This topic aims to clarify doubts regarding a common issue faced by our merchants, which occurs when the ERP fails to send an update to the VTEX platform, whether that update involves products, prices, or inventory.
First, I’d like to highlight that we have documentation on our Developers page with a complete integration guide for ERPs:
How does this integration work?
Basically, the integration between VTEX and ERPs happens through APIs. If you’re not sure what an API is, I recommend reading the following topic here in our community:
What does that mean?
It means that VTEX is passive in these integrations — we only receive the information that the ERP sends to us via APIs.
My ERP isn’t able to send updates to VTEX. What should I do?
1. Check with your ERP which endpoint it’s using and what response it’s receiving when executing the required command, whether that’s GET, POST, or PUT. The issue might be a small error in the endpoint or in the authentication, and knowing the response your ERP is getting is crucial to understanding what may be causing the problem when receiving information on the VTEX platform.
Note¹: This also applies to cases where this topic isn’t enough to answer all your questions, since this information is extremely important for the matter to be handled via a support ticket.
2. Once you have the endpoint provided by your ERP, it’s always worth checking whether it matches our documentation, which can be found on our Developers page: https://developers.vtex.com/
The endpoints used by our platform generally follow this format:
https://{{accountName}}.{{environment}}.com.br/api/...
Where:
{{accountName}}is the name of your account on the VTEX platform, the same one used to access your admin(https://{{accountName}}.myvtex.com/admin);{{environment}}should always bevtexcommercestable.
So in practice, all APIs should follow this format:
https://{{accountName}}.vtexcommercestable.com.br/api/...
3. I’ve checked all the factors mentioned above and still…
- 3.1. … my inventory is wrong;
- 3.2. … my product is being deactivated/activated on its own;
- 3.3. … my product’s price changes every day to an incorrect value;
How do I check the cases mentioned above?
3.1. The first step before opening a support ticket is to check who or which app key is making the inventory changes. This can be done at the following location:
https://{{accountName}}.myvtex.com/admin/inventory
After accessing this page, simply search for the product or SKU that is showing issues and click on the number in the “Last Updated” column:
This will open the Update Log, where you can investigate who or which key made the changes, on what date and time, and what the inventory quantity for the SKU in question was before and after the updates:
This will give you all the information you need to understand what’s happening. If the changes show an intermittent pattern like the one below:
This may indicate that there’s another product registered incorrectly in your ERP or somewhere else using that key, causing incorrect values to reach the VTEX platform.
3.2. For this case, there are two main points that need to be checked with your ERP.
The first is how the IsActive field is being sent in the Update product API.
The second is whether there is any mandatory specification, since leaving it unfilled can cause the product to be deactivated. This can be checked in the admin by accessing the problematic product and going to the specifications tab. Keep in mind that this check must be done at both the product and SKU level:
3.3. If your issue is with intermittent price changes for a product, it’s worth checking with your ERP first, but to review the logs of those changes you’ll need to open a ticket with our technical support team, providing the SKU number that’s having issues and the approximate time range during which the changes have been occurring.
I hope the information in this topic has helped you understand this type of issue. If you still have any questions, feel free to ask here! 
Karina Mota
Field Software Engineer | VTEX