UPC Codes Disappearing From Product Records

[JG95]

Hello,

We have several different Shipstation accounts. One of our accounts that processes about 200-300 shipments per month has chronic issues with product records changing. For instance, saved image URLs and UPC codes will vanish from the product record field. At times, when using the scan function for picking verification, the UPC code will have extra zeroes at the beginning, or fully disappear. We've had a case open for weeks/months, and it's supposedly at the developer level, though we receive no resolutions or updates.

At the time, we thought it was simply an account-specific issue. But recently, we started using the scan feature with our main Shipstation account (over 2000 orders per month). A bit over two weeks ago, I put UPC codes in the product records. Slowly but surely, UPCs are also falling off in this account. I can pull up an order from 2/9 with "SKU A" - UPC shows perfectly. Now, if I pull an order from 2/12 with "SKU A" - the UPC field is empty. There's not a trace in the "activity" field of the product record being changed.

Getting to my wits end on what to do. Tried contacting "Enterprise Support." I have given countless examples/screenshots to support the original ticket. It's very difficult to use the scan workflow for accuracy when you have "exploding" UPC codes on a daily basis.

Are others having the issue of product records having information just disappear, such as image URLs and UPC codes?

Thanks!

[sam2]

We've had the issue of UPC and customs info records disappearing as well and have also not had any success yet working with support.

[JG95]

The workaround seems to be to use the "override the imported name" on each SKU. I did that on our products, and pictures and UPCs stopped falling off. 

[gabrielle_BAS]

Same issue here!

Here is some additional info that might help troubleshooting.

For some products, I am still able to find the product in "Scan to Verify". It works only for the products that have the UPC showing under them on the "Scan to Verify" page. What is odd is that the UPC is NOT showing in the UPC field of the product. When I go to the Products tab, the entire UPC column is blank, other than for a few UPCs that I entered manually.

For products that DON'T work in scan to verify, the UPC is not showing under the product. Just like the ones that do work, the UPC is not showing in the UPC field of the Products page. When I add the UPC manually, it still doesnt work.

It looks like there are two UPC fields in ShipStation instead of just one. ie "UPC_field_visible" and a "UPC_field_hidden" . The UPC field showing in the product's page or the Product table would be the "UPC_field_visible", and the UPC field showing under the product names in the Scan to Verify page would be the "UPC_field_hidden".

In the image below, the scan to verify works for the first 3 products (showing a UPC), but not for the last one (not showing a UPC). That being said, NONE of them have a UPC code showing in the Products table. When I add a code manually (ie for the last item), the UPC field on the Scan to Verify page is still showing blank.

Is anyone else experiencing this issue?

UPC showing (and scan works)UPC not showing for same product

[CaraAdmin]

Hello gabriella_BAS! 

Thank you for your post and for providing so many details. I would recommend reaching out to support@shipstation.com. This is a common issue, and they will look into a solution for you. Support will be able to identify the specific reason this is happening for you. 

Have a fantastic Friday, and happy shipping!

-Cara

[handupgloves]

I'm having a similar issue and complete opposite issue at the same time. We create small batch items that we assign a SKU to because we don't want to waste a UPC on them. The SKU scans fine and then months later somehow the barcode (not UPC/just an 8 digit number) that we assign it in Shopify gets imported into Shipstation and then the product stops scanning via SKU and only wants to scan the 8 digit barcode. I have gone through my workflow settings to ensure that the product is verifiable via UPC or SKU and these products have scanned fine in the past. It just randomly decides that the barcode trumps the sku and it will not scan it by the SKU anymore. In the products page, there is not an 8 digit barcode/UPC information associated with the product. So, then I'm stuck printing out the 8 digit barcode from Shopify and re-stickering all the products. 

[CaraAdmin]

Hello handupgloves!

Thank you for your post! I would recommend reaching out to support to have this issue documented and work through some troubleshooting. 

This will help identify any bugs or issues with the platform. 

Thank you again, and happy shipping!

-Cara

[Orders0421]

Did you get this resolved? we are now having the same issue! Not able to verify and scan whther the product has a UPC or not, doesnt matter. Either way, doesnt scan

[CaraAdmin]

Hello @Orders0421!

Thank you for posting in the community! It looks like you’re on the right track by reaching out to ShipStation Support. I see they’re assisting you on ticket #7344760, which is the best path for troubleshooting. You’re in good hands!

Happy Shipping!

-Cara

[Orders0421]

Did you get this resolved in Shipstation so you are able to scan and verify again? We are having the same issue, item doesnt scan whther ti has UPC imbedded in Shipstatiuon or not, either way doesnt work

[Orders0421]

How do you input the UPC manually for the "hidden UPC field"?