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Why Product Updates From Your Store Aren’t Showing in Kintsugi (and How to Resolve It)

Updated 54 seconds ago

You renamed, re-described, or re-categorized a product in a connected source, and the matching product in Kintsugi still shows the old details.

What You Will See

The product exists in Kintsugi under Products, but one or more fields still hold the values from before your edit in your data source. There is no error message and no failed sync banner.

Why This Happens

  1. Someone edited or approved that product in Kintsugi, which permanently protects it from source updates

  2. Allow Product Updates From Source is turned off for your organization

  3. The connection has not run its next sync yet.

  4. The Kintsugi product is not matched to the source record you edited

How to Fix it

- If the product was edited or approved in Kintsugi:

This is working as designed, and the source cannot overwrite it. To apply the new details:

  1. Open Products in Kintsugi.

  2. Find the product and update the fields yourself so they match your source.

  3. Save your change.

- If the setting is off:

  1. Go to Configuration > Settings.

  2. Turn on Allow Product Updates From Source.

  3. Make the edit at the source again, or wait for the next update from that source, so Kintsugi receives a fresh change to apply.

- If the sync has not run yet:

  1. Wait for the connection's normal sync cycle to complete.

  2. Check the product again in Products.

- If the product does not appear to be matched:

  1. Confirm the product still exists and is active in your source system.

  2. Confirm it is the same record, not a duplicate created after your edit.

  3. If it still does not match, contact us using the steps below.

How to confirm it is resolved

Open Products in Kintsugi, find the product, and check that the field you changed now shows your new value

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Still Didn't Work?

Reach out via the chat bubble in the bottom right. To help us resolve this quickly, please include:

  • The email address on your Kintsugi account

  • The name of the connection, for example your store or accounting system

  • The product name and, if you have it, the product ID in both systems

  • The field you changed, the old value, and the new value

  • The date and time you made the change at the source

  • A screenshot of the product in Kintsugi

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