How to Troubleshoot Synchronization Errors with Supplier Files

When syncing product data from a supplier file, several issues can prevent stock, price, or product information from updating correctly. This guide summarizes common problems and the steps to resolve them.

Check Product Identifier Mapping

• Ensure the column mapped as Product Identifier actually exists in your supplier file.
• If the mapped identifier (e.g., "item number") is not present in the file, no products can be matched or updated.
• Confirm with your supplier that the file you are connecting to is the correct one and includes a valid identifier (SKU, barcode, or another unique field).

Verify Shopify Location Availability

• If stock is not updating, check whether the product is assigned to the same location you selected in Stock Sync.
• For example, if the feed is configured to update the TKC location, ensure the product is available at the TKC location in your Shopify store.
• Products not stocked at the selected location will not update.

Validate File Structure (CSV, Sheets, etc.)

• Errors such as "Incorrect row separator" generally indicate formatting issues in the supplier file.
• Review the file in a plain-text editor and check for:
• Consistent line endings
• Proper delimiter usage (commas, semicolons, etc.)
• For Google Sheets feeds, verify that the preview sync shows updates. If preview works, the file format is usually acceptable.

Confirm File Name and Availability

• For FTP/SFTP imports, verify that the file name and path match exactly what is on the server.
• Example: If the server lists the file as /products_export_1.csv, ensure the same is entered in Stock Sync.
• If the file is different from expected, confirm with your supplier.

Test Preview Sync

• Use Preview Sync to identify whether Stock Sync can read the file and detect updates.
• If preview shows correct updates but sync fails, revisit field mapping, location settings, or file format.

When to Contact the Supplier

You may need to reach out to your supplier for:

• Missing identifier columns
• Incorrect or empty export files
• Permission or access issues on FTP/SFTP servers

If issues persist after these checks, contact Stock Sync support with:

• Feed name
• Sample SKU or barcode not updating
• File source link or file copy
• Screenshot of your field mappings

Updated on: 28/05/2026