Why a product is not showing up
A product exists in the Cockpit but a buyer cannot find it in the shop. Work through these in order; they are sequenced by how often each one is the answer.
| Cause | Where to check | Fix |
|---|---|---|
| 1. Not enabled | The Enabled column in PIM › Products, or the Disabled queue | Switch it on |
| 2. In no category | The product's Categories tab | File it, or fix the rule |
| 3. Not complete or not assigned for that channel | Completeness for the channel; the channel's own setting in Configuration › Channels | Fill the missing attributes, assign the product |
| 4. The index has not caught up | Browse works, search does not | Wait minutes, then check the sync |
| 5. Not visible to that customer | Segment and assortment on the organization | Fix the assortment |
| 6. No price for that customer | The price the buyer resolves | Fix the price list |
1. It is not enabled
Open the product and check the Enabled flag. Completeness and enabled are independent: a product can be 100% complete and switched off.
Two places show you the set at once: the Enabled column in PIM › Products, and the Disabled queue. If a whole import is switched off, the setting Publish new products immediately was off when it ran, which is a good default; enable the products deliberately, per set.
2. It is in no category
A product with no category assignment will not appear in navigation. It may still be reachable by search and by direct URL, which is why this one is confusing: the product "exists" but cannot be browsed to.
Check the Categories tab. If you expected a rule-based category to pick it up, check that the product actually matches the rule; a missing attribute value means it does not. Then check that the rule has run. Saving a rule files nothing on its own; rules run nightly and on Recompute rules, and the category shows when under Last recomputed. A rule can only test values that are the same for every channel and language, so a condition on a localizable attribute is not on offer.
3. It is not complete for that channel
If your storefront is configured to publish only complete products, a product below 100% for that channel will not appear, even at 100% overall. Check completeness for the specific channel, not the summary.
Check the channel itself as well. In Configuration › Channels each channel decides what products with no assignment to it are: Visible (open) or Hidden until assigned (closed). In a closed channel the product has to be assigned before completeness matters at all.
4. The search index has not caught up
Search runs off an index, not directly off the product table. After a large import there is a lag before new products are findable.
Tell the difference: if the product appears when you browse its category but not when you search for it, it is the index. Give it a few minutes; if it persists, see Product is not searchable and Monitor your syncs.
5. It is not visible to that customer
This one is specific to B2B and the one most often missed, because the product is visible to you.
Assortments, segments and customer-specific catalogs can all restrict who sees what. If one customer cannot see a product that everyone else can, the cause is almost always here rather than in the catalog. Check the customer's segment and any assortment restrictions on their organization.
The same applies to punchout catalogs, which are frequently a deliberately restricted subset.
6. There is no price for that customer
A product with no resolvable price is commonly hidden rather than shown priceless. If the product is visible to some customers and not others and step 5 came up clean, check pricing next. See Check which price a buyer sees.
Still nothing
If all six check out, capture these before contacting support. They are the first things anyone will ask for:
- The SKU
- The storefront and language you are looking at
- The customer or customer group affected, if it is not everyone
- Whether it is missing from browse, search, or both
- The product's completeness for that channel
Then contact support.