Inventory / Stock Issues – Complete Troubleshooting Guide

Overview

The Inventory / Stock Management module in Hana POS ensures:

• Accurate stock levels
• Proper order fulfillment
• Prevention of overselling or stockouts

Inventory directly impacts both:

• Order entry (POS)
• Website availability (online orders)

? Any issue in inventory can lead to:

• Lost sales (product showing out of stock incorrectly)
• Overselling (stock not reducing properly)
• Fulfillment issues and customer dissatisfaction

Why This Matters (Support Context)

Inventory issues are operationally critical and often time-sensitive.

? Key Insight:
Most inventory issues are caused by:

• Inventory tracking being disabled
• Manual stock updates being missed
• Product configuration issues
• Sync or refresh delays

? These are usually configuration or process-related, not system bugs.

Common Symptoms Reported by Florists

Florists may report:

• “Stock is not updating after order”
• “Product shows out of stock but we have inventory”
• “Inventory numbers are incorrect”
• “Stock mismatch between POS and website”
• “Product unavailable during order entry”

Root Cause Categories

1. Inventory Tracking Disabled

• System not tracking stock levels
• Product always available regardless of quantity

2. Manual Stock Update Missed

• Stock not adjusted after receiving inventory
• No manual correction after discrepancies

3. Product Configuration Issues

• Incorrect stock settings
• Inventory not linked properly

4. Sync / Refresh Delay

• Changes not immediately reflected
• Cache showing outdated values

5. Order Processing Impact

• Orders not reducing stock correctly
• Status-related stock adjustments

Step-by-Step Troubleshooting Process

⚠️ Always determine if inventory tracking is enabled before proceeding.

Step 1: Verify Inventory Tracking (Critical First Step)

• Open product settings
• Check if Inventory Tracking is enabled

If Disabled:

• Enable tracking (if required by florist)

? Why this matters:
If tracking is disabled, stock levels will not update automatically.

Step 2: Check Current Stock Levels

• Open the product
• Verify:
  • Available quantity
  • Stock level accuracy

? Key Insight:
Incorrect stock values often come from missed manual updates.

Step 3: Update Stock Manually (If Needed)

• Adjust stock quantity
• Save changes

? When to do this:

• Inventory mismatch identified
• Stock not reflecting actual availability

Step 4: Validate Stock Behavior

• Attempt to:
  • Place an order
  • Check if stock reduces correctly

? Why this matters:
Confirms whether inventory logic is functioning properly.

Step 5: Refresh System

• Reload page
• Log out and log back in

? Why this works:
Ensures latest inventory updates are displayed.

Critical Scenarios & Handling

Product Showing Out of Stock Incorrectly

Possible causes:

• Stock level is zero
• Tracking enabled but not updated

✅ Action:

• Check stock quantity
• Update manually if needed

Stock Not Updating After Order

Possible causes:

• Inventory tracking disabled
• Order status not affecting stock

✅ Action:

• Verify tracking
• Confirm order processing logic

Inventory Mismatch

Possible causes:

• Manual update missed
• Sync delay

✅ Action:

• Cross-check actual stock
• Update system accordingly

Stock Different Between POS and Website

Possible causes:

• Sync delay
• Configuration mismatch

✅ Action:

• Refresh both systems
• Verify product setup

Best Practices for Support Agents

• ✅ Always check inventory tracking status first
• ✅ Verify actual stock levels
• ✅ Update stock manually if mismatch exists
• ✅ Refresh system before concluding issue
• ❌ Do NOT assume system bug without validation
• ❌ Avoid skipping product configuration checks

Escalation Guidelines

Escalate ONLY IF:

• Inventory does not update after saving changes
• Stock does not reduce after valid order processing
• Persistent mismatch between POS and website
• Multiple florists report similar inventory issues

? Include in escalation:

• Product name/ID
• Current vs expected stock levels
• Order details (if applicable)
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why is my product showing out of stock?

Most commonly due to:

• Stock level reaching zero
• Inventory tracking enabled but not updated

Q2: Why is stock not updating after an order?

Possible reasons:

• Inventory tracking disabled
• Order not processed correctly

Q3: Why is there an inventory mismatch?

Usually due to:

• Missed manual updates
• Sync delay

Q4: Can I manually adjust stock?

Yes, stock can be updated manually in product settings.

Support Agent Script (Standardized)

Opening

“Let’s check your inventory settings and stock levels together.”

Validation

“First, we’ll confirm if inventory tracking is enabled for this product.”

Guided Troubleshooting

“Let’s verify the current stock level and update it if needed.”

Explanation

“I’ll help ensure the stock reflects correctly moving forward.”

Closure (Resolved)

“The inventory is now updated and should reflect correctly.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further review.”