This guide focuses on solving common issues associated with creating and selling items with variants.
Table of Contents
I do not see an item I created on the register.
If an item and all of its variants are missing from the register, chances are the item itself is inactive.
On the register, search for the item by its name or by a variant's SKU or UPC.
If the item appears, consider adding it to the item shortcuts panel to make it easier to find in the future at the register.
If neither the item nor its variants appear, continue with the additional steps below.
From the Item List, edit the item and check the 'Active' box under 'Register Status'.
Click to Enlarge
Select a save option to finish editing the item.
Click to Enlarge
If editing the item in BackOffice, get updates on the iOS or Android register to sync the changes.
I cannot ring up a variant at the register.
When some of an item’s variants cannot be selected, it means those particular variants are inactive.
From the Item List, edit the item and check the box next to each variant that should be active.
Select a save option to finish creating the item.
If editing the item in BackOffice, get updates on the iOS or Android register to sync the changes.
"UPC already used"
This error appears if you try to add a UPC to a variant and that UPC is already assigned to a basic item.
There are two ways to resolve this error:
Remove the UPC from the basic item it is assigned to, then enter the UPC for the variant item.
Visit our Bulk Edit article to learn how to update several UPC codes at once or our Bulk Management article to learn how to update all UPC codes in bulk.
Leave the UPC assigned to the basic item and print a new label for the variant item.
Since the name of an option value cannot be edited directly, the only way to change it is to remove the option value from the item and then re-add it. Follow the steps below to use this method to rename an option value.
Before removing and re-adding an option value, note the following:
Removing an option value will temporarily delete all variants associated with it.
Labels printed for variants before their deletion will no longer scan at the register. New labels will need to be printed.
Price, quantity on hand, cost, UPC, & reorder trigger must be manually re-entered for deleted variants.
Removing and re-adding an option value does not affect its name in historical reporting.
Variants associated with a re-added option value will appear separate from their original versions in future reporting.
While editing the item, click the X to remove an option value whose name needs to be changed.
In this example, the LArge option value needs to be changed to Large, so we remove it from the item. This deletes all variants associated with that option value.
Labels printed before re-adding these variants will not scan at the register.
How do I re-add a variant deleted via Bulk Management?
We recommend only deleting variants you do not plan to sell in the future. If you must re-add a deleted variant to an existing item, follow the steps below to do so.
Before re-adding a variant, note the following:
To re-add a deleted variant, you may need to temporarily delete some of the item’s other variants.
Labels printed for variants before their deletion will not scan at the register. New labels will need to be printed.
Price, quantity on hand, cost, UPC, & reorder trigger must be manually re-entered for deleted variants.
Variants re-added via this process will appear separate from their original versions in future reporting.
Click the 'X' to remove an option value belonging to the variant to be re-added.
In this example, the Blue – Small variant is being re-added, so we remove either the Blue or Small option value. This deletes all variants associated with that option value.
Labels printed before re-adding these variants will not scan at the register.
I made an item inactive, but it's still on the item shortcuts panel.
Inactive items automatically disappear from the Retail POS (S-Series) app after you Get Updates, but they are not removed from the item shortcuts setup page. Follow these steps to completely remove a shortcut from the layout panel.
Delete an item in BackOffice to completely remove it from inventory. The sales history of the item will still be recorded in reporting up until when it is deleted.
If you delete an item and re-add it later, labels printed for that item will not scan at the register. New item labels will need to be printed. If you might sell the item again in the future, uncheck the ‘Register Status’ box instead of deleting the item so it will remain in inventory but no longer appear for sale at the register.
Access the Item List from BackOffice, not from the Retail POS (S-Series) app.
Check if you are logged in as the Business Owner.
The upper-right corner displays the name of the user who is logged in. The Business Owner is either the person who originally created the store or the person logged in when stores were linked.
