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 product features and functions issues for Trade Runner:
When Product Blocking is not working - Guide to fix:
For blocking to work an Upload To Trade Me has to happen. So check the jobs to see if one has run. Check any failed jobs, or check for slowness in jobs completing, common on the TR clusters with TM.
Check that the product is not also part of a product exclusion or that there are not other functions being applied to the product.
If a blocked product in TR is still on TM check with Dave Stewart by giving him the SKU, there could be something on TM is keeping the product listed.
If you feel there may be a wider issue with Blocking, escalate it with examples.
General slowness can be a factor with trade me. Be patient.
When Product Exclusions are not working - Guide to fix:
The key thing to check with product exclusions is that the wording format is correct. No comma's, no spaces, no symbols, if the field has characters that are not allowed it will not work. Use the contextual help
When Promotions are not working - Guide to fix:
Has it expired?
Is ''apply to sale item' ticked or unticked?
Is it incorrectly configured, leading spaces or characters.
Retailer error when setting up.
Product Group not set up correctly, the SKU has to be the eBay LINK SKU not the ecommerce SKU if they are using one.
Did they do a full upload after activating the promotion
Is it working on some products and not others? Check with TM to see if there is a conflict on the marketplace.
When listings have the incorrect product description or listing template information - Guide to fix:
The syntax is not correct. Check formatting and tags.
The wording has html or other symbols.
They have an exclusion interfering.
Mis-Configuration
Old product not purged correctly.
Check what is in the payload that we are sending up, is it in there yet still not showing on the listing? Check with the TM team for for any upload errors.
For Magento check attribute field mappings and check the import feeds is not interfering with field mappings.
Remove any information and test using basic wording or test info.
Check finer points and FAQ's.
When images are not displaying, refreshing or import or uploading correctly.
When an image has not been updated and or they have kept the same image URL use the Force and Image Update by editing a single product. Can only be done via single product editing.
When a size chart image is not working correctly - includes import and upload - use the FAQ.
When the retailer thinks we have imported the images incorrectly for Bigcommerce and Shopify - there are two FAQs explaining how we import images.
When they are trying to add an image and it is not working, check the URL for leading spaces. Check the URL works by going to it and that you can view the image correctly and the size is correct.
FAQs - http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000070000-adding-an-image
Check how the images are displaying on their ecommerce store against what we have.