TranslatorHQ

Comparison Reports review the products that are linked between your Retail Express and eCommerce stores, and provide insights based on the data. They contain the following sections:

1. Product Errors
2. Products Missing in Retail Express
3. Products Missing in eCommerce
4. Incorrect Variable Matrices
5. Product Stock Mismatch
6. Product Pricing Mismatch

Product Errors 

The most important section of the report is the Product Errors report. It should always be addressed first. Often, when product errors are fixed, errors in other areas of the report are also resolved. Each line of the Product Error report details the cause for the error. Below are some common causes of product errors: 

"Supplier SKU must not contain special characters e.g (/\!@#$%^&*(),=+<>)" 

To fix this basic error, remove the illegal characters listed above from the SKU. 

"Variant is missing a size"

"Variant is missing a colour"

A Retail Express variable product matrix needs unique size and colour combinations in REX. This error shows that a product is missing an attribute field. Add the missing attribute/s. 

NOTE: if one product is missing both fields, both errors above will appear separately.

"Variant has a duplicate size and/or colour"

A Retail Express variable product matrix must contain unique sizes and colour combinations. 

Good

Bad

"Supplier SKU must not contain spaces"

Retail Express has indicated that spaces in SKUs may be a problem in the future, but they are permitted for now. Our comparison reports have taken this advice on preemptively. Although this reported error will not cause issues for now, it might in the future. It is safest to not have spaces in your SKUs, and we recommend removing the spaces if possible. 

"Supplier SKU must not be the same as Manufacturer SKU on variable products"

This error applies to WooCommerce stores. WooCommerce has a single list of all products and the SKU is a unique field. It can not occur twice. To resolve this, make the Code or Manufacturer SKU different from the supplier SKU. 

Products Missing in Retail Express

This section of the report covers products that can be seen by the integration in your eCommerce store but not your Retail Express. 

Some cases where this is expected:

1. Pre-order products which are "hidden" from the integration in REX
2. Gift vouchers with no equivalent product in REX
   

In such cases, disregard these errors.

Other causes:

• The SKUs in REX and your eCommerce store are not aligned.
• The product has been intentionally disabled in REX but you have not alerted us to perform a refresh, so the connector is still looking for a "deleted" product - notify us so we can perform a refresh
• The product has been intentionally disabled in REX but you have not deleted the product in your eCommerce store - delete the product in your eCommerce platform
• The product is unintentionally not marked or incorrectly marked for export to web - enable the product for export to web 

Products Missing in eCommerce Store

This section of the report outlines the products that are currently missing in your eCommerce store but can be seen in your Retail Express. 

Possible causes: 

• They might have not been created on purpose (e.g. when the integration is still in the testing phase). There is not anything you need to do.
• They may have product errors that mean the connector cannot properly "find" them - check the product error and incorrect variable matrices reports for the products, and fix the errors.
• The SKUs in REX and your eCommerce store may not be aligned. Correct the SKUs in your eCommerce platform, or delete the eCommerce product and ask us to recreate it fresh with the integration.

If none of the above are the case, there are a few different reasons as to why products have not been transferred across into your eCommerce store. Please check the following:

1. Make sure the product has Export to Web selected, and that there is a Sales Channel and Source Group assigned
2. Make sure the product is not disabled inside of Retail Express  

If the supplier SKU once existed on the eCommerce store the product will not be re-created automatically. Please email support@translatorhq.com.au and request a refresh.

Incorrect Variable Matrices

This section of the report outlines the products that do not have the same variables in Retail Express and your eCommerce store. Similarly to the product errors, issues here can cause errors to appear in other sections of the report. 

Because the integration has to update a whole product and all its variations at once, if a size or colour of a variant is missing the whole product cannot be updated.

For most stores, a variable will be a size or colour. An example of products causing an incorrect variable matrix to be reported:

Ecommerce:

Retail Express:

Incorrect Variable Matrix Report:

In the report above, it is not reporting the variants for the single SKU listed on the the left. Instead, it is listing the "first" SKU of the products falling into that particular variant (in this case, colour). There are three BLACK products in the eCommerce store, with the product "MMULXS" (size 8) listed first. So this SKU is the SKU that shows up in the report. 

Product Stock and Pricing Mismatch

This report displays the products that do not have matching stock/pricing between Retail Express and your eCommerce store. 

If you have a new store: It is important to verify that the stock and pricing in REX is correct before running the first stock and pricing sync. 

The purpose of this report is to indicate there is an issue. You are not meant to fix anything manually in your eCommerce store. These reports are the evidence of a problem, or an indication that your REX details are incorrect.

It is important to always treat REX as the source of "truth" for your inventory. If you are certain that a stock or price detail is incorrect in REX, amend it in REX. 

If a detail is not incorrect in REX but there is still a mismatch, look for the cause of the problem. Refer to the other reports to see why it can not align the products in question. If you fix up the cause of the mismatch, the system will fix the mismatch for you. Common causes of these issues:

• A product was manually altered in your eCommerce store after being created by the integration. 
• A detail was updated in REX but your data map does not allow for the detail to be updated in your eCommerce store. If you expect to change a piece of information in REX and have it show up in your eCommerce store, then this information field needs to be set up to update. Contact us to change your update settings.
• There are errors in the product errors/incorrect variable matrices reports that are stopping the integration from updating the product, causing a mismatch in data. 
• Prices may not have been correctly set. Refer carefully to this article to check that you're using the correct process. 

Do not change stock or price manually in your eCommerce store. Fix the cause of the error and the integration will fix the symptom.