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Stock not syncing from WooCommerce to Epos Now

If your stock levels are not in sync, and your dashboard shows Stock syncs from Woo > EN, this page will help you work through the most common causes.

Quick checks​

Before looking into the detail, check these first:

  1. Confirm the stock sync direction on the dashboard
  2. Confirm the product is linked
  3. Check the stock actually changed on WooCommerce
  4. Check WooCommerce webhooks and Scheduled Actions
  5. Check the Stock Queue

Check your stock sync direction first​

It is common for users to forget which platform is currently the stock master.

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

If your dashboard shows Stock syncs 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:

Our stock sync relies on the product link so that we know which Epos Now product should be updated.

If the product is not linked, the stock update cannot be sent to Epos Now.

You can check the current product link on the product linker:

Check the WooCommerce side first​

If there is no item in the Stock Queue, the issue is usually on the WooCommerce side before the stock update reached us.

Check:

  1. the stock actually changed on the WooCommerce product or variation
  2. WooCommerce webhooks are enabled
  3. Scheduled Actions are running and not heavily backlogged

Reference:

Check the Stock Queue​

The Stock Queue is usually the best place to check what happened after the stock update reached Slynk.

If there is a queue item, the Comment field will usually tell you the reason why the stock did not update.

Processed stock queue items are cleared daily at midnight UTC, so you will normally only see the current day's completed items. Older stuck items are also cleared out, so if you are checking later, you may no longer see the original queue item.

Reference:

If there is no item in the Stock Queue​

If the stock change never appeared in the queue, the problem is usually before the event reached Slynk.

The most common causes are:

  1. the stock did not actually change on WooCommerce
  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 Stock 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 messages on this sync direction are:

Product not linked​

The product is not linked, so we do not know which Epos Now product should be updated.

Fix the product link, then trigger another stock change on WooCommerce or request a full stock sync.

Product stock update marked as ignored​

This product has been set to ignore stock updates.

Check whether this was intentional:

No locations set in user data​

There is no valid Epos Now sync location configured for the account.

Make sure you get in touch so the location setup can be corrected.

Current stock level on EPN is ... Not sent because stock level on EposNow changed since product creation.​

This is a one-time safeguard that can happen when a product has just been created on Epos Now from WooCommerce.

If the stock on Epos Now changed after the product was created, and before the initial WooCommerce stock was sent, we do not overwrite the newer Epos Now stock with the older WooCommerce value.

Check both stock levels and either correct Epos Now manually or request a full stock sync if needed.

Keep stock direction in mind​

When WooCommerce is the stock master, stock changes made directly on Epos Now will normally be overwritten by the next stock update from WooCommerce.

This direction is designed so that WooCommerce remains the source of truth for stock.

For the wider stock and order behaviour in this direction, have a look at:

What to do next​

If you have fixed the obvious issue, for example linking the product or fixing the WooCommerce webhook path, then:

  1. change the stock level again on WooCommerce to trigger a fresh stock event
  2. if needed, request a full stock sync

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

Reference:

When to contact support​

Make sure you get in touch if:

  • there is no valid Epos Now location configured
  • the stock never appears in the queue
  • the stock still does not sync after a full stock sync
  • the stock drops 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