Why am I seeing an "Unrecognized SKU" issue?

What unrecognized SKU issues mean and how to map incoming SKUs to your catalog.

When a synced order contains a SKU that does not exist in the product catalog, the platform creates two things: a stub product so the order can be processed, and an Unrecognized SKU issue so a human can decide what to do with it.

Why this happens

• A new product was added to the store but never added to the platform catalog.
• The store and the platform use different SKU formats (e.g., spaces vs. hyphens, case differences).
• A bundle or kit SKU was sold but only the parent SKU exists, not the components.

Resolving the issue

Open the issue from Issues → Unrecognized SKU. You have two options:

• Map to existing product — point the incoming SKU at a product you already stock. The platform will remember this mapping for all future orders.
• Create new product — promote the stub into a full catalog entry with weight, dimensions, and stock.

Still need help?

If this article did not solve your problem, our team is happy to help. Email us at support@myonlineseller.com or visit our Contact page. Include your account email and any relevant order, invoice, or shipment IDs so we can dig in quickly.