Hello, good morning!
I’m having issues with some store items being automatically deactivated on the platform. Does anyone know how to fix this? Has anyone experienced a similar problem?
Good morning @renanarfeital, how are you? Are the items that are being deactivated showing zero stock?
No, all products are in stock, everything is fine, no errors at all.
Hi Renan,
Just confirming — is the product becoming Inactive (i.e., showing as Inactive in the Catalog itself in the Admin) or is it just not appearing in the store?
The first scenario might be happening due to an unintended update to the product’s “isActive” field. I’ve seen this happen because of issues with ERP integrations. It’s also possible that some essential information is missing or inactive (e.g., category, brand, specifications, images).
On the other hand, if the product shows as active but isn’t appearing on the site, my recommendation would be to validate not only stock, but also price and shipping methods (if a product has stock but that stock isn’t associated with a dock and shipping strategy, it will still be unavailable because it isn’t “deliverable”).
Eduardo Luciano
Field Software Engineer | VTEX
Once the product is sent from the ERP with all its information, stock, price, and specifications, how long does it take to become available for purchase after being activated? I could be wrong, but once it’s active, I imagine your ERP is performing some update that is deactivating the product.
So, I’m not sure about the exact timeframe, but we’ve had the store for over a year and this has only started happening now. These issues have been occurring over the last 30 days — we opened a ticket with VTEX and still haven’t received a response.
Put the ticket number here and @eduardo.luciano will try to help you — it’s honestly a scenario I’m not familiar with.
@eduardo.luciano
Request #962901 Products unexpectedly inactive on VTEX
Hi Renan!
I checked on my end and this ticket is already being handled by a Support team agent, who has also looped in the responsible product team. With that in mind, I think it’s best to keep any new details within the ticket itself.
If the resolution turns out to be suitable for Community content (i.e., it doesn’t involve sharing logs and/or sensitive data), we can post it here once available, as a reference for future cases. But for issues like this one, the ticket is definitely the preferred channel.
Thanks man, appreciate it!
I’m having this same problem, and it’s been going on since last year. Last year I opened a ticket, got a response about it, and now it’s happening again — and the problem was on VTEX’s end, nothing to do with us.