Orders being placed on products that are not in The Iconic

If people are ordering products on The Iconic that have been deactivated in Shopify it might because the product hasn't also been deactivated in Seller Center.  

IDA Connect cannot check whether every product is active in all channels every cycle.  This is why you need to deactivate the product in Seller Center as well.

If you deactivate a product in Shopify without also deactivating it in The Iconic Seller Center it will cause the product to be continuously updated with the last inventory we got from Shopify.  You need to make sure the product is deactivated in the Seller Center as well.

You can also do a product reset. This will delete all the internal linkages in IDA Connect then run full product sync. You can start a product reset from the Products section in the IDA Connect dashboard. Please note the syncs are paused while this happens to reduce the number of errors. The process takes around 30 minutes to run and you will get an email once completed.

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If you believe the product was properly deactivated in Seller Center prior to the order time, you may need to request the Iconic Seller Center audit log for the SKU, which should show at what time the product was deactivated in Seller Center.

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Sometimes there are problems with The Iconic's systems. We can check the cause of the problem if you provide us with the Seller Center audit log for the affected orders. 

For example, if The Iconic sold a product when there was no stock available, you will need to log this with the Seller Center helpdesk.  You may need to send The Iconic the IDA Connect log/screenshot that shows the time the stock level was updated on Seller Center.

See also Oversells and Negative Stock Quantities.