Data Sync Issues

This guide helps resolve problems with data synchronization between Shopify and StockWise.

Understanding Data Sync

What Gets Synced

• Product catalog
• Variant information
• Inventory levels
• Order history

Sync Frequency

• Initial sync: During onboarding
• Ongoing: Multiple times daily
• Triggered: After certain actions

Common Sync Issues

Sync Taking Too Long

Normal duration by catalog size:

If exceeding expected time:

1. Be patient - large catalogs take longer
2. Refresh the page after 15 minutes
3. Contact support if still stuck

Products Missing from StockWise

Cause 1: Inventory tracking disabled

Solution:

1. Go to Shopify admin
2. Open the product
3. Enable "Track quantity"
4. Wait for next sync

Cause 2: Product recently added

Solution:

1. Wait for next sync cycle
2. Check again in a few hours

Cause 3: Product is archived

Solution:

1. Unarchive product in Shopify
2. Wait for sync

Inventory Numbers Don't Match

Cause 1: Sync delay

Solution:

• Wait 15-30 minutes after Shopify changes
• Data will update on next sync

Cause 2: Multiple locations

Solution:

• StockWise may show aggregate or primary location
• Verify location settings

Cause 3: Pending orders

Solution:

• Committed inventory may affect available quantity
• Compare "available" vs "on hand" in Shopify

Missing Order History

Cause 1: Order Sync Days setting

Your Order Sync Days setting limits how far back orders are imported.

Solution:

1. Check Order Sync Days in onboarding/settings
2. Increase if you need more history
3. Wait for re-sync

Cause 2: Order status

Only completed/paid orders are typically counted.

Solution:

1. Verify orders are completed
2. Check order status in Shopify

Cause 3: Very recent orders

Solution:

• Recent orders sync on next cycle
• Wait a few hours

Forcing a Sync

Currently, StockWise syncs automatically. If you need fresh data:

1. Wait for next automatic sync
2. Refresh the app
3. Contact support for manual sync if urgent

Verifying Sync Status

Check Last Sync Time

Look for sync indicators in the app to see when data was last updated.

Compare with Shopify

For specific products:

1. Check value in Shopify admin
2. Check value in StockWise
3. Note any discrepancy
4. Wait for sync if different

Preventing Sync Issues

Keep Shopify Data Clean

• Maintain accurate inventory
• Complete orders properly
• Remove obsolete products

Enable Inventory Tracking

For products you want to track:

1. Product must have inventory tracking enabled
2. Quantities must be set
3. Location must be configured

Don't Modify During Sync

Avoid making changes during initial sync to prevent conflicts.

When to Contact Support

Contact support if:

• Sync stuck for more than 30 minutes
• Consistent data mismatches
• Products never appear after enabling tracking
• Orders not syncing despite meeting criteria

Include:

• Store name
• Specific products/orders affected
• What you've already tried

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Related: Common Issues | Data Sync Overview