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Product not syncing from Epos Now to WooCommerce

If your product data is not in sync, and your dashboard shows Products sync from EN > Woo, this page will help you work through the most common causes.

This page covers product create, update, and delete issues in this sync direction.

Quick checks​

Before looking into the detail, check these first:

  1. Confirm the product sync direction on the dashboard
  2. Confirm the product is linked, or that sell on web is enabled if you use that setting
  3. Check the correct Epos Now product actually changed
  4. Check the EN Products Queue
  5. If you make a change on the Epos Now product and do not see it in our queue within a few minutes, make sure you get in touch

Check your product sync direction first​

If your dashboard shows Products sync from EN > Woo, then product changes should be made on Epos Now and the integration will update WooCommerce.

If your dashboard shows Products sync from Woo > EN instead, then this page does not apply.

If you need a refresher on how this sync direction works, have a look at:

Check the Epos Now product​

Start by checking the product on Epos Now itself.

The most important things to confirm are:

  1. the product actually changed
  2. sell on web is enabled if you use that setting
  3. the product type and setup match what WooCommerce can support

Check the EN Products Queue​

For EN > Woo product sync issues, the most useful queue is usually the EN Products Queue.

If there is a queue item, the Comment field will usually tell you why the product was skipped, blocked, or failed.

Reference:

If there is no item in the EN Products Queue​

If you make a change on the Epos Now product and do not see it in the EN Products Queue within a few minutes, make sure you get in touch.

This usually means the change has not reached us at all.

If there is an item in the EN Products Queue​

The most useful thing to check is the Comment field.

Common messages and what they usually mean are listed here:

Some of the most common issues on this sync direction are:

Sell on web is not enabled for this product​

If you use sell on web as part of your setup, this product is not currently marked to sync to WooCommerce.

Tick sell on web on the Epos Now product if it should sync.

Product create is not enabled or Product update is not enabled​

The queue item reached us, but that action is disabled on your account.

If you expect that action to sync, make sure you get in touch.

Product is not linked​

The product is not linked, so a linked update could not be applied to WooCommerce.

Check the product linker and link the correct WooCommerce product if needed.

Reference:

Woo product already linked with EN product​

The WooCommerce product we found is already linked to a different Epos Now product.

Check the product linker first and correct the link before retrying.

Reference:

Delete is disabled​

A delete-style action was received, but delete sync is disabled on your account.

If you expect deletes or sell on web unticks to affect WooCommerce, make sure you get in touch.

<tax group>(<id>) is not mapped​

The Epos Now tax group on the product is not mapped to a WooCommerce tax class, so we could not build a valid WooCommerce product update.

If you are not expecting tax class sync on this product, or you are not sure how the tax mapping should work, make sure you get in touch.

sell on web setting​

If you use sell on web as part of your setup:

  1. if it was never ticked, the product may not be created on WooCommerce
  2. if it was unticked later, it behaves like a delete and applies your configured delete action

If the product was previously synced and then sell on web was unticked, check what your delete action is set to do on WooCommerce.

Matching and duplicate issues​

If the wrong WooCommerce product is linked, or a duplicate WooCommerce product already exists, check the product linker first.

The safest process is usually:

  1. decide which WooCommerce product you want to keep
  2. unlink the wrong or duplicate product
  3. link the Epos Now product to the correct WooCommerce product

Please note that the WooCommerce product we match to does not have to be published. If it matches a WooCommerce product in draft, private, or even trash, we can still use that match.

If the matched WooCommerce product is in trash, the sync can bring it back out of trash.

If there are multiple matching WooCommerce products in trash and no active product to use instead, the sync will stop and need manual review.

Reference:

Variable products​

Epos Now cannot create new variable products or new variations on WooCommerce.

If a WooCommerce variation is already linked, updates can still sync through to that linked variation.

If you need a variable structure on WooCommerce, the usual setup is:

  1. create the variable product manually on WooCommerce
  2. link the relevant variations
  3. let future updates sync through those links

Useful guides:

WooCommerce status and visibility​

New WooCommerce products created from Epos Now can be created in a configurable WooCommerce status.

Matching can also find existing WooCommerce products even if they are not published yet.

That means you may need to check WooCommerce products in draft, pending, future, private, not just published products.

Keep the product direction in mind​

When Epos Now is the product master, product changes made directly on WooCommerce may be overwritten by the next product update from Epos Now for any fields that are enabled to sync.

For the wider product sync behaviour in this direction, have a look at:

What to do next​

If you have fixed the obvious issue, for example ticking sell on web, correcting the link, or sorting out which WooCommerce product should be kept, then:

  1. make another product change on Epos Now to trigger a fresh product event
  2. if needed, run a full product sync from the utilities page on the dashboard

If a full product sync fixes the problem once, but the product later drifts out of sync again, that usually means the event-driven product sync is not working properly and we need to know about it.

When to contact support​

Make sure you get in touch if:

  • you make a change on Epos Now and it does not appear in the EN Products Queue
  • the queue comment is unclear
  • the product still does not sync after a full product sync
  • the product drifts out of sync again after being corrected

Please include:

  • the Epos Now product
  • the WooCommerce product link if there is one
  • if it is a variation issue, which variation has the issue
  • any relevant queue comment or screenshot