Before you begin
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You can identify whether the affected product is a custom product (created or imported by your team) or a managed feed product (supplied by a manufacturer). This distinction affects how a cost issue is resolved.
Identify the Issue
Incorrect prices fall into three categories. Find the one that matches your situation.
The selling price shown to shoppers is wrong
If the price shoppers see is higher or lower than expected, the issue is almost always in your pricing rules, not the product data.
A product follows the first matching rule in priority order. A higher-priority rule may be overriding the one you expect.
Review the rule's calculation (Base Price, markup, rounding) using Live Preview to see how it applies to the specific product, then adjust as needed.
See How to Set and Manage Product Prices for pricing rules, markup, rounding, and Live Preview. If you use custom imported prices, see How to Import Pricing.
The cost is wrong
The cost is the value the pricing engine uses as the starting point for its calculations. If the cost is wrong, every price calculated from it will be wrong too.
Before reporting an incorrect cost, check your My Feeds page to confirm the cost base and price type assigned to that brand. The cost may be correct for your tier, even if it looks unexpected. See [How to View Your Brands and Price Tiers in My Feeds] (coming soon).
If the cost is genuinely wrong on a managed feed product (supplied by a manufacturer), it cannot be edited at the account level. To correct it:
Record the affected SKU(s).
Note the incorrect cost shown and, if known, the correct value.
Contact our support team with this information. We will work with the supplier to correct the cost at its source.
Custom products: If the affected product is a custom product created or imported by your team, you can edit the cost directly — correct it in the product record or in your source file and re-import. See How to Import Pricing.
The price is correct, but it hasn't updated on the kiosk or website
If you have already corrected the price but the kiosk or website still shows the old value, the change likely hasn't synced.
First, confirm the corrected price displays correctly in the admin portal. Then push the change to the affected surface:
Kiosk: Run a manual device update. See How to Manually Update Devices to Reflect Changes Made in the CAM.
Website: Use Sync to E-Commerce Now to push the change to your connected store. See [How to Sync Changes to Your E-Commerce Store] (coming soon).
Note: Price changes apply automatically on the next scheduled sync. A manual update or sync forces the change immediately.
FAQ
How do I know which price type or cost base I have?
How do I know which price type or cost base I have?
My Feeds page lists each brand available to you along with its price type, warehouse, and other details. This is the fastest way to confirm what cost base your prices are calculated from. See [How to View Your Brands and Price Types in My Feeds] (coming soon).
I confirmed my Price Type in My Feeds, but the cost is still incorrect. What now?
I confirmed my Price Type in My Feeds, but the cost is still incorrect. What now?
If the cost is incorrect on a managed feed product, it can't be edited at the account level. Record the affected SKU(s) and the incorrect cost, then contact our support team. We'll work with the supplier to correct it at the source. For custom products, you can edit the cost yourself; see The cost is wrong above.
Contact Support
For price type questions, managed-feed cost corrections, or any pricing issue you can't resolve on your own, contact our support team:
Email: [email protected]
Phone: 855-408-9966 (Option 2)
Hours: Monday–Friday, 9:00 AM–6:00 PM