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Troubleshooting Product Availability
Troubleshooting Product Availability

Product availability defines when and how many visitors can book your products.

Lucia Burin Sestakova avatar
Written by Lucia Burin Sestakova
Updated over 2 months ago

Product availability depends on several settings on the product and elsewhere. When faced with missing or incorrect product availability, you may turn to Ventrata’s Availability Debug Tool which provides a quick and easy way to spot issues with product availability.

Alternatively, review your settings in the following sections:

📗 TIP

If you need help setting up your product, read our article How to Set Product Availability.


Availability Debug Tool

  1. In the Ventrata dashboard, go to Products > Availabilities.

    Products - Availabilities

  2. Press the Debug button in the action bar.

    Debug

  3. Select your currency and the source, where the product should show up.

    Currency & Source

  4. Select the booking and travel date, when the product should be available.

    Booking Date & Travel Date

  5. Select your product with availability issues.

  6. Select an option (if applicable).

    Product

  7. Specify any other parameters that help delimit the product (pickup included, tour times, etc.).

    Misc.

  8. Review product availability. You may use these information to determine the root cause of the availability issue.

    Availability Debug

If an issue is not apparent from the Debug tool, continue with the steps below.


Product Page

In the Ventrata dashboard, select your product from Products > Products.

Products - Products

Product Details

  1. On the product page, press the pen and paper icon to access the product detail.

  2. Check that your settings do not prevent the product from booking:

    • the product is for sale on the expected sources

      Available for Sale

    • the product is not exclusively part of a package or combination, whereby it must be booked with another product

      Package Only & Combination Only

    • the product is still within its validity period

      Validity Period

    • the product is not exclusive;

      Exclusive


      📒 NOTE

      If ticked, one booking of the product blocks out the entire product for the particular travel date.

      If ticked, one booking of the product blocks out the entire product for the particular travel date.


    • the ‘Open’ checkbox is ticked

      Capacity

Ticket Details

  1. On the product page, select the Tickets tab.

  2. Press the pen and paper icon to access the ticket details.

    Tickets

  3. Check that ticket settings do not prevent the product from booking:

    • ticket quantity or unit age does not prevent from booking a certain amount of tickets at a time

      Quantity & Age

    • there is no requirement for the unit to be accompanied by a different unit

      Accompanied By (one of)

    • the ticket is available on the required sources

      Sources

Option Details

  1. On the product page, select the Options tab.

  2. Press the pen and paper icon to access the option detail.

  3. Check that option settings do not prevent the product from booking:

    • the option disallows only the expected units, tours and extras

      Disallow Units, Tours, Extras

    • the option is not exclusive

      Exclusive


      📒 NOTE

      If ticked, one booking blocks out the entire product the option is part of for the particular travel date.

      If ticked, one booking blocks out the entire product the option is part of for the particular travel date.


    • the option is within its validity period

      Validity

    • the option is available on the required sources

      Sources

Tours

  1. On the product page, select the Tours tab.

  2. Press the pen and paper icon to access the tour detail.

  3. Check that tour settings do not prevent the product from booking:

    • the tour is still in its validity period or there is no validity period set (tour is always available)

      Validity

    • the tour is available on the required sources

      Sources

General Availability

  1. On the product page, select the General Availability tab.

  2. Toggle the drop-down menus to search for closed availability within a specific

    configuration (tour-weekday, source-month, etc.).

    Toggle Views

  3. Change the availability for a specific combination or press the DELETE ALL button to reset availability for future bookings.

    Delete All


    📒 NOTE

    If you cannot change the individual availabilities, the product is likely part of a package of another product. If that is the case, check the above details also for that product.


📗 TIP

We recommend you keep general availability as clean as possible, i.e. changing availability to only a few combinations. That way, the likelihood of availability issues is far smaller. If you have questions regarding availability, read our article on Availability Management, or reach out to our support specialists or your Customer Success Representative to help you with the setup.


Opening Hours

  1. On the product page, select the Opening Hours tab.

  2. Check that the opening hours cover your tour times (check tour times under the Tours tab).

    Opening Hours

    Tours

Planned Outages

Closures

  1. In the Ventrata dashboard, go to Products > Closures.

    Products - Closures

  2. Check whether your product falls under one of the closure dates in the dashboard.

    Closures

  3. Click on a closure and verify what days and sources the closure applies to.

    Closure Detail

Seasons

  1. In the Ventrata dashboard, go to Products > Seasons.

  2. Check whether your product’s validity is out of any season.

    Seasons

  3. If dates are not an issue, click on a season and verify that the product is listed in one of the seasons.

    Product

Whitelisted or Blacklisted Product

Many of Ventrata’s settings rely on whitelisting and blacklisting. Be sure to also check the following sections to make sure your product is whitelisted or, at minimum, not blacklisted, as appropriate.

Ticket Terminals

  • Locations

Web Checkouts

  • Web Checkout Detail

Resellers

  • Reseller Detail

  • Band Detail

Products

  • Categories

  • Promotions

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