Use this checklist when an item hasn't shown up on a marketplace and there's no error for it. No error usually means Acenda hasn't tried to send the item yet, so something in your setup is holding it back. Work through the checks below in order. Most items are unblocked by the first two parts.
Seeing an error instead? If the item appears under CHANNELS → Item Issues, Acenda already tried to send it and the marketplace or Acenda flagged a problem. Follow How to Fix Marketplace Listing Errors instead. For AI-suggested fixes, open CHANNELS → Item Issues (AI) (beta) and see Getting Started with Acenda IQ: AI Suggested Fixes.
Step 1: Confirm the item hasn't been sent
In the sidebar, under CHANNELS, click Item Issues. Search for the item's SKU and check that nothing is listed for it.
Under CATALOG, click Items, search for the SKU, and open the item.
Click the Channel Status tab and select the sales channel. If there are no issues and no marketplace status for that channel, the item hasn't been sent yet. Carry on with Step 2.
Step 2: Check the sales channel integration
In the sidebar, under CHANNELS, click Integrations, then click Edit next to the marketplace. On the Settings tab, check each of the following:
The integration is switched on. On the General tab, Enabled should be on.
The marketplace credentials are current. On the Authorization tab, make sure the credentials (or the marketplace connection) are still valid. If the marketplace password, key or app access changed, reconnect it. See Connecting Sales Channels: How to Integrate with Acenda.
At least one warehouse is mapped. On the General tab, the Warehouses section should list each Acenda warehouse that supplies stock to this channel. A channel only gets stock from the warehouses mapped to it. See Adding and Managing Warehouses in Acenda.
New-item setup is turned on. For channels where Acenda creates new listings for you, the channel's configuration must allow item setup (on some channels it's called Enable Item Setup or Enable Item Content Push). If it's off, Acenda won't create new listings for that channel and won't show an error. This is usually set by your Acenda account team, so if you can't find it or aren't sure, contact Acenda Support.
Step 3: Check the item's channel mapping
Acenda only sends items that are mapped to the channel. On the item's Channel Status tab, select the channel and check the mapping:
The item is mapped. If there's no mapping for this channel, click Add Mapping, choose the Posting Template and Listing Action, and save. To map many items at once, use the Import tool as described in Channel Mapping & Listing Actions for Multi-Channel Syndication.
The Listing Action is FULL or ZERO. Only FULL (content and stock) and ZERO (content with stock forced to 0) are sent. UNLIST takes an item down, so it never creates a new listing.
A Posting Template is selected, and it's set up for the right category. The Posting Template tells Acenda which marketplace category and fields to use. If the template has no category, or the marketplace has since removed that category, Acenda skips the items mapped to it. Check the template under CHANNELS → Integrations → Edit → Posting Templates. See Building a Posting Template: A How-To Guide.
Products with variants are mapped at both levels. Map the parent product and each of its variants to the channel, using the same Posting Template.
Step 4: Check grouping (products with variants)
On the item's Details tab, check the Group field. The options are variant (item), product (group) and kit. For more detail, see How to Use the Group Attribute to Set Products and Variants.
Parent: Group is product (group), and Product Options lists what the variants differ by, such as Color or Size.
Each variant: Group is variant (item), the variant is assigned to the parent, and the option fields (for example Color and Size) are filled in.
Every parent has at least one variant. On some marketplaces, a product (group) item with no variants is skipped without an error. If the item is really a single product, set its Group to variant (item) instead.
Step 5: Check stock
On the item's Inventory tab, make sure it has stock in a warehouse that's mapped to the channel (see Step 2). Stock in a warehouse that isn't mapped to this channel counts as 0 for that channel.
Tip: On some marketplaces, including Mirakl-based ones such as Kohl's, Macy's and Lowe's, a new item with 0 available stock isn't sent at all, so it shows no error and no status. Add stock in a mapped warehouse and the item will go out on the next scheduled update.
Common questions
I fixed everything, but the item still isn't there: Acenda sends updates on a schedule, and marketplaces take time to process them. Allow up to 24 hours before checking again.
Now it shows an error: That's progress. Acenda has sent the item and the marketplace replied. Fix it using How to Fix Marketplace Listing Errors. A "required field missing" error means the item is mapped, but a field the marketplace needs is empty.
The item was live before and has now disappeared: This checklist covers items that were never sent. For items that dropped off, check CHANNELS → Item Issues first, because marketplaces usually report a reason (for example a long out-of-stock period).
Only some items mapped to the same template went out: Compare one item that went out with one that didn't, using Steps 3 to 5. The difference is usually the Listing Action, the Group setting or stock.
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Still stuck?Contact Acenda Support and tell us the item's SKU and the sales channel involved.