Skip to main content

Package Troubleshooting & Advanced Guide

This guide addresses common package issues with step‑by‑step solutions for visibility problems, duplicates, links, pricing, multi‑market sync, and when to escalate.

Product visibility and activation constraints​

"Available in store" is set to Yes but the product isn't appearing​

Setting a product to Available in store makes it eligible for the store, but customers cannot find or purchase it until it is added to a published package that is assigned to a visible store category. Without that package step, the product remains invisible to customers regardless of the availability setting.

Custom product missing from Order Products​

If your custom product doesn't appear in the Order Products list when creating an order for an account, the most likely cause is that the account has no address on file. Custom products use the account's business profile address to determine availability. Add an address to the account's business profile and the product should appear.

Country-specific product activation​

Some Marketplace products are restricted to specific countries. If an account could previously activate a product but can no longer do so, check whether the business profile country on the account has changed. The account's country must match the country availability configured on the product. Update the business profile address if needed.

The Carousel display option in the Review Widget is not available on the standard Review Widget — it requires the Review Widget Pro add-on. Activate Review Widget Pro on the account to unlock the Carousel option.

Finding a product's SKU​

Every product in the Vendasta Marketplace has a SKU identifier. To find it:

  1. Go to Marketplace > Discover Products (or My Products)
  2. Click into the product
  3. Look at the URL in your browser — the SKU is the string of characters at the end (e.g. MP-XXXXXXXXXXXXXXXX)

SKUs follow the format MP- followed by alphanumeric characters. When contacting Support about a specific product, including the SKU speeds up identification.

Common package visibility issues​

Package visibility problems are among the most frequent issues encountered in marketplace management. Understanding the root causes and systematic solutions ensures your packages reach customers effectively.

Issue 1: Packages not appearing in Business App Store​

Symptoms:

  • Published packages missing from customer-facing store
  • Packages visible in Partner Center but not in Business App
  • Customers cannot find or purchase packages

Root causes:

  1. Missing Category Assignment - Package created without store category selection
  2. Category Display Settings - Categories not configured to show in store
  3. Market Assignment Problems - Package not properly assigned to target markets

Solution 1: Category assignment fix​

Steps

  1. Navigate to Marketplace → Packages
  2. Search for the missing package using package name or filters
  3. Click the options menu (⋮) on the package card
  4. Select Change Categories from the dropdown menu
  5. Choose appropriate store categories from the available list
  6. Click Save to apply category assignments

Result: Package appears in Business App Store under selected categories

Change Categories menu option for packages

Solution 2: Store category configuration​

Steps

  1. Navigate to Marketplace → Manage Store → Categories
  2. Review current category configuration and visibility settings
  3. Add Missing Categories - Create any categories needed for package organization
  4. Configure Package Assignments - Ensure packages are properly assigned to categories
  5. Enable Store Visibility - Toggle Show in store for all relevant categories
  6. Save Configuration - Apply changes to update store display

Verification: Check Business App Store to confirm category and package visibility

Solution 3: Market assignment correction​

For multi‑market configurations

  1. Navigate to Marketplace → Packages
  2. Verify current market selection in the market dropdown
  3. Locate the package that should appear in target market
  4. Click the options menu (⋮) next to the package → Copy
  5. Select the required target market from the dropdown
  6. Click Save and Publish to create package in target market
  7. Switch market view to confirm package availability
Copy package to a different market

Issue 2: Duplicate packages in Public Store​

Symptoms:

  • Same package appearing multiple times in customer store
  • Duplicate listings with identical content and pricing
  • Customer confusion due to repeated package options

Root cause:

Duplicate packages typically occur when both Business App and Public Store options are enabled for the same product, causing the system to display multiple instances.

Complete resolution

Step 1: Identify affected products​

  1. Navigate to Partner Center main dashboard
  2. Access Product Section - Go to the main product management area
  3. Search for Duplicated Product - Use search functionality to locate the product causing duplication
  4. Document Current Settings - Note current configuration before making changes

Step 2: Modify product settings​

  1. Click on Target Product - Select the product showing duplicate behavior
  2. Access Product Overview Page - Navigate to the main product configuration
  3. Locate Display Settings - Find the Business App and Public Store checkboxes
  4. Uncheck Both Options - Disable both Business App and Public Store options temporarily
  5. Save Changes - Apply the configuration updates

Step 3: Verification and restoration​

  1. Refresh Page - Clear browser cache and reload the page
  2. Check Public Store - Navigate to customer-facing store to verify duplicate removal
  3. Re-enable Appropriate Settings - Enable only the necessary display options
  4. Final Verification - Confirm single package appearance in store

Prevention strategy

  • Systematic Configuration - Use consistent approach for product and package display settings
  • Regular Audits - Periodically review store for duplicate content
  • Documentation - Maintain records of package and product configurations

Symptoms:

  • Direct package links return errors or don't load
  • Buy it Now links redirect to incorrect pages
  • Customers cannot access packages through shared links

Common causes and solutions

Cause 1: Package publication status​

Check: Ensure package is published and not in draft status

Solution: Navigate to package management and confirm publication status

Cause 2: Purchase behavior configuration​

Check: Verify package purchase behavior is set to Add to Shopping Cart

Solution: Edit package settings and configure appropriate purchase behavior

Cause 3: User access permissions​

Check: For Buy it Now links, verify the target user exists and has appropriate permissions

Solution: Review user configuration and access rights

Cause 4: Market restrictions​

Check: Confirm package is available in the customer's target market

Solution: Review market assignments and availability settings

Cause 5: Purchase attempted while impersonating a user​

Check: If Get it now is unavailable or purchase cannot complete in Business App, confirm whether the partner is impersonating the customer

Solution:

  • Ask the customer to sign in directly with their own Business App user to complete purchase
  • If a partner needs to place the order on the customer's behalf, place it from Partner Center

Cause 6: Package purchase behavior needs republishing​

Check: If package pricing or purchase actions do not match your intended setup in store, verify the package's Purchase behavior configuration in Marketplace → Packages

Solution:

  1. Open the package in Marketplace → Packages
  2. Set the intended Purchase behavior option explicitly
  3. Confirm item visibility and pricing options are correct
  4. Save & Publish the package

Issue 4: Package pricing changed after editing​

Symptoms:

  • Package pricing looks different after opening and saving an existing package
  • Line items now show individual prices that weren't visible before
  • Total price appears redistributed across items

Root cause:

Existing packages automatically migrate to the line-item pricing model the first time they are edited and saved in the package constructor. This migration distributes the package's total price across individual line items using a weighted breakdown based on each item's retail value and billing frequency.

Resolution

  1. Open the package in Marketplace → Packages
  2. Review the individual line-item prices to confirm they look correct
  3. Adjust any item-level prices as needed, or set a new total package price to trigger smart price allocation
  4. Save the package

This migration is a one-time conversion. After saving, the package uses the new pricing model going forward. The overall package price is preserved during migration — only the per-item breakdown is new.

Package Profit showing as unavailable​

If the Package Profit field shows as unavailable, the most common cause is a currency mismatch — the package currency does not match the currency configured for your market. Go to Manage Store > Currency and confirm the market currency matches the currency used in the package.

Retail price not updating after editing a package​

In the new package editor, updating the retail price of an item inside a package does not automatically recalculate and display the updated total in the list and grid views immediately. This is a known behavior. To apply the updated price:

  1. Open the package in Marketplace > Packages
  2. Remove the affected product from the package
  3. Re-add the product and set the correct retail price
  4. Save and publish the package

Note: bulk pricing updates across multiple packages are not currently supported. Each package must be updated individually.

Package not appearing when adding it to an invoice​

Packages must use the new line-item pricing model to be compatible with invoices and the Shopping Cart checkout. If a package was created with the legacy pricing model, open and save it in the package editor — it will automatically migrate to the new model. After saving, the package should appear as an option when creating invoices.

Advanced troubleshooting scenarios​

Multi‑market package synchronization​

Complex scenario: Packages appear inconsistently across markets with varying availability and pricing.

Diagnostic process

  1. Market-by-Market Review - Systematically check each market configuration
  2. Package Comparison - Compare package settings across markets
  3. Product Availability - Verify all package components are available in each market
  4. Pricing Consistency - Check for appropriate regional pricing variations

Resolution strategy

  1. Standardize Base Configuration - Establish consistent core package settings
  2. Market-Specific Customization - Apply only necessary regional variations
  3. Synchronization Process - Use copy functionality to maintain consistency
  4. Ongoing Monitoring - Regular audits to prevent configuration drift

Considerations

  • Localized pricing - Adjust package pricing for regional markets
  • Product availability - Ensure all package components are available in target markets
  • Regulatory compliance - Consider local regulations and requirements
  • Cultural adaptation - Modify messaging and positioning for local audiences

Cross-market strategy

  • Standardization - Maintain consistent core offerings across markets
  • Localization - Adapt pricing, messaging, and product mix for regional needs
  • Performance monitoring - Track package performance across different markets
  • Optimization - Continuously improve packages based on market-specific data

Support resources and escalation​

If nothing in this guide fixes the issue, use the options below.

When to escalate​

Escalate or open a support thread when you see any of the following:

  • Configuration issues that cannot be resolved after following the steps above
  • System-wide problems affecting multiple packages or customers
  • Technical integration problems that need API or engineering help (start with Developer APIs and integrations when relevant)
  • Performance or outage-like behavior that blocks sales or fulfillment

Before you assume a bug, check Vendasta system status for platform-wide incidents.

Contact Vendasta support​

More help in the docs​

Customer communication​

When you need to update your customers about a package or store problem:

  • Proactive updates — Tell affected customers what you know before they all hit support
  • Clear explanations — Describe impact and what you are doing in plain language
  • Timeline expectations — Give a realistic window when you have one; say when you will follow up if not
  • Follow-up — Confirm the issue is resolved or the workaround still works for them