FAQ

1. How to change a customer’s email address?

A customer’s email address cannot be changed directly within SellStack - neither through the Admin interface nor from the customer’s profile on the storefront. An exception applies when the active sales channel operates in B2C mode: in this case, customers can update their email address through their profile settings.

In B2B mode, however, email addresses are managed exclusively in Dynamics 365. To update a customer’s email address, the corresponding Contact Person record in Dynamics 365 must be modified. This Contact Person record must match the Customer entity in SellStack based on their unique customer code.

1. I can’t change the customer’s email address. What’s wrong?

Ensure that you are updating the correct Contact Person record in Dynamics 365. The Contact Person code in Dynamics must match the Customer code in SellStack; otherwise, the changes will be applied to the wrong customer record.

1. How to delete a customer?

At present, SellStack does not provide an option to manually delete customer records through the Admin interface. If a customer record must be permanently removed, please contact our support team, who will safely handle the deletion and ensure that all related database records are properly cleaned.

1. Why are my lot numbers not visible in the shop?

There are several possible reasons why Lot numbers may not be visible on a product’s detail page.

1. Lot visibility setting

   • Verify that Lot visibility is enabled for the specific product in the Admin interface.

   • Note that the visibility flag itself may be disabled (greyed out) if your subscription plan does not include lot visibility functionality.

2. Missing or disabled Lot numbers

   • Confirm that the product actually has Lot numbers assigned in the Admin interface.

   • Check whether those Lot numbers are enabled.

   • You can manually enable a Lot number if necessary, but ensure that it is active in Dynamics 365 before doing so.

3. Inventory availability

   • Only Lot numbers with available inventory are displayed in the storefront.

   • Compare the total inventory and reserved inventory values for each Lot in the Admin panel to ensure availability.

4. MSO mode location¹ validation

   • If your application operates in MSO mode, the Lot’s location¹ must match the channel’s configuration; otherwise, the Lot will not be visible in the storefront.

By following these checks, you can identify and resolve most issues related to Lot number visibility on product detail pages.

1. How to hide lot numbers from the shop?

Lot visibility is managed at the product level in the Admin interface using the Lot visibility flag. By default, this flag is set to false, which means Lot numbers are hidden on the product detail page until visibility is explicitly enabled.

1. How to enable filters in the shop?

The visibility of Lot attribute filters (e.g., Expiration Date, THC, CBD, Strain Description) in the shop can be managed individually. This is controlled at the Lot attribute level in the Admin interface using the “Show in shop filters” flag. Only attributes with this flag enabled will appear as filters in the storefront.

1. How to enable filters on the product page?

The visibility of Lot attribute filters (e.g., Expiration Date, THC, CBD, Strain Description) on the product detail page can also be configured. This is controlled at two levels:

• Lot attribute level – using the “Show in product filters” flag in the Admin interface.

• Product level – using the “Lot attributes filtering” flag.

While it is possible to enable filtering only for selected products, it is not possible to define different sets of filters for individual products. In other words, all enabled Lot attributes will appear as filters for every product that has Lot attribute filtering enabled.

1. What is Lot Selection in SellStack?

Lot Selection in SellStack allows customers to manually choose and purchase specific Lot numbers directly from the product detail page. Normally, Lot numbers are automatically assigned (in case of FIFO, FEFO, or FAFO Lot allocation methods) when a product is added to the cart. However, with this special Lot allocation method, customers can manually select the desired Lot before completing their purchase. This feature is available only with certain subscription plans that include advanced Lot management functionality.

1. What data is managed by Dynamics 365 vs SellStack Admin?

Most Business, Customer, and Taxon properties are managed directly in Dynamics 365. Additionally, certain Channel and Product properties are also synchronized and maintained from Dynamics 365. These values cannot be edited directly in SellStack, as their corresponding fields are disabled in the interface. However, some properties - such as the Taxon name can be overridden in SellStack using dedicated override fields. All other fields that are not disabled are managed and editable directly within SellStack.

1. My product pricing looks wrong. How to troubleshoot pricing?

Order item prices in SellStack are influenced by several factors, including custom Lot pricing, synchronized Product prices from Dynamics 365, applied promotional discounts, and special Business Price Group rates. For a detailed explanation of how product prices are determined, please refer to the Product Pricing section.

1. My product isn’t showing up in the shop. What’s wrong?

For a product to be visible in the storefront, it must be enabled and assigned to the relevant sales channel. By default, all newly created products in SellStack are disabled, and therefore not displayed in the shop until explicitly activated and linked to a channel. It should also have some available inventory.

1. How to place an order in the shop?

Placing an order in SellStack’s storefront is straightforward, though the process may vary slightly depending on the application setup. In B2B mode, customers must log in to access the shop. In B2C mode, users can make purchases as guests without authentication; however, they are required to verify their age before proceeding.

Products can be quickly added to the cart either from the shop pages or from the product detail pages. However, if a product requires lot selection, customers can only add it to the cart from the product detail page, where they can select the desired lot number.

To finalize an order, customers must complete the checkout process. In B2B mode, customers simply select the business entity on whose behalf they are placing the order. In B2C mode, customers do not select a business and must instead enter their address information manually.

1. How to place an order in the Admin?

Administrators can create orders on behalf of customers directly through the Admin interface using the Order God Mode feature. In this three-step process, administrators must provide customer details, select the appropriate sales channel and business, and specify the order items. See the God mode documentation section for more details.

1. How to check order status?

You can check the status of any order either through the Admin interface or from the customer’s profile under the Order History tab. The order status in SellStack is tracked through four main state types:

• General state – represents the overall progress of the order (e.g., new, confirmed, fulfilled, cancelled).

• Payment state – indicates whether the payment has been made or is still pending (e.g., awaiting payment, paid, refunded).

• Shipping state – reflects the shipment progress (e.g., ready for shipment, shipped, delivered).

• ERP state – shows synchronization progress with the ERP system (e.g., created, updated, failed).

Each state helps administrators and customers understand where the order currently is in the fulfillment process.

1. What are the differences between B2B and B2C implementations?

• Access & sign-in: In B2B, customers must log in to shop. In B2C, users can purchase as guests but must complete age verification.

• Checkout – address step: In B2B, the shopper selects a Business, and the billing address auto-fills from that Business; other address fields are locked. In B2C, there’s no Business selector; the user enters billing (and optional shipping) details. A default Business is attached in the background so the order can sync to Dynamics.

• Checkout – shipping step: Shown by default in B2C. In B2B, it appears only when SmartRoutes Plus is enabled.

• Cart/adding items: The overall cart flow is the same, but B2B requires authentication before purchasing; B2C allows guest checkout after age verification.

• Admin (God Mode) behavior: When the selected channel is B2B, address fields are disabled and taken from the Business; in B2C, admins can edit address fields.

• Order sync workflow: In B2C, the order is synced only after it is paid.

1. What are the differences between MSO and SSO implementations?

• Channel model: SSO uses a single channel that aggregates all Dynamics 365 locations¹. MSO uses one channel per Dynamics location¹.

• Product assignment: In SSO, products from whitelisted locations¹ are imported and assigned to the default channel. In MSO, products are assigned to the channel that matches the item’s location¹. They can also be included in additional channels if configured.

• “Included 365 locations¹” field: In SSO, it acts as a whitelist; only items from those locations¹ are imported. In MSO, it expands a channel’s view so shoppers in one channel can also buy items from the included locations¹ (e.g., REC can include MED).

• Business selection in checkout (MSO nuance): In MSO, the Business dropdown is filtered by location code, so customers only order for Businesses valid in the current channel.

• Lot selection: In MSO, lot numbers are filtered considering the current sales channels and the 365 locations they include.

1. I can’t select a business in the checkout. What’s wrong?

If no business accounts are available in the dropdown menu of the address form during checkout, there are two possible reasons. Either the current customer is not associated with any business account, or the customer is linked only to business accounts whose locations¹ do not match the current sales channel (this applies only when operating in MSO mode).

1. I can’t log in to the shop. What’s wrong?

If you are unable to log in to the shop, please ensure that your customer credentials (email address and password) are entered correctly. Additionally, your customer account must be enabled and verified. Account verification can be completed by following the link provided in the verification email or manually by an administrator through the Admin interface.

1. I’m getting address errors in the checkout after selecting business. What’s wrong?

The selected business is wrongly configured in Dynamics. Please contact your support team to change the address data in Dynamics. The required fields are street, country, city, zip code, and province (if the country is the US or CA).

1. How to customize categories (taxons)?

Taxons can be managed and customized through the Admin interface. For taxons imported from Dynamics, customization options are limited — administrators can modify their names using the Name Override field and upload associated images through the Media section. All other properties for Dynamics-imported taxons are synchronized automatically and cannot be changed manually, ensuring consistency with the source system.

In addition to imported taxons, administrators can create new taxons directly in SellStack. These manually created taxons can be fully customized, including their names, descriptions, images, metadata, and hierarchical positioning. The system clearly distinguishes between imported and manually created taxons, making it easy for administrators to identify which taxons are managed by Dynamics and which are managed locally within SellStack.

Manually created taxons are especially useful for building custom taxon hierarchies that extend or complement the imported taxonomy. For example, administrators can create additional categories, subcategories, or organizational structures that are not defined in Dynamics but are needed for improved navigation, marketing campaigns, or product grouping within the storefront. This flexibility allows SellStack users to maintain a clear, well-structured, and visually enhanced taxonomy tailored to their business needs while preserving data integrity with external systems.

¹ Depending on system configuration, this can refer to a Dynamics 365 Location or a Dynamics 365 Sales Channel.