Troubleshooting Checklist

Owned by Alex Do (Unlicensed)
Last updated: Jul 10, 2024 by Sophie Cooper
2 min read

If you're having problems seeing a Vendor or their products in the Store Manager or in the live Marketplace, check the following:

  • Is the Vendor assigned to the Site? If you can't see them in the Store Manager the answer is no. Raise a support ticket for assistance.

  • Is the Vendor set to live? Check in Vendor Settings, under Operational Details

  • Do you have Site Manager permissions for every site the Vendor and/or product is assigned to? If the answer is no, you will be unable to edit the Vendor and/or products because it will impact all sites. Ask the Vendor to make the required changes or raise a support ticket for assistance.

  • Are there delivery methods set up for the Site? If the answer is no, the Vendor will be unable to go live, as they must have at least 1 delivery method.

  • Has the Vendor added delivery methods? If the answer is no, the Vendor will be unable to go live, as they must have at least 1 delivery method. These can be assigned in Vendor Settings.

  • Is the product assigned to the Site? If the answer is no, it won't be visible on the live Marketplace, even if the product is set to "live". Sites can be assigned in each product, but only from the sites available to the Vendor.

  • Is the product set to live? If the answer is no, it won't be visible on the live Marketplace. Check this on the Catalogue page.

  • Does the product have an image? This is not a mandatory field in the Edit / Creation page for products, but if there is no image uploaded a placeholder icon will show in the live Marketplace. 

  • Has the Vendor set their turnaround time? If the answer is no, they will be unable to go live. This is set in Vendor Settings.

  • Has the Vendor connected their Stripe account? If the vendor is transacting through the Marketplace, with a £/$/€ charge for a product they will need to have a Stripe account connected for these products to go live in the Marketplace. If the Vendor is just offering Deals or complimentary products with no £/$/€ value they do not require a Stripe account.

  • Is the Store switched on? If not, no vendors or products will display in the Marketplace. Check this in the Site Settings.