Operations · draft
Troubleshoot inventory and pricing
Resolve common setup, save, pricing and packaging problems.
Content updated 2026-10-29
Draft article for local review. Instructions may change before release.
Start by checking the selected retail organization and location. Then check whether the problem concerns the product definition, its selling price, or its physical stock.
An item is missing from the list
Check the organization and location, then clear or change the search. Your account may also need the correct location access. Ask an owner or manager if the expected inventory still does not appear.
A supplier is missing from the choices
A supplier restricted to one brand appears only for that brand. Check the item's Brand selection. An all-brand supplier can be used for different brands.
If the supplier does not exist yet, use Create supplier. Creating a supplier does not switch other items to it.
An item has no calculated price
Open Edit pricing and check:
- A supplier is selected for the item.
- That supplier has a source price for the item.
- Retail markup resolves at Brand, Product line or Item. Enter an explicit
0if no markup is intended. - The location has a configured sales-tax percentage, including explicit
0when intended. - If excise inclusion is enabled for the category, the applicable excise rule is set, including explicit zero when appropriate.
MSRP is only a reference and does not supply a missing selling price.
Checkout cannot be enabled
Review the calculated supplier pricing, create the package forms you intend to sell and give each one an active barcode. A SKU by itself does not replace the required package barcode.
Creating the item and saving its packages do not automatically enable checkout or receive stock.
Saving says the record changed
Another edit or stock event may have arrived since you opened the screen. Cancel, refresh and review the latest values before applying your change again. Do not replace a newer value merely to clear the message.
A package size cannot be changed
Once stock history exists or checkout is enabled, create a new package form for a different size. Keeping the original form preserves the meaning of earlier stock events and sales.
A packaging conversion cannot be confirmed
Check that both forms belong to the same item, that the source has enough recorded packages, and that the conversion produces a whole number of destination packages. Refresh if counts changed before confirmation.
If the actual problem is unreceived stock, damage, loss or an incorrect count, ask a manager to record the appropriate event instead of inventing a box opening.
The connection failed while saving stock
Reconnect, refresh the location and review the relevant receipt or packaging history before entering the same physical event again. A missing response does not necessarily mean the change failed.
A disconnected register shows older information
The register uses its installed information while disconnected. Reconnect and allow it to synchronize before expecting new catalog or pricing settings. Completed sales keep their original recorded amounts.
See Staff access and offline use.
A barcode is already in use
The message identifies the entered barcode and the item/package already using it. Use a different barcode for the new package, or open the existing package and correct its barcode assignment if it is wrong. One active barcode identifies one package form within the organization.
Previously saved item and package details are kept. Correct the conflicting value and save again; you do not need to recreate the item.