You search for a product in your search engine but end up on a page with zero results. There are several possible reasons why a product may not appear in search results. Follow the steps below to troubleshoot the issue:
1. Feeds
The most common reason is that the product is not included in the latest catalog and/or offer feeds downloaded and compiled by Sensefuel.
If a product is not present in the latest import, it means that it does not exist in Sensefuel and will therefore not be displayed in search results.
To verify the list of imported products (and offers, if applicable), download the latest files used by Sensefuel from the Import Monitoring screen by clicking on the corresponding icon.
- If you are not using offers:
If you cannot find the product in the catalog feed, contact your IT team responsible for generating the feed, or check your feed generation tool (Channable, ChannelPilot, Lengow, Smart Feeds, Beezup, Shopping Feed, etc.). - If you are using offers:
Check both files. The product must be present in:- the catalog feed
- the offer feed (for the relevant store codes where the product should be searchable)
If the product is present in the catalog feed (and offer feed if applicable), proceed to the next step.
2. Exclusion
The product may have been excluded during compilation if a filter based on the "availability" attribute has been configured. This filter has been set up with your Customer Success or during the implementation phase.
To check this:
- Download and open the latest feed used by Sensefuel
- Locate the product in question
- Check the value of the "availability" attribute
- If the value is "out of stock", the product has been excluded
- Otherwise, proceed to the next step
3. Rejection
The product may have been rejected because it does not comply with feed requirements.
To verify this:
- Download the error report
- Analyze the rejected products and associated errors
Important:
Sensefuel allows a tolerance of 0.5% errors:
- If more than 0.5% of products are in error, the entire feed is rejected and an alert is sent
- If less than 0.5%, the feed is compiled but faulty products are excluded
In both cases, a report is available to identify rejected products and/or offers.
If this is not the issue, proceed to the next step.
4. Semantic Matching
The product may not appear because the keyword entered is not present in the searchable attributes configured for that product.
If you know the keyword exists in one of your attributes, contact your Customer Success Manager or support team to adjust the configuration.
5. API Integration Case
If Sensefuel is integrated via the Discovery API:
- Check the API query with your technical team
- Verify whether the missing product is returned in the API response
If the product is not present in the response, it will not be displayed.
Need Further Help?
If you are still experiencing issues after following these steps, please contact our helpdesk.
To speed up the analysis, make sure to provide all relevant information (product ID, queries tested, feeds checked, etc.).