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Common Problems & Quick Fixes

Quick reference for the most common Synplex problems. Most are resolved in 5–10 minutes.

Problem 1: Inventory numbers don't match Shopify​

Symptom: Shopify shows a different on-hand quantity than Synplex for one or more products.

Why it happens: The most common cause is that a recent stock change in Shopify hasn't synced to Synplex yet. Webhooks catch most changes in real time, but occasionally a change is missed and won't appear until the next daily reconciliation or a manual sync.

Fix:

  1. Check the Last Synced timestamp on the dashboard — if it is more than 24 hours old, data is likely stale
  2. Go to Settings → Sync and trigger a manual sync
  3. Wait for the sync to complete (typically 2–15 minutes depending on product count)
  4. Check the quantities again — they should now match Shopify

If quantities still differ after a successful sync, go to Metric Troubleshooting to verify the inputs, or contact support with the product name, the Shopify quantity, and the Synplex quantity.

Problem 2: Data looks old or hasn't updated​

Symptom: The Last Synced timestamp is 24 hours or more old, or recent changes you made in Shopify aren't appearing in Synplex.

Why it happens: Daily reconciliation runs overnight and covers most cases. If you made changes in Shopify and want to see them immediately, you need to trigger a manual sync — the system won't push changes to Synplex mid-day automatically unless a webhook fires.

Fix:

  1. Check the Last Synced timestamp — confirm data is actually stale and not just showing an old reconciliation time while webhooks have kept it current
  2. Go to Settings → Sync and trigger a manual sync
  3. Wait for the sync to complete and check the timestamp — it should update to the current time
  4. Verify your recent Shopify changes now appear in Synplex

If the timestamp doesn't update after triggering a sync, go to Connection & Data Status.

Problem 3: One product shows the wrong quantity​

Symptom: Most products look correct but one specific variant has an incorrect on-hand quantity.

Why it happens: A webhook for that specific product may have been missed, or the inventory was adjusted via a manual stock count in Shopify which can occasionally lag behind.

Fix:

  1. Open the product in Shopify and confirm the quantity is actually different from what Synplex shows — verify you are looking at the same location
  2. Go to Settings → Sync and trigger a manual sync
  3. After the sync completes, check the product again

If the quantity is still wrong after a successful sync, contact support with the product name, variant, location, the Shopify quantity, and the Synplex quantity.

Problem 4: Multiple products showing wrong data​

Symptom: Ten or more products all show stale or incorrect data — quantities, prices, or other fields differ from Shopify across the board.

Why it happens: This is almost always a bulk sync issue rather than individual webhook misses. A bulk update in Shopify (CSV import, bulk price change, or a large stock adjustment) may not have been fully captured yet.

Fix:

  1. Check the Last Synced timestamp — bulk issues are almost always caused by a sync that hasn't run since the bulk change was made
  2. Go to Settings → Sync and trigger a manual sync — for large catalogues this may take 15–30 minutes
  3. After the sync completes, spot-check several products

If data is still incorrect across multiple products after a successful sync, contact support with a description of what changed in Shopify and when.

Problem 5: A metric seems wrong​

Symptom: Reorder quantity, Days to Order, Safety Stock, Grade, or another metric shows a value that doesn't match your expectations.

Why it happens: Most metrics that appear wrong are actually correct — they account for lead time, safety stock, and demand variability in ways that aren't immediately intuitive. The most common cause of a genuinely wrong metric is incorrect input data (wrong on-hand quantity, incorrect lead time setting, or a stale sales rate).

Fix:

  1. Go to Metric Troubleshooting and find the specific metric
  2. Check each input the metric depends on — on-hand inventory, daily sales rate, lead time, and safety stock
  3. If any input is wrong, fix it in Shopify or in Settings and re-check the metric
  4. If all inputs are correct but the metric still seems wrong, read the metric definition in the Data Metrics Reference

If you have verified all inputs are correct and the metric is still clearly wrong, contact support with the metric name, its current value, what you believe it should be, and why.

Problem 6: Manual sync button not responding​

Symptom: You clicked the sync button but nothing happened, the button is greyed out, or the sync appears stuck.

Why it happens: The most common reason is that a sync is already in progress. Only one sync can run at a time.

Fix:

  1. Check whether a sync is already running — the button will be disabled or show a spinner while a sync is in progress
  2. If a sync is running, wait for it to finish (2–15 minutes) — do not click the button again
  3. If the button is available but nothing happens when you click it, refresh your browser page and try again
  4. If refreshing does not help, try a different browser or clear your browser cache

If the sync button is consistently unresponsive across browsers and devices, contact support.

Problem 7: A product is missing from Synplex​

Symptom: A product exists in Shopify but does not appear anywhere in Synplex.

Why it happens: New products take until the next sync to appear. Products that are archived, set to draft status, or have inventory tracking disabled in Shopify are excluded from Synplex automatically.

Fix:

  1. Check when the product was created in Shopify — if it was added within the last 24 hours, it may not have synced yet
  2. Go to Settings → Sync and trigger a manual sync, then search for the product again
  3. If it is still missing, check in Shopify that the product is published (not draft or archived) and that inventory tracking is enabled for it

Products with inventory tracking disabled — such as gift cards and virtual items — are excluded from Synplex by design. If the product is published with tracking enabled and still does not appear after a sync, contact support.

Problem 8: A grade changed unexpectedly​

Symptom: A product's grade changed from one letter to another and you did not change anything in Synplex.

Why it happens: Grades recalculate automatically every day based on current sales volume, profit margin, inventory level, and stockout risk. A grade change means one or more of those underlying metrics shifted — it is not a bug.

Fix:

  1. Check whether sales dropped or slowed in the past 7 days
  2. Check whether the product is running low or overstocked relative to its sales rate
  3. Check whether the cost or price changed, which affects margin
  4. Go to Metric Troubleshooting → Grade section for a full breakdown of what drives each grade level

If all underlying data looks correct and the grade still seems wrong, contact support with the product name, the previous grade, the current grade, and what you believe the correct grade should be.

Problem 9: Sync is taking a long time​

Symptom: A manual sync has been running for longer than expected.

Why it happens: Sync duration scales with catalogue size. A store with a few hundred products typically syncs in 2–5 minutes. A store with several thousand products may take 20–30 minutes. Shopify API response times can also vary.

Fix:

  1. Check your product count — larger catalogues take longer and this is normal
  2. Do not click the sync button again while a sync is in progress
  3. You can continue using Synplex while the sync runs in the background
  4. If the sync has been running for more than 60 minutes with no progress, refresh your browser — the sync may have completed without the UI updating

If a sync consistently takes more than 60 minutes or appears permanently stuck, contact support.

Before contacting support — checklist​

Work through these before raising a ticket:

  • Checked the Last Synced timestamp
  • Triggered a manual sync and waited for it to complete
  • Refreshed the browser page
  • Verified the product is published and tracked in Shopify
  • Checked the metric inputs in Metric Troubleshooting
  • Reviewed the metric definition in Data Metrics Reference

If you have worked through this list and the problem persists, go to When & How to Contact Support.