Price sync settings lost (again!)

  • markisu72

    (@markisu72)


    9 months ago

    Hi,

    we now ran into the same issue I mentioned here nearly two years ago…

    The plugin lost the setting ‘sync prices’ again and I did not touch that setting since I posted the issue mentioned above.

    I am 100% certain that the loss of that setting is related to the recent plugin update I installed lately.
    Could you please investigate that issue, since it now occurred repeatedly.

    I consider this issue to be critical with huge business impact.
    There are several people working on products and prices and they absolutely accidentally found out about price inconsistencies between the POS and WooCommerce.

    It is absolutely impossible to identify all products with price changes since the update because now the season changes and lots (lots) of prices have been updated.

    There is an event planned this weekend with about 5000-7000 visitors and an unidentified number of prices in the local store are completely wrong. Can you imagine the disaster happening during this biggest event of the year with a store with completely screwed prices?

    Luckily they just called me and I was able to track down that issue quite quickly, because we already had it two years ago.

    And I was able to fix it by changing the setting back to ‘sync prices’ and manually (imagine my current mood) opening and updating all 263 products to force the connector to sync the prices correctly again.

    Please kindly investigate that issue, because this change happens without any notice and it breaks data (and business) consistency.

    Thanks

    Markus

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    9 months ago

    Hello @markisu72

    Thank you for sharing all the details and also for taking the time to fix this situation. I understand very well how critical this is for you.

    When something occurs only once in two years and with a single report, it is difficult to state with certainty that the plugin directly triggers this. I fully acknowledge that it looks like the most obvious explanation, but this behavior needs to be reproduced. Without being able to reproduce it, we are not in a position to apply a fix.

    To move forward, I would kindly ask for more details so we can build a clearer picture. In your last report, my colleague mentioned that tax settings may influence the sync prices setting. Could you confirm the following so that we can narrow this down:

    • Did you make any changes to tax settings/plugins update related to that function?
    • Did the affected products show the 0 € prices in Zettle only, or were they also set to 0 € in WooCommerce?
    • Why didn’t you trigger a full product resync to push the correct prices again and overwrite the incorrect values?

    Please add any details that I might be missing. In the meantime, please follow these steps to share your system status report with us:

    1. Navigate to the WooCommerce / Status section in your site’s admin panel.
    2. Click on the Get system report button and then click Copy for support.
    3. Paste the report into our PrivateBin.
    4. After uploading, please share the link here so we can review the details thoroughly.

    We are waiting for your system reports to proceed with the analysis.

    Kind Regards,
    Krystian

    Thread Starter markisu72

    (@markisu72)

    9 months ago

    Hi Krystian,

    thanks for your response… I’m a bit more relaxed now after a night with good sleep, too 😉
    Sure, if this issue is not reported by different sources, I understand your perspective.

    “Did you make any changes to tax settings/plugins update related to that function?”

    No, I didn’t touch tax settings since ages.
    I do regularly update all plugins which of course include plugins handling taxes.
    But in any case, the sync settings for Zettle should not change silently in the background without any notice no matter what… or am I misunderstanding something here?

    “Did the affected products show the 0 € prices in Zettle only, or were they also set to 0 € in WooCommerce?”

    The prices in Woo were/are all correct.
    The behavior of your plugin seems to be as follows if sync prices is disabled: if it is a new product, it gets created in Zettle with price 0€.
    In case of a product which had been successfully synched with prices once, this price will stay forever in Zettle, no matter what price change is done in Woo.
    So far so logical.

    In our case, we identified the issue because some products had discounts which got removed.
    While the price in Woo now showed the correct (higher) prices, the prices in Zettle were still the ones with discount.

    Assuming first, that we had a new issue here, I excluded one of the affected products from sync with Zettle, deleted it from Zettle and resynched it again… it then showed a price of 0€ which put me on the right track.

    Since we had some price sync issues already some time ago, I luckily was able to narrow the issue down to the changed prices-sync-setting within a few minutes.

    “Why didn’t you trigger a full product resync to push the correct prices again and overwrite the incorrect values?”

    A few years ago, we experienced several synching issues (as you can see in many of my posts here within nearly four years. I frankly did not trust the full sync and feared side effect like messed up categories, stock or duplicate products. The risk to mess it up one day before the biggest event of the year felt too risky. That is why I did it all manually.

    Here is the system report (I removed all data regarding URL / email)
    https://privatebin.syde.com/?01b6da03a06f91d3#HBMJpd8gNaKQEchAxJ3ks9r1PU2HDAvsSEFpFQmhSoxw

    Best
    Markus

    PS: regarding the taxes… I cannot tell if one of the plugins might update tax rates for European countries automatically if they change. But no plugin will change general tax configuration setting by itself

    • This reply was modified 9 months ago by markisu72.
    Plugin Support Krystian Syde

    (@inpsydekrystian)

    9 months ago

    Hello @markisu72

    To be honest, I don’t really see a clear starting point in this issue right now. I’m hoping we might find something useful in the logs.

    It would be helpful if you could zip all Zettle logs from around the day this happened. The best way would be to contact us directly via our support form here: https://zettle.inpsyde.com/docs/request-support/
    That way, you don’t have to share the files publicly.

    At this point, checking the logs is probably the only possible lead – assuming anything relevant was recorded. If we’re lucky and there’s something in the logs from your staging site that matches the timing of the change, we might be able to reproduce it.

    It’s a bit of trial and error, but let’s see what we can find.

    Kind regards,
    Krystian

    Thread Starter markisu72

    (@markisu72)

    9 months ago

    Hi Krystian,

    I know… am a dev myself… let’s hope the best.

    I will upload the zettle logs asap.
    Just as a hint (I checked a bit deeper)… we’re using Germanized from Vendidero…
    They have a EU tax helper which checks for changed tax rates and on 25th of August, it updated the tax rates for Estonia and Romania as far as I can see. Don’t know if that might have had a side effect… it shouldn’t because the POS is in Germany.

    Thx
    Markus

    PS: support request incl. the logs opened…

    • This reply was modified 9 months ago by markisu72.
Viewing 4 replies - 1 through 4 (of 4 total)

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