Troubleshooting
A product is missing or has the wrong price
Follow an orderly diagnosis before changing search rules.
Reviewed October 23, 2026 · Customer guide
Steps
- Check that you are in the correct store and search for the exact SKU in the Catalog and Index.
- If missing, check origin, publication, source and last import.
- If it exists, check stock, active filters, budget, category and exclusions of the query.
- If the price differs, compare normal price and offer at origin and synchronize.
- Temporarily disable a suspicious rule only if you can restore it and test its effect.
Distinguish absence from concealment
A product can be indexed and excluded by a valid filter. Don’t remove a price limit to force it to appear. Also, don’t create a custom result to disguise a failed import.
Escalate with evidence
Send SKU, listing URL, exact query, filters, time and expected result. Includes the observed public price, without keys or buyer data.
How to verify it worked
The correction resolves the case and maintains the evidence of exact model, budget and accessories.