Product Management – Complete Troubleshooting Guide

Overview

The Product Management module in Hana POS is central to both order entry and website operations. Any issue in this module can directly impact:

• Order creation (products not selectable)
• Website visibility (products not appearing online)
• Pricing accuracy (incorrect charges to customers)
• Overall catalog management

? Since products are used across POS, website, and campaigns, even a small issue can have multi-level impact.

Why This Matters (Support Context)

Product-related issues often lead to immediate operational disruption, especially when:

• Florists cannot find products during order entry
• Customers cannot see products online
• Pricing appears incorrect during checkout

? Key Insight:
Most product issues are caused by:

• Product not being active
• Missing category assignment
• Changes not being saved properly
• Cache or sync delays

? These are usually quick fixes if diagnosed correctly.

Common Symptoms Reported by Florists

Florists may describe product issues in different ways:

• Product not showing in POS
• Product not visible on website
• Price not updating after change
• Product image missing
• Product changes not reflecting

Root Cause Categories

1. Product Status Issues

• Product marked as inactive
• Disabled from POS or website

2. Category Assignment Issues

• Product not assigned to any category
• Incorrect category mapping

3. Save/Update Issues

• Changes not saved properly
• Partial updates

4. Cache / Sync Issues

• Delay in reflecting updates
• Browser caching old data

5. Media/Image Issues

• Unsupported image format
• Upload failure

Step-by-Step Troubleshooting Process

⚠️ Always identify where the issue occurs (POS, website, or both).

Step 1: Check Product Status (Most Common Cause)

• Open product details
• Verify that product is marked as Active

? Why this matters:
Inactive products will not appear in POS or website.

Step 2: Verify Category Assignment

• Ensure product is assigned to at least one category
• Confirm category is active and visible

? Key Insight:
Products without category assignment may not display in listings, especially on the website.

Step 3: Save Changes and Refresh

• Click Save after making changes
• Refresh the page
• Log out and log back in (if needed)

? Why this works:
Ensures updates are properly stored and reflected in the system.

Step 4: Check Product Visibility (POS vs Website)

• Confirm where the issue exists:
  • POS only
  • Website only
  • Both

? Why this matters:
Helps identify if issue is:

• Configuration-related (POS)
• Sync/integration-related (website)

Step 5: Resolve Image Issues

If image is missing:

• Re-upload image
• Ensure:
  • Correct file format (e.g., JPG, PNG)
  • Proper file size

? Common Issue:
Unsupported formats or failed uploads result in missing images.

Additional Scenarios

Price Not Updating

Possible causes:

• Changes not saved
• Cache showing old price

✅ Action:

• Re-save product
• Refresh page
• Recheck pricing fields

Product Not Showing on Website

Possible causes:

• Product inactive
• Category not assigned
• Sync delay

✅ Action:

• Verify product and category status
• Wait briefly and refresh
• Check website integration (if persistent)

Product Not Showing in POS

Possible causes:

• Product inactive
• Filter/category issue

✅ Action:

• Verify product status
• Check category filters in POS

Best Practices for Support Agents

• ✅ Always check product status first
• ✅ Verify category assignment
• ✅ Ensure changes are saved properly
• ✅ Refresh system before concluding issue
• ❌ Do NOT assume sync issue without validation
• ❌ Avoid skipping basic checks

Escalation Guidelines

Escalate ONLY IF:

• Product is not saving despite valid data
• Changes are not reflecting after multiple attempts
• Sync issues between POS and website persist
• Multiple florists report similar product issues

? Include in escalation:

• Product name/ID
• Florist ID
• Issue description
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why is my product not visible?

Most commonly due to:

• Product being inactive
• Not assigned to a category

Q2: Why is my product price not updating?

Possible reasons:

• Changes not saved
• Cache delay

Q3: Why is the product image missing?

Possible reasons:

• Upload failed
• Unsupported file format

Q4: Why is product visible in POS but not on website?

This may be due to:

• Category or website visibility settings
• Sync delay

Support Agent Script (Standardized)

Opening

“Let’s check the product settings and fix this quickly.”

Validation

“Please confirm if the product is marked as active and assigned to a category.”

Guided Troubleshooting

“Let’s save the changes and refresh the page to see if it reflects.”

Image Issue Handling

“If the image is missing, we can re-upload it using the correct format.”

Closure (Resolved)

“The product should now be visible and working correctly.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this so we can resolve it.”