Why are my inventory quantities showing incorrectly or stuck in receiving/preparing status?

Last updated: October 23, 2025

Context

Sometimes inventory quantities may appear incorrect in the system, with items showing as "in receiving," "in preparing," or "backordered" status when they shouldn't be. This can happen when:

  • Items are stuck in an old receiving order

  • Units are incorrectly reserved for orders

  • Items are part of an incomplete replenishment

  • System shows inventory in preparing/receiving status but no associated orders exist

Answer

If you notice discrepancies in your inventory quantities, follow these steps to identify and resolve the issue:

  1. First, check if the items are part of any active replenishment orders by reviewing your replenishment list

  2. If no replenishment is found, verify if there are any:

    • Pending receivings

    • Items in preparing status

    • Backordered units

  3. If you find units stuck in any of these statuses but they don't correspond to actual inventory:

    • Document the affected SKUs

    • Note the specific status they're stuck in

    • Contact support to have the stuck units removed from the system

Important: Do not attempt to manually adjust inventory numbers without first identifying where the units are stuck, as this may cause further synchronization issues with connected systems like Shopify.

If you need immediate assistance with stuck inventory, please contact support with the following information:

  • Affected SKU numbers

  • Current status showing in the system

  • Actual physical inventory count

  • Any related order or replenishment numbers