Inventory not Updating

Hi there,

Are you using any kind of inventory syncing plugins that sync with an external service? Most of the time, that’s where the problem lies.

The site has WooCommerce Square, and it has worked fine for a year. All the plugins are up-to-date. I disconnected and reconnected with Square. Today we published 7 new products, and WooCommerce did not update the inventory for those products in Square. I clicked on Run Now for woocommerce_square_inventory_poll in Tools>Cron Events, and the inventory did not update in Square. I then ran the wc_square_sync in WooCommerce>Status>Scheduled Actions, and the inventory amounts in Square updated WooCommerce, not the other way around. In the General tab for a product there is a checkbox next to “Update product data with Square data.” We leave that box unchecked because we want to manage the inventory in WooCommerce and have WooCommerce update Square. We need the inventory to update correctly with every order at the order level, the product level and in Square. We don’t have tie to constantly audit our orders to see if the inventory is updating correctly. What else should I check to make sure it works correctly every time?

To follow-up, I noticed that the product system of record was Square (it must have been changed at some point). I changed it back to WooCommerce because we want WooCommerce to control the inventory levels since very few if any products are purchased with a reader. After making the change I noticed that the inventory in WC was not updating the inventory in Square. I did a sample purchase and a sample refund to see if the inventory would update. I waited for the hourly sync for the purchase and overnight for the refund to be sure with each. So here are some more questions:
1) After making the product system of record change, the checkbox in a product’s general tab now says, “Send product data to Square.” When I clicked on it for a sample product, it sent a duplicate version of the product to Square. The SKU is the same and now we have two versions of the same product in Square with one shown as a variation. Plus, the inventory and category did not carry over in the duplicate record, and Square does not allow you to delete items so we can’t get rid of the duplicate.
2) In addition, if the “Send product data to Square” box is checked, we cannot update the inventory in WC. If WC is supposed to be the product system of record, and we want WC to update Square, shouldn’t the inventory be editable in WC? Further, if that box is unchecked, WC does not update Square. I’m not sure how to have the inventory update properly.
3) In the support document (https://docs.woocommerce.com/document/woocommerce-square/#sync) it says, “When WooCommerce is your system of record, inventory changes in Woo overwrite Square inventory. When Square is your system of record, inventory cannot be changed in WooCommerce, and will always be pulled from Square.” Later in the document in a purple note it says, “Note: Inventory is always pulled from Square to WooCommerce, regardless of the Product system of record setting.” So which is it? And why would inventory be pulled from Square if the system of record is WC? I understand that Square may need to update WC if the reader is used on a mobile device, but, if not, then WC should pass the information to Square if it’s the system of record.

It took two weeks to get a response to my initial support request, could you respond more quickly this time since we have customers purchasing products and don’t want to be concerned about inventory in the meantime.

Hello @mkrei,

Thanks for letting us know you’re working with Square. There was an update to Square (version 2.0.5) released recently. If you haven’t updated, yet please go on and do that. This version does have fixes to some of the sync problems that store owners have been facing.

If you still have trouble, please open up a support ticket up here:

https://woocommerce.com/my-account/create-a-ticket/

That way we can make sure you get timely replies.

Thanks!

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.