You search for a product in your search engine but end up on a page with zero result. There are multiple possibilities that can explain why you can't find a product in you search result. Follow these steps to troubleshoot that issue:
Feeds
The most common one is that the product is not in the last catalog and/or offer feeds that have been downloaded and compiled by Sensefuel. If a product is not in this last import it means that the product does not exist for Sensefuel and will not be displayed in the search results.
- In order to verify the list of imported products (and eventually offers), download the last files used by Sensefuel from the Import Monitoring screen by clicking on the icon
- If you are not using offers : you cannot find the product in the catalog feed you should contact your IT team in charge of generating the feed for Sensefuel, or check with your platform module or feed generating tool (Channable, Channel Pilot, Lengow, Smart Feeds, Beezup, Shopping Feed, etc.)
- If you are using offers : check both files, the product must be present in the catalog feed, as well as in the offer feed for the relevant store codes where it should be searchable.
- If your product is in the catalog feed (and offer feed when using offers). Check the next step.
Exclusion
The product can be excluded from the compilation because you have requested Sensefuel to to configure a filter when loading your feed. The filter is based on the attribute "availability"
- In that case download and open the last feed used by Sensefuel
- Check the attribute "availability" and the value for the product in question
- If the value is out of stock your product has been excluded
If it is not the case check the next step
Rejection
The product can been rejected because it does not comply with the requirements. To verify, download the error report and analyse the errors and products rejected. Note that Sensefuel as a tolerance of 0.5%. If more than 0.5% of products are in error, the feed is rejected and you receive an alert. If there are less than 0.5% of error the feed is compiled but with products rejected. In both case there is a report to identify the rejected products and/or offers.
If it is not the case check the next step
Semantic matching
The product is simply not displayed in the search result because the keyword typed is not present in the searchable attributes configured for this product. If you know this keyword is available in one of your attribute reach out to your Customer Success Manager or to our support to adjust this configuration.
API integration case
If Sensefuel is integrated with our Discovery API, please check with your technical team the API query and verify if the missing product is provided by the API response.
If your are still facing the issued provide these elements to our helpdesk when reaching them to accelerate the analysis.
If you are still facing an issue after following these steps, please contact our helpdesk.