What can we help with?

There are many things that could cause a data import to fail to upload, including improper formatting, incorrect column names, incorrect columns, etc. The first things to check are:

1. Make sure you are using the correct template for your import.
2. Make sure the import worksheet tab is named import.
3. Make sure to delete the instruction tab and any additional tabs in the worksheet.
4. Make sure you don't change the titles of any column headers.

Click here for the full article on Importing Best Practices.

Having the same UPC for both Public and Private products can create issues. This can happen if you initially created a private product and the product was later added to the Product Universe, causing a conflict. You might see the error No Value Present when clicking on the Vendors or Inventory tab in the public product.

In order to resolve this issue, you will need to archive the Private Product and create it as a Public Product from the Product Universe.

Click here to learn more about archiving private products and migrating them to public products.

Inventory that is added or removed without a cost attached to it can create issues with your accounting for COGS (cost of goods sold) and your Average Cost.

Click here to learn more about COGS, Average Cost, and Margins. 

You can also correct your Average Cost using the Product Manager Page. Click here to learn more about using Change or Remove Products.

• Make sure the tax rate is present under Store > Settings > Stores > Edit.
• Make sure an Open Register count was submitted under Register > Open / Close Drawer.
• Log out, clear your browser cache, and log back in again. Click here for instructions from Google Support.

• Click here for more detailed Astro Loyalty troubleshooting tips.
• Address Required: Some programs require a customer's phone number and street address. If the customer profile is missing that information, you will need to add the missing information in order for the customer to participate in the program.
• Customer profiles need to pair by email address and phone number in order for the integration to work. Add or update the missing email and/or phone information.

• If you use the P5 Card Reader, click here for more information.
• If you use the S1F2 Card Reader, click here for more information.
• If you use the WisePOS E / S700 Card Reader, click here for more information.
• If you use a Clover Connect Card Reader, please call us at the number at the bottom of this article for troubleshooting help.

• Make sure the login email is all lower case:
  • Not: LikeThis@etailpet.com
  • Should Be: likethis@etailpet.com
• Log out, clear your browser cache, and log back in. Click here for instructions from Google Support.
• In some cases, you may need to exit the Chrome browser completely and restart it to force start a new browser session.

If you get this error when logging in “Authentication Failed: Bad Credentials” but it still logs you in, follow these steps to troubleshoot.

1. Go to Settings > About tab.
2. Check your email address and make sure that you don’t have any capital letters in it. If you do, then click Edit and change it to all lowercase.
3. Log back in using only lowercase letters for the email address.
   
   ✅ Should be likethis@etailpet.com  ❌ Not LikeThis@etailpet.com  

Administrators are able to send reset password links. Occasionally, a user on the same computer may attempt to use the link to reset a password. If a reset password link is clicked when the computer already has a logged-in user in the eTailPet system, then the link will not work. Make sure the user is logged out and retry the link.

There could be several reasons you are having issues logging in to your dashboard. If the above solutions didn’t solve your issue, the try these steps before submitting a help desk ticket:

1. Check that you are entering your email address in all lowercase.
2. Check the URL (website address) that you are typing is your correct login address.
3. Clear your cache and restart your browser (See instructions linked above).

• You can’t reopen a PO once you have submitted it.
• It is a good idea to copy yourself on the email submission so that you will be able to forward it to the vendor if they do not receive the original.
• To copy yourself on the PO, separate emails with a comma in the Vendor Information section of the PO. See the example below.
  
• Update the Vendor contact information in Manage Catalog > Product Vendors if you want it to be added automatically each time you create a new PO.

Go to Manage Catalog > Product Vendors > Open the Vendor for the Purchase Order.

Make sure that Order in Cases is set to false.

Make sure you do not unsubscribe yourself from any of your retailer emails. Do not unsubscribe to any system emails (which would come from your domain email), including but not limited to:

• Password Reset Notifications
• Order Emails
• Account Creation Notifications

If you think this might be your issue, please open a support ticket so we can help you resolve it.

• Make sure your browser is not blocking the label print dialog popup. Depending on your browser and plugins, you may need to change this in your browser settings or in your Ad-Blocker plugin:
  • Change the setting to Always Allow Pop-Ups from the eTailPet.com domain.
• If you're using a Zebra Label Printer, make sure you have Browser Print enabled. Click here for instructions.

Make sure the printer is set to the factory settings.

Zebra: Hold down the forward feed button on the front panel. The indicator light will start a flash sequence: 1, 1-2, 1-2-3, and so on. When it flashes four times, release it. This resets the printer to factory defaults.