SKUs are not scanning

Use case

Stores reach out advising that SKUs are not ringing up at the register or are showing incorrect pricing or discounting.

Examples of what a customer inquiry on this topic looks like

• “SKUs are not ringing up at the register.”
• “SKUs are ringing up at the incorrect price.”
• “SKUs that should be discounted are not showing as discounted.”
• “SKUs that should not be discounted are showing as discounted.”
  
   

Questions / steps that allow us to isolate the issue 

1. Has the store completed an SKU push in the eStore portal?
 

• If not, request for them to complete an SKU push.
   
• If yes, proceed to step 2.

2. Confirm if the issue persists after completing the SKU push.

 

Step-by-step numbered guide

1. Verify details of the SKUs that are not bringing up or showing incorrect pricing.
    
2. Ask the store to complete an SKU push in the eStore portal.
    
3. Have the store check if the issue persists after the push.
    
4. If the issue remains unresolved, gather all required information (ticket number, affected SKUs, issue description, and screenshots).
    
5. Escalate the issue to the SODA team through ServiceNow for further investigation.