This page is how to get help with Everstock, the supplier-to-Shopify inventory, pricing, and product sync app built by Normalize. If something isn't syncing the way you expect, start here.
The fastest way to get a useful answer is to email us with a few specifics about your store and the sync run in question. The sections below tell you exactly what to include and how to read what the app is showing you.
Everstock is on the Shopify App Store at https://apps.shopify.com/everstock. If you haven't installed it yet, see the section on getting Everstock at the end.
How to contact support
Email is the way to reach us. Send your request to hello@usenormalize.com.
A short, specific email gets a faster answer than a long one. The next section lists what to put in it.
What to include in a support request
To answer quickly we usually need to find the exact sync run you're asking about. Please include:
- Your shop domain: the myshopify.com address of the store.
- The connection name: the display name you gave the supplier connection.
- The sync run id and its timestamp: open the run in History and copy them from the run detail page.
- What you expected to happen, and what actually happened.
- Any error message the app showed, word for word.
Troubleshooting common situations
Most questions map to one of the situations below. In each case the app has already recorded what happened, so you can usually see the cause before you even email us.
| What you see | What it means | Where to look / what to do |
|---|---|---|
| Items flagged for review (the "For review" count on a run, shown in that run's history and on the connection's Unmatched items page) | A record couldn't be written safely this run. The reason is one of: unmatched (the supplier record had no SKU or barcode to match on), duplicate (two supplier records shared the same key), not stocked at location (the record matched a product that isn't stocked at the location this connection syncs), or not found in supplier feed (a product this connection synced before wasn't in the feed this run). | Open the run in History, or the connection's Unmatched items page. Each review row shows its reason and a short message. Fix the supplier data or your field mapping, stock the product at the connection's location, or add the item to the connection's ignore list, then sync again. |
| A sync run shows Failed | The run couldn't complete. | Open the run in History for the per-record audit trail. It shows the fetched / applied / skipped / for-review / failed counts, the run's recorded errors, and the per-fetch connector diagnostics for that run. |
| Test connection fails | The app couldn't fetch a sample from the supplier's feed: usually a wrong address or file location, a credentials problem, or the feed being down. | The Test connection result includes a message explaining the failure. Check the address or file location and the credentials, then test again. Nothing is written to your store until you save the connection and a sync runs. |
| A job in the dead-letter queue | A sync job exhausted all of its retry attempts. | The failed job's payload and failure reason are kept for troubleshooting. Send us the connection name and the timestamp and we can help inspect it. |
One thing you never have to worry about: A short or broken supplier feed can never zero your inventory. When a feed comes back short, empty, or malformed, the items it doesn't confirm are flagged for review in that run's history. They are never read as zero stock and never written over your quantities.
What to never send us
Never email us your supplier API keys, bearer tokens, or your Shopify access token. We never need them to help you, and there is no reason to put a live credential in a support message.
Everstock encrypts supplier credentials and Shopify tokens at rest (AES-256-GCM) before they are stored, so they never need to travel to us in plain text. If you think a credential may have been exposed, rotate it with the supplier and reconnect the connection in the app.
Privacy and terms
Everstock requests no protected customer data and stores no customer personal information. It syncs product, inventory, pricing, and location data only. The privacy policy sets out exactly what is and isn't collected.
Getting Everstock
Everstock is listed on the Shopify App Store as "Everstock: Supplier Sync". Install it from https://apps.shopify.com/everstock. Every feature is on the Free plan.
Questions before you install? Email us (the address above) with your shop domain and the suppliers you'd want to connect, and we'll follow up. You can also find us at https://sync.usenormalize.com/.