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Hi there,
Our company is selling sporting goods at www.aktyva.com.
The problem faced is that all the products related to a specific Collection are "disappearing" over time. Here is the link to it: https://www.aktyva.com/collections/osaka All the other Collections that are calling products that brand are not showing them either. All the other products from our shop are not affected by this.
The odd thing is that the problem doesn't occur when using a browser in incognito mode... (even on the same device where the issue is appearing on a normal browser)
This dramatically impacts sales obviously 😞
Here is what we have confirmed so far:
We attached a few screenshots showing the issue:
A few questions on our end:
Thank you very much for your help in advance,
The Aktyva Team
Hi, @Aktyva. Thank you for troubleshooting this on your end and sharing all of that context! What you described definitely shouldn't be happening. Typically I would think this is being caused by your cache, but after reading over what you confirmed so far, we would need to investigate this further to understand exactly what's happening. Please contact our support team through the Help Center here so we can help you out. While we can't see any of your account details here over the Shopify Community, if you contact us through the Help Center we can review this with you in more detail.
Erin | Shopify
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Hi,
Could you clearly specify which link has no issue and which one has an issue? The link you shared and the link in the image are different from each other!
Terence
Hi Terence,
Thanks for looking into this.
The products that are "disappearing" are those from the Osaka brand: https://www.aktyva.com/collections/osaka
These products also disappear from other collections where they are cross-listed. Hence the other links we shared. Here is an example: https://www.aktyva.com/collections/padel
Thank you,
The Aktyva Team
The links you sent show '13 products.' As far as I can see, there's no issue of disappearance.
Also, have you tried accessing it from another computer?
As a recommendation, temporarily disable all the apps you use and clear the browser's full cache.
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