Troubleshooting

Most problems have a quick fix. Start with the collection’s sort history (open the collection from the Dashboard): it shows when each sort ran, what triggered it, how many products moved and any error.

A collection isn’t being sorted

1. Is it turned on? Check its status on the Dashboard.
2. Is the schedule manual? Collections set to re-sort manually only change when you click Re-sort. See Schedules and real-time sorting.
3. Does your catalog fit your plan? If your store has more products than your plan allows, automatic sorting pauses. See Plans and billing.
4. Did the last sort fail? The sort history shows the error. Common ones are below.
5. Has the app been opened recently? If SmartSort AI lost access to your store, opening it from your Shopify admin reconnects it.

Click Re-sort on the collection to try again right away.

The storefront still shows the old order

• Make sure no option is selected in your theme’s Sort by menu. A shopper’s choice there overrides the collection’s order, and some themes remember it.
• Check the sort history: if the last sort says unchanged, the collection was already in the right order.
• Some themes, apps and CDNs cache collection pages for a few minutes. Reload with the browser cache cleared, or wait a little.
• Check the collection’s sort order in your Shopify admin (Products → Collections → the collection): it should be Manually. If you changed it back to another option, SmartSort AI switches it to manual again at the next sort.

Sold-out products are still near the top

• Turn on Push out-of-stock products to the bottom in Sorting rules — or in the collection’s own settings, if it has its own.
• Products set to Continue selling when out of stock count as in stock by default. Turn off Count “continue selling” products as in stock to push them down too.
• Featured products stay on top even when sold out. Remove them from Featured, or restock them.
• Without real-time re-sorting, products that sold out since the last sort move down at the next scheduled sort.

See New arrivals and out-of-stock products.

Best sellers don’t look right

• Sales sorting counts orders in your lookback period (30 days by default) and can be limited to paid or fulfilled orders. A short window or a strict status filter can make rankings look different from Shopify’s “Best selling”, which uses all-time sales.
• Right after install, SmartSort AI imports the last 60 days of orders in the background. Rankings settle once the first sync finishes.
• Check the collection’s Preview: each product shows why it landed where it did — a tag, a rule or new arrival promotion may be placing it above the best sellers.

Margin or profit sorting puts products last

Those sorts need Cost per item on the product’s variants in Shopify. Products without a cost are placed after the ones that have one. Fill in the costs (you can bulk edit them in Shopify) and re-sort.

Engagement sorting or reports show no data

Most viewed, Best converting and the reports use the storefront pixel.

• Check that the pixel shows as connected in Settings.
• Allow a few days of traffic. Data is only collected after the pixel is connected.
• Shoppers who decline analytics in your cookie banner, or block analytics, aren’t counted.
• Clicks and add-to-carts are counted when the shopper came from a collection page.

See Analytics and the storefront pixel.

“Your plan sorts up to … collections”

Your plan has a limit on how many collections can be turned on at once. Turn off a collection you don’t need sorted, or upgrade in Plans.

“… is part of the … plan”

The setting you tried to save isn’t included in your plan. Upgrade, or remove that setting and save again. See Plans and billing.

“Collection … no longer exists in Shopify”

The collection was deleted in Shopify. SmartSort AI removes it from the list after the next sync; nothing else is needed.

“Shopify is still applying the new order”

Shopify applies large reorders in the background. The order finishes applying on its own; the next sort checks the result. This usually only happens with very large collections.

The product list or collections look out of date

SmartSort AI updates products, inventory and collections from Shopify within a minute of a change, and runs a full check every night. If something still looks wrong, use the button in Settings to sync your store again.

Smart tags haven’t all been added yet

Each smart tagging run changes the tag on up to 400 products. Large changes finish over the next few hourly runs. See Smart tagging.

Still stuck?

Email support with your store’s .myshopify.com address, the collection’s name and what you expected to happen — see the support page.