Troubleshooting

Common issues and fixes: items not syncing, duplicates, wrong quantities, and images stuck pending.

Most issues trace back to matching, policy, or the review queue. Work through the relevant section below, and if you are still stuck, contact support.

An item is not syncing

Cause: it cannot be matched, or it is outside your chosen sync scope.

Fix:

• Confirm the item has a UPC or manufacturer SKU in Lightspeed. Matching runs on barcode first, SKU second.
• Check the item is inside the category or brand you chose in Choose what to sync.
• Look at the needs-attention list. An unmatched item waits there with a reason.

A product is duplicated in Shopify

Cause: the same item already exists in Shopify without a shared barcode, so it was not recognized as a match.

Fix:

• Add the matching barcode to the Shopify product so the two link on the next pass.
• If you are migrating from another tool, make sure switcher reconciliation ran, so existing products were linked rather than re-created. See Choose what to sync.

The quantity in Shopify looks wrong

Cause: an inventory buffer is set, a reconciliation has not run yet, or the count changed in Lightspeed seconds ago.

Fix:

• Check whether a buffer is subtracting from the published count.
• Wait for the next reconciliation pass, which compares both systems and corrects drift.
• Confirm the on-hand count in Lightspeed, since Lightspeed is the source of truth.

An image is stuck “pending”

Cause: the image is waiting in your review queue for approval.

Fix:

• Open the review queue and approve or reject the candidate. Nothing publishes or bills until you do. See Image enrichment.

A collection is empty

Cause: the products that belong in it have not synced yet, or a hide-out-of-stock rule is active.

Fix:

• Let the products in that category finish syncing.
• Check whether hide-out-of-stock is hiding sold-out items. See Smart collections.

Contact support

Still stuck? We are happy to help. Email help@syncwright.io with your store name and a short description of what you are seeing, and we will take a look.