Products

What it does

Products is the list of everything customers can buy in your store, where you can open a product to check its details, edit it, or see which customers are and aren't buying it.

When to use it

Use it to look up a product by name, SKU or barcode, to check what customers see on a product page, and to add or correct a single product. To change many products at once, upload a file instead - see Product imports.

Use Buyers on a product to find customers who have stopped ordering it or never started - for a sales call, a promotion or a range review - and to see who your regular buyers are.

Steps

Find a product

1. Open eCommerce → Products.
2. Type a product name, SKU, brand or barcode into Search products.... Results narrow as you type. Search matches from the start of words, so type the beginning of a name, SKU, brand or barcode rather than a fragment from the middle of one. Type a full SKU, such as ABC123, to list that product first.
3. Select a product title to open it. Use Previous and Next to move through longer lists.

Clear the search box to return to the full list.

Create a product

1. Open eCommerce → Products and select Create Product.
2. In Product Info, enter the SKU (required): up to 50 letters and numbers, with single hyphens or slashes between them, such as ABC-123 or 1234/S - see the SKU format. SKUs are not case-sensitive and are saved as you type them. Then enter the Title, Units, Pack, Brand and Keywords customers should see and search on.
3. In Descriptions, write the Short Description and Description. Use the formatting buttons above the box - hover for Bold, Italic, Bulleted list, Numbered list and Link - and switch to the Preview tab to check the result, then back to Edit.
4. In Images, select Select media under Primary Image to pick a picture from Gallery, or paste an address into Primary Image URL. For more pictures, choose one under Add Additional Image from Media and select Add selected image, or type one address per line into Additional Image URLs.
5. In Pricing, enter Price, Special Price and RRP as plain numbers, without currency symbols or thousands separators.
6. In Promotions, tick Promotion and Special Offer if this product should carry a promotion badge, and leave Purchasable ticked.
7. In Stock and Limits, enter Stock, and set Min Quantity, Max Quantity and Unit Scale if this product needs basket limits or part units.
8. In Barcodes and Compliance, enter one barcode per line under Barcodes, up to 64 characters each. Leave Restricted Types as it is unless you have been asked to set it.
9. Select Create Product.

Leave Stock, Min Quantity, Max Quantity or Unit Scale empty and they are saved as 9999, 0, 0 and 1 respectively.

Edit a product

1. Open eCommerce → Products and select the product title.
2. Select Edit, change the fields you need, then select Save Changes.

See who is and isn't buying a product

1. Open eCommerce → Products and select the product title.
2. Select Buyers.
3. Choose the From and To dates. Both days are included, in your company's time zone. Without a choice, the last 30 days up to today are shown.
4. Read Not buying first: customers who placed no online order for this product between those dates. Buying below lists the customers who did.
5. To work with either list elsewhere, select Export on that list, then Excel (.xlsx) or CSV (.csv).

Select Back to product to return to the product.

What you'll see

The list shows 50 products a page with Thumbnail, Title, SKU, Price, Units, your two promotion columns and Stock, with a count such as Showing 1–50 of 240 products above the table, which reads Showing 1–4 of 4 products matching “cola” once you have searched, repeated below it when there is more than one page. The two promotion columns use the labels set in Store Settings and read Promotion and Special Offer when no labels are set; a tick means that badge is on. Products with no picture show a placeholder thumbnail.

Opening a product shows its Product Info, Short Description, Description and Image Gallery, alongside Pricing, Promotions, Categories, Stock and Limits, Barcodes and Status with the Created and Updated times in your company's time zone. Empty areas read No short description set., No description set., No images available., No categories set. or No barcodes set.

If pictures are already held for a SKU, they are the ones shown in the list thumbnail and the Image Gallery; the addresses you type into Primary Image URL and Additional Image URLs are used when there are none.

Two values on the product page are not edited here:

• VAT Rate and Categories come from your imports. Change them through product imports and Categories.
• How a Stock number is shown to customers depends on Stock Indicators in Store Settings.

On Buyers, a line under the dates confirms the period shown. Each list shows its total in the heading, such as Not buying (521), and 50 customers a page:

• Not buying shows each customer's Customer ID and Name.
• Buying adds Orders (how many orders included this product), Quantity (the total ordered) and Last Order (the most recent of those orders, in your company's time zone).

Both lists are sorted by name and only include customers currently in your store that have a Customer ID. Each Customer ID appears once: if several logins share it, their orders are added together under the name of the login used most recently.

Only orders placed through your online store count. Orders that reach you another way, such as by phone or straight into your back-office system, and baskets that were never checked out, are not included.

Exports contain the same customers as the list you exported, in the same order, with the columns Customer ID and Customer Name, plus Orders, Quantity and Last Order for Buying. The file name includes the list, the SKU and the dates, for example Smith-and-Jones_ProConnect_Not-Buying_ABC123_2026-09-01-to-2026-09-30.xlsx.

Unit Scale controls the smallest amount a customer can buy. Leave it at 1 to sell whole units. If you sell by weight, volume or length, set Units to the measure - KG, for example - and Unit Scale to 0.25 so customers can order in 250 gram steps.

If something goes wrong

• Save failed - A product with this SKU already exists for this store.: the SKU is already in use. Search for it, then edit that product instead of creating a second one.
• Save failed - SKUs can only contain letters, numbers and single hyphens or slashes, such as ABC-123 or 1234/S, up to 50 characters.: remove spaces and other characters such as . or _ from the SKU, and don't start or end it with a hyphen or slash. A product whose SKU was set before this rule can still be edited as long as you leave its SKU unchanged.
• Save failed - Check the form and try again.: a number field contains something other than a plain number. Remove currency symbols, commas, spaces and units from Price, Special Price, RRP, Stock, Min Quantity, Max Quantity, Unit Scale and Units, and make sure Units is a whole number.
• Save failed - We couldn't save this product. Please try again.: nothing was saved. Try again in a moment.
• Save failed - This store product could not be found.: the product is no longer available to edit here. Go back to eCommerce → Products and reopen it from the list.
• Save failed - FTP access is enabled for this store so manual edits are disabled.: your catalogue is sent to us automatically, so this product cannot be changed here. See below.
• FTP enabled: your store receives its catalogue automatically, so some or all fields are locked. See below.
• No products found.: nothing matches your search. Check the spelling, try the SKU or barcode, or clear the search box. If you know the product exists, type the first few characters of its SKU or title rather than a fragment from the middle.
• No eCommerce store linked to this company. or Save failed - No eCommerce store is linked to this company.: this company has no store yet. Contact your onboarding manager.
• A product is missing from the list: products that are not purchasable are hidden here. Restore them with a product import.
• The picture I added isn't showing: pictures already held for that SKU are used ahead of addresses you type in, and a newly added picture can take a while to appear. Check the Image Gallery on the product again shortly, then contact your onboarding manager if it still does not show.
• A customer I know buys this product is under Not buying: check the From and To dates, then whether they ordered through your online store - other orders are not counted. Logins with a different Customer ID appear as a separate customer.
• A customer is missing from both lists: only customers currently in your store with a Customer ID are shown. Check they are listed with one in Customers.
• Every customer bought this product in these dates. or No customers bought this product in these dates.: one list is empty for the chosen dates, so its Export is greyed out. Widen the dates to compare a longer period.
• Save failed - You do not have access to edit this store.: your account cannot change this company. See Users.

When your catalogue is sent to us automatically

If your store receives its catalogue from your back-office system, an FTP enabled badge and banner appear on the product list and on each product, and one of two things applies:

• FTP access is enabled for this store, so only product descriptions can be edited. You can still write the Short Description and Description; every other field is locked and Create Product is unavailable.
• FTP access is enabled for this store, so manual edits are disabled. Contact support to disable FTP before making changes here. Edit and Create Product are greyed out, so no product can be changed here.

The product form shows its own FTP enabled message with the same meaning, worded slightly differently.

This stops your edits being overwritten the next time your catalogue arrives. Make the change in your back-office system, or contact your onboarding manager to discuss it.

Promotion badges

Ticking Promotion or Special Offer on a product turns on the matching badge for customers browsing your store. The wording and appearance of each badge is set once for the whole store, and stock messages are set there too - see Store Settings.

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