Troubleshooting menu sync and product display

This article will guide you through possible causes and solutions for products not displaying on the online menu, and how to troubleshoot menu sync issues.

Before you begin

  • Ensure you have the correct permissions to perform the operations in this guide. Reach out to your account administrator to update your permissions if you are unable to access any of the settings discussed.
  • Menu sync happens automatically every 5–20 minutes, depending on your POS integration. Dutchie POS syncs every 5 minutes, while other integrations like Flowhub, Cova, and BioTrack sync every 10 minutes.
  • Syncs can take longer the first time or if there is a large amount of data that needs to be synced. The first sync may also not happen until the Category Mapping for the POS integration is completed in Dutchie Admin > Settings > Integrations > Categories.
  • Quantities will sync over at quicker intervals than the regular menu sync interval.

Menu sync basics

Menu sync happens automatically every 5–20 minutes depending on your POS integration. You can check your last sync time in the top right corner of your Integration Settings. Admins can also view this information in the green header bar that appears in the Menu Tab.

Your menu is synced with Dutchie Point of Sale.Dutchie Point of Sale integration settings page.

Common causes for menu issues include:

  • Sync delays - You need to allow time for automatic sync to occur.
  • Inventory status - Items may be out of stock or below quantity thresholds.
  • Category configuration - Products may not be assigned to correct categories or mapped properly.
  • Room configuration - E-Commerce room settings need to be enabled.
  • Online availability - Products must be set to Available Online in your POS.

Troubleshooting: Products not displaying on the online menu

Several factors can impact whether products are displayed on your online menu.

Problem Possible cause
Products not displaying on the online menu Syncing Delays - Menus sync automatically every 10–20 minutes. There might be a delay in the sync process.
Display issues with Products in E-Commerce Room Configuration - E-Commerce room configuration needs to be enabled for the product to display on E-Commerce.
Configured item as available in Dutchie POS, but it doesn’t appear on the online menu Low Inventory Thresholds - Low inventory thresholds may be set too high. This setting can be adjusted from within each product page in the Catalog of Dutchie POS.
Brands, items, inventory, or categories not showing up on the online menu Quantity Thresholds - When the quantity shown in Dutchie POS is less than or equal to the quantity threshold the Quantity Threshold may need to be readjusted. Add in Dutchie Admin > Settings > Integrations > POS > Settings.
  Category Mapping - Categories need to be properly represented during the configuration process in Dutchie Admin for products to show online.

Solutions

Follow these troubleshooting steps to resolve products not displaying on the online menu.

Check sync status

Allow enough time for the automatic sync to occur.

  1. From your Dutchie E-Commerce admin page, navigate to Settings > Integrations.
  2. Click on your active POS integration.
  3. Check the Last Sync time in the top right corner of your Integration Settings.
    • If Last Sync is before inventory changes were made, wait for the next sync.
    • If Last Sync was several hours ago, reach out to Dutchie Support for next steps.

Check quantity threshold

Ensure that the items are not below the quantity threshold.

  1. From your Dutchie E-Commerce admin page, go to Settings > Integrations.
  2. Click on your active POS integration.
  3. Click the Settings tab.
  4. Scroll down to the Quantity Thresholds section, and click Edit within that category.
  5. Select a quantity from the drop-down menu(s).
  6. After editing all thresholds, click Save.

Review low inventory threshold

The Dutchie POS low inventory threshold compounds with Dutchie Admin's quantity thresholds, affecting the product's visibility online.

  1. Check the product catalog in Dutchie POS, on the ‘details page,’ and review the low inventory threshold field.
  2. Review the ‘location detail’ page and check the low inventory threshold for the impacted location.

Verify available online setting

Check that the items are set to show online in the ‘Online Details’ tab in the Product Catalog. This is the most common misconfiguration.

Check room configuration

  1. Navigate to Dutchie POS Rooms and select the room tied to your online menu.
  2. Ensure that E-Commerce Room is turned on.
  3. Verify that the Room accessible by menus has Dutchie selected.
  4. Click Save.

Confirm category configuration

Confirm that the items are assigned to the correct category.

  1. Navigate to Settings > Integrations > Point of Sale > Categories at admin.dutchie.com.
  2. All categories must be mapped to reflect associated products on the online menu. Categories set to Select Category have not been mapped since they integrated over.

Manually trigger sync

  1. Move the items from the sales floor to a different room in your POS.
  2. Move the items back to the sales floor; this will manually trigger a resync of this product.
  3. Allow 10–20 minutes for Menu Sync to occur.
  4. Check the online menu to confirm if the items are now visible.

"Weight" field requires a value

  1. Enter a weight to ensure items sync to the online menu

Troubleshooting: Duplicate items on your online menu

Problem Possible cause
Duplicate Items on your Online Menu. Data hygiene in the POS causing product duplication in the E-Commerce menu.
Product duplication.  

Solution

Follow these steps to resolve product duplication.

Duplicate verification

Make a note of the product name and any other relevant details of the duplicated product.

Access POS system

Log in to the Point of Sale (POS) system where inventory is managed and locate the item that is duplicated.

Examine product details

Review the details of the items, paying attention to weights and naming conventions, or any pricing tiers that could be associated with the item(s) as any discrepancies will generate a new item on your online menu.

Admin users can view the connected POS item in Dutchie Admin, in comparison to the Product Name field, and confirm if the products are mis-matched or connected to the incorrect Library Content item.

Product details for Willamette Valley Alchemy.

Admin should also check that the item in Dutchie Admin is toggled to Active, to appear on online menus.

Menu item editing interface for a product.

Add missing details

  1. If there are missing units, such as "g" for grams, ensure they are included in the product naming convention.
  2. Edit the POS titles to match so items can merge together on Dutchie E-Commerce.

Save changes

Save the changes made to the product details in your POS system.

Allow for menu sync

Give your system a moment to synchronize the menu changes. This process may take a few minutes to reflect the updates.

Still need help?

If these steps still do not resolve the issue:

  1. Take screenshots of the Product details in Dutchie POS, as well as in the Inventory.
  2. Include screenshots for the items that were compared in your inventory in the troubleshooting steps above.
  3. Send all screenshots to Dutchie Support with a description of the issue.

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