Inventory Issues

Nothing is showing up in inventory

Inventory adds nothing until you complete setup — either Start import or Start empty. Open Inventory and pick one. New orders are added automatically from then on.

If a page shows an error with a Retry rather than an empty list, that is a read that failed, not an inventory with nothing in it — the two are deliberately kept apart so a temporary failure never looks like lost data. Retry in place; your figures are untouched. While a retry is in flight the page keeps showing what it already had.

My on-hand count is too high

Most often a partial delivery counted as complete. When a retailer's emails do not itemize what shipped, an order marked delivered counts all of its units. Check the product's Orders tab against what physically arrived, and record an adjustment for the difference — or wait, as the count corrects itself when the rest of the order arrives.

If units left without being recorded as sold, record the sale — or, if they did not sell, record an adjustment with the appropriate reason.

My on-hand count is negative

You have recorded selling more units than have been delivered. That is expected when pre-selling and resolves when the order arrives. If you are not pre-selling, check the Sales tab for a sale entered with the wrong quantity.

A unit I sold still shows as on hand

Ordara cannot see your marketplace listings — nothing is ever marked sold automatically. Record the sale on the product's Sales tab; until you do, the unit stays on hand indefinitely.

The same product appears twice

The two spellings scored below the matching threshold. Open either product, choose Merge / Split → Merge, and merge it into the other. Orders, sales, and adjustments all move across. The confirmation warns you first, because a merge cannot be cleanly undone.

If the two names differ only by a number — Size 8 and Size 10, Vol 5 and Vol 6 — Ordara kept them apart deliberately, on the assumption that a differing number means a different SKU. Merge them if they really are the same thing.

I cannot delete an email account

If an account's orders are feeding inventory, deleting it would take those order lines — and the inventory products built on them — with it, so Ordara refuses and tells you how many lines are involved.

Deactivate the account instead. That stops it syncing while leaving every order, and therefore every inventory figure, intact. Deleting is only possible after Reset inventory, which is not reversible.

Two different products got grouped together

Two spellings scored close enough to be treated as one product, or a Needs review match was confirmed as the same product by mistake.

Open the product, choose Merge / Split → Split, select the order lines that do not belong, and split them into a new product.

Sales and adjustments stay on the original product, even for the lines you split off. If any belong with the new product, delete them there and record them again — see Managing Inventory.

I want to delete a single product

There is no delete for a single product. Pick whichever of these fits:

• It should not be in inventory at all — a personal purchase, something you no longer track. Use Hide on the product page. It leaves the list, the stat cards, and the CSV export, but keeps all its history and can be restored at any time.
• It is a duplicate of another product. Use Merge / Split → Merge to fold it into the right one.
• You want a clean slate. Reset inventory in the Inventory header's ⋮ menu clears every product, sale, and adjustment, and cannot be undone.

See Managing Inventory and Overview & Setup.

Cost per unit looks wrong

Check the Orders tab for lines with no price. Some retailers' emails do not include a per-item cost, and Ordara will not guess: those units count as inventory but sit outside the average, so the figure you see covers only part of what you bought. Edit the cost on any affected line — enter $0.00 explicitly if the item really was free, since a deliberate zero counts as an answer and a blank does not.

Bear in mind that unit cost excludes shipping and tax, and that order-level discounts are not applied per item. See Accuracy & Limitations.

A product says "No cost basis"

Ordara has no cost left to value that product's units against. Any of its units still priced at that missing cost contribute $0.00 to cost of goods sold, so that much of the Profit column is really just revenue minus fees.

Every order behind it was cancelled, so nothing priced is left to cost its sales against. Sales already frozen at a real cost keep it and are unaffected — this bites the ones never valued.

Editing the cost will not fix this one. Cancelled lines are excluded from the average whatever you set on them, so there is nothing to override back into place. If the orders truly were cancelled and the units truly sold, that product's margin is genuinely unknown, and Ordara keeps saying so rather than showing you a 100% margin.

An email that carried no per-item price is a different state — Missing purchase price, not No cost basis — and that one you can fix on the Orders tab. See Accuracy & Limitations.

A product disappeared

Two possibilities.

It was hidden. Check the Hidden toggle beside the search box on the Inventory page — it appears whenever you have hidden products. Restore it from its row or its product page. See Managing Inventory.

Its orders were cancelled. Cancelled units are excluded from inventory, and a product with no remaining live orders, sales, or adjustments drops out of the list. If you did not cancel it yourself, check the order's status on the Orders page — the retailer may have cancelled it without you noticing.

Cost per unit has an asterisk beside it

Some of that product's purchases are still in Needs review, so they are not in its weighted-average cost — while its unvalued units are priced from that average. The figure is real but incomplete, and can be wrong in either direction.

An asterisk on Cost/Unit but none on Profit means the incomplete cost is not reaching your totals: every transaction was already valued, so clearing the queue may move the cost per unit and will leave the profit alone. It may leave the cost alone too — rejecting the match gives the line its own product rather than folding it into this average.

Resolve the entries from the Needs review banner on the Inventory page. Either answer settles the transactions that were waiting on them; Same product additionally folds the purchase into the average, while Different — make new product takes it elsewhere and leaves the average alone. See Accuracy & Limitations.

Profit & Loss does not match my spreadsheet

Work through these in order:

1. Unsold stock is not an expense here. Buying inventory does not reduce profit until it sells.
2. Revenue is dated by sale date, not payout date.
3. Cost of goods sold uses the cost frozen onto each sale — the product's weighted average at the time that sale was frozen, not what you paid for those particular units. A sale that could not be valued yet has no frozen cost and is priced from today's average until it can be; item 6 is how you spot that.
4. Shipping and tax you paid are not in unit cost unless you added them by overriding line costs.
5. Count correction and personal-use adjustments are excluded from the statement by design. Only damaged, lost or stolen, and other are charged as shrinkage.
6. Check for an amber banner. Either one means some units in the period were valued provisionally, so the figures are not settled yet.

Accuracy & Limitations covers each of these in detail.

New orders are not being added

New orders join inventory on their own as they are parsed — the page refreshes when your orders change, without you navigating away.

If one has not appeared, check Needs review on the Inventory page. Items that matched an existing product only partially wait there and are not counted until you resolve them.