How to trigger a reindex from the support portal

When new products or traits aren’t showing up as expected on your storefront, rebuilding your product index may help.

Check whether you need one first

The product index rebuilds automatically every few hours, so a product that is correct in Salesforce and simply missing from search results or a category listing usually appears without anyone doing anything. Requesting a rebuild is worth doing only if more time than that has already passed.

A product missing from search while its own product page works correctly is the normal signature of waiting for the next rebuild, rather than a fault. The same applies to a new discount: the discounted price is charged in the cart and shown on the product page before it appears on a product card.

Before requesting a rebuild, work through changes not showing on the website, which covers the more common publishing and cache causes.

Prerequisites

You must know your Salesforce Org ID as this must be provided when requesting an index rebuild.

Request an index rebuild

1. Navigate to our Support Portal.
2. Log in via ‘Log in with Salesforce’
3. Click ‘Contact Us’.
4. Enter a short subject and description.
5. Choose Support Actions from the Type dropdown.
6. Choose Trigger Re-Index from the Sub Type dropdown.
7. Provide your Org ID.

8. Click ‘Submit’.

   

   

You will receive an email for the case creation followed by a comment that will indicate if the trigger was successful. The index build will commence almost immediately but may take a few minutes to complete. It could take several hours if you have a large amount of products or price books.

Attempting to trigger a rebuild of the product index again before the first one finishes will result in an email stating the action failed. The first request will continue to complete.

If the trigger is not helping resolve your issue, the cause of your products or traits not appearing may lay elsewhere.