My product settings changed or disappeared

What you see

A product's shipping settings in ASM aren't what you set: dimensions, free shipping, a flat rate or a restriction is gone or different. Or Ship alone switched itself on.

Intermediate · Troubleshooting

First: check the Activity Log

The Activity Log records who changed what. Look for:

• "Product SKU: N field(s) changed": someone saved the product on the Products page.
• "Product CSV imported: N added, M updated": a CSV file was uploaded.
• "Full product sync finished": your whole catalog was re-imported.

The time of the entry usually points straight to one of the causes below.

Most likely causes

1. A CSV upload had empty cells

Confirm: the Activity Log shows a CSV import around the time the settings changed. Open the file you uploaded: the product's cell for that setting is empty.

Fix: a column that's in the file with an empty cell clears the setting. Set the values again. Next time, delete every column you don't mean to change before uploading. See Bulk-update products with a CSV file.

2. A CSV upload and a Products page edit overwrote each other

Confirm: you (or a teammate) edited the product on the Products page, then someone uploaded an older CSV file, or the other way round.

Fix: whichever was saved last wins. Download a fresh file with Download Database (CSV) right before you edit, so it includes recent changes.

3. The SKU changed in your store

Confirm: search the Products page for both the old and the new SKU.

Fix: a changed SKU becomes a new product in ASM with empty settings. Set up the new SKU again. The old SKU's row is removed at the next full sync.

4. Your settings come from your store, and the store overwrote them

ASM can be set to take some settings from your store platform on every sync. Each sync then replaces what you set in ASM.

• Shopify product tags. If support switched your store to tags, every product update in Shopify rewrites all its ASM settings from its tags. A missing tag clears the setting. Fix: set the settings as tags. See Shopify: control settings with product tags.
• BigCommerce dimensions. If Grab dimension values from product data is on in Settings → Shipping, every sync copies dimensions from BigCommerce, and clears them for products without width, height and depth there. Fix: set the dimensions in BigCommerce, or switch the setting off. See BigCommerce: take dimensions from product data.
• BigCommerce custom fields. If support set your store to read settings from custom fields, those fields win. Fix: update the custom fields in BigCommerce.
• Turbify. Every publish replaces all product settings with the values in your Turbify store. Fix: change the settings in Turbify, then publish.

5. Ship alone switched itself on

Confirm: the product has Dimensions.

Fix: this is expected. A product with dimensions always ships in its own box, so saving dimensions (on the Products page, by CSV, by tag or from BigCommerce) switches Ship alone on. If the product should be packed with other items, clear its dimensions and switch Ship alone off. See Set dimensions, boxes and "ship alone".

6. The setting is there, but doesn't seem to apply

Confirm: the setting is saved on the Products page, but checkout doesn't reflect it.

Fix: check the details:

• Free shipping needs at least one method in Free shipping methods, and that method must be the one being quoted.
• A Markup longer than 10 characters may have been cut off.
• A flat rate or markup is ignored on a method where the product ships free.

See Free or flat shipping for a product and Add a shipping markup to a product.

Still stuck?

Contact support at support@advancedshippingmanager.com or 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Send us:

• the product's SKU
• which setting changed, what it was and what it is now
• roughly when you noticed, and any CSV file uploaded around then