📦 Troubleshooting: My Stock Level is Incorrect
Optiply attempts to display your physical stock level as accurately as possible so you can make confident purchasing decisions. However, if you notice that the stock value in your source system (like Shopify, Magento, or Lightspeed) doesn't match what you see in Optiply, there are a few standard reasons why this might be happening.
Before reaching out to our support team, please review the following advanced stock management features and sync behaviours to see if they explain the discrepancy!
🔄 1. Synchronization Frequencies
Optiply does not always receive inventory updates instantaneously. The frequency of stock level synchronisation depends entirely on the specific source system you are using. Some integrations push data in real-time, while others sync in batches every few hours.
Note: You can find detailed information about the exact synchronisation times between Optiply and your specific e-commerce platform in our dedicated Integrations articles.
⚙️ 2. Advanced Stock Management Features
Optiply's stock management system is designed to optimise inventory levels by considering various logistical factors. Two critical components of this system can make your stock numbers look "different" from your raw webshop data:
A. Time-dependent Stock Position
If this feature is active, Optiply calculates your stock dynamically. This means that only stock expected to be delivered within the current cycle is considered for your stock advice. If you have an incoming delivery that is scheduled to arrive after your current cycle ends, the system will temporarily exclude it from the calculation so you don't run out of stock in the meantime.
B. Product Categorisation
Products are categorised (e.g., A, B, C categories) based on their sales patterns and other criteria, which heavily influence stock recommendations. A product's category might cause the algorithm to hold off on advising an order, even if the stock is low.
🛑 3. Common Scenarios and Resolutions
Here are a few common scenarios where these features cause expected (but confusing) discrepancies:
Unexpectedly High Purchase Advice: If the recommended order quantity seems higher than you expected, given your current incoming shipments, check if the Time-dependent Stock Position is active. The algorithm is likely excluding incoming stock that is scheduled to arrive just outside the current cycle.
New Products Not Triggering Orders: If you just added a new product, it is out of stock, but Optiply is not recommending you order it; check its ABC status. Newly added products categorised as 'C category' often lack sufficient historical sales data for the algorithm to confidently forecast and trigger an inventory-driven order.
❓ 4. Still Inexplicable? Contact Us!
If you have reviewed the synchronisation times and common scenarios above, and the difference in your stock level is still inexplicable, we are here to help!
Please gather the following information so our team can investigate the backend data immediately:
The SKU code of the product.
The actual stock level (what you physically have vs. what Optiply says).
The exact time the last stock change was made in your source system.
Whether you have the 'Time-dependent Stock Position' feature active.
The Product Category (A, B, or C) of the item in question.
You can contact us via the in-app chat, by phone, or by sending an e-mail directly to support@optiply.nl.