Skip to main content

Vehicle Inventory Troubleshooting

Micaela Stoico
Updated

To efficiently investigate and resolve inventory-related issues, the Digital Support team requires specific information when a ticket is submitted. Providing the details outlined below helps reduce troubleshooting time and allows the team to identify the root cause more quickly. 

 

1. Description of the Issue

Explain what's happening in detail. Common examples:

  • Vehicle pricing is incorrect
  • Inventory is not displaying on the website
  • Incentives are missing or inaccurate
  • Vehicle information is incorrect
  • New or updated inventory is not syncing properly

Examples:

  • "The price displayed online does not match the dealership's pricing."
  • "Several vehicles are missing from inventory."
  • "The ‘Customer Cash’ incentive is not appearing for eligible vehicles."

Shape

2. Stock Number or VIN Examples

Include one or more stock numbers or VINs that demonstrate the issue. For vehicles not displaying, provide a stock # or VIN of a vehicle that should appear but does not, and the page where it's expected.

Example:

  • Stock #: T1234567
  • Vehicle should appear on the New Inventory page but is not visible.

Why this is needed:

  • Allows the support team to review specific vehicle records.
  • Helps identify whether the issue is isolated or affecting multiple vehicles.

Shape

3. Incentive Information (if applicable)

For incentive-related issues, provide details about the incentive that is missing or displaying incorrectly.

Required information includes:

  • Incentive name
  • Vehicle(s) affected
  • Description of the issue (missing, incorrect amount, incorrect eligibility, etc.)

Supporting Documentation

To validate incentive eligibility and parameters, include one of the following:

  • Screenshot from the OEM Incentive Tool
  • OEM Incentive Grid
  • Other OEM-provided documentation showing incentive details

The documentation should clearly show the incentive parameters, such as:

  • Eligible models
  • Model years
  • Program dates
  • Customer qualifications
  • Incentive amounts

Example:

  • Incentive: Customer Cash
  • Issue: Incentive not displaying on eligible vehicles
  • Attachment: OEM incentive grid showing qualifying vehicles and rebate requirements

Shape

 

Need Assistance? Contact Group 1 Digital Support

If you require help updating content for your dealership, are experiencing system/login issues or have questions, please submit a Group 1 Digital Support ticket. Our team is dedicated to providing friendly and professional help specifically for dealership personnel.

 

Ticket Submission Checklist (Please ensure the following information is included):

☐ Detailed description of the issue

☐ One or more affected stock numbers or VINs

☐ For missing inventory, a stock number or VIN that should be displaying but is not

☐ For incentive issues, the incentive name and issue details

☐ OEM incentive documentation (screenshot or incentive grid) when applicable

 

🏷️Ticket Category: Website → Inventory Issue 

Related articles