FAQ and troubleshooting

Answers to the questions merchants ask most, with what to check first.

Data and orders

Why does Stockpace only see the last 60 days of orders?

Shopify lets apps read only the last 60 days of orders until Shopify approves the app for older orders. While that approval is pending, the Data tab shows orders since a date about 60 days ago.

With 60 days of history, recommendations still work, but the Seasonal method has too little history and uses the recent average instead, and the November / December uplift has no last year to learn from. Once older orders can be read, Stockpace reads two years of orders in its weekly full read; to do it straight away, open Data and press Re-read 2 years.

The numbers are empty after I installed Stockpace

The first read of your orders takes a few minutes. While it runs, the page shows Reading two years of orders from Shopify. The numbers fill in when it finishes.

"The app may not read orders"

Stockpace does not have permission to read orders, so there are no sales to forecast from. Open Stockpace again from your Shopify admin and approve the permissions Shopify asks for.

A product's sales look too low

Its sales may be recorded under another listing — an old or deleted product, or a copy with a different SKU. Open Data → Listings counted with other products, find the listing and tie it to the right product. Rows marked not tied with sales are not counted for any product. See Importing data.

Stock

Stockpace's stock does not match Shopify

Check:

Locations. Stockpace only counts the locations ticked in Settings → Stock. Marketplace stock, such as Amazon FBA, is usually left out.
Available stock. Stockpace counts Shopify's available quantity, not on hand.
Timing. Stock is read every hour. To read it now, open Data and press Read now in the stock row.
Tracking. Variants where Shopify does not track stock show Stock not tracked.
Plan for. If Plan for is set to one location, you see only that location's stock.

A PO's units are not counted as on order

Only POs with status sent or partial count. Press Mark as sent on a draft once you have sent it. Purchase orders imported from Inventory Planner never count as on order.

Recommendations

A recommended quantity looks too high or too low

Point at the product name in Replenishment to see its card, including how the quantity was worked out. Then check:

Sales counted — which channels count, and whether wholesale is included (shown under the tiles);
Lead time and Days of stock for the product, vendor and Settings;
Min · Pack — minimums and case packs round quantities up; needed … shows the forecast's own figure;
Big order cap — stops one large order inflating demand;
Max cover — stops over-ordering after a spike;
Units per day (by hand) in the product panel — replaces the forecast when you know better.

A product is missing from Replenishment

The To order button shows only products with something to order. Switch to Active products or Active + draft.
The product may be marked not replenishable, or its brand switched off with ⊘ (listed under the Dashboard as Not replenished).
Its vendor may be disabled, or the brand is in no vendor's Brands list — look under (no vendor).

The Dashboard and Replenishment show different totals

The Dashboard counts active, replenished products only. Replenishment can include draft products. Both follow the switches at the top of the page.

Supplier documents

My mailbox will not connect

Use an app password, not your normal password. Gmail needs 2-Step Verification switched on before you can create one.
Check you chose the right provider, or typed the right IMAP server under Other (IMAP).
Some Google Workspace and Microsoft 365 organisations block app passwords or IMAP. Ask your administrator, or use the Forwarding address or Add files by hand instead.
If the mailbox connected but later checks fail, the card shows Last check … with the error. Create a new app password and connect again.

See Supplier documents.

A supplier's documents are not picked up

Open Settings → Supplier documents → Not recognised. If the email is there, choose the brand and press It's a supplier.
For files marked Brand not known under Latest documents, choose the brand in Set brand….
Add a Supplier rule for the sender's domain, address, name or subject.
Check that the email has the document attached as PDF, Excel or CSV.
Check the monthly allowance: when it is used up, documents wait until next month.

A document says "Could not read"

The file may be damaged, password-protected or an unusual format. Ask the supplier for a PDF and add it under Add files by hand, or attach it to its PO with 📎.

The Extra reference shows ⚠

The invoice probably belongs to the PO, but it does not carry your PO number. Check the invoice (point at 📄) and press Confirm, or type the right number.

Purchase orders and suppliers

Can Stockpace email my POs to suppliers?

Not yet — it is coming next. Download the PDF or CSV, email it yourself and press Mark as sent.

Supplier status and tracking stay empty

These come from the mailbox connected in Settings → Supplier documents, read once a day. Keep PO- and the PO number (for example PO-10001) in the subject of your emails to suppliers, so their replies can be matched.

Prices are blank on a PO

The product has no single current supplier price in the vendor's currency. Type the price on the PO — Stockpace remembers it for the next one — or check the product in Costs and RRP.

Plans and features

A tab or button says it is in the Growth plan

Planning per location, Inventory KPIs, Stockouts, Stock history and Xero are in Growth and Pro. Open Settings → Plan → Change plan. See Plans and billing.

Where do I see how many documents I have used?

Settings → Plan and the Supplier documents card both show Documents read this month.

Still stuck? Email support@stockpace.app — we reply within one working day.