This help page outlines the steps for common troubleshooting procedures related to both products and orders in the Pickup Hub. Following these steps will help get the right information in front of the right team in the quickest amount of time!
Troubleshooting Products, Inventory, and Pricing
If you have questions regarding new product creation, inventory updates, pricing updates, or sale pricing, you'll want to verify the information from the POS is correct in the Pickup Hub.
In the dealer's dashboard, navigate to the Products Menu and search for the product.
- Verify the product is checked for eCommerce in the POS
- If the product information in the Pickup Hub matches the information from the POS, but does not match Elastic Path, open a support ticket with Modern Retail
- Modern Retail does not send inventory values to Elastic Path. We only send whether or not it is In Stock
- You can verify inventory availability in Elastic Path by looking at the DEALER-INFORMATION field shown below
- If the product information in the Pickup Hub does not match the information from the POS, please contact the POS support center
Troubleshooting Web = No Products
If you have questions about Web = No products, please follow the steps below.
In the dealer's dashboard, navigate to the Products Menu and search for the product
- First, verify the product is marked Web = No in the POS
- If the product is marked Web = No, verify if it is visible in the Pickup Hub by navigating to the dealer's dashboard > Products > Search
- If the product is visible, open a support ticket with Modern Retail
- If the product is marked Web = No, and is not visible in the Pickup Hub, but is still available on the website, please contact Elastic Path support
Troubleshooting Orders
If you have questions regarding orders, please follow the steps below.
First, log into the dealer's dashboard and navigate to the order you wish to look at.
- Does the order exist in the Pickup Hub?
- If yes, please proceed to the next question
- If no, open a support ticket with Modern Retail
- If the order exists in the Pickup Hub, is there an Invoice on the order in the POS Receipt column, confirming the order has been written to FTP?
- If an invoice exists in the Pickup Hub but it is not visible in the POS, please contact the POS support center
- Additional verification steps
- Confirm the computer with the integrator is on
- Confirm the user is logged into the computer
- Additional verification steps
- If an invoice does not exist in the Pickup Hub, open a support ticket with Modern Retail
- If an invoice exists in the Pickup Hub but it is not visible in the POS, please contact the POS support center
Troubleshooting Returns
If you have questions regarding returns, please follow the steps below.
First, log into the dealer's dashboard and navigate to the order you wish to look at.
- Does the return exist in the Pickup Hub?
- If yes, please proceed to the next question
- If no, open a support ticket with Modern Retail
- If the return exists in the Pickup Hub, is there a Return on the order in Cancellation/Return menu, confirming the order has been written to FTP?
- If a return exists in the Pickup Hub but it is not visible in the POS, please contact the POS support center
- Additional verification steps
- Confirm the computer with the integrator is on
- Confirm the user is logged into the computer
- Additional verification steps
- If an return does not exist in the Pickup Hub, open a support ticket with Modern Retail
- If a return exists in the Pickup Hub but it is not visible in the POS, please contact the POS support center
Troubleshooting Pickup Hub Functionality
If you have any questions about Pickup Hub functionality, display issues, or features, please open a ticket with Modern Retail.