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FAQ: Product Data and Image Upload

Constanze Wiest avatar
Written by Constanze Wiest
Updated over a week ago

Product Data (PD) Upload & Requirements

Why are my articles not online even though I have uploaded the product data file and the images?

To ensure your articles go live on our Content platform and appear with images on other platforms, it's important that the images are provided correctly. If you've already submitted your product data and images, please follow this checklist to make sure everything is set up properly.

✅ Product Data Upload Checklist:

Are the EANs correctly formatted?

Proper EAN formatting is crucial. Incorrect formatting may cause product identification errors or prevent articles from being published.

Steps to check and fix EAN format:

  1. Open your CSV file (e.g. in Excel or another spreadsheet tool).

  2. Find the EAN column.

  3. Check the formatting – EANs should appear as numeric values, without scientific notation (e.g. 8.76E+12) or missing leading zeros.

  4. Format the EANs properly:

    • Select the EAN column.

    • Right-click → Format Cells → choose Text or Number (with zero decimal places).

    • Make sure any leading zeros remain visible and are not removed.

  5. Remove unwanted characters, if any (e.g., spaces, dashes, or accidental prefixes).

  6. Save the file again as CSV, making sure the formatting remains intact.

Is the file encoded correctly?

Encoding determines how characters (like ä or é) are interpreted and displayed. If the encoding is incorrect, special characters may appear as strange symbols or question marks.

It's important that the encoding matches your setup — otherwise, this can cause issues during data upload. For example, if your headers contain special characters and the encoding doesn't support them, our system may not be able to recognize them correctly. This can result in product identification errors or even a complete upload failure.

Before saving and uploading your CSV file to us:

  • Make sure the correct encoding is selected.

  • Double-check that all headers and characters display correctly.

This helps ensure that your data is processed correctly and avoids unnecessary errors during upload.

Is the EAN header named correctly?

The EAN header should match exactly the one you set during onboarding. To ensure it’s correct, it’s helpful to look at previous files you've uploaded successfully or check how your system is set up.

Key things to consider:

  • The header must match in terms of spaces, uppercase/lowercase letters and special characters.

  • Make sure everything is identical to avoid errors during upload.

Is the correct delimiter being used?

We recommend using a comma (,) or semicolon (;) as delimiter, depending on your system's default settings.

To avoid issues:

  • Make sure the delimiter in your file matches the one expected by the system.

  • If you’re unsure, open the file in a text editor to verify.

  • You can also specify the delimiter when exporting from your system.

Other Questions about Product Data

How can I delete already uploaded product data?

To delete uploaded product data, please send a list of EANs to data@fashion.cloud with a request to delete them.

  • Make sure to include the EANs in the list.

  • If you cannot provide the list, please contact us for assistance.

Once we receive the list, we will delete the specified EANs and notify you once it is done.

How can I update already uploaded product data?

To update already uploaded product data, please send us the data for the specific EAN with the updated information. Our system will automatically recognize the change and update the data on the platform.

When will my articles go online?

Once your files have been picked up, it will take up to a few hours for your data to be online.

During peak times, such as the start of a season, it can take longer, but sometimes it may be online much faster. If you uploaded your data a few days ago and it’s still not online, please go over the checklist above and make sure everything has been provided correctly.

Which FTP folders should I use?

Check your onboarding details, but usually:

  • /productData or /data for product data

  • /images or /productImages for images

Image Upload & Requirements

Why are my articles not online even though I have uploaded the product data file and the images?

If your images aren’t showing up, don’t worry — it’s often something simple. To help you resolve the issue quickly, we’ve put together a checklist. Go through the points below to ensure everything is set up correctly, and you may be able to fix the issue without needing support.

✅ Image Upload Checklist:

You upload images on the FTP Server:

Are images uploaded to the correct FTP folder?

Upload them to the folder agreed during onboarding (e.g. /productImages, /images).

Are the image filenames correct?

Filenames must exactly follow the naming standard (case-sensitive, no extra characters).

Are the filenames correctly referenced in the product data?

Ensure image names in your product data file match actual image files — even the smallest mismatch will break the link.

Are the image file formats correct?

Use formats like .jpg, .jpeg, or .png. Avoid unsupported file types or missing file extensions. It is important to use the agreed file endings implemented in our system for your brand to ensure correct processing.


You provide image URLs:

I provided image URLs — why is my article not online on the Content Platform or updated?

  1. Empty link — No image uploaded. Please upload a proper image

  2. Broken link — Ensure the URL points directly to the image (not a folder or page).

  3. Image not updating — Our system may not detect changes to an existing URL.

    • Solution: Add a timestamp parameter, e.g. image.jpg?v=20250415, to force recognition.

If all looks fine and the image still doesn’t appear, contact us, we’ll investigate.

Other Question:

Why can't I find my articles in Reorder?

If an article is not showing up in Reorder, it could be due to one or both of the following reasons:

  1. In Reorder, the slider “Only display articles with stock” is enabled by default. This means that articles without stock will not be shown.

If you want to see all articles, regardless of their stock status:

  • Simply switch OFF the slider “Only display articles with stock”.

This allows you to view both in-stock and out-of-stock articles in Reorder.

  1. The article is missing visibility information

    • We need the visibility information from your data to make the article available in Reorder.

    • If this is missing or set incorrectly, the article won’t appear.

To make sure your article is online in Reorder:

  • ✅ Provide the visibility information in your data.

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