Troubleshooting Products

Occasionally, products modified using the Product Editor or a CSV file upload may not work correctly in the Draft Orders section of the application. The following are the most likely causes:

Missing Variants

Due to the way the previous oomph Product Engine application worked, product variants are configured differently on some products in comparison to others. The new oomph Product Engine application is unable to modify the product variants in order to maintain compatibility with the apps that access that data, such as the Advanced Shipping Rules application.

Products with a Base/Custom Variant Option

If the product variants contain options with the values of “Base” or “Custom”, check for the following:

Make sure all the possible combinations of values are represented in the Product Variants. For example, if you have a Color and Surface option, such as on the Tini Fenwick Side Table, make sure that each “Base” color variant has a corresponding “Custom” color variant as shown below:\

If you notice a variant is missing, add it to the product using the Add New Variant option in the Shopify product administration interface.

After updating the variants, allow 2-3 minutes for the oomph Product Engine app to update its mappings. If this does not solve the issue, move onto the Incorrect Primary Variant Option troubleshooting.

Products without a Base/Custom Variant Option

If the product does not contain any Base/Custom variant option values, make sure that all possible combinations of the product options are available in the Product Variants list.

Note: if a product option is not listed in the variants, then you do not need to add it as an option; due to Shopify’s 100 variant limit, not all options will be listed in the variants list

If you notice a variant is missing, add it to the product using the Add New Variant option in the Shopify product administration interface.

Incorrect Primary Variant Option

If a product was originally configured with a primary variant option, but updated with a CSV file that changes that primary variant option, the variants will need to be removed and recreated to match the new primary variant option.

To check if this has happened:

Open a variant on the Shopify product administration page and view the options for the product
Check that the first option matches the first option in the oomph Draft Orders app
If these do not match:
1. Is the primary variant option in Shopify correct but the primary option in the oomph Draft Orders app wrong? You may have uploaded a file with an incorrect option specified in the primary variant option column. Change this to the correct option in your CSV file and reupload
2. Is the primary variant option in Shopify incorrect but the primary option in the oomph Draft Orders app correct? In these cases, we recommend contacting us at [email protected] for assistance in updating the product to match the new primary variant option