Appearance
Troubleshooting Searches
If you find that your search results do not match the expected outcome, you may use the following methods to troubleshoot the issue.
These guides are intended to be step-by-step processes to ensure that you have checked every common point of failure; if the problem persists, please contact us, and we will investigate further.
A product is not showing up in a relevant search
To figure out why a product is not showing up in a particular search where it ought to be shown, follow the step-by-step guide below. Each step builds on the previous steps, so make sure you do not skip any of them.
- Step 1: Check that the product exists in MyRelewise, and that it is not disabled.
- Step 2: Check that the search term word/s are available on the product.
- Step 3: Check that the fields containing the search term word/s are correctly indexed. You can find your index with a list of indexed fields here: https://my.relewise.com/search/indexes
- Step 4: Check if there are any filters in your search request that are filtering out the desired product. Ideally, turn off filters and run the request again to see if the problem is a filter or not.
- Step 5: Check if there are any Merchandising rules that cause the product to be filtered out or buried below the rest. Ideally, run the request without any merchandising to see if the problem is due to merchandising or not.
- Step 6: Try adding a synonym on MyRelewise to the search term word/s, that matches with one or more words on the desired product's page. This should alleviate the problem by "forcing" the search to include the product as intended.
A product is showing up out of order
Many things can affect the results of your search, and the order in which those results are displayed. To better understand what affects the results of a search query, consider the following parameters:
- Search Index configuration
- Applied sorting type(s)
- Active synonyms or decompounding rules
- Active merchandising rules
- Weighting on the back of your personalized behavioral tracking
If a product shows up in an unexpected location, you may fruitfully attempt the following to identify the root of the problem:
- Step 1: Repeat your search in an Incognito browser, to eliminate personalized weighting.
- Step 2: Compare the order of the results of your search query with the order of the results on your website. You can find the request in the search live view - you may need to re-submit the search request to make it show up. The order should always correspond 1:1 with what is shown in MyRelewise. If it doesn't, odds are that your implementation is imposing a sorting logic on the results after Relewise have returned them, which defeats the purpose of using Relewise's personalization algorithm.
- Step 3: Check your Merchandising Rules to see if any of them are likely to be targeting the product(s). Boost/bury rules in particular should be investigated thoroughly.
- Step 4: Check your synonyms and decompounding rules for any matches of the search term
- Step 5: Check the Search Index against the datakey with which the product was found. While it it generally inadvisable to change the search index off the basis of a single unintended search result, it may be a clue as to why your product is found out of place.
- Step 6: Locate the Search request in your search live view (you may need to re-submit the search request to make it show up) and inspect it using the Details button on the far right. Here, check the request details for any Sorting information, which may yield information on the sorting type being used to influence the order of the search results.
- Step 7: Contact Relewise if none of the above steps have yielded any useful results.