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Troubleshooting The Tasting Experience

Updated on June 14, 2019

If you experience some issues with the Tasting Experience after you've set up your Tasting Experience Add On, we invite you to first double-check a few settings that could resolve your problem.

Once you've executed the initial verification, we invite you to review the list of common issues in case you can find the solution to your problem.

If the common scenarios are of no avail, please contact us with the specific details about your issue so we can assist you efficiently.

Initial Troubleshooting Steps

If the Tasting Experience app seems to not be working as expected, try the following troubleshooting steps to rule out a few common mistakes:

Product(s) not showing

  • visit the product page and ensure the Visible in Tasting tag is enabled
  • ensure you have enough products in stock and that the out of stock tag is disabled
  • check if you enabled or disabled the out of stock product view in the Tasting Experience Add-on
  • verify that the product(s) are not archived
  • try to see if you experience the same problem in a private browser session.

Common Problems and Suggested Solutions

Visibility of Products in the Tasting Experience

Single Product isn't showing in the Tasting Experience

Ensure that you've clicked the Visible In Tasting tag from Products →   Product informationBusiness attributes. To learn more about Business Attributes, please read our Understanding Product Information article, section Business attributes.

Check if the product is archived in your account. You may choose to archive a product after you create a new one (a new vintage for example). Please note that once a product is archived, you will be unable to make changes.

Check if the Out of Stock tag is enabled. You'll find this information under the  Product information tab, in the Business attributes section. When this tag is clicked, it will make your product invisible on the Tasting Experience (if you disabled the Out of Stock option in the Tasting Experience Add-on configuration page).

Composite product not showing on the Tasting Experience

If this happens, take a look at the Composite product section of your composite product page. You need to check the option "This composite product is pre-packed and its content can never change."

Out of Stock Products showing on the Tasting Experience

By default, all products that are out of stock still appear on the Tasting Experience. If you don't want these to be visible to your customer, disable the Visible In Tasting tag on your product as described above and also disable the Out of Stock tag if it's enabled already.

Also, please check if you disabled the Out of Stock option in the Tasting Experience Add-on configuration page:

Orders placed on the TE are coming up as "pick up"

This happens when your customers log in the Tasting Experience as a guest. By default,  orders placed as a guest can only be picked up. Your customers need to create an account and log in this account to select the shipment option for their orders.

Non physical items are showing a "case price"

Under the "Pricing & stock" section of your product page, check that all prices have been updated correctly. The "Case" fields shouldn't contain any prices (you can manually override this if needed).

Tasting Experience not displayed properly 

If you added custom CSS to your Tasting Experience, it will be rendered directly on the Tasting Experience. Please note that Troly will not be able to assist if the CSS you added ‘breaks’ the Tasting Experience page. You may need to remove the CSS for the page to function properly, or revise the CSS that has been entered.

Customers profile and login issues

A customer can not login

If a customer tried to 'sign up' instead of 'log in', Troly will prevent them from creating a new account:

Before you contact us...

In order for us to assist you efficiently or escalate your issue to our Investigation Team, we need to receive the relevant details pertaining to your issue so we can act accordingly.

When you contact us after reviewing the common problems and suggested solutions, please provide the following details (if applicable):

  • the tasting experience page URL
  • a screenshot of the issue
  • product configuration details (showing the product tags for example)
  • tasting experience add-on details
  • CSS added to the Tasting Experience if any

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