This feature is only available for ShopKeep merchants on select pricing packages.

ShopKeep eCommerce Troubleshooting

This guide focuses on problems you may encounter with ShopKeep’s eCommerce Integration. If you have not set up eCommerce integration, visit the ShopKeep eCommerce Integration article to learn how to get started.

Table of Contents

Product / Item Issues

This section covers issues related to the products in your online store.

An item did not sync from BackOffice to my online store.

If an item is present in BackOffice but missing from the ‘Products’ page in ShopKeep eCommerce, the item is probably unsupported for ShopKeep eCommerce.

  1. Make sure the unsynced item is supported in ShopKeep eCommerce.

    Unit priced items, open priced items, and “NO” option modifiers do not sync to ShopKeep eCommerce.

  2. If the item is supported, wait 24 hours and check the 'Products' page again to see if the item has synced.

A product is not showing up for sale on my online store.

Typically items do not appear for sale because they were not enabled during setup. Search for the product, then enable it for sale on your online store.

  1. From the eCommerce Dashboard, click 'Catalog' and select 'Products'.
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  2. Search for the missing product.
  3. If the product appears, toggle the switch under the product name to enable it for sale on the online store.
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  4. If the product does not appear, complete the steps from the issue above.

My online store says a product is out of stock, but I still have some left on hand.

Products are marked out of stock on your online store and become unsellable when their quantity on hand reaches 0 in ShopKeep. Update the quantity on hand of the item in BackOffice to ensure the quantity is correct in ShopKeep eCommerce.

  1. Follow the steps here to add more units of the relevant item in BackOffice.

I need to remove a product for sale from my online store.

Disable a product in ShopKeep eCommerce so it will no longer appear for sale in your online store.

  1. From the eCommerce Dashboard, click 'Catalog' and select 'Products'.
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  2. Search for the product.
  3. Toggle the switch under the product name to disable it for sale from the online store.
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How do I remove a product from the front page of my online store?

If a product is assigned to a category, it can be removed from the front page of the online store. Customers will still be able to search for the item and find it via its category page.

  1. From the eCommerce Dashboard, click 'Catalog' and select 'Categories'.
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  2. Click 'Store Front page'.
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  3. Select 'Category products'.
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  4. Click the trash can icon next to a product to remove it from the front page.

    If the trash can icon is gray, that item is not assigned to any categories other than the front page. To remove it from the front page, assign it to a different category and repeat steps 1 – 4.

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A product in my online store is not appearing in BackOffice.

If an online store product is missing from the BackOffice Item List, you may have created that product only in the ShopKeep eCommerce Dashboard. eCommerce integration is a one-way street: only items created in BackOffice will sync to your online store. Delete the item from ShopKeep eCommerce and recreate it in BackOffice so the item will sync properly to your online store.

  1. In ShopKeep eCommerce, delete the product.
  2. Create the item in BackOffice or at the register.

    For step-by step help, visit our Add a Basic Item or Add an Item with Variants article.

  3. Follow the steps here to customize the new item and enable it for sale in ShopKeep eCommerce.

I accidentally deleted a product from my online store.

Items deleted in the ShopKeep eCommerce Dashboard cannot be restored. To sell the item again and maintain its link with BackOffice, you would need to delete and recreate the item in BackOffice.

Please be aware that:

  • If a deleted item is re-added in BackOffice, labels printed for the original item must be re-printed.
  • Deleted items appear on BackOffice sales reports, but do not appear on certain other reports. Visit the Inventory FAQ to learn which reports are not supported.
    1. From the BackOffice Item List, click the item to edit it.
    2. Click 'Delete', then 'Continue' to confirm the deletion.
    3. Add the item to BackOffice again.
    4. In ShopKeep eCommerce, customize the recreated item and enable it for sale.

    Order Issues

    This section covers issues related to the ordering process.

    The business information in order emails is incorrect.

    Update your business information in the ShopKeep eCommerce Dashboard to fix any mistakes.

    1. Follow the steps here to update your business information in ShopKeep eCommerce.

    I am not receiving credit cards payments from online orders.

    1. Contact your payments provider for assistance.

    How do I refund or cancel an order?

    Refund the order via your payments provider, then mark the order as refunded or canceled in the ShopKeep eCommerce Dashboard and adjust item quantities in BackOffice as needed.

    1. Log into the account for your payments provider and issue a refund to the customer.
    2. From the eCommerce Dashboard, click 'My Sales' and select 'Orders'.
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    3. Select the order number to view details.
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    4. Change the 'Payment Status' to 'Refunded' or 'Cancelled' and adjust the 'Fulfillment Status' as needed.

      Refunding or canceling an entire order will automatically add products back to the quantity on hand in ShopKeep eCommerce but will not affect the quantity on hand in BackOffice.

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    5. In BackOffice, update the quantity of each order item to reflect the correct amount currently on hand.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    I need to shut down or disable my online store temporarily.

    1. From the eCommerce Dashboard, click 'Settings' and select 'General'.
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    2. Click ‘Close Storefront for Maintenance’
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    I need to reopen my online store after closing it temporarily for maintenance.

    1. From the eCommerce Dashboard, click 'Settings' and select 'General'.
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    2. Click ‘Open Storefront’.
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