Incident - Connection Issue With Kroger

[JustinW]

Hello,

We do apologize for any inconvenience caused. We’ve been informed that some suppliers are currently experiencing technical issues that may be affecting item submission to Kroger. Kroger’s technical team is actively investigating the issue and working toward a resolution. This page will be updated as soon as new information becomes available.

Please post any questions you have below.

[JustinW]

Hello. Errors can be specifically seen around DUNs verification and image processing.

[JustinW]

We’ve been informed by Kroger that there are currently some temporary issues impacting certain functionalities that support the Kroger Item API (KIA) and Vendor Item Portal (VIP)—specifically around DUNS number verification and image processing. Kroger’s team is actively investigating and working toward a resolution.

At this time, the root cause hasn’t been fully identified, but they’re committed to keeping partners informed and minimizing disruption. We’ll share updates as soon as they become available.

[JustinW]

Kroger is currently experiencing a few system-related issues that may impact item submissions and image processing. Their teams are actively investigating and working toward resolution.

At this time, no action is required from your side. Kroger will communicate directly with us regarding any necessary next steps once the issues are fully resolved. We appreciate your patience as Kroger addresses these issues.

[marisolburt]

Is there any update on this Kroger bug?

[Val_P]

Hello marisolburt and thank you for utilizing our customer community.

Kroger did send an update today advising at least some of the issues seem to now be resolved. They are still running some tests to confirm everything is fine and we will know more once we have a definitive update for this. We will keep you and everyone else posted here as soon as possible. Thank you for your time and patience while working through this.

[Val_P]

Kroger implemented an update resulting in the DUNS and images issues being resolved. After additional testing, we are now noticing multiple synchronised messages and sometimes no IMFs received when expected (message choreography issues). This new issue is currently being worked on and we will keep everyone updated here as soon as more information becomes available. We appreciate your patience as Kroger addresses these issues. Thank you.

[carolhunn]

Hi @Val_P - Is there an update on this issue? I have 2 items that I desperately need to get to Kroger. Thank you!

[MCOTTER]

Is this issue with the Kroger API certification queue as well?  I am not getting any responses from items I have submitted to this queue.

[Val_P]

Hi @carolhunn and thank you for the follow-up. We have not had any updates today, we were notified yesterday that some of the existing issues had been resolved (Image and DUNS), but others were coming up (message choreography, IMF numbers).

Hi @MCOTTER . Yes, the Kroger connectivity issue also affects the Kroger API queues unfortunately. Our team is in permanent contact with Kroger and we will post more updates here once we have additional information available.

[marisolburt]

I'm seeing a new error today. Can you let the community know if this is also part of the VIP bug?

00042800466259:CIC999:Item Returned for Review:Consumer items contain specific errors~00042800485892:CIC999:Item Returned for Review:00042800485892 VIP TOP Fill in all required fields. Retry the request. If you need assistance, please contact the Kroger Supplier Engagement Group at 1-844-277-6165, option 1. ~00042800115201:CIC999:Item Returned for Review:00042800115201 VIP FRONT Fill in all required fields. Retry the request. If you need assistance, please contact the Kroger Supplier Engagement Group at 1-844-277-6165, option 1.

[Val_P]

Hello @marisolburt and thank you for continuing the use of the community. Welcome back.

We have not been notified about specific Reivew messages being included in the VIP bug, but images issues are one of the main manifestations of the problems being encountered.

We still recommend following the Kroger product image guidelines - more details and article here Kroger Product Image Requirements.

We noticed some of your products have the same Image Facing which is no longer recommended for Kroger and can lead to Review messages. Kroger also only has up to 6 image slots available and our recommendation is to add up to 6 images only for your Kroger publications. Item Management offers you the option to exclude any retailer from receiving an image and we can help with more details about this if needed.

Once we have more details about the ongoing issue we will communicate the updates here. Thank you.

[ATsatchell]

We are seeing two errors today (see below); please advise back if the errors are related to the issue being experienced as we need to synch the GTINs ASAP. 

1)  GTIN 90070800233604 - DUNS number is The Vendor DUNS number associated with this Ordering Unit is not found in Supplier Hub. Direct Supplier to resolve in SH or to contact SEG: (US) 844-277-6165 or (outside US) 011 513-387-1140

2)  GTIN 20050500229856 - Item is not listed to a production facility in Supplier Hub. Supplier to resolve in SH or to contact SEG: (US) 844-277-6165 or (outside US) 011 513-387-1140.

---

[Val_P]

Hello @ATsatchell and thank you for utilizing our customer community. Welcome back.

1. We were initially told by our Kroger contacts that the DUNS number issue had been solved, after running additional tests we also noticed recurring issues for this as well, unfortunately. Once we have more information and hopefully a fix very soon, we will communicate here to make sure everyone is kept up to date.

2. If you are still encountering issues for Supplier Hub, we recommend contacting Kroger at the provided contact information. We have not been notified of a Supplier Hub issue, so it may be just an item setup inconsistency.

We will also be posting additional updates here once we have more information available from Kroger. Thank you for your patience while working through this.

[pcteam]

Hi @Val_P ,

Similar to MCOTTER, I'm not getting responses to anything I've submitted to the Kroger API queue.

I'm not sure if this related to this issue, or if I've done something wrong during the submission process. Is there a way to know the root of the issue?

Kroger let us know our IMF #s are due August 6th with no exceptions, but if there's an issue here that's causing delays then it would be helpful to have something to show them to perhaps ask for another extension.

Thank you!

[Val_P]

Hi @pcteam, welcome back and thank you for the follow-up.

For specific deadlines, we recommend reaching out to your Kroger Category Manager, explaining the current connectivity issue is affecting item submissions and asking for the next steps. 

After receiving new updates from Kroger, we have also just posted this article to assist with more details about the DUNS verification options availabe: Kroger API - Resolve CIC Messages - DUNS Verification,

For specific items and issues, you can also contact our Tech Support Team (New: Customers Can Create & Manage Tickets in Community) or subscribe to this thread to receive notifications for any updates. Thanks!

[MCOTTER]

Do you know if this issue has been corrected?  Below is the only message I have been receiving for any of the items I have submitted. 

I need to let leadership know if there is an ongoing issue or II will get "synchronized or rejected" updates anytime soon.

 

Original question Is this issue with the Kroger API certification queue as well?  I am not getting any responses from items I have submitted to this queue.

Answer - Hi @MCOTTER . Yes, the Kroger connectivity issue also affects the Kroger API queues unfortunately. Our team is in permanent contact with Kroger and we will post more updates here once we have additional information available.

[pcteam]

@Val_P , Thank you for your response.

Similar to @MCOTTER, the status for all items I've submitted is still just "Sent to Subscriber".

Could you please confirm if the issue with the Kroger API Certification queue is ongoing? Is the connectivity issue preventing us from receiving recipient responses?

Thank you!

[JustinW]

Hello @MCOTTER, thanks for reaching back out in the Community. These errors did not impact items getting into the queue to be QAed, it would have impacted in the final step of sending to Kroger, potentially. I see that we do have items in the queue for your GTIN waiting to be processed.

[JustinW]

Hi @pcteam, thanks for the continued use of the Community. These errors did not impact items getting into the queue to be QAed; it would have impacted in the final step of sending to Kroger, potentially. I can confirm that we have items in the queue for your GLN to be reviewed as part of the QA process.

[MCOTTER]

Do you know what the hold up may be?  I have not seen any responses on the items I have submitted in the last week and Kroger is starting to ask where we are at and what the hold up is.

[blueorange19]

hello any update I have submitted items since last wee also  an now is showing another error:Item is not listed to a production facility in Supplier Hub. Supplier to resolve in SH or to contact SEG (US) 844-277-6165 or (outside US) 011 513-387-1140. 

[Val_P]

@MCOTTER, can you please let us know the GTIN(s) in question so that we may assist further? Thank you.

@blueorange19, for this error we recommend reaching out to Kroger as there seems to be a discrepancy between the item setup and the information they have in their systems. Thank you.

[MCOTTER]

@Val_P 

Here are a few that I have submitted.

10850059625009

00850027609317

00850027609324

10814836022948

00810117960643

10854766008025

10851108007074

[Val_P]

@MCOTTER, thank you for the updates.

Item 10850059625009 has received a Reject message on 19-JUL-2025 at 20:33. You can find the attributes that need to be updated either in the Sync Status Report or in the Recipient Responses (CIC) Report. You will also need to remove the Activity Date filter in the latter and the Last Activity Date Range in the former for the messages to become visible as the item has not been updated within the last 7 days.

00850027609317 was published earlier this week and it does not have an update yet.

00850027609324 is also still awaiting for an update.

10814836022948 was also published earlier this week and has not been reviewed yet

00810117960643 also rejected on July 19th, so it needs to be updated and then Republished as New after all issues from the Review message are taken care of.

10854766008025 was also published and is awaiting to be reviewed.

10851108007074 also published and is awaiting review.

I hope this helps. Thanks.

[MCOTTER]

@Val_P 

I made the corrections to 10850059625009 and republished on 7/21.  Below is the only message I have received.  I made corrections for both items.  The other items that I made corrections for and republished are the same way.  Is there something I am missing here?  

 

 

[ana_neamtu]

Hello, @MCOTTER, and welcome back!

Please make sure that a Republish as New is sent after all changes have been made. Only a Republish will clear a REJECT CIC and send the updates. A regular Publish as New on an item already published as New will be ignored by the system.

Republish is sent from the MENU > PUBLICATIONS > Manage Publications. Instructions are listed in step 7 of the Kroger  API guide as well, at the link below:
https://resources.1worldsync.com/kroger/kroger-item-api-guide/confirm-items

Please don't hesitate to contact us if you have any further questions.

[MCOTTER]

I just want to make sure I am getting the process right so I can republish the rest of the items that I had errors on. 

I republished the item, and the last CIC date message is the same, this should update to rejected or synchronized correct?

[Val_P]

Hello, @MCOTTER, thank you for the follow-up.

Yes, please, after you receive a Reject CIC for any item, you always need to Republish as New from the Publications - Manage Publications screen (steps also explained here Override Rejections via the Republish Functionality in IM) for your retailer(s) to be able to view your most recent item updates and the differences from the initial submissions.

I can confirm 10850059625009 and 00810117960643 were both Republished today and awaiting review. Please note updates from the Kroger API Certification Queue may take some time. Thanks.

[ATsatchell]

@JustinW, please advise back if there is an resolution to the error for GTIN 90070800233604 (The Vendor DUNS number associated with this Ordering Unit is not found in Supplier Hub. Direct Supplier to resolve in SH or to contact SEG: (US) 844-277-6165 or (outside US) 011 513-387-1140.)?

[Val_P]

Hello, @ATsatchell, thank you for the follow up. 

Kroger has confirmed the previous DUNS number issue is now solved. We posted an article yesterday about this here: Resolve CIC Messages - DUNS Verification. If the issue persists, we recommend making sure the information added is correct and, if needed, reaching out to Kroger if you feel the information was added correctly. Thanks

[carolhunn]

Hello,

I am still getting a DUNS number error. The DUNS number I am submitting is the same exact number in Supplier Hub. In fact, it hasn't changed. I called the number listed in the error and they had me send an email to escalate the issue. I cannot get a response back. 

Anything else I can do?? Thanks!

[Val_P]

Hello @carolhunn, thank you for the follow-up and additional information provided. We are sorry to hear the issue persists. As far as we are aware, the Kroger DUNS number issue was considered solved as per the article posted in my previous reply. If it persists, unfortunately we could only suggest to reach out to Kroger for now and escalate, as requested by them, to try and get this sorted out as soon as possible. Thanks.