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Issue with Shopify Connector adding incorrect inventory values on Shopify

  • 18 September 2024
  • 5 replies
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We are experiencing an issue on our Shopify, where the connector is manually adjusting inventory numbers by adding a sort of “phantom” inventory available for customers to purchase. This is creating the qty available in Shopify and Acumatica to not be in sync, and creating a lot of backorders in Acumatica. From looking at the different transactions on a given item, there is not return, refund, or assembly being created where it would add a positive value to push to Shopify. Below is an image from Shopify where the connector is adding in a “random” positive value. Some more background information: we only first encountered this issue on items that we are including in a online sale, so the volume of orders coming in for these items increased significantly. Prior to us listing the item on sale, the inventory in Shopify and Acumatica was perfectly in sync, with no error records on the template or product availability in the Sync History screen. I am seeking advice from someone who may have experienced a similar issue, or guidance on where to look in Acumatica to see some sort of log from the connector where I could see why it thinks it needs to manually adjust the values.

 

Best answer by Yuri Karpenko

@mralyea , in my experience, the most probably reason for this is the ‘unevenness’ of product availability and sales orders sync. Here’s how it happens. If you have a new order in Shopify, it will reduce the available quantity, say, by 1. But if that order is not synced to Acumatica, and you sync product availability from Acumatica to Shopify, it will add back that 1 item quantity. Also, I see that your Availability Mode is set to Available. This setting means that each product availability is calculated by a formula you have set up on the Availability Calculation Rules, and then assigned to each Item Class. There is a chance that some of your Availability Calculation Rules do not deduct items on open or on-hold sales orders, so those orders that come from Shopify do not impact the availability qty for your items, and as a result, product availability sync overstates the inventory count.

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5 replies

KarthikGajendran
Acumatica Moderator
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@mralyea We need more information to debug or answer you. 

We need to check your instance to find why this is happening. If you have Inventory Adjustment value defined at the item level? This will add or substract the actual inventory and export to Shopify. 

Connector will just sync what you have in Acumatica. Do you have multiple locations in Shopify? 

Also, we need to check the warehouse inventory mapping you have defined in the stores form? 

What is your default mode? It is On hand, Available for Shipping etc., 

 

I would recommend you to create a case with Acumatica so that we can look for more details and provide you a answer. 


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  • Author
  • Jr Varsity III
  • 34 replies
  • September 18, 2024

Hi @KarthikGajendran  we do not have any Inventory Adjustment values defined on any of our products at this time. We have one location in Shopify, and 3 warehouses in Acumatica that we pull values from. In the case of these products, their available inventory values ONLY pulls from the HS warehouse you see in the image below. Hope this helps, if not I will create a case with our VARs.

 


  • Freshman II
  • 6 replies
  • September 18, 2024

@mralyea Here are some troubleshooting steps you can try.


On the sync history screen, filter for the Shopify products external id and check if you are getting all of the parent and child records under the same external id.


External Id:

 

 

Above screenshot is for 23 R2 instance. From the screenshot it looks like you are using Acumatica version previous to 23 R2, so you may see a little different outcome.
 

  1. Click on the external id on the product availability line. It should take you to the actual product. If it’s not the case, internally some mapping is broken.
     
  2. In lower Acumatica version, you may see all the variant childs listed on the above filter. If the product you have issue is not listed on the filter, this again means some mapping is broken.

In my past experience the mapping between Acumatica product and Shopify product can get wrongly assigned if there are multiple changes happen on Acumatica (e.g., converting a simple item to template, converting a template item to simple etc.)

If the products that you have is of a smaller subset, you can try removing the product availability record on the sync history for those products, do a fresh prepare (this establishes a new cross-reference), and do the product availability sync.
 


In some cases, there could be two product availability line on the sync history, ensure the duplicate entry is removed. This can also create issue. 

 

Best Regards,

Sathish S


Yuri Karpenko
Captain II
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  • Captain II
  • 338 replies
  • Answer
  • September 18, 2024

@mralyea , in my experience, the most probably reason for this is the ‘unevenness’ of product availability and sales orders sync. Here’s how it happens. If you have a new order in Shopify, it will reduce the available quantity, say, by 1. But if that order is not synced to Acumatica, and you sync product availability from Acumatica to Shopify, it will add back that 1 item quantity. Also, I see that your Availability Mode is set to Available. This setting means that each product availability is calculated by a formula you have set up on the Availability Calculation Rules, and then assigned to each Item Class. There is a chance that some of your Availability Calculation Rules do not deduct items on open or on-hold sales orders, so those orders that come from Shopify do not impact the availability qty for your items, and as a result, product availability sync overstates the inventory count.


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  • Author
  • Jr Varsity III
  • 34 replies
  • September 18, 2024

@Yuri Karpenko thank you for that explanation, I do believe your first suggestion is the cause of the issue! 


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