Resolving Pricing or Unit Conversion Errors

Applies to: RFMS E-Commerce (EC)
Use this article when pricing, cost, quantity, or selling unit values imported through EC do not match expectations in RFMS.
Does not cover: RFMS pricing setup outside of EC imports.
Support required: Often, to confirm what data was received and applied during import. Vendor contract pricing mismatches may require review by Support and/or your supplier.

If pricing or selling units look wrong after an EC import, review the scenario that best matches what you see. If the cause is not clear, contact Support. Support can review the EC import logs to confirm what data was sent and what data was pulled during the import process.

Issue: Selling price is missing or not calculating as expected

Cause

E-Commerce and Gateway do not populate the selling price formulas for new records. Formulas must be applied manually. Once the formula is in place, the import process may update the prices depending on the Price Update Method system option (automatic vs. manual updating).

Fix

Apply selling price formulas using Apply Selling Price Formulas to Imported E-Commerce Products. If Prices still aren't updating the way you expect, review the Price Update Method system option.

Issue: Selling Unit or unit of measure (UOM) is incorrect

Examples include a product arriving in SF instead of SY, tile imported as EA when your store sells it by the box, or roll goods imported with the wrong width or linear unit

Cause

The supplier-provided UOM does not match how your store buys, sells, or measures the product.

Fix

Before importing, review UOM, Buy Qty, and Sell Qty in the Product Catalog Download screen to spot discrepancies. After importing, correct UOM and verify width, dimensions, and conversion factors in the Products Module.

Issue: Quantities or extended price is incorrect

Cause

Incorrect Buy Quantity or Sell Quantity values in supplier data can lead to incorrect order quantities, extended prices, or partial carton calculations.

Fix

Before importing, review Buy Qty and Sell Qty in the Product Catalog Download screen to identify possible discrepancies. After importing, update Buy Qty or Sell Qty in the Products module, then re-check quantity and extended pricing behavior in your workflows.

Issue: Cost is missing, incomplete, or unrealistic

Cause

Some suppliers do not include all cost fields, resulting in missing or incomplete cost data.

Fix

Before importing, review cost panels for missing or unrealistic values. After importing, enter missing cost information and adjust or remove incorrect cost records the Products module.

Issue: Costs don’t match expectations across colors/styles (or you see extra cost lines)

Cause

Supplier data may include mixed color-level and style-level costs, or duplicate/mismatched cost records that create extra cost lines.

Fix

After importing, review the product in the Products module to adjust or remove incorrect cost records and confirm whether color-level data is incomplete or inconsistent

Contacting Support or your supplier

If the issue appears to be related to imported EC data, Support can review the import logs to confirm what data was received and applied.

If you work closely with your supplier, you may also want to contact them directly to confirm the pricing, unit, or quantity values they provided. This can be especially helpful when the issue appears to be tied to supplier data or contract pricing.

Before contacting Support

Include the supplier name, the affected product code or style, what value is wrong, what you expected instead, the date of the import, and screenshots of the imported values. If the issue affects multiple items, say that clearly. If you know your setup uses Gateway or another managed importer, include that in the request.