Account health and pausing

Besides its mode (Preview or Live), every account has a state and a health. Together they decide whether Stock Sync may send stock for it. The screens sum the three up in one word, the account status: Sending, Preview, Paused or Suspended.

Part	Values	Who changes it
Mode	Preview or Live	An operator
State	Active or Paused	An operator, with Pause and Resume
Health	Healthy or Suspended (a third value, Degraded, exists but is not used today)	Stock Sync, when the marketplace refuses the account; an operator brings it back with Recover

Stock is sent only when all three allow it: Live, Active and not Suspended. Only then does the account read Sending. When more than one stops it, the word names the one to deal with first: Suspended, then Paused, then Preview.

Health

Health	Colour	Meaning
Healthy	green	Normal. The marketplace accepts the account
Degraded	amber	A warning level between the two. Stock Sync does not put an account here by itself today; if you ever see it, open the account and use Recover
Suspended	red	Stock Sync has stopped all work with the marketplace for this account, because it cannot work. The reason is shown next to it

What suspends an account

Stock Sync suspends an account automatically when the problem is one that retrying cannot fix:

Cause	Example of the reason shown	Who fixes it
The marketplace refuses the API user or password	"eMAG offer/save answered 401: …"	An operator enters the right credentials in the account's Settings → Connection
The marketplace does not let this API user, or our server's address, use its API	"eMAG product_offer/read refused the credentials in an HTTP 200 answer: … not allowed to use this API"	Check the credentials with the marketplace team first; if they are right, the technical team asks the marketplace to allow our address
The connection is incomplete (for example no password was ever entered)	"The connection is incomplete; enter it in Edit connection"	An operator, in Settings → Connection
The stored password cannot be read any more (the technical team changed the key that protects it)	"Stored credentials cannot be read with the configured key; re-enter them"	An operator enters the password again in Settings → Connection

The reasons quote the marketplace's own words. 401 and 403 are the marketplace's codes for "wrong login" and "not allowed"; "an HTTP 200 answer" means the marketplace answered normally but said no inside the answer. offer/save (sending stock) and product_offer/read (reading offers) are the names of the two marketplace services Stock Sync uses.

It happens the moment Stock Sync meets the problem: during a sending round, an offer import, a recalculation, or a Recover check. A sending round stops at once.

A single busy marketplace, a timeout or a server error does not suspend an account. Those are retried offer by offer (see Sending stock to the marketplace). The same holds for Recover: if the marketplace cannot be reached, the account is left as it was (see below).

While an account is suspended

• Nothing is sent, no offer import runs and no recalculation runs.
• PIM changes still update each offer's Stock to publish, so the numbers stay current and are ready to go.
• The Overview puts it first in Needs your attention, as "Fashion Days BG is suspended" with the reason and the Edit connection and Recover buttons. Its status reads Suspended in red everywhere, and the sidebar shows a red SUSPENDED tag beside it.

In the account's workspace, the red status banner gives the reason, with Edit connection and Recover beside it. The Summary's Connection card shows Health: Suspended with the reason too.

Recover

Recover appears in the account's status banner and on the Overview's Needs your attention row whenever the account is not Healthy; the row's ⋯ menu on the Accounts page has it too. It asks for confirmation:

Stock sync asks the marketplace whether it accepts Fashion Days BG's credentials again. If it does, the account is healthy again and its waiting stock updates are sent; if not, it is suspended and the reason is shown.

If the marketplace accepts, the account becomes Healthy. Stock Sync then imports the offers, recalculates them and sends what is waiting (if Live); these are requested together and can overlap. You see, for example, "Fashion Days BG is recovered; its offers are being imported and its waiting stock updates sent." If the account is in Preview, the message says that nothing is sent to the marketplace.

Recover does not resume a paused account

If the account is also Paused, Recover makes it healthy but leaves it paused, and the import and the sending wait. The message says so ("… is healthy again, but it is still paused: nothing is imported or sent until you press Resume."), and the status now reads Paused. Press Resume as well.

If the marketplace still refuses, the account stays Suspended with the new reason. Fix the cause and try again.

If the marketplace cannot be reached (it is down, answers with a server error such as 503, is too busy, or does not answer in time), Stock Sync learns nothing about the credentials, so it changes nothing: the account keeps its health and the reason it had. You see, for example:

Fashion Days BG is still suspended: the marketplace could not be reached (eMAG product_offer/read answered 503: Service Unavailable). The account was left as it was; try Recover again later

Wait until the marketplace works again, then press Recover again. There is nothing to fix on your side.

Pausing

Pause is an operator's decision to stop an account for a while. It asks for confirmation:

Nothing is imported, recalculated or sent to the marketplace for eMAG RO until it is resumed. Stock updates keep waiting.

While paused:

• the account's status reads Paused (unless it is also suspended), with an amber PAUSED tag beside it in the sidebar;
• no offer import or Recalculation runs, and nothing is sent;
• PIM changes still update each offer's Stock to publish, and the offers keep Waiting to send;
• the Overview's tiles Offers in sync, Waiting to send and Needs a fix leave the account out, because a paused account is not expected to send. Its failed and rejected offers are still listed in Needs your attention.

The confirmation says "nothing is imported, recalculated or sent"; it means the offer import and the Recalculation runs, not the Stock to publish of each offer, which keeps following the PIM.

Resume has no confirmation. It catches up like Recover: Stock Sync imports the offers, recalculates them and sends what is waiting (if Live). For example: "eMAG RO is resumed; its offers are being imported and its waiting stock updates sent."

If the account's connection is incomplete, Resume is refused with "Enter the connection's credentials before resuming". Enter them in Settings → Connection first.

When to pause:

• a warehouse stock count, when the PIM's numbers are temporarily wrong;
• a known problem on the marketplace that you do not want Stock Sync to fight;
• before changing an account's API address (it can only change while paused or in Preview).

The whole picture

The two are independent. An account can be paused and suspended at the same time; resuming it does not recover it, and recovering it does not resume it. Each has its own button, and stock is sent only when the account is both Active and not Suspended (and Live).

What you should do

You see	Do this
Suspended — "… answered 401 …" or "… 403 …" (wrong login, or not allowed)	Check the API user and password with whoever manages the marketplace account. Enter them in Settings → Connection, then press Recover. See Bring back a suspended account
Suspended — "not allowed to use this API"	The marketplace does not let this API user, or our server's address, use its API. Check the credentials with the marketplace team first; if they are right, ask the technical team to have our address allowed; then press Recover.
Suspended — "The connection is incomplete…"	Open Settings → Connection, fill in the missing fields, save, then Recover
Suspended — "Stored credentials cannot be read…"	Enter the password again in Settings → Connection, then Recover
After Recover: "… the marketplace could not be reached …"	The marketplace was down or too slow when Stock Sync asked, and the account was left as it was. Wait, then press Recover again
Degraded (not used today)	Press Recover
Paused, and you did not pause it	Look at the account's Activity tab: it shows who paused it and when. Ask them before resuming

Examples

Example 1: a password is changed on the marketplace

At 11:00 someone changes the API password of Fashion Days BG in the marketplace's seller portal and forgets to tell anyone.

• 11:22: a PIM reading changes 14 offers of Fashion Days BG. The sending round's first request is answered "401". The account becomes Suspended with "eMAG offer/save answered 401: Invalid vendor credentials" (Fashion Days uses the same connection as eMAG, so the reason names eMAG), and Activity → Sync runs shows that sending round as Failed, "Account unavailable: …". The 14 offers stay Waiting to send.
• 11:37, 11:52 …: more PIM changes arrive. The stock to publish keeps following the PIM; the waiting count grows to 60. Nothing is sent.
• 13:10: the operator sees "Fashion Days BG is suspended" at the top of the Overview. They get the new password, enter it with the row's Edit connection, save, and press Recover.
• The marketplace accepts. The account is Healthy, an offer import runs, and the 60 waiting updates are sent.

Example 2: pausing for a stock count

The warehouse counts stock on Sunday from 08:00 to 12:00, and the PIM's numbers jump around during the count.

• 07:55: the operator ticks eMAG RO and Fashion Days RO on the Accounts page, presses Pause and confirms Pause 2 accounts?.
• During the count, 3,000 offers change Stock to publish several times each, and wait.
• 12:10: the count is done and the PIM is correct. The operator ticks both on the Accounts page and presses Resume on the selection bar. An import and a recalculation run, and the final numbers (only the last value for each offer, not every step in between) are sent in about 30 seconds per account.