There are a number of reasons a product may not be showing up when you expect it to. Please follow the cases below to help identify what the cause may be.
Case 1: Product not being received by SearchSpring
To check: If you are generating your own feed file to send us, try downloading and reviewing the file to find if the product appears in the data. If the product does appear in the data or you don't have access to this data, move on to Case 2 below.
- Product doesn't exist: Ensure the product exists in your ecommerce store and is included in your feed export process
- Server caching: The feed file we're grabbing is being cached on your server, and so it isn't being updated. Check to make sure your server's caching is disabled for the feed file.
Volusion caching: If you are using Volusion as your ecommerce platform: Volusion only updates products for their All Products API at midnight US Central Standard Time. Any changes that happen before they update SearchSpring can not fetch. If you wish to run it earlier you can manually update the All Products API in Volusion and then run SearchSpring's index. Here are some steps below:
- Log in to Volusion admin
- Go to Inventory > Import/Export.
- Click on the Volusion API tab.
- Click the "Reset" button next to All Products.
- Log in to SearchSpring Management Console.
- Click the Index Status link on the top right.
- Click the Update Index button.
Case 2: Product not being synced (indexed) to SearchSpring
- Find your site's ID on your My Account page:
- Go to this URL, replacing "SITEID" with your site's ID, and "SKUHERE" with your product's SKU:
- If there are no results ("totalResults":0), the product is not being saved to SearchSpring.
- Exclude Rule: Some sites ask SearchSpring to set up a special Exclude Rule that will skip saving any products to our servers for certain criteria (example: price=0).
To check: Go to the Index Status page and check if the "Data Feed Size" and "Final Index Size" are around the same number on the most recent (far right) index time. If they are different, you most likely have an Exclude Rule set up. Please contact SearchSpring Support for more information on your Exclude Rule.
- Set as hidden: SearchSpring will often skip saving products that are set as "hidden" or similar statuses. Make sure the product hasn't been set as "discontinued", "hidden", etc. in your ecommerce platform.
Live Indexing Desync: If a normal bulk index has been started, it will grab the feed as it was at the moment it started indexing. If live indexing updates a single product in the interim, the updated product will be overwritten once the bulk indexing completes, since it overwrites everything.
Case 3: Product being hidden
To check: It's possible that the product is being synced, but then hidden from view. Go to Search Preview and search for the name of product in question. If the product doesn't show up, but did show up in the Case 2 check (above) it's possible the product is being hidden.
- Removed via Merchandising: Check if the product was removed in a merchandising campaign (especially campaigns that apply broadly like the Default Campaign).
In Visual Merchandising:
- Background Filter: If you have a background filter set up, it could be filtering out the product in certain contexts. If the search query for the background filter is empty, it applies to every search on your site! Please contact your customer success representative if you suspect you may have any background filters in place.
- Integration Background Filter: Some sites have asked us to automatically filter some requests on their site through special installed logic in the front-end integration of the site. Often this is to show different behavior on Category vs. Search pages, Logged-in Users vs. Non Logged-in Users, or other cases.
Case 4: Relevancy matching
If the product is still appearing when searching for it by name, but not in some search contexts, the cause is likely related to relevancy.
- Not all search terms found: Our search requires that every single word a user searches for should be found in a product's searchable data.
Example: A product has "purple" in one field and "dress" in another, but doesn't have "trendy" -- A shopper searching for "purple dress" will find it, but searching for "trendy purple dress" will not.
- Field not searchable / indexed: If your product has "color: purple" and you want people to find it by searching "purple", then the "color" field should be marked Search on the Field Settings page.
- Partial words: SearchSpring does not match on partial words. A shopper searching for "tren" will not match a product with "trendy"
- Specific terms not found: If you'd like to be able to find products by searching specific words, you will need to ensure those words are in the product's searchable data. Adding "trendy" to a searchable "keywords" field may be a good idea if you want people to find the product by searching for "trendy".
- Search Configurations: Be sure to check your search configurations to make sure none of them are altering your search results unfavorably: Ignore Terms, Query Replacements, Exact Matches, or Redirects.