Troubleshooting Overview
Start here when something doesn't look right. Most issues fall into one of four categories — pick the one that matches your situation and go straight to that guide.
Where to start
| My situation | Go to |
|---|---|
| Numbers don't match Shopify, products showing wrong quantities, data looks off | Common Problems |
| Data seems old or hasn't updated recently | Connection & Data Status |
| A metric seems wrong or doesn't match my intuition | Metric Troubleshooting |
| Revenue in Synplex doesn't match revenue in Shopify | Why Revenue Numbers Differ |
| Stock quantities are greyed out and I can't edit them | Stock Data is Read-Only |
| I've tried everything and I'm still stuck | When & How to Contact Support |
The standard troubleshooting sequence
For most data problems, work through these steps in order before contacting support:
- Check the Last Synced timestamp on the dashboard — if it is more than 24 hours old, data may be stale
- Go to Settings → Sync and trigger a manual sync, then wait for it to complete
- Check the specific problem in Common Problems
- If a metric looks wrong, verify its inputs in Metric Troubleshooting
- If data still hasn't updated after a manual sync, check Connection & Data Status
- If nothing has worked, contact support via When & How to Contact Support
How Synplex keeps your data current
Synplex pulls data from Shopify using three layers that work together automatically:
Webhooks fire in real time whenever you make a change in Shopify — stock adjustments, new products, and price changes appear in Synplex within seconds.
Daily reconciliation runs overnight and recomputes all product metrics. It acts as a safety net that catches any changes webhooks may have missed and ensures everything is recalculated on a fresh baseline each day.
Manual sync is available any time you want an immediate refresh — for example, before an important meeting or after making a bulk update in Shopify.
You do not need to manage any of this. Synplex handles the connection, webhook registration, and retry logic. Your job is to verify that data looks right and trigger a manual sync if you need an immediate refresh.
Data freshness at a glance
| Last synced | Status | What to do |
|---|---|---|
| Less than 24 hours ago | ✅ Fresh | Nothing needed |
| 24–72 hours ago | ⚠️ Stale | Trigger a manual sync |
| More than 72 hours ago | ❌ Problem | Try manual sync, then contact support if it doesn't update |
Note: the Last Synced timestamp reflects reconciliation and manual syncs. Webhook updates happen in real time and may not change the timestamp — so data can be current even if the timestamp looks a little old.