Trouble shooting checklist for items not online

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Trouble shooting checklist for items not online

There can be multiple reasons why items are not live.  The below steps will helps you to troubleshoot your items to find the reason why items are not online and the how to solve basic issues.

Step #1 Catalog Upload Check

  • Check if the catalog or the item is uploaded successfully in the Seller Portal. To confirm the item uploaded, please follow the path below.

Products > Product Mgmt > Browse & Edit > (Item can be searched with Item ID, UPC, Manufacturer model number)

YES, if the item is found uploaded in the account, the please proceed to Step #2 for further checks.

NO, if the item is not found in the path mentioned, check if there are any errors during the process of item upload.  Sellers can access error report from the Seller Portal under:

Seller Portal>Products>Products Mgmt>Error Processing. Click the orange “Download all Errors to date” button.

If there are errors relating to the item you are looking for, then try to fix the item details as per suggestions in the error and upload the file/ item details again.

To understand the error please check the knowledge article on errors and their meanings.

Once the item is found in the Browse & Edit page of the Seller Portal, check if the item was assigned a PPID (Permanent Product ID).  See below image on where to locate PPID.

If the PPID is not generated, wait for a minimum of 30 minutes and check the Seller Portal again for the item detail again for PPID.

Reach out to Seller Support team if still see issues with PPID via contact us form.

Note:

Unless all checks are completed in Step #1 do not proceed to Step #2.

Step #2 Inventory Upload Checks

Check if the quantities are assigned to the item successfully. To confirm the inventory is loaded against the item, please follow the path below. Use the search box to search for the item in question.

You can also check the inventory from Products tab Browse & Edit To see if the quantities were provided see the image below for reference.

YES, you may check if the item is ready to go live by proceeding to Step #3 for further checks or wait until the next day after the item has been indexed by our site search engine.  Our site indexes in the early morning hours daily.

NO, if thequantities are not loaded, then provide the same and wait until the next day after the item has been indexed by our site search engine.  Our site indexes in the early morning hours daily.

  • Please check if there are any errors during the process of inventory upload.  Sellers can access error report from the Seller Portal under inventory tab as shown in the image below.

To understand the error please check the knowledge articles on Inventory upload via UI and bulk templates.

  • Once the errors are fixed, upload the inventory feed again and check for errors if any.
  • After all inventory errors are cleared pertaining to the item, then wait until the next day after the item has been indexed by our site search engine and check the seller storefront for confirmation.
  • See below the path on how to view seller storefront from the Seller Portal along with image for reference.

Seller Portal > Seller Tools > View seller storefront.

Click on the “View Seller Storefront” link as shown in the image below.

  • This will redirect to Sears storefront where you can see if the item is live after site indexing as indexed your items which is generally done the next morning from the time of inventory upload.
  • You may check if the item is ready to go live by proceeding to Step #3 for further checks or wait until the next day after the item has been indexed by our site search engine.  Our site indexes in the early morning hours daily.

Even after updating inventory multiple times and the item has the quantities showing on the Seller Portal, please contact Seller Support team via contact us form on this site.

Note

Unless all checks are completed in Step #2 do not proceed to Step#3.

Step #3 Final Checks

  • After completing all above checks suggested above and the inventory is loaded against each item, it would be suggestible to wait for 30 minutes time for the item to flow through internal system.
  • To check any particular item that is ready to go live, seller can use a simple step to find the item using Sears Product ID (“PID” / “SPM number”) from the Seller Portal.
  • How to find the PID  for an item: Please follow the path below along with images for reference.

Seller Portal > Products > Product Mgmt > Download Catalog.

Below is the image for reference from the download catalog.

  • Once the catalog is downloaded, check the spreadsheet where the SPIN id is provided. The PID is a combination of “SPM” and “Spin ID” which is the number mentioned under SPIN id column. Add the PID to the URL as mentioned below to check the item details randomly.
  1. Using the PID, the seller can build a URL to see if the item is online.
  2. From download report use SPIN ID to create the PID.
  3. Then create a URL like this: https://www.sears.com/s/p-{PID}. Example: https://www.sears.com/s/p-SPM8438645427.
  • If the item is still not found using the URL then it would be recommended to check removed items report from the Seller Portal as shown in the images below.

Please refer the knowledge article about how to work on Removed items.

  • Once removed items are fixed per the suggestions in the report, seller has to update inventory to see the items live on Sears.
  • After updating inventory follow step #3 to verify if online or it should be online after daily morning indexing is completed for the item to go live.

Still if the item is not live, please reach out to Seller Support team via contact us form for further help.

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