Product errors after go-live
Lesson 21 of 21 6 min read
The product does not exist error is the most common failure once Integrations are live. Learn to resolve a batch of them quickly, and to stop them coming back.
Even with careful alignment, new products launch, codes get typed in a hurry, and partners send codes you didn't expect. This lesson covers resolving product errors after go-live, especially when many Documents fail at once.
Recognise it
A product with Id '00000000' or code 'ABC' does not exist.
The code in the message is the SKU Supply Lens couldn't match against your ERP or inventory system's item master. The Document stops rather than creating a partial or incorrect record.
Resolve it
- Open the stopped Document (for example from Sales → Orders) and check the Logs for the unrecognised SKU.
- Check whether the SKU exists in your item master.
- It doesn't: add it, with the format exactly as the source sends it.
- It does, in a different format: correct the source, or add a cross-reference in Supply Lens to translate between the two.
- Reprocess the Document from its screen.
When many Documents fail at once
A new product going on sale before it's in the ERP can fail dozens of orders in an hour.
- Filter the Documents list to failed Documents, using the date filter to narrow to the period.
- Select the failed rows (up to 100) and click Logs to see all their errors together. Download CSV if you want to sort them in a spreadsheet.
- Group by code. Most batches come down to one or two SKUs.
- Fix each code once, in your item master or with a cross-reference.
- Reprocess all the affected Documents together.
The new single origin
Hilltop's marketing team puts a new Kenyan single origin live on Shopify at 09:00. By 10:30, 31 orders
have failed. Priya selects them and opens their logs together: 29 fail on HT-KENYA-250, which isn't
in Unleashed yet, and 2 on HT-KEN-250, a typo in a Shopify variant. She asks the buyer to add the
product to Unleashed, corrects the Shopify variant SKU, waits for both to save, and reprocesses all 31.
Every one completes.
Afterwards she adds a step to the product launch process: add to Unleashed and Supply Lens first, put on sale second.
Stop it coming back
- Launch in the right order: item master first, then Supply Lens Products and partner codes, then the sales channel.
- Re-run your SKU comparison whenever you add a channel or a batch of products.
- Load partner code lists as soon as partners send them, before their first order.
- Keep a log of every product error and its cause. Patterns tell you which process to fix.
Recap
- The error names the SKU that couldn't be matched; the Document stops rather than sending something wrong.
- Fix it in the item master or with a cross-reference, then reprocess.
- For batches, select failed Documents, view their logs together, fix each code once and reprocess together.
- Prevent repeats by launching products in the right order and re-checking SKU alignment.
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