A product is missing in ASM ("not in our database")
Before you begin
What you see
One or more of these:
- You search on the Products page and get No products match your search.
- The Shipping Estimator shows: Product ID "…" is not in our database.
- A product's rates look like they ignore its settings, or use your default weight.
ASM still quotes rates for a product it doesn't know: it uses your Default product weight value, no dimensions and no product settings. So a missing product usually means wrong rates, not a broken checkout.
Most likely causes
1. You're searching for something ASM doesn't store
Confirm: ASM searches the SKU and the name. On Shopify, each variant is its own product named "Product title - Variant title". Up to 200 results are shown.
Fix: search for part of the SKU, or part of the product or variant name. If you get many results, type more. If the estimator names a product ID, search for that exact ID.
2. Your products haven't finished syncing
Confirm: on your Dashboard, check the step Your products are in ASM. "Products show up here once they sync from your store" means the first import isn't done. On a new install, a large catalog can take a few hours. The Activity Log shows "Full product sync finished" when it's done.
Fix: wait for the import to finish. If only one product is missing, edit and save it in Shopify or BigCommerce: ASM updates a product within moments of a change. If many products are still missing a day after install, contact support and ask for a full product sync.
3. The product has no SKU (BigCommerce)
Confirm: open the product in BigCommerce. Check the product, and each variant, has a SKU.
Fix: BigCommerce products and variants without a SKU are skipped. Add a SKU and save. ASM picks it up within moments.
On Shopify, a variant without a SKU is still imported, with its numeric variant ID as the SKU. Search for that number.
4. The SKU changed
Confirm: compare the SKU in your store with the one in the cart or estimator.
Fix: a new SKU is a new product in ASM, with empty shipping settings. Find the new SKU on the Products page and set it up again. Your settings stay on the old SKU only until the next full sync.
5. The product is archived (Shopify)
Confirm: check the product's status in Shopify.
Fix: archived products aren't imported. Set it to Active or Draft and save.
6. Turbify: the store hasn't been published
Confirm: you added or changed the product after your last publish. The estimator may say Please publish your store with Variables->Update.
Fix: publish your Turbify store. ASM re-imports your products every time you publish. See Get started with ASM on Turbify (Yahoo).
Still stuck?
Contact support at support@advancedshippingmanager.com or 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Send us:
- the product's SKU, and the variant if it has one
- a link to the product in your store
- what you typed in the Products search, or a screenshot of the estimator message