TruCommerce FAQ

Common questions about your online shop and point of sale, with the possible causes listed in the order to check them.

Also see

General FAQ (cache, email, sign-in) and Payments FAQ.

Products and the catalogue

A product does not show in the shop

Possible cause	What to do
It is inactive or a draft	Open the product and make it active.
It has no price or no variant that can be sold	A product needs a price (and for variable products at least one active variant).
It is out of stock and hidden	Check Stock and the shop setting that hides sold-out products.
It is not in the sales channel	Check the channels of the product in Sales Channels.
It is not in any category	Assign at least one category.
A filter in a block hides it	Check the filters of the page-builder block. See Blocks & Widgets.
The page is cached	Clear the cache (Settings → Cache).

I changed a price or stock level but the shop shows the old one

Possible cause	What to do
Page cache	TruCommerce clears shop caches when a product is saved, but a page cache elsewhere (CDN, browser) may remain. Clear the cache and hard-refresh.
A promotion overrides the price	Check Promotions and coupons.
You edited another variant	For variable products, each variant has its own price and stock.
The scheduler is not running	The nightly shop refresh needs the cron job. See Scheduled Tasks.

Product pictures look blurry or slow

Possible cause	What to do
Missing image sizes	TruCommerce creates missing sizes nightly. Save the product again to create them at once.
The picture is too small	Upload a larger original, at least the size of the biggest place it is shown.
The media ratio crops it	Choose a media ratio that fits your pictures in Product Cards & Lists.

I changed a storefront design but nothing changed

Possible cause	What to do
Page cache or browser cache	Clear the cache and hard-refresh.
A block has its own design	Page-builder blocks ignore the global setting when they have a layout of their own.
You changed another part	Cards, lists, product page, cart and checkout each have their own setting. See Storefront Designs.

Cart and checkout

Add to cart does nothing, or the cart stays empty

Possible cause	What to do
A variation is not chosen	Variable products need an option selected first.
The product is out of stock	Customers cannot add what is not available.
The cart page is not assigned	Choose the cart, checkout and shop pages in Settings → Page Setup.
Cookies are blocked	The cart is remembered with a browser cookie.
A script error from custom code	Remove recent code added in Settings → Integration and test again.

Customers cannot complete checkout

Possible cause	What to do
No payment method is available	Enable a payment method for TruCommerce and the shop currency, or cash on delivery.
No shipping method for their address	Check Shipping & Tax Zones and Shipping Methods include the customer’s country and region.
A required field is missing	The checkout shows the error under the field.
A billing zone excludes them	See Billing Zones.
Stock changed during checkout	Held stock is released after a while; items may have sold out.

A customer paid but there is no order

TruCommerce creates the order after the payment is confirmed (or immediately for cash on delivery). Until then only the checkout and the payment attempt exist.

Possible cause	What to do
The gateway confirmation has not arrived	Check the transaction in Transactions and the Payments FAQ (webhook).
The payment is pending	Some methods confirm later.
The customer abandoned the payment	Unfinished checkouts expire automatically every 15 minutes and their stock is released.

Stock disappears but nobody bought the product

Stock is held while a customer checks out and released if the checkout is not finished. The scheduler releases held stock every 15 minutes, so make sure the cron job runs.

The coupon or promotion does not apply

Possible cause	What to do
The coupon is inactive, expired or used up	Check dates, usage limits and customer limits in Coupons.
The cart does not meet a condition	Minimum spend, products or categories may not match.
Promotions do not combine	A better promotion may take priority.

Shipping, tax and currency

Tax is wrong or missing

Possible cause	What to do
The product has no tax category	Assign a tax category.
No tax rate for the zone	Add a tax rate for the customer’s zone.
Prices are entered with or without tax	Check the store settings for how prices are shown.

Shipping cost is zero or shows no methods

Check the shipping method has rates for the order weight and total, is active, and belongs to a zone that contains the customer’s address.

Orders, customers and emails

Customers do not receive order emails

Check Settings → Mail, the spam folder and the queue worker. See the General FAQ.

A customer cannot see their orders

They must sign in with the email used at checkout. Check the account and order history pages are assigned in Page Setup.

How do I refund an order?

Open the order and use the refund action, or the transaction in TruPayments. Refunds go back through the payment method that was used. See Orders & Fulfilment.

Point of sale

I cannot start selling at the till

Possible cause	What to do
No register session is open	Open a session on the register first (see POS Registers).
No register for your user	Ask an administrator to assign you to a register.
Missing permission	Your role needs the TruCommerce POS permissions.

The till and the shop disagree about stock

Both use the same stock. Check Stock adjustments and open sessions; stock held for web checkouts is released after a short time.

Store Settings · Storefront Designs · Payments FAQ · General FAQ