Common Issues

Callouts not appearing

Upgrade the latest search UI package and confirm callouts were displaying correctly in the Merchandising Preview.

Filters not appearing

Review front-end implementation and ensure filters are not being unmounted.

Searching by SKU is not working

Check that the relevance settings include the Product SKU field.

Instant search results are different from search result page

Instant search does not consider boost rules and curations, so it’s expected that instant search will be different to search results. Only relevance powers instant search.

Pagination is slow when filter and sort are used on collection & search pages

Always a front-end implementation issue. Check the Merchandising Preview and confirm that preview is not experiencing the same issue. To resolve, front-end must optimise the page rendering

Large flash sales

Remind merchants to inform us of any upcoming sales. Any large spikes in traffic may impact site performance.

• For large merchants, we may scale/upgrade their instance.

• For small to mid merchants, we simply monitor their site.