Skip to main content

Something does not appear in the shop

The most common cause is right at the beginning — it explains the majority of all cases.

My change has no effect

Changes to the eCom configuration only take effect once the data has been provisioned. Afterwards, the eCom system retrieves them automatically — depending on the setting every 15 or 30 minutes.

So first check: saved, provisioned, and waited long enough?

See Provisioning of data.

An uploaded image does not appear

Almost always it is one of these two causes:

  • After upload, it was not saved. An uploaded image initially only resides in the temp folder; only Saving stores it properly.
  • It was provisioned without the Images checkbox. Images are only transferred on request.

See Uploading images and Provisioning of data.

A container does not appear, although image and position are correct

Check the Status. Only Released appears in the shop — In progress, Completed and Deleted do not.

Also check the Display period From/To: If today's date is outside this range, the container remains invisible.

See Marketing container and Creating and positioning containers.

A customer sees fewer items than expected

Three causes are possible:

  • the setting Do not display items without inventory
  • the setting Hide product groups
  • a order template with closed listing applicable to this customer, which limits the assortment to an item list

See Item overview page.

A document entry is missing in the customer's menu

For this, two conditions must be met:

Condition Without it
the associated right is set in the role the entry is missing in the menu
there are documents of this type the entry is also missing

A customer without documents therefore sees nothing — even if all rights are set. This is a common stumbling block when troubleshooting.

See Documents.

The voucher field is missing in the cart

The setting Voucher input is not set. It works independently of the voucher management: Without the field, even a created, valid voucher cannot be redeemed.

See Maintaining settings.

A voucher is rejected although it is created

Go through the voucher fields — validity period, client, currency, usability and minimum order value. The message in the shop states the reason.

A special case: If Combinable with eCom discount is set to No and the special discount is higher than the voucher, the shop rejects it.

See Coupons and Special Discounts.

The main menu item “eCom" is missing in the web backend

Then there is no eCom licence. Without a licence, the menu item does not appear.

See Licensing.

The minimum order value is not checked

Check where you have maintained it. At the client, there is the Minimum order value twice — general and in the eCom tab. Only the value in the eCom tab counts for the shop.

The field Minimum order value (warning) has no effect in the shop at all.

See Maintaining client values for eCom.

A setting seems to have no effect at all

Some client fields do not affect the shop, even though they are maintained correctly. There are two different reasons for this:

Field Reason
Minimum order quantity, Minimum order unit The shop does not evaluate them — they only affect the sales client.
Maximum item value, Warning at quantity They are calculated, but their message is a Enquiry — and the shop always skips enquiries because no one could confirm them.

The page Maintaining client values for eCom notes for each field what affects the shop.