Managing Shopify Synced Products

Here are some common errors and their resolutions:

Issue: Connection error or products not updating

If you have multiple locations in Shopify, confirm the location synced to CS from your MSM account is the correct one.

• You can check this by logging in to MSM, clicking Account, and viewing the default location listed under Manage my account.

Confirm that you still have the MSM app installed in your Shopify account.

• You can do this by logging into Shopify, clicking Apps, and viewing the apps listed under Installed Apps.

If MyShipManager is not listed in your Installed Apps or the wrong default location is set in MSM, you will need to go to your MSM account, unsubscribe and then subscribe again to resync your account.

Issue: Retail price in CS does not match retail price in Shopify

Check your Strikethrough settings to see if this is expected behavior.

This is likely because you have a sale price added to the items in Shopify and you do not have Strikethrough enabled under the Mobile App tab in CommentSold.

• This may not be clear at first because Shopify does not list sale price in the main product page if the product has variants.
• To see the sale price in Shopify, you will need to click on the variant in the product page and scroll to the Pricing section and check the Compare At Price field.

Issue: CommentSold products aren’t syncing to Shopify

The product sync is one way only from Shopify to CommentSold.

Issue: Products not auto-publishing to webstore

To have products auto-publish, the setting for this is:

1. Website Content > Preferences > Default product to Unpublished is disabled.

AND

2. Setup > MSM > Do not sync published status with Shopify is disabled.

Issue: Sale price and Retail price fields are both showing the retail price

This is expected behavior.

When no sale price is present in Shopify, both fields will show the retail price.

This does not affect the appearance of the item on the web or app. The customer will just see the retail price.

Issue: Product inventory shows 0 in CommentSold but has inventory in Shopify

Possible causes for this are:

• Item does not have a description in Shopify. Once you add a description, the inventory will sync right away.
• The inventory was added into a Shopify location that is not the default location chosen in MyShipManager.
• The inventory for the item in Shopify is negative. If an item is oversold in Shopify, it will show 0 in CommentSold to prevent overselling.

Issue: "Error: cURL error 28: Operation timed out after 2000 milliseconds with 0 bytes received (see libcurl - Error Codes )"

This is usually the result of a minor server slow down. Please wait 5-10 mins and see if the error clears.

Issue: CS Sku Doesn’t Match Shopify SKU

Cause: When creating the product in Shopify, if you leave the sku field blank but add variants with SKUs, that leaves the parent SKU blank on our end. We autofill a parent sku on our end because we need one.

How can we confirm this?

Shopify will show a grey bar in the SKU field.

To see this, follow these steps:

1. Go to Products in Shopify.
2. Select the checkbox next to the desired product.
3. Select Bulk edit. There you will see if the parent SKU is blank.

Resolution: Because Shopify does not allow a parent SKU to be created once the product is saved, there is no way to edit this. You would have to recreate the product.

Issue: Customer is trying to cart product getting error “items were unavailable. They were removed from your cart and added to your waitlist. Please try to checkout again"

Cause

• First Paid First Served enabled and the item sold out.
• Issue with your Shopify account status. If your Shopify account is frozen, we cannot properly access it. Shopify accounts can be frozen for reasons such as missed payments, verification issues, or suspicious activity. To unfreeze it, you must first pay any outstanding bills and resolve any verification requests from Shopify, which may include providing requested documents. If the issue is not billing-related, you can contact Shopify Support to address the specific reason for the freeze.

Issue: Final sale setting disabled but product still has final sale product tag

If you remove the final sale tag in Shopify, it removes the final sale setting in the product details in CommentSold, but it does not remove the tag in CommentSold. You can manually remove this.

Issue: Product is showing as synced from Shopify but it was created directly in CommentSold. 

Cause: CommentSold uses Product IDs (not skus) to sync products from Shopify. These Product IDs are assigned automatically during product creation. 

When creating products directly in CommentSold, the product is assigned a unique Product ID that is not already in use in your account. When you create a product in Shopify, the same thing happens. But CommentSold and Shopify do this separately. So you could end up with a Product ID that accidentally matches a Product ID in the other platform. 

When the systems sync, Shopify will see the Product ID in CommentSold and sync their product to it. 

This can cause issues with inventory logs and inaccuracies in your product details and orders. 

Resolution: If a Shopify product is syncing to the wrong product in CommentSold, there is no way to edit the Product ID in either platform. You can duplicate the product (which will assign a new Product ID) or create a new one.