Fixing a SKU Mismatch Between Cin7 and WooCommerce
How to resolve a situation where WooCommerce has the wrong SKU for a product, causing Cin7 to auto-create a duplicate product with 0 stock when an order comes in.
Steps to Follow
Identify the mismatched product in Cin7: go to Home → Integrations → Exhibit Central → Catalog to see what is listed.
Open the wrong product in Cin7 and go to the Stock tab to find the associated orders (look for negative available quantity).
For each affected order: open the order → click Undo → click Yes to confirm.
Remove the line item with the wrong SKU from the order. Note the price and quantity before removing.
Add the correct SKU as a new line item with the same quantity and price.
Click Authorize → the client has already paid, so proceed with pick and pack as normal.
Repeat for all affected orders.
Once all orders are moved off the wrong product: open the wrong product → change Status to Deprecated → Save.
Go back to the product list → More Actions → Delete to remove the deprecated product.
Update WooCommerce: find the product and update its SKU to match the correct Cin7 SKU.
Use Cases
A new product was added to Cin7 but the WooCommerce product still had the old or incorrect SKU.
An order came in from WooCommerce and Cin7 auto-created a duplicate product with -2 or 0 quantity.
Cin7 catalog shows a product that is not listed and has a negative available quantity.
Notes
Cin7 is the source of truth for SKUs — SKUs are printed and labeled on physical boxes, so Cin7 should not be changed to match WooCommerce.
When Cin7 receives an order with an unknown SKU, it auto-creates a new product using the WooCommerce SKU with quantity 0. This is by design.
Going forward: whenever new products are added to Cin7, notify the website manager so WooCommerce SKUs can be verified before any orders come in.
To check for mismatches: Catalog page in Cin7 shows what is listed — filter by 'not listed' to find unlisted products.
A product must be deprecated before it can be deleted. You cannot delete a product that still has stock movements.