something goes wrong?

Messages go to two channels in Microsoft Teams. The Operations channel gets the six alerts that need an operator (orders that need attention, are not moving or are not reaching Odoo, a shop that sends no new orders, failed order documents, a suspended account). Orders need attention comes at once, at any hour; the others come Monday to Friday between 08:00 and 18:00, Romanian time, and something that happens at night or at the weekend arrives at 08:00 on the next weekday if it still needs a person. The Technical channel gets server and connection problems for the technical team, at any hour. While a problem lasts its message comes again every 4 hours, and a resolved message follows when it is gone. Each operator message says what to do and links to the orders or the account. See Alerts in Teams.

There are no e-mails or text messages. Problems also show on the Overview under Needs your attention the moment they happen, so the daily check stays the habit.

Why can't I see any buttons?

You are a Viewer: you can see everything but change nothing. Ask the CommerceHub admins for the Operator role. See Who can do what.

How do I get access?

Ask the CommerceHub admins for the Viewer or Operator role. Roles are Stock Sync's own roles in the company's Microsoft directory (Entra ID); the admins give them by adding you to the right group. Then sign in with your company account. See Signing in and roles.

Why was I signed out?

A sign-in lasts 8 hours. When it ends, a dialog lets you sign in again and come back to the same page. See Signing in and roles.

Can I see who changed something?

Yes. Every action is recorded permanently with the person's company e-mail address and shown on the Activity tab of the account concerned and in the Live feed, including actions that were refused. Actions that concern no single account, such as Read PIM now, are recorded but shown on no account. See Account workspace.

Credentials and settings

Where are the marketplace credentials kept?

In Stock Sync's database, encrypted. The API password is typed once in the browser, is never shown again (not even to operators), and never appears in the activity record or the logs. The screens only say Credentials: Set, updated [date]. See Enter or change credentials.

The marketplace password changed. What do I do?

Open the account, its Settings tab, type the new password under Connection and click Save. If the account was suspended meanwhile, click Recover afterwards. See Enter or change credentials.

Why can't I change the API address?

Because the account is Live and Active: changing the marketplace under offers that are being sent could send their stock to the wrong place. Pause the account or switch it to Preview first. Saving a new address switches the account to Preview, and you must type the password again. See Account settings: Connection.

How many offers can I resync at once?

As many ticked offers as you like with Resync stock (Stock Sync sends them in batches of 50 behind the scenes), or up to 5,000 with Select all … matching and Resync stock (every offer that matches the filters). Retry failed has no limit: it takes every Failed offer of the accounts it covers. See Resend stock for some offers.

Can I add a new marketplace account myself?

Yes, if you are an operator: New account on the Accounts page (or the + beside Accounts in the sidebar, or Ctrl K). Test connection checks the credentials before the account exists. It starts in Preview and imports its offers by itself. See Add a marketplace account.