Items Troubleshooting

This guide is meant to help you fix common BackOffice inventory issues. If you’re having trouble managing items, customizing your button 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.

The Items List only displays 10 items.

By default, the Items List displays the 10 most recently modified stock items. To view more, change the number of items displayed per page or navigate through the other pages.

  1. Click to adjust the number of items per page.
  2. Click through the page numbers to browse the rest of the items.

Visit our Stock Items Export article to learn how to view all items in a spreadsheet.

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 Items 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 Items 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.

    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 Items 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 Button Layout Issues

    This section covers issues you may experience while managing the register’s button layout in BackOffice.

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

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

    1. In BackOffice, click 'Items' and select 'Register Button Layout'.
    2. Drag the item's button back to the list at the top.

    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 button layout page.

    If you cannot locate an item on the list at the top of the Register Button Layout page, chances are that the item is already on the layout.

    1. Search for the item by name.

      If the item does not appear, go to step 2.

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    2. Check all pages of the layout to see if the item has already been added.

      Only items that have not been added to the layout appear in the list.

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    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.

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

    This Bulk Management 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.

    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.

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