Start with the exact customer selection
Note the product, size, selected choices, quantity, fulfillment method, location, and date. Open the same storefront link customers use and read the displayed message. A product missing from the shop list and a product that cannot accept a particular order are different problems.
1. Check the product and its shop visibility
Open the product in Products. Check its status and Display in Shop setting. Use an active product with shop visibility enabled when it should appear in the catalog. Review any storefront status label as well; a label does not create an ordering schedule or add stock.
If a specific size or choice is missing, check that it is offered and included in the product's current setup. Changes saved only as an option draft are not yet the published customer experience. Complete the product-option publication review after checking the changes.
2. Check the ordering schedule
Open Planner and find the schedule the customer is trying to use.
- Weekly Schedule: verify the product is included and the intended weekday, time, and location are offered.
- Specific Dates/Drops: verify the product is attached to that drop and the customer selected the intended occurrence.
- Opening and cutoff: confirm ordering has opened and the cutoff has not passed.
- Lead time and blocked dates: check preparation lead time, holidays, vacations, and any product-specific closure.
Check the displayed local date and time carefully. Changing inventory will not reopen a closed ordering window.
3. Check fulfillment and location
Confirm the product can use the customer's pickup, delivery, or shipping method. Check that the selected location and schedule belong together. A shipping product still needs the appropriate shipping setup; a pickup window does not make it shippable.
For delivery, check the address and delivery eligibility shown at checkout. When products in one cart have incompatible dates or fulfillment requirements, review each item rather than changing stock to try to force a match.
4. Check every applicable stock limit
In Planner, inspect the correct product and date or weekly scope. Stock may be limited by the product, selected size, selected choice, and dated occurrence. Every applicable limit must allow the requested quantity.
- Untracked stock: no inventory limit is configured.
- Tracked zero stock: sold out.
- Shared size stock: different sizes may consume the same product balance.
- Choice stock: an unavailable flavor can block a box even when the product or size still has stock.
- Active holds: an in-progress checkout can temporarily use available capacity. Review or let it finish or expire instead of assuming the balance is wrong.
For example, a six-cookie box containing four Chocolate Chip cookies cannot be ordered when that flavor has only three available, even if ten boxes remain. Two such boxes require eight Chocolate Chip cookies.
Adjust stock only when it reflects actual capacity. A refund does not necessarily return stock; use the order's explicit, eligible restock controls when returned goods can be sold again.
5. Check choice counts and rules
Use Try your choices in Product Options. Check exact, minimum, and maximum counts; whether repeats are allowed; per-choice increments; size-specific counts; and conditional groups. A six-piece box with five selected cookies fails its rule even with unlimited inventory.
If the customer started before you published an option change, have them review and reselect the current choices. Do not treat an old cart selection as proof that the new rules accept it.
6. For linked menus, check the underlying products
A menu using Use existing products takes prices, stock, questions, recipes, and fulfillment from its linked products. Check the actual linked product and saved size. A chosen date must work for each selected item, and other items already in the cart can consume the same stock.
The menu does not supply an extra inventory pool. Nested quantity menus and a linked menu's own sizes are unsupported. Quantity menus are for one-time orders, so do not expect the same setup to become a standing subscription.
Recheck or ask for help
Save corrections, publish option changes when required, and reopen the customer selection. Try the exact size, choices, quantity, method, location, and date that failed.
If it still fails, contact support with the product link, the displayed message, the relevant date and location, and the selection that reproduces it. Include an order reference if one exists. Do not share payment details or customer contact information in a public screenshot.
Inventory guidance · Choose a schedule · Blocked dates · Worked choice examples