Workflow: ask the customer for the system five part number, windward unique number, and description of the part in question and make sure it was checked for export to e-commerce on system five(open part in system five and open web tab). Also, get the credentials from the customer's real windward information.
store ID: roscarisawesome
example: http://windardhosting.com/roscarisawesome/wecs.php?store=&action=display&target=xxxxx where xxxxx is the part number if the e-commerce configuration is set to use part numbers or unique number if it is set to unique number (General option number 12 in admin panel)
if the item will not display when clicking its category, try to do a search for it using either part number or description
By default, Child Matrix items are not searchable. If you search for the parent matrix item and see if the options for the child item are available. example, PARENTITEMPART123456 color=red size=small.
This will mean there was a last attempted update but it was not successful. successful exports will move the inventory.zip inside a part_import folder
The most likely reason that an inventory.zip is still in the temp folder is that the credentials for the e-commerce tab in the XML Central export settings is wrong. You will have to change the credentials in the ecommerce tab again to what is indicated in their real windward customer record.
You can test this by using FileZilla to move a dummy inventory.zip file into the temp folder using the credentials which should be saved inside the customer's comments tab. If you can log in to the FTP folder but you cant move files, then it is likely an FTP issue which you can address to I.T. or the service development team.