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An issue affecting collection synchronisation in Merchandising Cloud for some Neto and Norce customers. Some collections may be missing, along with associated product pins and links to merchandising rules or promotions. Our Engineering team is investigating the cause and assessing the impact.

**Summary** We identified an issue with Merchandising Cloud collection synchronisation that incorrectly removed some valid collections on Neto and Norce accounts. The behaviour responsible for these removals was stopped on 2 September 2026. Restoration has been completed for the confirmed affected accounts covered by our recovery work. Review of other potentially affected accounts remains ongoing. Shopify integrations were not affected. **What happened** A change to our synchronisation process was intended to remove collections that no longer existed on the connected ecommerce platform. However, some valid collections in Merchandising Cloud are not included in the collection information returned by that platform. The updated process incorrectly treated these collections as deleted and removed them from Merchandising Cloud. This included manually created collections, Neto brand collections and other collections excluded from the platform’s synchronisation response. **Customer impact** Affected accounts may have experienced: * Missing collections in Merchandising Cloud. * Loss of product pins associated with those collections. * Collections becoming detached from merchandising rules or promotions. The merchandising rules and promotions themselves were not deleted, but their links to affected collections were removed. **How we addressed it** Our Engineering team identified the cause on 1 September and reverted the collection-deletion logic on 2 September to prevent further unintended removals. Using available backups and recovery tools, we restored affected manual collections, product pins and relevant links to merchandising rules and promotions for the accounts covered by the completed recovery work. Collections that were already obsolete or no longer active on the source platform were intentionally not restored. We are continuing to review accounts where historical impact has not yet been confirmed. **What we are improving** Our review found that testing did not cover all valid collection types, including manually created collections. We are expanding automated test coverage to include manual collections, brand collections and collections excluded from platform responses. Further planned improvements include strengthening integration review requirements, reviewing backup retention and recovery procedures, and auditing other potentially affected accounts. **Need assistance?** If a collection you were actively using is still missing, or you notice missing product pins or collection links to merchandising rules or promotions, please [contact support here.](https://share.hsforms.com/1PF2VNMWnS2al3GnLh8msNQrp8ms) Include your store name, the affected collection names and approximately when you first noticed the change so our team can investigate. We apologise for the disruption and the additional work this caused affected customers.