Troubleshooting Product Listing Issues on Rootsy

Having trouble adding, updating, or managing a product on Rootsy?

Whether you're experiencing an image-upload error, incorrect pricing, missing product details, or difficulty saving your listing, this guide explains common issues and how to resolve them.

Rootsy supports both physical and digital products, with listing features that help sellers manage pricing, inventory, images, personalization, and fulfilment information.

1. I Can't Save or Submit My Product Listing

If your product listing isn't saving:

1. Check that all required fields are completed.

2. Confirm that you've selected the correct product type.

3. Review the product name and description.

4. Ensure you've selected an appropriate product category.

5. Verify that pricing and inventory fields contain valid values.

6. Check any required images, shipping information, or customization fields.

7. Review error messages displayed on the form.

8. Try saving the listing again.

If the problem continues, contact Rootsy Customer Support with the exact error message.

2. My Product Images Won't Upload

Rootsy's existing product-upload guidance specifies:

• A maximum of five images per product.

• A maximum file size of 2 MB per image.

If an upload fails:

1. Check the image file size.

2. Confirm that the file meets the accepted format requirements displayed in the form.

3. Make sure the image isn't corrupted.

4. Try uploading one image at a time.

5. Check your internet connection.

6. Refresh the page if your other unsaved information has been recorded.

7. Try an updated browser.

Tip: Reducing file size while maintaining image quality may help resolve upload errors.

3. My Product Images Have a Black Background

Some images, particularly those with transparent backgrounds, may display unexpectedly.

If an uploaded image appears with a black background:

1. Open the original image on your device.

2. Check whether it contains transparent areas.

3. Create a version with a solid background if appropriate.

4. Upload the revised image.

5. Check the product preview.

If the background still displays incorrectly, contact Rootsy Support.

4. My Images Disappeared After Saving

If images are missing from an existing product:

1. Open your Seller Dashboard.

2. Select Product.

3. Locate the affected listing.

4. Open the available editing controls.

5. Check whether the images are attached.

6. Re-upload the images if necessary.

7. Save the listing.

8. Review the customer-facing product page.

If uploads repeatedly disappear, report the issue to Rootsy Support.

5. My Product Price or Discount Is Incorrect

If the displayed product price doesn't match your intended price:

1. Open the affected product for editing.

2. Review the regular selling price.

3. Check the configured discount, if any.

4. Verify that the correct discount type and value are selected.

5. Save the changes.

6. Review the product's public listing.

Rootsy supports seller-controlled discounts. Rootsy does not currently provide marketplace-wide buyer discounts.

Important: Applicable shipping and taxes may increase the buyer's final checkout total.

6. My Stock Quantity Isn't Updating

If your inventory information looks incorrect:

1. Open Seller Dashboard → Product.

2. Locate the affected product.

3. Review the Stock Quantity field.

4. Enter the correct available quantity.

5. Save your changes.

6. Reopen the listing to verify that the updated quantity has been retained.

If the inventory count continues to display incorrectly, contact Rootsy Support.

Sellers should not accept orders for stock they cannot reasonably fulfil.

7. My SKU or GTIN Isn't Being Accepted

Rootsy's product form includes fields for SKU and GTIN information.

SKU: An internal product identifier used for inventory management.

GTIN: A standardized commercial product identifier, where applicable.

If a value isn't accepted:

1. Check for typing mistakes.

2. Review any required format.

3. Remove unintended spaces or invalid characters.

4. Confirm that you're entering the correct identifier.

5. Follow the validation message displayed.

Do not invent a GTIN or enter another product's identifier.

8. My Product Category or Search Tags Aren't Saving

If you're unable to save a category or search tag:

1. Confirm that you've selected an available category.

2. Review the tags entered.

3. Check for duplicate or irrelevant keywords.

4. Complete any required category or tag fields.

5. Save the product again.

Rootsy's product-entry workflow includes three search-tag fields.

Use relevant keywords that accurately describe the product.

9. My Personalization Fields Aren't Working

Rootsy supports product personalization options such as:

• Custom text.

• Dropdown selections.

• Image or logo uploads.

If a customization field isn't working:

1. Open the product's personalization settings.

2. Review the field label.

3. Check the instructions displayed to buyers.

4. Confirm the selected input type.

5. Review whether the field is marked as required.

6. Verify any character limits or dropdown options.

7. Save the product.

8. Test the buyer-facing listing.

If buyers can bypass a field marked as required, report the problem to Rootsy Support.

Important: A field displaying an asterisk (*) does not by itself confirm that required-field validation is functioning correctly.

10. Buyers Can't Upload Personalization Images

If a buyer reports that an image-upload field isn't working:

1. Confirm that the product has an image or file-upload personalization field.

2. Review the field's instructions.

3. Check the permitted file requirements shown to the buyer.

4. Ask the buyer to review any displayed error message.

5. Test the product page using a suitable sample file.

6. Contact Rootsy Support if the upload fails.

Do not ask customers to send sensitive files through unsecured channels.

11. My Shipping Dimensions or Weight Aren't Being Accepted

For physical products, the form includes fields for:

• Height.

• Length.

• Width.

• Weight.

If you're receiving a validation error:

1. Confirm that all required measurements are entered.

2. Use the units displayed in the form.

3. Check that values are positive and entered in the expected format.

4. Remove unintended text or symbols.

5. Save the product again.

Shipping measurements should accurately reflect the shipment, including applicable packaging.

Incorrect information may affect eShipper shipping calculations.

12. My Product's Shipping Charge Looks Incorrect

Rootsy integrates with eShipper to support shipping calculations.

If a shipping amount appears incorrect:

1. Review the product's shipping dimensions.

2. Check the package weight.

3. Confirm the relevant shipping address.

4. Review any free-shipping settings or applicable offers.

5. Compare the displayed amount with the checkout information.

6. Report any continuing discrepancy to Rootsy Support.

Do not assume a carrier rate is incorrect until the package and destination information have been checked.

13. I Can't Create or Deliver a Digital Product

Rootsy supports digital products as well as physical products.

When creating a digital listing:

1. Select Digital Product.

2. Complete the applicable product information.

3. Provide an accurate description of the digital content.

4. Follow the digital-file upload or delivery requirements displayed in your Seller Dashboard.

5. Review the product's return restrictions.

6. Save your listing.

If the digital-file control is missing or a downloadable file cannot be uploaded, contact Rootsy Support rather than substituting a product preview image for the actual digital deliverable.

Important: Digital products don't require physical shipping dimensions or carrier fulfilment.

14. My Product Isn't Appearing on the Marketplace

If you've created a listing but cannot find it on Rootsy:

1. Confirm that the product was successfully saved.

2. Check its status in the Seller Dashboard.

3. Review any pending verification or listing notices.

4. Confirm that the product complies with Rootsy's listing rules.

5. Check that the product is not out of stock or otherwise unavailable.

6. Search for the product using its exact name.

If the product still doesn't appear, contact Rootsy Support.

Product visibility may be affected by applicable account, listing, or marketplace review requirements.

15. I Can't Edit or Delete a Product

If editing or deletion isn't working:

1. Open Seller Dashboard → Product.

2. Locate the affected listing.

3. Select the appropriate available action.

4. Review any confirmation or error message.

5. Check whether the product has existing customer orders.

6. Contact Rootsy Support if you cannot complete the action.

Important: Deleting a product listing does not automatically cancel existing customer orders.

Sellers remain responsible for applicable fulfilment and customer-service obligations.

16. My Product Has Been Restricted or Removed

Rootsy may restrict or remove listings that violate its Seller Terms, Prohibited Products & Acceptable Use Policy, or applicable laws.

If your product has been restricted:

1. Review any notice provided.

2. Check the product's classification and description.

3. Review the relevant marketplace policies.

4. Gather any requested licences, certifications, or documentation.

5. Contact Rootsy Support for clarification.

Do not repeatedly relist a prohibited or restricted product to bypass marketplace controls.

Frequently Asked Questions

Why can't I save my product listing?

A required field may be incomplete, an entered value may be invalid, or a technical error may have occurred.

Review the form and any displayed validation messages.

What is the maximum image upload size?

Rootsy's current product-upload guidance specifies 2 MB per image, with up to five images per product.

Can I edit my product after saving it?

Yes. The Seller Dashboard provides product-management features for editing existing listings.

Why are my personalization fields not required at checkout?

If a field marked as required can be bypassed, this may indicate a validation issue.

Report it to Rootsy Support with the product name and a description of the behaviour.

What should I do if my images disappear?

Reopen the listing, check the attached images, and try uploading them again.

Report repeated failures to Rootsy Support.

Can I sell digital products on Rootsy?

Yes. Rootsy supports digital product listings, subject to the applicable file-delivery and marketplace requirements.

Why is my product not visible to buyers?

Check whether the product has been saved, its current listing status, stock availability, and any account or marketplace restrictions.

Can I change my product's shipping dimensions?

Use the available product-editing controls to update accurate measurements.

What if the displayed selling price is incorrect?

Review the product's pricing and discount settings, save any corrections, and check the public listing.

How do I report a technical problem?

Contact Rootsy Customer Support with your store name, product name or SKU, a description of the issue, and the error message.

Information to Include When Contacting Support

To help our support team investigate, please provide:

• Your registered store name.

• The email address associated with your seller account.

• Product name or SKU.

• The page or section where the problem occurred.

• A description of the issue.

• The exact error message, if available.

• A screenshot showing the problem, with sensitive information removed.

Never share passwords, complete banking details, payment card security codes, or one-time verification codes.

Contact Rootsy Seller Support

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Our support team can help investigate product creation errors, image-upload problems, personalization issues, incorrect pricing, shipping details, and other listing concerns.

Rootsy — Stronger Together, Locally Rooted.