If you notice discrepancies between the inventory levels in Sumtracker and your store, follow these steps to troubleshoot and resolve the issue:
1. Ensure that Sumtracker is the primary source of truth for your inventory
Please ensure that there were no manual adjustments to the inventory of the SKU directly on your store. When inventory sync is turned on, Sumtracker becomes the primary source of truth for your inventory. This means that any inventory updates should only be made in Sumtracker which will then be synced to your stores. Manual inventory adjustments made directly on your store will not be detected by Sumtracker.
2. Review the “Close at Quantity” for the SKU
The "Close at Quantity" setting in Sumtracker can affect how inventory levels are displayed in your store. If Close at quantity is set for an SKU, Sumtracker will update the inventory on your store to 0 when the available stock falls below the specified threshold.
For example, if the available stock for a SKU is 3 units and the "Close at Quantity" is set to 4, Sumtracker will display 0 as the stock quantity in your store.
3. Check store specific settings for your products
For Shopify, ensure that the Track Inventory option is checked and the location is enabled to stock products.
eBay has certain restrictions and rules in place for updating the inventory of your listings. They provide a list of all potential errors that could happen on this eBay error codes page. These errors can occur when Sumtracker attempts to update inventory on eBay. To check for any errors in the listings, follow these steps:
Open up the store settings in Sumtracker
Head to the Listings tab and export the listings.
In the exported file, look for any error numbers in the 'error' column.
Refer to the eBay error codes page to understand the error and take necessary actions.
If you encounter an error, it is advisable to reach out to eBay support for further assistance in resolving the issue.
For Etsy,
Etsy does not allow the inventory to be more than 999. If the inventory in Sumtracker is more than 999, Etsy will still display as 999.
check if auto-renew listings setting is on in Sumtracker. If it's turned off, any inventory updates to an inactive listing in Etsy won't be reflected. Enabling this setting could ensure that listings remain active and inventory updates are properly synced.
For BigCommerce, ensure the following:
Inventory Tracking: Confirm that Inventory tracking is enabled.
Tracking Level: Verify whether inventory is being tracked at the product or variant level. If inventory tracking is set to product level in your store, any changes made to variant products in Sumtracker won't sync. To maintain stock for each variant, make sure to select "Track inventory at the variant level" in your store settings.
For WooCommerce, make sure inventory tracking is enabled for your product listings
4. Check Maximum Available Inventory setting in Sumtracker
If you have set a maximum available quantity for your store, the available quantity displayed in your store will not exceed this specified number. If no maximum available quantity is set, then the inventory in Sumtracker will be updated as such to your store.
For example, if the available stock for an SKU is 100 and the “Maximum Available Quantity“ is set to 20, Sumtracker will display 20 as the stock quantity in your store.
5. Check warehouse connections in Sumtracker
Verify if the warehouses in Sumtracker are correctly connected to your store. If the connection is not properly configured, any updates in Sumtracker for these warehouses will not sync with the store. Learn more.
6. Check for Conflicting Apps
If other apps are updating the inventory to your stores, this could cause discrepancies. Ensure that no other apps, besides Sumtracker, are making changes to the inventory in your store. Review your store’s app integrations and disable any apps that may interfere with Sumtracker’s inventory management.
7. Ensure your available inventory matches
Sumtracker updates the “Available Inventory” to your store. Make sure the Available inventory for the product in Sumtracker matches with the following on your stores:
Shopify, eBay, Amazon: Available Quantity
BigCommerce: Current Stock Quantity
Etsy: Quantity
WooCommerce: Stock Quantity
Walmart: Available to Sell units
8. Verify that Inventory Sync is on
For Sumtracker to be able to manage the inventory for your store, it is critical that the Inventory sync is turned on for the store. Learn more
To test the sync, update your stock in Sumtracker temporarily and check if the changes are reflected in your store. You can then update the stock back.
9. Check if your orders are syncing twice from a store to Sumtracker
Another reason for inventory mismatch is when orders from one of your stores, Etsy for instance are being synced to Shopify, and that same store is also connected to Sumtracker. In this case, Shopify also syncs the orders to Sumtracker and Etsy syncs the same orders to Sumtracker as well resulting in the inventory being deducted twice.
If so, you could consider disconnecting that store from syncing to Shopify. That way, Sumtracker will pull in the orders directly from the store and manage the inventory directly.
10. Consider a Hard Refresh of Your Inventory
Occasionally, inventory mismatches can happen due to edge cases beyond our control. Performing a Hard Refresh Inventory in Sumtracker will update all inventory data on your store from Sumtracker.
Perform a Hard Refresh of your inventory to ensure all data is correctly synced. This can be done from the store settings. Here’s a help article to walk you through the process: Hard Refresh Inventory
Contact Support if the Issue Persists
If you’ve checked all the above steps and still cannot determine the cause of the inventory mismatch, please contact our support team. Share the SKUs with discrepancies via email at [email protected].
Consider scheduling a call with our support team to investigate the issue further.