Troubleshooting guide

Let's walk through everything that can go wrong (or look like its going wrong) and how to diagnose...

But first: Have an issue? Reach out to us directly and we'll take care of you. Two ways:

Copy and send the Repricing ID # in your email. You'll see the ID in the progress box every time you reprice. That will allow us to investigate quickly.

Okay, let's get into it.

What's covered in this article:

Read the full list below, or watch this:

Theoretically, this should never happen and is *almost always* because there is an overlooked rule or setting excluding that item.

Go down this checklist for any item NeuroPrice isn't repricing:

Almost always, the answer is in this list.

If *none* of your items are repricing, of course the first thing to confirm is that you have at least one rule set for at least one product category you have for sale.

Assuming this isn't the issue, there are a couple of weird issues that can cause this:

Are all your rules Paused? This can be easy to miss.

Have you been logged out of Amazon? Refresh the page to confirm. Amazon will log you out every so often, and NeuroPrice will look like its repricing, but no updates will appear on the page. Confirm you're logged in by refreshing the page.

Does Amazon thinks you're outside the US? Check your location here:

This can happen randomly, and is usually just "one of those things."

Three things to do:

This means two or more pricing rules have overlapping Sales Rank parameters.

Go through your rules, find the culprit, and correct.

This is always going to be one of four things:

Incorrect email or password.

You can reset your password here.

These could be caused by not having the correct columns visible on the page.

Go to your Managing Pricing Preferences page to confirm.

Since repricing is what we do, we're pretty confident NeuroPrice will usually do exactly what you tell it.

So the first thing to consider is: Is it possible NeuroPrice is doing exactly what it should, and its obeying a pricing rule you may have overlooked?

One other possible issue can arise if you reprice a page of inventory, and choose to not hit "Save." If you reprice that page again, the changes will apply to the edited price - not the price that's live on Amazon.

Always refresh the page first if you choose to not save your changes.

There's nothing wrong with setting your Manage Pricing page to 250 items per page and repricing that many items. But sometimes it can cause a couple issues.

One, it slows repricing speed. For technical issues that are too boring to explain, it takes more than 2.5x longer to repricing 250 items vs 100 items.

So while you have to click the "Reprice" button more often when repricing 100 items vs 250, it will actually go a little quicker. This is one of the main reasons we recommend setting the page to display 100 items (instead of 250). You can edit that setting here.

Another thing to consider is that NeuroPrice can't do its job until all the inventory items on the page are fully loaded. You might notice when you go to Manage Pricing (or advance ahead a page), if you scroll down to the bottom you'll see those items can take 15 seconds or so to fully load.

If you hit "Reprice" before everything has fully loaded, you'll get errors.

When the page is set to 100 items, they usually load almost instantly, so choosing to display 100 items can prevent any issues.

Confirm your view is set to "active" (NOT "inactive" or "all").

When you see this next to an item you think should have been repriced, but wasn't, here's what it means: The type of price you selected in the "Source Price" setting of your Pricing Rule was not found.

Example" Your source price is set to "3rd lowest FBA." Let's also say you have it set to "exclude Acceptable," and "compare used/used and new/new only."

If you get this error, it means there are two or fewer FBA offers that are not in Acceptable Condition, and also match the condition category (new or used). NeuroPrice tried to find the 3rd lowest FBA offer within the settings, and it didn't exist.

Sometimes you'll login, but the "Reprice" button doesn't display and you can't reprice anything.

First step: Confirm you are logged in. Click the "NP" icon (upper right corner of your browser) and confirm it says you're logged in. If you're logged in and the Reprice button still doesn't appear, proceed to step #2

Second step: Log out. Clear your browser cache (Go to Chrome settings -> More Tools -> Clear Browsing Data -> Next to "Cookies and other site data" and "Cached images and files," check the boxes -> Click Clear Data.

Third step: Log back in.

That should resolve it.

How fast should NeuroPrice work in normal conditions? How do you know if there's a speed issue?

The #1 (and only) factor in repricing speed is your internet connection. The slower your connection, the slower the repricing speed.

Here's a rough estimate of what to expect:

If your results are significantly and consistently slower than the numbers above, you'll want to check your internet speed.

A good internet speed baseline to use is 25 MBPS. Go to Fast.com, and if your speed is considerably under 25 MBPS, that will increase your repricing time.

Another tip to increase speed

Delete all unnecessary pricing rules for all categories.

To understand why this is important, consider how NeuroPrice spends it's time:

The fewer of these that are used in your repricing rules, the faster NeuroPrice will go.

Now, of course you shouldn't change your repricing strategy just so NeuroPrice will go faster. But you should ask: Do I have any rules set that I'm not using right now?

If yes, delete those rules. This can reduce the repricing time by as much as 66%.

You may be prevented from repricing and see a message you have exceeded the SKU limit of your plan.

This is easy to resolve and can be solved in one of a couple ways:

The problem: NeuroPrice freezes / stops running in the middle of a repricing job. Specifically when using the "Automate" button.

The cause: Chrome is putting the tab to "sleep," causing NeuroPrice to stop working. This can be caused either by 1. Minimizing a tab. 2. a certain amount of time elapsing, or 3. having a lot of other tabs open which requires Chrome to free up memory by putting other tabs to sleep.

How to solve:

Quick video on how to do this:

Remember the scheduling page will not refresh automatically. You must click the refresh button to get the latest progress.

See additional troubleshooting topics below if progress is not updating even when you refresh.

This can happen when a scheduled repricing is already running. Things are moving slower while NP is working, and that can cause a delay in opening the Scheduling page (if you closed it). Give it 5 to 10 seconds and the page should open.

First, hit the refresh icon on the Scheduling page to confirm the progress is not updating (progress will not refresh on its own).

Second, confirm Service Worker window is still open.

Third, go to chrome://extensions/ and look for NeuroPrice panel (the demo version, not the install from the Chrome store). Does it say “Service Worker (inactive)”? (it should not say that).

Fourth, confirm you are still connected to Amazon. This should never disconnect, but to be safe check for the “Connected” status on the scheduling page.

If all that checks out, copy the Scheduling ID from anywhere on the Scheduling page, and send to support@neuroprice.io with any notes.

We're always here to help.

If your question is specific to something not repricing the way you think it should, here's how to make sure you get the fastest answer:

Don't hesitate to reach out.

-Peter Valley & Team Neuro