Troubleshooting Product Availability
Product availability defines when and how many visitors can book your products. That 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:
Product Details
Ticket Details
Option. Details
Tour Details
General Availability
Opening-Hours
Closures
Seasons
Whitelisting and Blacklisting
If you need help setting up your product, read our article How to Set Product Availability.
In the Ventrata dashboard, go to Products > Availabilities.
Press the Debug button in the action bar.
Select your currency and the source, where the product should show up.
Select the booking and travel date, when the product should be available.
Select your product with availability issues.
Select an option (if applicable).
Specify any other parameters that help delimit the product (pickup included, tour times, etc.)
Review product availability. You may use these information to determine the root cause of the availability issue.
If an issue is not apparent from the Debug tool, continue with the steps below.
In the Ventrata dashboard, select your product from Products > Products.
On the product page, press the pen and paper icon to access the product detail.
Check that your settings do not prevent the product from booking:
the product is for sale on the expected sources
the product is not exclusively part of a package or combination, whereby it must be booked with another product
the product is still within its validity period
the product is not exclusive;
If ticked, one booking of the product blocks out the entire product for the particular travel date.
the 'Open' checkbox is ticked
On the product page, select the Tickets tab.
Press the pen and paper icon to access the ticket details.
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
there is no requirement for the unit to be accompanied by a different unit
the ticket is available on the required sources
On the product page, select the Options tab.
Press the pen and paper icon to access the option detail.
Check that option settings do not prevent the product from booking:
the option disallows only the expected units, tours and extras
the option is not exclusive;
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
the option is available on the required sources
On the product page, select the Tours tab.
Press the pen and paper icon to access the tour detail.
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)
the tour is available on the required sources
On the product page, select the General Availability tab.
Toggle the drop-down menus to search for closed availability within a specific configuration (tour-weekday, source-month, etc.).
Change the availability for a specific combination or press the DELETE ALL button to reset availability for future bookings.
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.
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 account manager to help you with the setup.
On the product page, select the Opening Hours tab.
Check that the opening hours cover your tour times (check tour times under the Tours tab).
In the Ventrata dashboard, go to Products > Closures.
Check whether your product falls under one of the closure dates in the dashboard.
Click on a closure and verify what days and sources the closure applies to.
In the Ventrata dashboard, go to Products > Seasons.
Check whether your product's validity is out of any season.
If dates are not an issue, click on a season and verify that the product is listed in one of the seasons.
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
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:
Product Details
Ticket Details
Option. Details
Tour Details
General Availability
Opening-Hours
Closures
Seasons
Whitelisting and Blacklisting
If you need help setting up your product, read our article How to Set Product Availability.
Availability Debug Tool
In the Ventrata dashboard, go to Products > Availabilities.
Press the Debug button in the action bar.
Select your currency and the source, where the product should show up.
Select the booking and travel date, when the product should be available.
Select your product with availability issues.
Select an option (if applicable).
Specify any other parameters that help delimit the product (pickup included, tour times, etc.)
Review product availability. You may use these information to determine the root cause of the availability issue.
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.
Product Details
On the product page, press the pen and paper icon to access the product detail.
Check that your settings do not prevent the product from booking:
the product is for sale on the expected sources
the product is not exclusively part of a package or combination, whereby it must be booked with another product
the product is still within its validity period
the product is not exclusive;
If ticked, one booking of the product blocks out the entire product for the particular travel date.
the 'Open' checkbox is ticked
Ticket Details
On the product page, select the Tickets tab.
Press the pen and paper icon to access the ticket details.
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
there is no requirement for the unit to be accompanied by a different unit
the ticket is available on the required sources
Option Details
On the product page, select the Options tab.
Press the pen and paper icon to access the option detail.
Check that option settings do not prevent the product from booking:
the option disallows only the expected units, tours and extras
the option is not exclusive;
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
the option is available on the required sources
Tour Details
On the product page, select the Tours tab.
Press the pen and paper icon to access the tour detail.
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)
the tour is available on the required sources
General Availability
On the product page, select the General Availability tab.
Toggle the drop-down menus to search for closed availability within a specific configuration (tour-weekday, source-month, etc.).
Change the availability for a specific combination or press the DELETE ALL button to reset availability for future bookings.
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.
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 account manager to help you with the setup.
Opening Hours
On the product page, select the Opening Hours tab.
Check that the opening hours cover your tour times (check tour times under the Tours tab).
Planned Outages
Closures
In the Ventrata dashboard, go to Products > Closures.
Check whether your product falls under one of the closure dates in the dashboard.
Click on a closure and verify what days and sources the closure applies to.
Seasons
In the Ventrata dashboard, go to Products > Seasons.
Check whether your product's validity is out of any season.
If dates are not an issue, click on a season and verify that the product is listed in one of the seasons.
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
NEXT: Availability Management
Updated on: 24/01/2024
Thank you!