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Product not syncing from WooCommerce to Epos Now

If your product data is not in sync, and your dashboard shows Products sync from Woo > EN, 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 the matching identifier is filled in if the product already exists on Epos Now
  3. Check the correct WooCommerce product or variation actually changed
  4. Check the Woo Products Queue
  5. If nothing is in the queue, check WooCommerce webhooks and Scheduled Actions

Check your product sync direction first​

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

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

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

Check the WooCommerce product or variation​

Start by checking the product on WooCommerce itself.

The most important things to confirm are:

  1. the product or variation actually changed
  2. the product is not still in draft
  3. if it is a variable product, that you are checking the variation rather than the top-level variable product

private products can still sync. draft products do not.

If the product already exists on Epos Now, the matching identifier on WooCommerce needs to line up correctly so we can link to the existing Epos Now product instead of creating a duplicate.

If the identifier was wrong when the WooCommerce product was first created, a duplicate Epos Now product may have been created.

One common case is:

  1. a WooCommerce product is created
  2. the matching identifier does not match the existing Epos Now product
  3. a duplicate product is created on Epos Now
  4. the identifier is corrected later
  5. future updates now go to the linked product, leaving you with two Epos Now products using the same identifier

Check the product linker to see what the WooCommerce product is actually linked to:

Check the Woo Products Queue​

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

If the product change never appeared in the queue, the issue is usually on the WooCommerce side before the update reached Slynk.

The most common causes are:

  1. the product stayed in draft
  2. WooCommerce webhooks are disabled
  3. webhook permissions were lost
  4. Scheduled Actions are delayed or backlogged

Reference:

If there is an item in the Woo 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:

Product not linked​

The WooCommerce product is not linked to an Epos Now product.

Fix the product link, then make another product change on WooCommerce or run a full product sync if needed.

More than 1 product found​

We found multiple matching Epos Now products and could not tell which one should be linked.

Check the identifiers on WooCommerce and use the product linker to link the correct Epos Now product.

Multiple Woo products linked to EposNow product​

More than one WooCommerce product is linked to the same Epos Now product, so we do not know which WooCommerce product should update Epos Now.

If only one WooCommerce product should control updates, fix the links and use ignore product update on the others where appropriate.

The field Sku cannot contain any of the following : \ ' # > <​

Epos Now rejected the SKU because it contains characters that Epos Now does not allow.

Correct the SKU on WooCommerce, then trigger another product update.

Product type variable is not valid for sync​

The top-level variable product is not the sync record.

Check the variation instead.

Product update is not enabled or Product delete 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.

Duplicate and matching issues​

If a duplicate product has already been created on Epos Now, the safest process is:

  1. unlink the duplicate Epos Now product
  2. link the WooCommerce product to the correct Epos Now product
  3. delete the duplicate product from Epos Now

If the issue is that the existing Epos Now product was already linked to a different WooCommerce product, then correct the identifiers on WooCommerce first so the matching works cleanly.

Categories​

If a WooCommerce product has multiple categories, or no categories, and master category is not set, the category fallback can behave differently depending on the action:

  1. on create, we use the default Epos Now category
  2. on update, we keep the existing Epos Now category

If category sync is part of the issue, check whether master category has been set on the WooCommerce side.

For more detail on the category logic, have a look at:

Variable products​

For variable products, we do not use the top-level variable product as the sync record.

The main product data is checked at the variation level, except for the master category if that has been set on the parent product.

One common issue is that WooCommerce has not assigned the variation name correctly, so multiple variations appear to have the same name.

They may not actually be duplicates, but they can look like duplicates in Epos Now.

If that happens, set the Epos Now specific name in our custom field on the variation. The placeholder text on that field shows the WooCommerce variation name that is currently being used.

Useful guides:

Keep the product direction in mind​

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

We only update the fields that are mapped on your account.

If a field is not mapped, we leave it untouched on Epos Now and you can continue editing that field directly in Epos Now.

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 correcting the identifier, fixing the product link, or resolving the WooCommerce webhook path, then:

  1. make another product change on WooCommerce 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:

  • the queue comment is unclear
  • the product still does not sync after a full product sync
  • the product never appears in the queue
  • the product drifts out of sync again after being corrected

Please include:

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