This article covers how to troubleshoot product and menu visibility issues in Dutchie Point of Sale.
Product and menu visibility issues can surface in several ways: a product may be missing from the menu entirely, displaying incorrect information, appearing in the wrong category, visible but impossible to purchase, or failing to appear after a receive. These issues can affect your online menu, your Dutchie POS register, or both.
This article walks Dispensary Managers and Inventory Specialists through the most common scenarios, with step-by-step guidance for diagnosing and resolving each one.
Things to know
- Some issues can affect a single location while others affect multiple locations simultaneously. Confirming the scope of the problem early will help you route to the right solution faster.
- A single malformed product record can block an entire sync pipeline. If only some products are missing after a receive, a corrupt record upstream may be the cause.
- Vendor mismatches between the Product Catalog and Inventory can silently prevent discounts from applying. If a price or promotion is not working as expected, verify that the vendor matches in both places.
- If Metrc is integrated, the "Prevent Untested Inventory Sales" setting can hide products from manual POS category search even when inventory exists. Products may still be scannable by barcode but will not appear in search results.
- Products can be excluded from the online menu in two places: via the POS toggle and directly via the Product Catalog record in Dutchie Backoffice. Both locations should be checked when troubleshooting visibility issues.
Why have all my products disappeared from the menu or the inventory shows all zeros?
This section applies when all products are gone from the menu, the entire menu is empty, inventory counts show all zeros, the store cannot open because no products are showing, or multiple locations are affected.
- Confirm whether the issue affects one location or multiple locations.
- Confirm when products were last displaying correctly.
- Check whether a bulk inventory update, import, or system change was made recently.
- Verify the store's connection status. Go to Admin > Settings > Integrations to review current sync status.
- If the issue is widespread or the steps above do not resolve it, escalate to a specialist for investigation.
Why is a product not showing on the menu?
This section applies when a specific product is missing from the online menu, the Dutchie POS register, or a kiosk, but other products are still displaying normally.
- Confirm where the product is missing: the online menu, the POS register, a kiosk, or all of them.
- Verify the product exists in the inventory system and has a quantity greater than zero.
- Check that The Product visibility is adjusted in E-Commerce Admin > Menu > Status & DPOS > Online Details.
- Confirm the product is assigned to an active category that appears on the menu.
- If the product was recently received via a transfer, verify the transfer was fully received and the inventory updated.
- If Metrc is integrated, check whether "Prevent Untested Inventory Sales" is enabled. This setting can hide products from manual POS category search even when inventory exists. Products may still be scannable by barcode but will not appear in search results.
Why is a product showing with incorrect information?
This section applies when a product appears on the menu or the brand content library but has the wrong name, strain, label, image, price, description, or brand.
- Identify which specific field is incorrect: name, strain, image, price, description, or brand.
- Check the product record in the system to review what values are currently saved.
- Verify whether the incorrect data came from a recent import, sync, or manual edit.
- If the data appears correct in the system but wrong on the menu, check for caching or sync delays.
- Correct the product data in the system and confirm the update is reflected on the menu.
- If a price or discount appears incorrect, verify that the vendor matches between the Product Catalog and Inventory, as a mismatch can silently prevent discounts from applying. If the issue involves an e-commerce special not appearing on the Specials tab, also confirm that both the discount and the reward or qualifying items are set to "Available Online" in Dutchie POS.
Why is a product in the wrong category or missing from a category?
This section applies when products appear in the wrong category, are missing from a category they should be in, or when collections and filters show the wrong items.
- Confirm which category the product is currently showing in and which category it should be in.
- Check the product's category assignment in the system.
- Verify the category is active and visible on the menu.
- If automated categorization rules are in use, check whether the product matches the rule criteria.
- For Dutchie POS and Dutchie E-Commerce integrations, check the category mapping at Admin > Settings > Integrations > POS > Categories. Categories sync via regex-based rules in MenuConnector, and on the first sync a default mapping is saved. If a Dutchie POS category was not previously seen, a default may be auto-assigned, which can result in incorrect categorization.
- If the category mapping dropdown is greyed out or disabled, your location may be on the newer ingestion path. In this case, set the e-commerce category directly on the product in Dutchie Backoffice using the Online Details tab, rather than through the Admin mapping.
- Update the category assignment and confirm the change is reflected on the menu.
Why can I see a product, but I can’t purchase it?
This section applies when a product is visible on the menu but cannot be added to the cart, cannot be purchased, or when a price or promotion is not applying correctly.
- Ask what happens when the consumer tries to add the product to the cart: is there an error message, is the button grayed out, or does nothing happen?
- Check whether the product has available inventory (quantity greater than zero).
- Verify the product is not marked as "display only" or restricted from sale. Check both the POS toggle and the Product Catalog record in Dutchie Backoffice, as a product can be excluded from the online menu in either location.
- Check for compliance or regulatory restrictions that may block the purchase, such as purchase limits.
- If a price or promotion is not applying, verify the discount or promo configuration is active and the product qualifies. Also verify that the vendor matches between the Product Catalog and Inventory, as a mismatch can silently prevent discounts from applying.
- Test the purchase flow to reproduce the issue if possible.
- Check if this is caused by marking the item as "List this item as Coming Soon" in Dutchie Admin > Menu > Product details.
I’m having trouble receiving inventory because a transfer is not showing as pending
This section applies when a transfer cannot be received, a transfer is not showing in Pending, the Receive button is disabled, a product is not in the system after a receive, a CSV import has failed, or an execution timeout error is occurring.
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Identify which specific issue is occurring and follow the guidance below.
- Receive button is disabled: Check user permissions and verify the transfer is in the correct status to be received.
- Transfer not showing in Pending: Verify the transfer was sent from the originating location and confirm the destination location matches.
- Execution timeout error: This may indicate a large transfer or a system load issue. Retry after a few minutes. If the error persists, escalate to a specialist.
- Received but product not in inventory: Confirm the receive action completed successfully and check for partial receives or errors during the process. A single malformed product record can block an entire sync pipeline. If only some products are missing, a corrupt record upstream may be the cause.
- CSV import failed: Check the CSV file format, column headers, and data for errors. Confirm the file matches the required import template.
- Duplicate receive: Verify whether the transfer was received more than once and check inventory counts for discrepancies.
- If the store cannot open because inventory cannot be received and basic troubleshooting does not resolve it, contact the Dutchie support team directly.
Troubleshooting
Why are products missing from the menu after a bulk inventory update?
A bulk update, import, or system change may have affected product visibility or inventory counts. Check Admin > Settings > Integrations for sync status, and review whether the update completed successfully. If the issue affects multiple locations or cannot be resolved, escalate to a specialist.
Why is a discount not applying even though the product qualifies?
A vendor mismatch between the Product Catalog and Inventory can silently prevent discounts from applying. Verify that the vendor is consistent in both locations. For E-Commerce specials, also confirm that both the discount and the qualifying items are set to "Available Online" in Dutchie POS.
Why is a product hidden from search on the POS register even though inventory exists?
If Metrc is integrated and "Prevent Untested Inventory Sales" is enabled, products may not appear in manual POS category search results even when inventory is present. The product may still be scannable by barcode.