Before any troubleshooting begins please prepare the Support Ticket as per the Ticket Guide.
**If the retailer has not provided enough information when they first submit the ticket and you need more information to be able to accurately troubleshoot and understand the issue use the Canned Response called 'Please provide more information to help us assist you'.
Most common listing issues for Trade Runner:
Item is listed on Trade Runner but is out of stock in the retailers eCommerce store. Guide to fix:
Using the example product find the product in Trade Runner and Trade Me and insert the example links into the ticket.
Use the TOP URL link on the product page to check the product is out of stock on the eCommerce store.
If the product is OOS and is still active in our system use the Update from Shopify/BC/Magento button to update the product from the Ecommerce store.
If the item is still listed on Trade Me and needs to be zeroed use the Zero Out Quantities button on the product page.
You can check with the Trade Vine team if you want to ensure the listing as been removed and that it won't list again until it has stock.
The product should the be 'no stock' in the store, inactive with no inventory in Trade Runner and 'not listed or listing ended' on Trade Me.
If the product is part of an order (an oversell) then the retailer will have to follow the Cancel Order process or update inventory in their ecommerce store.
Other points to check when a product quantity is not in sync and this has caused an oversell.
Have there been any recent failed jobs that caused products to not update. eg. a failed import jobs, any failed jobs in the last 3 to 4 days.
Check the View Audit Log on the product page if you need to see when the product was last updated.
If the product was sold while OOS and the order needs to be refunded/cancelled send the relevant article to the retailer.
Item should be listing on Trade Me but has a Validation Error or is not listing for some other reason. Guide to fix:
Use the product examples to find the product and see the error. Use the FAQ to get a better understanding of the error and how to resolve it.
Check that the product is not part of a product exclusion.
Check that the item definitely has stock.
Sometimes there is no error in Trade Runner Do an Upload to Trade Me (or other marketplace), this will generate an updated error if there is one.
Check to see if there is a stock buffer.
Check to see if the product is part of an expired promotion.
Check if it ever has listed and has something changed from the ecommerce store.
Product is listed on the Trade Me Marketplace with the incorrect price. Guide to fix:
Using the example provided ensure you have the product link in Trade Runner, in the retailers ecommerce store and a listing link on the Marketplace.
Ensure you have determined what the price is and what the price should be.
Check if the price difference is on the Parent Product or a Variant and read the relevant FAQ's for Shopify and Bigcommerce, this can be a common scenario.
Check if the price difference is the tax value, check the tax settings.
Check for any promotions, a promotion could be altering the price of the product incorrectly.
Check to see if they have any custom currency exchange rates.
Check the raw store data file on the product page in Trade Runner to check the price in the feed, this will say Fetch from Shopify or Bigcommerce etc
Use view Omnivore Data, this will tell you what is being pushed to the marketplace and when it was pushed.
Check for failed purge jobs, and any other failed jobs that would have affected the the price updating with a listing.
Item is listed but the images are not correct. Guide to fix:
Most images issues can be understood and resolved by using our FAQ's http://traderunnersupport.omnivore.com.au/support/solutions - search by keyword ' image ' to display the articles, this in most cases will explain the issue.
Item is listed but the variants are not correct or not displaying as expected. Guide to fix:
Using the example product find the product in Trade Runner and Trade Me and insert the example links into the ticket.
Use the TOP URL link on the product page to check the variants/options on the eCommerce store. Check to see how the variants are behaving based on how it is viewing on the ecommerce store.
Use a keyword search of ' variant ' on the support page to check the articles against the issue. Variant issues can be specific to the ecommerce platform and our articles cover most issues.
Understand how each ecommerce platform handles variants. For Magento check the field mappings.
Check for keyword exclusions, sometimes a keyword could be excluding a variant from listing but the parent product may still list.
Item is listed but the product is not listed as the retailer thinks it should be. Guide to fix:
Ensure the retailer explains what is happening, what should be happening and what outcome they want.
Other product/listing anomalies include product description is not correct, product name is not correct, product price is not correct, product does not have correct shipping, product appears to have an incorrect SKU in eBay LINK.
Use your product example to update the ticket with links and explanations to highlight / confirm what the exact issue is.
Using the Support Pages - http://traderunnersupport.omnivore.com.au/support/home - search by keywords such as description, price, product title, shipping, SKU. In most cases you will find the relevant articles to explain or resolve the issue.
A common issue can be that the retailer is trying to edit the Product Description so it is different between their Store and the Marketplace, there are several ways to do this.
Always check what is in the payload against what is on the Product Page, what is in the payload is what we push to the marketplace.
If they are tying to make basic changes but the format is not behaving use the FAQ's for do's and don'ts
Also consider that HTML and links are not allowed on Trade Me.