Investigating Reasons for Import Errors

Applies to: RFMS E-Commerce (EC)
Use this article to review the results of an EC catalog import. Does not cover: general RFMS product maintenance outside of EC imports. Support required: for transmission errors, duplicate SKU issues, or import results the Post-Import Report does not explain.

If a catalog import does not produce the results you expected, start by reviewing the Post-Import Report. This report shows what changes were applied during the import process.

If the report does not explain the issue, contact Support. EC Support can review the backend logs to investigate what data was sent, what was received, and how the import was processed.

Review the Post-Import Report

After running a catalog import, use the Post-Import Report to review what changes were applied.

1. Open Product Catalog Download.
2. Click Print, .
3. Select Post-Import Report.
4. Select a Sort Option.
5. Apply any filters you need (for example supplier, manufacturer, style, account number, or tagged records only).
6. Run the report and review the results.

Use the report to identify records that did not import as expected. If you ran the import using tagged records, re-run the report using the Tagged records only filter so you’re looking at the same set of items you processed.

For more details on running reports from Product Catalog Download (including filters and sort options), see E-Commerce Maintenance Reports and Related Fixes.

When Support Needs to Investigate

Contact Support if the Post-Import Report does not explain the issue, if imported data looks incorrect, or if records appear to be missing or duplicated.

You may also be able to navigate to Utilities > Maintenance > View Transmission Errors. This area can show transmission or processing problems for EC activity, including issues that are not limited to catalog downloads. In most cases, the information shown there is reviewed by EC Support during investigation.

If you see an error listed there, send the details to Support.

If you see a duplicate SKU indicator, in Product Catalog Download, contact Support. This issue must be investigated by EC Support. 

What to Send to Support

Include the supplier name, what you were importing, the date and time the import was run, any error message or code you saw, and whether the issue affected all records or only some records. If available, include a screenshot or copy of the Post-Import Report.