Images from variations are removed

[yarnsewelllove]

We have a large number of product items in our inventory (yarn) and some of those items have a large number of variations (colours etc). Each variation we have has an image showing the yarn and its colour.

We have noticed recently that for some reason variation images are being removed. Sometimes one or two and sometimes all of the variation images for a particular item.

Has anyone else seen this issue?

[k_atie]

Hey @yarnsewelllove, thank you for flagging this to us! Let's see if we can find a resolution for you. 

On which system are the variation images not appearing? Is it on one of the Hardware systems, such as the Terminal or Register? Or is it your Dashboard or your website? Are all of the images disappearing or is it only happening for particular items? 

The more information you can give me in relation to this issue, the better equipped I will be to resolve it. 😊

[yarnsewelllove]

Hello,

Yet again, we have lost the connection between images in our variations and the images that are stored within the Item.

This problem seems to be a recurring issue and we have spent many hours again reselecting the images for each variation. We have tried to reproduce what is causing the issue but can not find a set of steps that cause it.

Our setup:

Retail store running POS on ipad

Additional iPad running retail app and used to check in new stock and potentially add new variations.

PC at home where we can update the Online part of our store with the images, weights etc

We typically use the iPad app to update the variation count and add new variations

We use the Online (not Square website) to add images to the Items/Variations

If the variations do not have the image added, then when the customer chooses the variation from the list, the image will not update with the colour and so they can't see what they are buying.

It seems to be completely random how images get dropped from the variations. Perhaps it is happing during the sync between Square and the Online site? But it doesn't seem to be consistent. Some items have one or two variation images missing. Some have all their images missing. We have been through the whole inventory many times now adding back the images to the variations and it seems to be a complete waste of time as after a while gradually they are all being cleared.

The only thing that we think could coincide with the cause, is when we add new inventory it may be causing the issue. We have tried doing this to reproduce the problem, however, it doesn't.

We are getting very little sales from our website and we are certain that there are customers not buying as they can't see an image of the variations.

[_Violet]

Hi @yarnsewelllove - Alanah here, stepping in for @k_atie . I'm sorry to see that the issues with your item images has brought you back to the Seller Community! 😥

When the  Square Sync feature is working correctly, item images found in your Square Item Library are synced across multiple platforms including Square Online. When you update or delete an item image in one place, you’ll see the change reflected in every place your item is visible (such as your website).

What you've described does sound off, but it's difficult to pinpoint what may be happening without looking at your account and settings with you. Any urgent, billing, or other account-specific questions should be submitted to our Support Team via phone or email. We cannot address questions specific to deposits, refunds, bank accounts, or other account-specific details in the Seller Community.

The best way to reach out is by phone because our team can look at your account with you and help you make adjustments in real time. If you haven't already, please reach out directly by logging into your Square account and heading here. Please do let me know if you happen to have any trouble contacting us.