LightSpeed FAQ & Troubleshooting
Q: I enabled the Web Orders Module but Lightspeed isn't downloading orders. What's wrong?
Verify that the username and password you entered match exactly what is configured in Lightspeed's Web Commerce settings. Lightspeed initiates the connection — Ecommerce does not push orders. Lightspeed must be configured to poll your webstore URL.
Q: I set up supplier codes but my inventory isn't updating. Why?
Check the following:
- Is the 3PA/Data Warehouse module enabled?
- Are your 3PA credentials (username, password, dealer ID) correct?
- Are your supplier codes correctly mapped to the right catalogs and manufacturers?
- Is today one of the "disabled" days in your Disabled On setting?
- Has enough time passed for the scheduled job to run? The sync runs every 6 hours starting at 1 AM.
Q: How do I know which supplier codes to use?
Check your Lightspeed DMS under your parts supplier/vendor configuration. Each supplier will have a short code assigned to it.
Q: Can I use both On Hand and Available for different suppliers?
No. The Quantity Column setting applies globally to all supplier codes. All parts will use either On Hand or Available, not a mix.
Q: My inventory counts seem wrong after the sync. What happened?
If "Clear Previous Quantities" is disabled, old quantities may linger for parts that are no longer reported by Lightspeed. Enable this setting to ensure each sync starts clean.
Also verify you've selected the correct Quantity Column (On Hand vs. Available) — these can differ significantly in Lightspeed depending on how your dealership manages reservations and work orders.
Q: Will the inventory sync overwrite quantities I've manually entered?
Yes. The Lightspeed inventory sync updates dealer shelf quantities for all matched parts. If you have manual inventory entries for parts that also exist in Lightspeed, the sync will overwrite them.
If "Clear Previous Quantities" is enabled, all previous quantities for matched manufacturers are cleared before the sync applies new values.
Q: How does this interact with the In-Stock Only webstore setting?
The quantities that Lightspeed syncs become your "shelf quantities" in Ecommerce. If you have the In-Stock Only setting enabled:
- Shelf & Distributor Quantities: Products with Lightspeed shelf quantities will show on the webstore
- Shelf Quantities Only: Only products with Lightspeed shelf quantities will show (distributor feed quantities are ignored)
Q: What happens if Lightspeed's API is down during a scheduled sync?
The sync will fail and log the error. It will automatically retry on the next scheduled run (every 6 hours). No inventory data is lost — quantities simply aren't updated until the next successful sync.
Q: Can I sync inventory for Private Label products?
Yes. Create a supplier code entry with the Ecommerce Catalog set to "Private Label" and map it to the appropriate manufacturer. Private Label parts are matched by part number/SKU.
Q: How many orders can be synced at once?
Lightspeed downloads orders in batches of up to 30 at a time. If you have more than 30 pending orders, Lightspeed will make multiple requests to retrieve them all.
Troubleshooting
Orders Not Downloading to Lightspeed
| Check | Resolution |
|---|---|
| Web Orders Module is disabled | Enable it and save |
| Credentials don't match | Verify username/password match Lightspeed's Web Commerce config exactly |
| Lightspeed not configured to poll | Ensure Lightspeed is pointed at your webstore's Lightspeed endpoint URL |
| No outstanding orders | If all orders are already marked as downloaded, there's nothing to send |
Inventory Not Syncing
| Check | Resolution |
|---|---|
| 3PA module is disabled | Enable it and save |
| No supplier codes configured | Add at least one supplier code mapping |
| Credentials are wrong | Verify 3PA username, password, and dealer ID |
| Today is a disabled day | Check the "Disabled On" setting — the sync won't run on selected days |
| Supplier code doesn't match | Ensure the supplier code text matches exactly what's in Lightspeed (case-sensitive) |
| Parts aren't matching | Verify the catalog type and manufacturer/distributor are correct for each supplier code |
| Timing | The sync runs every 6 hours starting at 1 AM. Allow time for the next scheduled run, or use "Queue Inventory Update" for an immediate sync |
Incorrect Quantities on Webstore
| Check | Resolution |
|---|---|
| Wrong quantity column | Verify whether "On Hand" or "Available" matches how your dealership tracks inventory |
| Stale quantities | Enable "Clear Previous Quantities" to ensure each sync starts fresh |
| Parts not in Lightspeed feed | Parts not updated in Lightspeed within the last 365 days are excluded from the sync |
| Webstore not reflecting changes | The In-Stock Only cache updates hourly. Allow up to 1 hour for webstore product visibility to reflect new quantities |