Troubleshooting POS Integrations

If your point-of-sale (POS) integration isn't behaving as expected — inventory counts not updating, products not linking, or the connection dropping — the cause is usually one of the common issues covered below.

How do inventory count updates work with my POS integration?

If you've turned on the POS Integration's setting to automatically update inventory counts, automated inventory counts only happen when linked products are delivered. They won't trigger for:

• Unlinked products
• Products that were delivered before they were linked

For example, if you received an order yesterday and are only now adding and linking those products to your POS, inventory counts won't update automatically, because the products were already delivered before the link existed. Similarly, if you just set up the integration, products from recent orders will only have inventory counts automatically update if you add or link them to your POS before they're delivered.

For Lightspeed Retail POS (X-Series), we only display the inventory count on Faire. Inventory counts don't automatically update within your Lightspeed system at this time.

Why isn't my inventory count updating?

If your inventory counts aren't updating and you've confirmed your products were linked before delivery, work through these steps:

1. Go to your POS Integration settings and confirm that automatic inventory count updates are turned on.
2. Allow time for the sync to complete. The integration refreshes every 30 minutes. After an order is marked as delivered, allow up to 1 hour for inventory counts to fully reflect in your POS system.
3. Check your location settings. If you use multiple locations in Shopify or Square, automatic inventory count updates are only supported for your single selected location. Verify the correct location is selected in your POS settings.
4. Review recent product changes. If you recently combined or split product variants — for example, merging multiple listings into one multi-variant product — inventory counts may not automatically reconcile. You may need to manually update counts in your POS for restructured products.
5. Try unlinking and relinking. If a specific product's inventory is stuck, go to the Linked tab in your POS Integration, select Unlink on the affected product, then relink it from the Unlinked tab. Inventory will sync automatically on the next delivery of that product.

Why does a product show as "already linked" but isn't syncing?

This typically happens when a product was linked after it was already delivered. In this case, the initial inventory count doesn't automatically sync for that product, because there was no delivery event after the link was created for the sync to trigger from.

To fix this:

1. Go to the Linked tab in your POS Integration.
2. Find the affected product and select Unlink.
3. Go to the Unlinked tab and relink the product.

Inventory counts will automatically sync the next time you receive a delivery of that product. If you need the count updated immediately, you'll need to manually adjust it in your POS system.

How do I avoid creating duplicate products in my POS?

When you add new products to your POS system through the integration, it isn't able to check whether the product already exists in your POS system. If a product already exists in your POS and you add it again using the integration, this creates a duplicate entry.

To prevent duplicates, if you're ordering products that have already been created in your POS system, review the products before adding them through the integration, and use Link to Existing to sync the order to your existing product record instead of creating a new one.

Why does "Link to Existing" return no results?

When you use Link to Existing, the integration searches your POS catalog by product name and stock keeping unit (SKU). If no matches appear, try the following:

• Check SKU formatting. SKUs must match exactly between Faire and your POS, including capitalization, spaces, and special characters. For example, "ABC-001" and "abc-001" are treated as different SKUs.
• Wait for the catalog to fully load. If you have a large number of products in your POS — thousands or more — it may take several minutes for your full catalog to become searchable after connecting or reconnecting. Try again after 5–10 minutes.
• Try searching by product name instead of SKU, or vice versa, to see if one returns results.
• Verify the product exists in your POS. Double-check that the product you're trying to link to hasn't been archived, deleted, or moved to a different location in your POS system.

Why are the "Add to POS" or "Link to Existing" buttons missing?

Try the following:

• Use a desktop browser. Some bulk editing features, including the action buttons in the product list, may not be fully available on mobile devices.
• Clear your browser cache, or try an incognito or private browsing window.
• Check the correct tab. Action buttons appear on the Unlinked tab and when you select Manage on a specific order. The Linked tab shows already-synced products and has different available actions (Unlink, Edit).

Why don't all size or variation options show up in my POS?

We sync each product to your POS as a single item, using the product options exactly as the brand has listed them.

If a product's sizing is listed by the brand as one combined option — for example, a single size labeled as a range like "S/M/L" rather than separate Small, Medium, and Large options — that product will also come through to your POS as one single item. It can't be split into individual sizes after the fact.

Why are barcodes or GTINs missing in my POS?

Barcode and global trade item number (GTIN) data only syncs to your POS if the brand has provided this information in their product listing on Faire. We don't require brands to add barcodes or GTINs, so this data may not be available for all products.

If barcode data is missing for products you've synced:

• Message the brand through Faire messenger to ask if they can provide barcode or GTIN information for their products.
• If barcode data is present for some variants of a product but missing for others, this may be related to how multi-variant products are grouped. Changing your Product configuration setting to Split Variations in your POS settings creates each variant as a separate product entry, which can help ensure each variant's barcode syncs individually.

Even when barcode data syncs successfully, the barcode format must be compatible with your POS scanner hardware. If a barcode syncs but doesn't scan, message the brand through Faire messenger to confirm the barcode type (UPC, EAN, etc.).

How do I reconnect my POS integration?

If you've disconnected your POS and are having trouble reconnecting, or if your integration has stopped working unexpectedly, try the following steps.

General troubleshooting

• Clear your browser cache and cookies, or try using an incognito or private browsing window before attempting to reconnect.
• Make sure you're logged into the correct Faire account and the correct POS account before starting the reconnection process.
• If you see a Relink POS or Reconnect button that doesn't seem to work, refresh the page and select the button again.

Unlinking a product doesn't delete any existing data. The integration maintains a record of your established connections, so your previous product mappings remain saved even after unlinking.

Shopify

1. In Shopify, go to Apps and uninstall the Faire: Buy Wholesale app completely.
2. Reinstall the app from the Shopify App Store.
3. Once installed, select Sign in within the app to return to Faire and complete the connection.
4. After reconnecting, visit your POS Integration settings to verify your preferences (product creation, inventory updates, product status) are configured correctly.

If the Settings or Preferences tab is missing after reinstallation, the setup may not have fully completed. Try disconnecting from Faire (Settings, then Account, then Disconnect), then repeat the steps above.

Clover

1. Log out of your Clover account in a separate browser tab.
2. Return to Faire and select Relink POS, or go to POS Integration and select Connect your POS.
3. Choose Clover and follow the prompts to log in and re-authorize the Faire integration.

Clover integration is only available to retailers in North America.

Lightspeed Retail POS (X-Series)

1. Disconnect from Faire first (Settings, then Account, then Disconnect).
2. In Lightspeed, go to your installed apps and delete the Faire app.
3. Return to Faire, go to POS Integration, and reconnect by following the setup prompts.

Square

1. Disconnect from Faire first (Settings, then Account, then Disconnect).
2. Return to POS Integration and select Connect your POS.
3. Choose Square and follow the prompts to log in and re-authorize.

How does currency conversion work in the POS integration?

If you use a different currency in your POS than the currency an order was placed in, the integration automatically converts prices to your POS currency. The exchange rate used is based on the date the order was placed, so the converted amount you see reflects the rate at that time rather than the rate on the day the product syncs or delivers.