When a product isn’t where you expect it — not listed, listed but not selling, or showing the wrong stock — start here. This is the cross-channel diagnostic; each marketplace’s own guide has a platform-specific table at the end.
“Why isn’t my product listed?”
Work down this list — the causes are in rough order of how common they are:
- It was assigned but never published. Assigning attaches a product to a channel; it doesn’t put it on the marketplace. Run List All Products (or List by Category / list the selected products). See Listing your catalog.
- It’s a linked-catalog channel and the product isn’t linked. On Amazon and Walmart you must link the product to an existing catalog item before it can carry an offer. An unlinked product is skipped on push. See Amazon / Walmart.
- It expired off the marketplace. Google listings expire ~30 days after they’re last sent. Re-run List All Products — re-listing is safe and re-sends what dropped off.
- The marketplace rejected it. A Rejected badge means a data or policy problem to fix (below).
- It’s still in the marketplace’s review queue. An Under review badge is normal for a freshly listed product — nothing to fix, just wait.
- The product isn’t active. Only active catalog products list. Drafts and archived products never do.
What each status means
| Badge | Meaning | What to do |
|---|---|---|
| Live | Serving on the marketplace | Nothing — it’s working |
| Under review | Accepted, marketplace is still vetting it | Wait; review is on the marketplace’s side |
| Rejected | The marketplace disapproved it | Fix the flagged issue, then re-list |
| Removed | Was live, marketplace no longer holds it (usually expired) | Re-run List All Products |
| Not listed | Assigned but not on the marketplace | Run List All Products |
| Queued | Assigned, status not confirmed yet | Wait for the next status check |
For the model behind these, see How listings work.
“It says listed but it isn’t” — or the count looks wrong
ILLUMA reads listing status from the marketplace, not from its own send log, and re-checks on a schedule (about hourly on Google). A few consequences:
- A new listing shows “—” for the Listed count until the first status check confirms it. ILLUMA shows a dash rather than a number it can’t stand behind.
- A product can flip from Live to Removed on its own. That’s the marketplace dropping it (usually expiry) and ILLUMA telling you the truth.
- “Not listed” counts your whole active catalog, not just assigned products — so unassigning products doesn’t hide the fact that they aren’t on the marketplace.
💡 Tip: If the Listed count seems stale, it’s between status checks. On Google you can force a fresh check from the Dashboard tab’s Product Approval Status card with Refresh, or run Reconcile to compare against Google live.
Google: everything is “Under review”, nothing “Approved”
This is the most common Google surprise, and it’s not an ILLUMA problem — your products were sent to Google successfully; Google simply hasn’t approved them yet.
- New Merchant Center accounts and feeds go through review. Products sit Under review until Google finishes vetting your account and data.
- What to check in Google Merchant Center: your account status and website verification (claim and verify your site), and any Shopping ads policy review or account-level flags.
- A common hard blocker: if your Storefront URL isn’t set in the Google channel’s Settings, products have no link and Google disapproves them wholesale. Set it, then re-list.
See Connect Google Shopping for the full walkthrough.
Inventory or price is wrong on the marketplace
| Symptom | Likely cause | Fix |
|---|---|---|
| Quantity or price wrong on the marketplace | SKU mismatch between the catalog product and the mapped listing | Check the mapping — the SKU must match on both sides |
| Stock changes never reach the marketplace | Sync inventory is off (it’s off by default) | Turn it on in the channel’s Settings → Sync to {channel} |
| Price won’t update | Price sync off, the product is under the repricer, or a marketplace price band is vetoing it | Check the sync toggle and whether the SKU is repricer-managed |
| Bulk price change crawls (Walmart) | Single price updates are rate-limited | Run it as a bulk operation, which uses a feed |
Orders aren’t importing
- Unpaid orders are skipped by design on every channel — they appear once the marketplace marks them paid.
- No historical orders after connecting is expected on eBay and Walmart — connect stamps a watermark and only pulls orders from then on. Use a backfill for older orders.
- Nothing importing at all usually means the channel isn’t Connected — check its status.
A channel shows “Expired” or “Disconnected”
The marketplace stopped accepting ILLUMA’s credentials — an OAuth token expired, or API keys were rotated. Syncing halts until you fix it:
- OAuth channels (Google, Amazon, eBay): click Reconnect and re-authorize.
- Walmart: generate a fresh Client ID / Client Secret in Seller Center and reconnect.
Your listings, mappings, and settings are preserved across a reconnect — nothing is lost.
Per-channel troubleshooting
Each marketplace has failure modes specific to it — Amazon FBA ghost offers, eBay’s shipment-confirmation quota, Walmart’s 4-hour acknowledge window:
- Connect Google Shopping → Troubleshooting
- Connect Amazon → Troubleshooting
- Connect eBay → Troubleshooting
- Connect Walmart → Troubleshooting
Next: Channel Hub overview — the full map, if you want to retrace the model.