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Troubleshooting Guide

Resolve common sync issues and understand error messages.

"Sync Failed" Status

If a sync log shows Failed, click on the log entry to see the standardized error message. Common causes include:

  • Invalid File FormatThe attachment was not a CSV, Excel, or PDF, or it was corrupted.
  • Zero Rows FoundThe file was empty or the parser couldn't find the data table.
  • Shopify API ErrorTemporary connection issue with Shopify. The system will retry automatically.
  • Missing ColumnsThe file is missing required columns (SKU, Quantity) defined in your template.

Format Drift Detected

Format Driftmeans the supplier changed their file layout (e.g., renamed "Price" to "Cost" or moved columns).

How to fix:

  1. Go to the Supplier settings in the dashboard.
  2. Upload the NEW file format as a sample.
  3. The system will detect the new columns. Confirm the mapping.
  4. Save the new template. Future emails will work automatically.

Safety Guardrails Triggered

GhostSync prevents "bad" files from destroying your store data. We abort the sync if:

Wipe Protection

Triggered if a file tries to change >50% of your total inventory at once. This usually means the supplier sent a partial list.

Partial File Risk

Triggered if the file contains less than 20% of your known SKUs.

If these trigger on a valid file, you can use the Run Anyway button in the sync log details.

Unknown SKUs

If the supplier sends SKUs that don't match anything in Shopify, we list them as "Unknown".

You can map these in the SKU Mapping tab. For example, map supplier SKU NK-123 to Shopify SKU NIKE-AIR-123.