Frequently Asked Questions (FAQ)
Account Management & Data Reset
Q: How do I reset my Shelf Planner account or start fresh?
A: Our support team can reset your data and do a full refresh. Contact our support team if you need help with synchronisation, or if you have any issues with product synchronisation between your store and Shelfplanner.
Q: Can I delete my account and create a new one with the same email?
A: Yes, but you must first fully disconnect your store and delete the existing account. Use the [Account Deletion] option in your profile settings. If you need assistance, escalate to support.
Syncing & Data Consistency
Q: Why are my products, orders, or suppliers not syncing between WooCommerce and Shelf Planner?
A: Sync issues often arise from API conflicts, permission settings, or plugin incompatibilities. Check your WooCommerce API keys and ensure all required permissions are enabled. For unresolved issues, use the [Sync Troubleshooter] tool in-app or contact support.
Q: Will syncing overwrite my existing data?
A: Syncing is directional. Shelf Planner pulls data from WooCommerce but does not push changes back unless explicitly configured. Always review sync settings before initiating a sync.
Bulk Operations & Workflow
Q: How can I import suppliers or products in bulk?
A: Use the [Bulk Import] feature under [Inventory Management]. Download the template CSV, populate your data, and upload. For supplier assignments, use the [Bulk Edit] tool to map products to suppliers in one step.
Q: Can I customize fields during bulk import?
A: Yes. The bulk import template includes customizable columns. Map your custom fields to Shelf Planner’s attributes before uploading.
Sales Forecasting & Reporting
Q: How do I interpret sales forecasts or adjust for outliers?
A: Sales forecasts are generated based on historical data. To adjust for outliers, navigate to [Forecast Settings] and use the [Outlier Adjustment] slider. For detailed reports, use the [Custom Reports] tool to filter by period, category, or product.
Q: Can I view historical stock value or forecasts from last month?
A: Yes. Use the [Historical Data] tab in [Reports] to select your desired timeframe and generate a snapshot of stock value or forecasts.
Inventory Management
Q: How do I set or adjust ideal stock levels, weeks of stock, or MOQ?
A: Go to [Product Settings] > [Inventory Rules]. Here, you can set ideal stock, weeks of stock, and minimum order quantities (MOQ) for each product.
Q: How do I perform bulk updates for inventory settings?
A: Use the [Bulk Update] feature in [Inventory Management]. Select the products, choose the attribute to update (e.g., weeks of stock), and apply changes in bulk.
Supplier Management
Q: How do I import or assign suppliers to products?
A: Currently, it is not possible to mass upload Suppliers - it's a feature that is on our roadmap. To create Suppliers, navigate to [Suppliers] > / Create New.
To assign suppliers to products, use the Bulk Edit tool and select the supplier mapping option.
Escalation & Support
Q: How do I escalate an issue to a human support agent?
A: If automated troubleshooting doesn’t resolve your issue, click [Contact Support] in the bottom-right corner of the app. Provide details, and a support agent will follow up via email within 24 hours.
Q: What should I do if I don’t receive a response from support?
A: Check your spam folder. If you still haven’t received a response, reply to your original ticket or use the [Follow-Up] button in the support widget.
General Tips
- Self-Service: Use the in-app [Help Center] for step-by-step guides and video tutorials.
- Feedback: Share your experience or suggest improvements via the [Feedback] button in your account settings.