Troubleshoot quantity synchronization issues in Salestio

The goal of Salestio is to automatically sync your store items to marketplaces like Amazon, eBay, and Etsy. When the app is correctly set up with the default settings, your marketplace items will receive updates to quantity according to changes in the store.

If this is not the case for you and the quantity does not seem to update, keep reading through the steps that will help to find the issue.

Check the product identifier

Salestio connects items using the SKU, so it has to be the same for the products to update properly. First of all, make sure that you are investigating the correct product. If the item was listed not through Salestio, its SKU may be different. Check the product SKU directly on your marketplace account and make sure that it is the same as the one in Shopify/BigCommerce/Shopware.

Here is how you can check the product SKU on the supported marketplaces:

• Amazon: navigate to Inventory > Manage all inventory. Look for the “SKU” column.
• eBay: navigate to Listings > Inventory. Look for the “Custom label” column.
• Etsy: navigate to the listing edit page and scroll to the “Inventory and pricing” section. Check the “SKU” textbox.

Enable automatic synchronization

Salestio syncs quantity for linked items by default. Ensure that this setting was not changed: navigate to the Settings tab > select your Amazon/eBay/Etsy account on the left > scroll to the “Item Synchronization” section.

Find the product in the Selling List

Salestio keeps syncing items that are in a Selling List and in a Linked status. As a next step, check if your item is linked. Open the Selling List and scroll to the item or use the search bar at the top.

If some error status is active, check the logs to find out what happened (click the “Logs” button on the right). Try resolving the error before continuing the troubleshooting steps.
Related: learn about different statuses in Salestio

If your product is not iIf the product is not in the Selling List or has a Not Linked status, quantities cannot be updated. Follow the steps below to link it:

1. Add the item to the Selling List
2. Navigate to the Inventory tab and click Download Inventories, give the app a few minutes
3. Locate the corresponding marketplace item in the Selling List
4. Click Move to Selling List and link the item

Update the item manually

To test the product connection, try to send the quantity update manually. In the Selling List, select the item in question. Run the Update QTY/Revise QTY/Update action and check the product status. After the status changes to Linked, check how the item looks on the marketplace.

Review the Global Profile settings

Your Global Profile defines how quantities and prices get translated to Etsy or other marketplaces. You can check your currently selected Global Profile right in the Selling List tab. It is also visible on the Selling List settings page (click “Edit” to view).

Navigate to the Profiles tab > Global Profiles and select the relevant profile to check your settings. The important bits are “Item QTY Mode” and “Item QTY Value”:

If you want to have the same stock values on the marketplace as in the store, keep the QTY mode at “Product”. Some modes do not support automatic synchronization. To keep using automatic quantity synchronization, select one of the modes below:

• Product
• Not more than
• Buffer

Related: learn more about configuring the Global profile for quantity sync

After making changes to the Global Profile, update your item quantity in the Selling List once again.

Other common issues

Sending 0 quantity to eBay

eBay offers two options for sold-out items: stop the listings or set the quantity to 0, which will hide the item from the search. To set the quantity to 0, out-of-stock control has to be enabled in your eBay account.

If you don’t want to use out-of-stock control, update your Salestio settings accordingly. In the Item Synchronization section of your eBay account, select “Stop the listing on eBay”:

Related: learn more about out-of-stock control and get step-by-step instructions

Managing listings, created with the old eBay app

Now discontinued, the old official eBay app for Shopify left some quirks. If you still have some items listed with the eBay app, they will need a specific configuration to keep updating. Such listings use an incompatible API from other ones. No need to worry, Salestio supports this case.

To update old eBay listings, navigate to your active eBay profile and enable the use of Inventory API:

After making changes, try updating your item again manually.
Related: learn more about managing listings created by the eBay app