10-31-2016 07:49 AM
I have been having issues with items going negative on some of the item variations. For example, I have a shirt that showed -1 for one of the variations (small), even though I only had one small sold; I had 2 smalls in stock, now I have one.
Does anyone else have issues with inventory levels going negative for no apparent reason? I looked at the item sales for this past year for one of the items in question, and it should definitely NOT have negative levels based on the sales.
11-02-2016 11:27 AM - edited 11-02-2016 11:27 AM
@brju2013 - Sorry to hear about the trouble with your inventory! This definitely shouldn't be happening. I'd be more than happy to dig deeper into this for you. To get going, would you mind providing me with a very precise example, including timeframes? Our engineering team requires VERY detailed issue descriptions before escalating. I'd also like to try and replicate things on my end, or see if I can possibly offer an explanation. 🙂 Thanks a ton!
11-02-2016 12:02 PM - edited 11-02-2016 12:04 PM
The thing is, I don't know when exactly it's happening. It has happened randomly, even if the items in question did not have any sales for the week. I only noticed because I did an item import into our big commerce website, and a CSV is generated containing errors; the error showed "The field 'inventory_level' is invalid" for several items, so I went through each of them and each had one or more variations that were negative inventory. I have only ever seen -1 for the items with the issue.
I looked at the sales history for each item, and they only showed up a few times, but not enough to make inventory go negative. For instance, one item was a hoodie. When I went to look at the inventory levels for it, it showed -1 for Small. However, looking at the sales for the entire year, there was only 1 sold, but we had 2 in stock when I entered them into the system.
I also checked big commerce sales, and it didn't show up in any orders.
As I said, it appears to be happening at random. There really is no rhyme or reason. It just does it to random items at random times, even if we haven't sold any. This also was happening before we got our big commerce website.
11-02-2016 12:09 PM - edited 11-02-2016 12:10 PM
@brju2013 - Thank for the follow up. Since your inventory is integrated with BigCommerce, it could be a glitch on their side. 🤔 Have you already reported this issue to them?
11-02-2016 12:33 PM
@brju2013 - Appreciate the follow up. If you can monitor this closely, and then provide a specific example when it happens again - we can definitely connect with our engineering team. Does that work?
12-14-2016 02:32 PM
I have been having this exact same issue. My problem with troubleshooting has been the inability to predict which items will change, so it has been hell trying to document this. I contacted support today on the phone with an example, and they said they would escalate. I doubt these are one off issues, and it was occurring before we integrated with Big Commerce as well. We do not even sell on Big Commerce yet. I wasn't given a ticket number, nor have I seen any confirmation emails about this yet.
12-14-2016 03:31 PM
Hey @scortinoandson, thanks for taking the time to contact our Support Team with an example. You should have received a case number. I'll reach out to the email address that's tied to your account. If you could reply to it with any additional details that you went over via phone as well as mention the item that was causing the trouble — we'll make sure nothing slips by. Thanks again for your help with this!
12-15-2016 06:52 AM
It happened again yesterday with several items, some of which no one ordered. One item went negative in two variants (Small and Large), while Medium went to 0. We only sold a Medium. The other items that went negative weren't even sold at all, they just went negative for literally no reason.