If you are seeing incorrect product names or prices in Shiptheory for Netlife orders, this is usually caused by the way Netlife handles product identifiers (UUIDs).

Why This Happens


Netlife assigns a UUID (Universally Unique Identifier) to each product when it is created in the background. By default, Shiptheory uses the Netlife product UUID as the SKU. This setting can be found in the Advanced Settings of your Shiptheory Netlife integration.


Shiptheory relies entirely on the selected SKU value to identify and match products when orders are imported.


A UUID should be unique to a single product and never reused. If the same UUID is assigned to multiple products, Shiptheory may interpret different items as the same product.


To avoid this, it is recommended to use the Product String instead. The Product String is based on the product description, giving you more control and helping ensure product names remain unique.


Screenshot of what the Product string looks like in Netlife:

If the same UUID is used for different products with different names or prices:

  • Shiptheory will treat them as the same product because the SKU matches.
  • Product names and prices may appear incorrectly on orders.

Possible Solutions

1. In the Advanced Settings within Shiptheory, you can choose which value is used as the SKU; either Product UUID or Product String. Switching to Product String resolves the issue in most cases, as it prevents products from being grouped together due to duplicated UUIDs.


Best practice: Ensure your Product String values are consistent and unique to avoid future conflicts.


2. If this does not resolve the issue, you can upload your products via CSV and lock the Product Catalogue Settings for Netlife. Locking the Product Catalogue prevents different products from being merged and ensures the correct product details are used for orders, even if incoming SKU values conflict.


More detailed guidance on how to upload a Product the second option, please refer to the Product CSV Upload Page

If you encounter any issues, please feel free to contact our support team. You can call us on 0117 403 4313 (UK) / +1 (629) 666-6726 (US) or reach us online here.