Items Troubleshooting

Use this guide to help you fix common BackOffice inventory issues. If you’re having trouble managing items, customizing your register layout, or using Bulk Management, continue below for help.

Table of Contents

Inventory Item Issues

This section covers problems you may run into while browsing and managing inventory.

An item’s quantity is stuck at 0.

If register transactions do not affect an item’s quantity, inventory tracking may be disabled. Sales and returns are still recorded, but the system does not track the number of units on hand for the item.

Follow the steps below to begin tracking an item’s quantity.

  1. Select an item from the Item List.
  2. Enable inventory tracking.

    For basic items, toggle on ‘Track Quantity on Hand’ and click ‘OK’.

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    For items with variants, toggle on ‘Track inventory’ and click ‘Save’.

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  3. Adjust the item's quantity on hand to the correct amount.

    Visit the Receive & Adjust article to learn how to adjust items.

If you have many items to update, use Bulk Management to modify them all at once using a spreadsheet.

Some items have a negative quantity.

When an item’s quantity is 0 and the item continues selling, the quantity becomes negative. Negative quantities affect inventory value but can be easily fixed.

  1. Adjust the quantity of the item to the correct number.

    To prevent the quantity from going negative, be sure to receive the item whenever you get more in stock.

I added a new item but don't see it on the register.

Most likely, the item was either made inactive or the register was not updated after its creation. Follow the steps below to check the item’s status and sync it to the register.

  1. In BackOffice, go to the Item List and select the item.
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  2. Make sure the 'Active' box is checked.

    If the box is not checked, check it and click ‘OK’.

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  3. Sign in to the register as a manager.
  4. Open the Control Panel and tap 'Get Updates'.
  5. Look for the item's button or search for the item by name to confirm its availability on the register.
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The cost and/or quantity of an item is incorrect.

Whether you entered the wrong cost when creating an item or accidentally received the incorrect quantity, follow the specific step below to fix the issue.

  • If you need to fix only the item’s quantity:
    1. Adjust the quantity of the item to the correct number.
  • If you need to fix the item’s cost:
    1. Visit our Weighted Average Cost article to learn how to fix the item.
    1. Follow the steps here to update inventory item costs with Bulk Management.

    I cannot select a ‘Liability Tender’ when adding a new item.

    The ‘Liability Tender’ drop-down is only visible after enabling at least one liability tender. If you cannot select a liability tender when adding a new basic item, visit the Tenders page to set active tenders for the account.

    1. Click ‘Settings’ and select ‘Tenders’.
    2. Enable one or more ‘Redeemable’ tenders.
    3. (Optional) Set up a new liability item linked to a redeemable tender.

    “Unable to create liability items in multiple locations.”

    This error appears when trying to automatically create a liability item in all linked locations. Liability items must be manually set up in each individual location to avoid this error.

    1. Click ‘Cancel’ to cancel the current item.
    2. Add the liability item to the current location.
    3. If necessary, manually create the liability item in other locations.
      a Switch to another location.
      b Manually create the liability item in that location.
      c Repeat a – b in step 3 as needed to add the item to additional locations.

    How do I delete an inventory item?

    Delete an item in BackOffice to completely remove it from inventory. The item’s sales history will still be recorded in reporting up until when it is deleted.

    If you delete an item and re-add it later, labels printed for that item will not scan at the register. New item labels will need to be printed. If you intend to sell the item again in the future, you could set the item’s register status as Inactive instead of deleting it so the item remains in inventory but no longer appears for sale at the register.

    1. Select an item from the Item List.
    2. Click 'Delete' or 'Delete Item'.
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    3. Click 'Continue'.
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    4. At the register, open the Control Panel and tap 'Get Updates'.

    I accidentally deleted an item.

    If you delete an item from inventory, you must recreate the item to be able to sell it again. Deleted items cannot be restored. Additionally, labels printed for the deleted item will not scan at the register and must be reprinted.

    Register Layout Issues

    This section covers issues you may experience while managing the register layout and customizing item buttons in BackOffice.

    I made an item inactive, but it's still on my register layout.

    Inactive items automatically disappear from the ShopKeep Register app after you Get Updates, but they are not removed from the BackOffice register layout setup page. Follow these steps to completely remove a button from the layout.

    1. In BackOffice, click 'Items' and select 'Register Layout'.
    2. Drag the item's button back up to the list.
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    3. Sign into the register as a manager.
    4. Open the Control Panel and tap 'Get Updates'.

    An item is missing from the list on the register layout page.

    If you cannot locate an item on the list at the top of the BackOffice register layout setup page, chances are the item is inactive or already has a button on the layout.

    1. In BackOffice, click ‘Items’ and select ‘Item List’.
    2. Search for the item, then click to select it.
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    3. Make sure the ‘Register Status’ box is checked.

      If it is not, check the box and click ‘OK’ to save.

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    4. See if the item is already on a register layout page.
      a For basic items, the ‘Button Page’ field shows if the item is on a page.
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      b For items with variants, go to the Register Layout and manually check all pages for the item.
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      For items with customized button names, click the button to view the actual item name.
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    5. If the item is not on a register layout page, search the layout by name for the item.
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    “There was a problem saving that change. Please try again.”

    This error occurs if changes cannot be saved when adding a button to the register layout, usually due to an internet connection problem

    1. Troubleshoot your internet connection.

      If accessing the register layout setup page from an iPad, follow the steps here to troubleshoot.

    2. Refresh the Register Layout page.
    3. Add the button to the layout again.

    My register layout was not copied to a specific location.

    This happens when a location contains items with duplicate names. Follow the steps below to resolve this issue and copy the layout again.

    1. In BackOffice, switch to the location where the layout was not copied.
    2. Go to the Item List.
    3. Click to sort by the ‘Item’ column.
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    4. Look for a group of two or more items with the same name.
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    5. Either rename or delete items from step 4 so the item name is no longer duplicated.
      • To rename an item: click the item to edit it, then enter a new name and click a save option.
      Renaming an item will change its name in all historical sales reporting.
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      • To delete an item: click the item to edit it, then click ‘Delete’ and ‘Continue’ to confirm the deletion.
      If a deleted item is re-added later, labels printed for the original item must be re-printed. Deleted items appear on sales reports, but not on some other reports. Visit our Inventory FAQ to learn which reports are not supported.

    6. Repeat steps 3 – 5 until all items have unique names.
    7. Switch to the location the layout was originally copied from.
    8. Copy the register layout again.

    After copying my register layout to all linked locations, some buttons are missing.

    A button cannot be copied to the layout if the item does not exist in that specific location. Make sure all items on the layout of the original store exist in all linked locations, then copy the register layout again.

    1. In BackOffice, switch to the location the register layout was originally copied from.
    2. Review the name of each item on the layout.

      For items with customized button names, click the button to view the actual item name.

      Click to Enlarge
    3. Switch to a location missing items from its layout.
    4. Determine which items from step 2 are missing from the layout of the location.

      Either search the Item List by item name or export stock items to download a spreadsheet of all inventory items.

    5. Add the missing items from step 4 to inventory.
    6. Repeat steps 3 - 5 until all locations contain the items from the register layout of the original store.
    7. Switch to the location the layout was copied from.
    8. Copy the register layout again.

    I do not see the option to apply or copy the register layout to all locations.

    This feature, which copies the register layout from one location to all others, is only available for accounts with multiple linked locations and is only visible to the Business Owner in BackOffice.

    1. Make sure you followed the steps to link your stores.
    2. Access the Item List from BackOffice, not from the iOS ShopKeep Register app.
    3. Check if you are logged in to BackOffice as the Business Owner.

      The upper right corner displays the email used to log in. The Business Owner login is either the email originally used to create the store or the email logged in when stores were linked.

    Bulk Management Issues

    This section focuses on issues you may run into while using Bulk Management.

    “Imported file is invalid” or "Failed, please try again"

    If you see this error or run into an error page, it means you did not save the spreadsheet file correctly.

    1. Save the spreadsheet file in .CSV format.

      Visit our Spreadsheets for Bulk Imports article for help saving the file.

    2. Import the file again.

    "Unsupported file format. Please upload a valid CSV file to continue."

    This error means the spreadsheet file was not saved in the correct .CSV format. If the error is preceded by “Imported file has contents that are not what they are reported to be,” see below for more information.

    1. Save the spreadsheet file in .CSV format.

      Visit our Spreadsheets for Bulk Imports article for help saving the file.

    2. Import the file again.

    "Imported file has contents that are not what they are reported to be"

    This error appears when a spreadsheet is saved in an unsupported format, such as an Excel file, but ‘.CSV’ is added to the end of the file name.

    1. Save the spreadsheet file in .CSV format.

      Visit our Spreadsheets for Bulk Imports article for help saving the file.

    2. Import the file again.

    "CSV file must include both a header and a record"

    This error means the spreadsheet file contains only a single row. For Bulk Management to work, there must be at least two rows: a header that identifies each column and a separate row for each import item.

    1. Add additional rows to the spreadsheet.
    2. Import the file again.

    "Uploaded file is already being processed"

    This error occurs when the current file upload is being processed and you start a new Bulk Management job with a file that has the same name.

    1. Check the status of the job from the Bulk Management page.
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    2. Once the status is 'Complete', process the next job.

    There were errors with my Bulk Management job.

    The first step in resolving Bulk Management errors is to figure out what went wrong. Luckily, an error log accompanies each faulty Bulk Management job.

    1. On the Bulk Management page, click 'Download errors (CSV)'.
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    2. Open the error log in spreadsheet software.
    3. Review the 'Errors' column to see each error and the location in which the error occurred (if applicable):
        Name already used – An item with the same Name already exists in inventory. Names must be unique, so remove all duplicates from the file.

        CSV file contains duplicate item names – Multiple items on the import spreadsheet have the same name. Remove all duplicates from the file.

        Name can’t be blank – The Name field was left blank. Fill in a name for each blank item.

        Name is too long – Item names must be under 255 characters. Shorten any Name over this length.

        Option Name cannot have more than 25 characters – Shorten any Option over this length.

        Option Value(s) cannot be blank if Option Name has a value – Each Option must have some Values. Add values to each Option.

        Option Value(s) cannot contain a value of Option Name is blank – Each set of Option Values must have a Name. Add an Option Name for each set of Values.

        UPC must be either 8, 12, or 13 digits – Fix UPC codes that do not match this length. If UPC’s are in scientific notation or missing leading 0’s, check the formatting of this column.

        UPC may not begin with 2, 4, or 5. – Fix UPC codes that begin with these numbers. If UPC’s are in scientific notation or missing leading 0’s, check the formatting of this column.

        UPC already used – An item with the same UPC exists in inventory or in the import spreadsheet, so remove duplicate UPC’s. If UPC’s are in scientific notation or missing leading 0’s, check the formatting of this column.

        UPC may only contain digits – UPC’s can contain only digits 0-9, so remove any letters.

        Cost and Quantity must both be zero when Track Inventory is ‘false’ – Set Track Inventory to ‘true’ or leave Quantity and Cost blank.

        There is no Tax Group called ‘(tax)‘. Please use an existing group or create a new one. – Tax groups must be manually added to BackOffice before you can assign items to them. If all items use the same tax rate, delete the ‘Tax Rate’ column and try the import again.

        Register Status must be either active or inactive – The Register Status column can only accept a value of ‘active’ or ‘inactive’. Set the status of each item to one of these values.

        Unit is too longUnit must be two characters or less. Fix any Units that exceed this length.

        No item associated with ID – ShopKeep needs each item’s Item UUID to modify or delete items in bulk. Run a fresh Stock Items Export and try the Bulk Management job again. If you have multiple stores, you must generate a separate export for each store’s BackOffice.
    4. Correct each error and re-import the affected items.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    I do not see the option to create items in all linked locations.

    This feature is only available for accounts with multiple linked locations and is only visible to the Business Owner.

    1. Make sure you followed the steps to link your stores.
    2. Check if you are logged in as the Business Owner.

      The upper right corner displays the email used to log in. The Business Owner login is either the email originally used to create the store or the email logged in when stores were linked.

    A supplier is listed multiple times on the Suppliers screen.

    If a supplier exists in multiple linked locations under different names, enabling multi-store suppliers will merge all versions of that supplier into a central list. A supplier’s name must be identical across locations for it to be considered a single supplier. Assign all inventory items to one version of the supplier, then delete the other version(s).

    1. Export stock items from each location’s BackOffice, then open the exports.
    2. Check each export’s ‘Supplier’ column to determine which items are assigned to each version of the duplicated supplier.
    3. Assign relevant items to one version of the supplier.
    4. Delete the other version(s) of the supplier.

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