FAQ Error messages

The incorrect cells are highlighted in red. Probably you have:

• Used e characters like '&', '-', '+' or '%' in your MFPN. Please use letters and numbers only.
  
  
• Your EAN is too long or your EAN is not a valid EAN. Please contact support@onetrail.com if you can’t solve this issue.
  
  
• You forget to fill in a required cell/column. A red N/A appears in the product overview.
  
  
• Your short description or long description contains too many characters.
  
  
• You use letters in fields where numbers are required, for example in the columns 'Stock', 'Price' or 'EAN (GTIN)'.
  
  A full overview on all mandatory and optional product data fields can be found in the Product Manager - Product data file guidelines.
  
  

You can face this error when you have multiple buyers and you share product information with these multiple buyers.

Product specific information should always be the same:

• You provide the same SKU, MFPN and descriptions to all your buyers.

Buyer specific information should be buyer specific:

• In the column Buyer (GLN) you fill in the specific GLN for the buyer;
• In the column Price you share the specific price for the buyer.

In this case, you have tried to upload a file with a duplicate SKU.

• Use CTRL + F in your Excel sheet to lookup the SKU's listed.
  
  
• Single buyer: Make sure the SKU is unique in your file. Multi buyer: Make sure that per SKU (for all different buyers) all the information is the same. Except for the price, the price can be different per Buyer.
  
  
• You can delete the duplicate products or change one of the SKU's if its multiple separate products.
  
  
• You can find duplicates in your sheet with the function under 'Conditional Formatting > Highlight Cells Rules > Duplicate Values'.
  
  
• Make sure you select the column SKU, and the duplicate values will be highlighted.
  
  

In this case, the Onetrail database already recognizes this product in the database, but with other product data.
For example, the SKU was mapped to another MPN before. If you have SKU changes, you are likely to face this error.

• If a product is not active anymore you can delete the listed item from your product data file and re-upload the sheet.
• If a product is still an active please contact support@onetrail.com to help you.

This is an error you can face when you use formulas in your data sheet, for example when you have an '=' in your column.

• You can solve this by creating a new data sheet. Copy the workbook using CTRL + A, and only paste the values in your new worksheet.

In this case, you probably used a wrong GLN in the column 'Buyer (GLN)' or there is a setup issue on Onetrail side.

• Please contact support@onetrail.com if you think that the right GLN is in the file.

Something is wrong in your cell formatting.

• You can solve this by creating a new data sheet. Copy the workbook using CTRL + A, and only paste the values in your new worksheet.

Option 1: This error means there is a matching problem with your sheet information and the Onetrail database.

• Please make sure you map all the fields of your template and match the Brands and Classifications to a brand or classification known in the Onetrail database. You can also request a new one. It is available on the bottom of the matching page.

Option 2: This error can appear when you upload information into the portal for multiple buyers.

• Make sure the product information for all buyers is the same, for example the same SKU's, EAN's and descriptions.