inventory removed in bigcommerce

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  • Updated 3 years ago
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  • (Edited)
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Recently there have been issues with inventory being removed when transaction has been refused. Although we monitor these types of transaction fairly well, first we noticed that the inventory was deducted about 2-3 weeks ago. Most recently this past weekend (snippets attached from error log if that helps). Although we do have high fraud filters in our payment processor, those settings have not changed in several years.

Please share with BC and advise; I will also provide info to payment processor to investigate on their end. (seems if the payment was not made/processed - we have immediate fulfillment - the issue may be on BC side?)

All transaction errors had inventory removed:




Thank you.

**FYI - Spoke with our payment provider (after posting this) and as suspected they cannot see any reason on their end why the inventory is deducted on a refused transaction. Located a couple more that occurred on/around Dec 14/15/16. They are a mix of transactions i.e. PayPal and Visa/MC (so not isolated to one type of transaction).
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S

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Posted 3 years ago

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Drew N, Alum

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Sorry for the delay. Bigcommerce has a couple of questions. They said it appears that 1 person had a few refused orders. Did the inventory reduce for each refused order or just reduce from 1 of the failed orders. They also wanted to know if the inventory eventually returned or not. It is possible that it reduces and then takes time to be returned to inventory.
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S

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Hello Drew -

No delay...I realize you were closed. Hope you had a wonderful Christmas and warm wishes for the New Year!

The inventory is reducing for each failed transaction. I had also considered a 'delay' possibility but there have been 12 to 48 hour delays from when we were even notified of the issue from previous customer incidents.

We have immediate fulfillment on transactions so if the customer does not meet our criteria it is denied/refused...there is never a 'waiting review' status in our setup.

We recently noticed some stock missing and thought we just made an error but now thinking something occurred there as we had seen activity on those items in our statistics and noticed a customer having trouble checking out in the store logs but never thought to check the inventory at the time (multi size item - so it would have been hard to tell anyway).

Earlier in the month our stats showed activity on a piece and it showed 'sold' but when we checked our physical inventory it was there (at the time never thought of checking the store log for transaction errors as to our knowledge we never had an issue with inventory before (so guess what I need to do in the coming weeks...ha ha).

Hope that helps. Let me know if I can provide further details.

Thank You!
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Hi -

This occurred again this morning and the only way I caught it was through BC abandoned cart (they do not always end up there). Error in transaction and inventory (two items) removed from stock.


There was an error last evening but I cannot locate the activity on that to know if it also pulled inventory (not sure if BC can tell what was in that cart:

(edit - added note) Was able to narrow down this transaction and found it did indeed removed inventory. The 'odd' part of this one is there were 2 items removed from inventory totaling more than the transaction denied which should indicate there was another 'denied transaction' for this 'out of country' buyer based on their viewing but only had one denied transaction in log.

This issue is really problematic as each piece is listed separately making it very difficult (and time consuming) to reconcile inventory.

FYI - not quite sure why, but under 'my profile' here in the community I cannot see most posts I've created.
(Edited)
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S

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Here is another that we were able to catch:


This is really becoming problematic as we cannot always identify the product impacted. Entire store is a mess (inventory). Please advise.
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Drew N, Alum

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Sorry, I understand and apologize for the inconvenience. They do have a developers ticket for an issue they believe is causing your problem. It is still in progress.
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Thanks for the update -

Here is another - this cart removed about 2/3 items from store and customer proceeded with new checkout and selections then completed transaction:


BTW - did not receive your reply on this (so baffled as I receive many from various threads but never/rarely my own?)

I am not sure if I should just shut the store down?... as I cannot monitor this issue 24/7 and even monitoring store error log does not always translate to other monitoring logs to try and track the products.

In the past week we have located just over $2,000 out of inventory and we have not even started an actual inventory count (each piece and quantity). Looks like it goes back to early Dec maybe mid Nov.  bad...
(Edited)
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Drew N, Alum

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This has been forwarded to Bigcommerce. The only thing I can think of for the notifications is that att is blocking some of the messages for some reason. I know the messages go out. I have checked this with the provider.
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S

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Thanks for the update. Funny this has happened before and then suddenly we get them (just like now). However the 'conversations' I are often not in 'my profile' section so I can easily locate them (always relying on an e-mail update that sometimes never comes...just saying).
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An additional note on 'community updates' and profile, here is an example:
https://community.homestead.com/homestead/topics/changing-templates-in-bigcommerce-s3hv4c7lubx64

In this post, I referenced another post that just died somewhere Neither are listed in 'my profile' section and unfortunately, that just seems to be the 'quickest' way to find issues.

I realize BC would prefer me to 'upgrade' to Stencil and well I have some questions about converting.

Since the original post, my dashboard has been updated with a 'preview with my store' rather than just 'a demo' on new themes and that's a great start. There is also a button to 'add theme'...does that mean I add the theme to make changes before going 'live'?

I still have a few questions that are not answered in their doc's (like the USPS Shipping notification link that we discussed/changed back in current store.
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Drew N, Alum

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Bigcommerce is working on a code fix for you. In the mean time, they are rolling back a code change on your store to the inventory management. They believe this will resolve the issue until the code fix is ready. If you see this issue again after today, please let us know.
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S

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thanks for the update and certainly hope it is not a 'roll back' on corrections to some past issues with product/option sets?
(Edited)
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Drew N, Alum

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He specified it was an inventory control thing, so I wouldn't think it would affect options
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Just an update...over the past several days we have had a huge increase in rejected transactions and in the past 24 hours (since 5pm on 1/11) there have been a total of address verification errors and another removal of inventory (only one that we know of at this time).

Please note we do have stringent filters on our processor but this amount of rejections is somewhat unprecedented and we have not changed our filter settings in a very long time.

One customer has been trying for a couple days (inventory to the best of my knowledge was not removed) however they spoke with PP and no issues (supposedly) were found on their end (I take with a grain of salt) but share that with you just the same. Currently all errors are on address verification...just saying.
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Drew N, Alum

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I will pass this on, but we are also seeing some issues with Paypal on some Homestead sites. I know they have an update pending, so maybe there is something going on.
(Edited)

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