Troubleshooting Magento

All documentation in this document relates to a previous version of the Brightpearl Magento extension which will be deactivated in 2018. If you are using this previous version, please contact us about upgrading.

F
or help with the current extension, please see the Magento section. 


What are you experiencing problems with?

All documentation in this document relates to a previous version of the Brightpearl Magento extension which will be deactivated by September 2017. If you are using this previous version, please contact us about upgrading.

For help with the current extension, please see the Magento section. 

 

Check your store connection

The store connection is fundamental to the integration. If Brightpearl cannot connect to Magento then nothing will work.

Check your Magento Dashboard in Brightpearl for a warning message.

Cannot connect magento

Can you see this message on your Dashboard?

 

 

Your store thinks it is connected. Is there something specific that’s not working?

 

 

Check your store URL

Ensure you have the correct URL for your Magento website in the store setup in Brightpearl.

Check the URL in Brightpearl at  Settings > Brightpearl Apps > Magento  and click to edit your store.

Your store URL is your website address. It’s how people get to your website. The URL of your store will depend on a couple of things:

  • Whether you have launched your Magento website
  • Whether you’ve set a different base URL in your Magento admin panel

You will need to enter the correct URL into the store setup in Brightpearl to open the connection with your Magento account. If your URL is wrong Brightpearl will be looking in the wrong place and won’t connect!

Which URL?

When you first get your Magento account your website URL will be the Magento default:

http://yourstore.com
or
http://storename.gostorego.com
or
http://storename.mygostore.co.uk

You get the idea!

Notice how there is no “www.” in any of those addresses. Before your store is launched and pushed live it won’t have the wwws! So this is how you enter it into the store setup in Brightpearl.

When you launch your store the connection will be lost, because your URL changes to include the www. All you need to do is edit the URL on the store setup in Brightpearl to re-establish the connection.

If you have entered your own URL into the Magento configuration then you’ll need to enter this URL into the setup in Brightpearl. You can find your base URL in Magento at System > Configuration > Web .

Does this resolve your issue?

 

 

Check the Magento Role & User

A Role and User in Magento give Brightpearl the permission to log into and share information with your Magento account. The details of the Role and User are entered into the store setup in Brightpearl. Any problems with the Role and User will mean Brightpearl and Magento will not be connected.

Check the following:

  • Ensure you have set up a Role and User in Magento
  • Ensure the Role provides enough access
  • Ensure you have entered the user name and API key into the store set up in Brightpearl

Adding a Role and User in Magento

First add your Role:

  1. Go to System > Web Services , select  SOAP/XML-RPC-Roles .
  2. Click to add a new role .
  3. Give your Role a name, such as “Brightpearl API”.
  4. Select the Role Resources menu on the left panel to set the Role permissions.
  5. Select “All” in the Resources Access field, this will allow your Brightpearl account to send and receive all the information it needs to.
  6. Save the Role.

Now add a User:

  1. Go to System > Web Services , select  SOAP/XML-RPC-Users .
  2. Click to add a new user .
  3. Enter a user name , such as “brightpearl”; whatever it is keep a note of it, you’ll need to enter it into the Brightpearl setup.
  4. Enter a first and last name , your name, or a made up name, it doesn’t matter.
  5. Enter an email address ; you can use your own email address if you want.
  6. Make up a new API key ; make sure you keep a note of this as you’ll need to enter it into the Brightpearl setup.
  7. Confirm the API key.
  8. Select the User Role menu from the left hand panel.
  9. Select the Role you added above.
  10. Save the user.

2. Check the Role provides enough access

The easiest way to know that you have given enough access is to simply set the Role Resource Access to “All”.

  1. Go to System > Web Services , select  SOAP/XML-RPC-Roles .
  2. Click on the Role to view the details.
  3. Select the Role Resources menu on the left panel to view the Role permissions.
  4. Select “All” in the Resources Access field, this will allow your Brightpearl account to send and receive all the information it needs to.
  5. Save the Role.

Still not connected? Read on…

3. Check the username and API key in the Brightpearl store setup

The username and API key are that of the User created in Magento. You can check your username and set a new API key using the steps above.

Once you have the username and API key, these need to be entered into the store setup in Brightpearl.

  1. In Brightpearl go to Settings > Brightpearl Apps > Magento .
  2. Once in your Magento Dashboard, click to edit the store.
  3. Confirm that the Magento username and API key are the same as what was set for the User in Magento.
  4. Save the store settings.

Does this resolve your issue?

 

 

Check that the Magento user API key is not too complicated

Although the Magento role and user may be correctly set up issues have been known to occur where the API key or password are complicated – containing various characters.

Check the connection when a simple API key / password is used:

  1. In Magento, go to System > Web Services , select  SOAP/XML-RPC-Roles .
  2. Click on the Role to view the details.
  3. Select the Role Resources menu on the left panel to view the Role permissions.
  4. Select “All” in the Resources Access field, this will allow your Brightpearl account to send and receive all the information it needs to.
  5. Save the Role.

Update the API key / password in Brightpearl:

  1. In Brightpearl go to Settings > Brightpearl Apps > Magento .
  2. Once in your Magento Dashboard, click to edit the store.
  3. Confirm that the Magento username and API key are the same as what was set for the User in Magento.
  4. Save the store settings.

Does this resolve your issue?

  1. Yes
  2. No

 

 

Check that WS-I compliance is disabled

This is for Magento Community only.

This alters the API communication mode. To ensure API messages are compatible with Brightpearl the WS-I Compliance must be disabled .

Disable WS-I Compliance in Magento:

  1. In Magento, go to System > Configuration .
  2. Under Services select Magento Core API .
  3. Set WS-I Compliance to “No”.
  4. Save the configuration.

Does this resolve your issue?

 

 

Are you using auto-forwarding?

If you’ve set up any auto-forwarding in your Magento Account you may have mistakenly entered the incorrect URL into the store set up in Brightpearl. Make sure you use the Magento web address.

Auto-forwarding can be set up on your Magento account by logging in at www.magentocommerce.com . Manage your domain settings under My Products and Services.

Your store URL is your website address. It’s how people get to your website. The URL of your store will depend on a couple of things.

You will need to enter the correct URL into the auto-forwarding to ensure you’re redirecting it to the Magento store.

Does this resolve your issue?

 

 

Is Magento SOAP API installed & activated?

The Magento SOAP API allows other systems to call for data from your Magento account, such as customers, categories, products and sales orders. Without SOAP API activated none of this information can be accessed by any other program, including Brightpearl. Essentially, will your Magento account talk to Brightpearl?

To check the Magento SOAP API is activated you will need the SOAP address; this is your Magento URL with a little extra on the end:

For Magento Community add: /store/api/v2_soap?wsdl=1

For example: http://www.mymagentohost.com/api/v2_soap?wsdl=1

For Magento Enterprise add: /index.php/api/v2_soap?wsdl=1

For example: http://www.mymagentohost.com/index.php/api/v2_soap?wsdl=1

  1. Open your web browser.
  2. Enter the SOAP address and hit GO!

If you get a load of HTML code displayed it means it is working. As long as you get some message back, you have API access. If you don’t get a response from this URL, please contact the person that installed your Magento system and ask them to install and enable the SOAP extension.

Does this resolve your issue?

 

 

 

Is your Cache Storage Management fully enabled?

It is recommended to keep your Cache Storage Management both fully enabled and flushed regularly. This will have a significant impact on improving the performance of your website, but can also help Brightpearl to connect to your store successfully.

 

Enable Cache Storage Management:

 

  1. In Magento, go to System > Cache Management
  2. Click Select All
  3. Ensure the Actions drop-down states Enable
  4. Click Submit

Magento cache troubleshooting

Does this resolve your issue?

 

 

Is your Magento account active?

If your Magento account isn’t active then it is unlikely that Brightpearl will think it’s connected.

Try logging into your Magento admin panel. If it doesn’t take you where you expected you’ll need to speak to Magento Support.

Does this resolve your issue?

 

 

Check for redirects

Check for any redirects in place on the Magento website, such as “we’re under construction”. These can also cause Brightpearl API messages to be redirected and prevents Brightpearl from connecting.

Does this resolve your issue?

 

 

Check the IP address

Check the DNS records are up-to-date for the IP address.

Get hold of the IP address for the Magento domain name. Enter this address into the browser address and hit GO.

If the website is displayed then there is no problem.

If a blank page is shown the DNS record may need to be updated.

Does this resolve your issue?

 

 

Check for firewalls

We recommend that you contact your Magento administrator to check whether your Magento store has any firewall restrictions which may be affecting whether Brightpearl and Magento can communicate.

Does this resolve your issue?

 

 

What issue are you experiencing with products/inventory?

 

 

Have you added the products to the Magento channel?

Brightpearl products will not automatically connect to Magento. This process is run manually.

From the Product List in Brightpearl select your products which need to be connected to Magento. Click the Add or remove from channels button then select Manage ecommerce channels .

Choose an action and the Magento store and then click Update selected items .

Does this resolve your issue?

 

 

Is the WSDL cache enabled in Magento?

Enabling the WSDL Cache under Magento’s Core API settings can make a huge difference to the speed at which products connect.

Log in to your Magento account and go to System > Configuration > Services > Magento core API . Enable WSDL Cache under general settings.

Does this resolve your issue?

 

 

Is it all products or just some of them?

 

 

Check the ecommerce channel alerts

The Ecommerce Alerts Report will tell you if there has been a failure or error with the connection to Magento. The error messages should help you identify what the issue is and how to resolve it.

Any errors occurring from the connection to Magento will be highlighted in the notification area in Brightpearl (left-hand side of the screen). Click on the notification icon to view the report.

Does this resolve your issue?

 

 

Check your synchronization options

Brightpearl offers different levels of integration, allowing you to choose how much information is synchronized with Magento. If you have not chosen to synchronize any of the following details then they will not be sent to Magento:

  • Product details (e.g. name, description, options)
  • Product inventory
  • Product pricing

Choose what information you’d like to synchronize with Magento on the store setup in Brightpearl. In order to synchronize product details you will need to ensure all your product reference data is also connected. If you are not synchronizing product details you will be connecting products SKU-to-SKU. Read more

  1. In Brightpearl, go to Settings > Brightpearl Apps > Magento .
  2. Once in your Magento Dashboard, click to edit the store.
  3. Scroll to the bottom of the window and select what details you want to synchronize.
    Note : Changing these settings will require you to perform additional integration steps.
  4. Save the store settings.

If this did not solve the problem, what issue are you experiencing?

 

 

Are you synchronizing product details?

 

 

Check that reference data is connected

If you have chosen to synchronize product details (e.g. name, description, options) using Brightpearl as the master application and creating products in Magento from Brightpearl, you will need to connect up all your reference data:

  • Brands
  • Product types
  • Options
  • Option values
  • Tax codes

In order for Brightpearl to create and manage product details in Magento it needs to know what data to create and change each time something is added or altered. This relies on you telling Brightpearl what the corresponding data is in Magento by connecting it, for example, the color Red in Brightpearl (an option value) = the color Red in Magento (an attribute value). This means that the data must exist in both Brightpearl and Magento so that it can be connected up.

If you are not synchronizing product details then you can connect your products SKU-to-SKU. This means that you do not need to connect any of the reference data, but you must also manage all your products separately in Brightpearl AND Magento (you can still synchronize inventory levels and prices).

You will need to create the following data in Brightpearl and the corresponding data in Magento and then connect them (from Brightpearl):

Brightpearl Magento
Brand Attribute Option
Product Type Attribute Set
Option Attribute
Option Value Attribute Option
Tax code (UK only) Tax rule

Until the brand, product type, tax code and any options and values associated with a product are connected to the corresponding data in Magento your products will not be created or updated in Magento.

Does this resolve your issue?

 

 

Check for duplicated SKUs

Whether you’ve opted for the SKU-to-SKU connection or the advanced product mastering you will not be able to connect products where you have more than one with the same SKU. This might not have been done deliberately, but it’s something worth checking if your product just won’t connect!

In Brightpearl use the quick search to search on the product SKU, if you get more than one result you’ll need to edit the SKUs to ensure they are unique. Magento requires that all products have a unique SKU.

Does this resolve your issue?

 

 

Check that SKUs match

If you’ve opted for the SKU-to-SKU set up then products will only connect if they have a unique SKU and it matches precisely between Brightpearl and Magento.

If your product still says it is connecting, ensure that the SKU in Brightpearl is the same as the SKU in Magento.

Does this resolve your issue?

 

 

Check your product name & description for corrupt characters

Not all characters are supported by Brightpearl or Magento so sometimes they can either prevent a product from connecting completely, or will cause the product to display incorrectly.

If you’ve used characters, symbols or punctuation in the product name and/or description there can be problems with pushing the product from Brightpearl to Magento. This can include the product not being created in Magento at all; resulting in the Brightpearl continuously saying it is connecting. Or it can result in the name and/or description showing incorrectly with odd characters that you didn’t add!

Sometimes these characters can’t be seen in the Brightpearl or Magento description. If you can’t see any, try copying and pasting the html into NotePad, and the review it there. Once you’ve removed any odd characters copy and paste it back into the product description in Brightpearl.

Does this resolve your issue?

 

 

Try re-saving the product record

Sometimes it just needs a kick!

Open your product record in Brightpearl and click to save. This simple act can kick start the push.

Does this resolve your issue?

 

 

Try disconnecting & reconnecting products

Occasionally Magento just doesn’t want to play! Force those products over by disconnecting and reconnecting them. Try one or two…not the whole lot. If it doesn’t work after a few tries contact the Brightpearl Support team.

Disconnecting your product and then re-attempting to connect them will restart the process of pushing your products over to Magento, hopefully with a successful outcome this time.

Does this resolve your issue?

 

 

Check that products are connected

Brightpearl products need to be connected to Magento to synchronize inventory levels, prices, product details and orders.

From the Product List in Brightpearl you can see which products are connected as they will display the quantity and price in the Magento store column. If they are not connected you will see a dash, if they are attempting to connect but haven’t yet, you will see an orange “connecting” label.

Are your products connected?

 

 

Check if you are synchronizing categories

Brightpearl products require at least one category, as do Magento products. These can either; be managed in Brightpearl and synchronized with Magento; or they can be managed separately in each system.

If you are not synchronizing categories you will need to manually add Magento products into a category.

Check whether you are synchronizing categories on the Magento Store setup in Brightpearl, go to Channels > Magento > Dashboard  and click to edit the store.

If you are synchronizing categories:

  • Ensure that your products are in a category that is within those being synchronized.
  • Ensure that you have entered the correct Magento root category ID.

If you are NOT synchronizing categories:

  • Update the product directly in Magento – import update available

Did this solve the issue?

 

 

Check your product name & description for corrupt characters

Not all characters are supported by Brightpearl or Magento so sometimes they can either prevent a product from connecting completely, or will cause the product to display incorrectly.

If you’ve used characters, symbols or punctuation in the product name and/or description there can be problems with pushing the product from Brightpearl to Magento. This can include the product not being created in Magento at all; resulting in the Brightpearl continuously saying it is connecting. Or it can result in the name and/or description showing incorrectly with odd characters that you didn’t add!

Sometimes these characters can’t be seen in the Brightpearl or Magento description. Try copying and pasting the html into NotePad and reviewing it there. Once you’ve removed any odd characters copy and paste it back into the product description in Brightpearl.

Does this resolve your issue?

 

 

Create a configurable product or a grouped product

If you’ve got products with variants they are automatically placed into a product group in Brightpearl, but on Magento they will display as individual simple products and therefore display as separate items on the website. A configurable product is used as a parent to group these simple products.

Create a configurable product, add all the associated products and then make only the configurable product visible on the website.

Grouping products is an alternative to using a configurable product to group variants and display them as one item on your website.

Create a grouped product, add all the associated products and then make only the grouped product visible on the website.

Add a new product in Magento and select the type of “configurable”. Enter all the generic detail of the product group, such as name and price. Next associate the individual variations into the group under Associated Products .

To display only the configurable product on the website all the simple products need to be set to invisible. Go to Catalog > Manage Products , select all the simple products and choose Update Attributes from the Actions dropdown. Change the visibility to “ Not visible individually ”.

Can’t find associated products?

Only products which use the same options (or attributes) as the configurable product can be found in the associated product search. Check that you have used the same as the simple products and that all the simple products have entries in the attribute fields.

Grouped products

Add a new product in Magento and select the type of “grouped”. Enter all the generic detail of the product group, such as name and price. Next associate the individual variations into the group under Associated Products .

To display only the grouped product on the website all the simple products need to be set to invisible. Go to Catalog > Manage Products , select all the simple products and choose Update Attributes from the Actions dropdown. Change the visibility to “ Not visible individually ”.

Did this solve the issue?

 

 

Creating and connecting bundles

Bundles can be created in both Brightpearl and Magento, and are created by adding a new product (the bundle) and associating the individual items within it.

Integrated bundles can be handled in two different ways:

  • Connect only the individual products and create the bundle on Magento
  • Create a bundle in Brightpearl and connect it to a simple product on Magento

WARNING: Never connect a Brightpearl bundle to a Magento bundle!!

Does this resolve your issue?

 

 

Changes made in Magento

Changes made to products in Magento are not updated in Brightpearl. The integration is not designed to work in this way.

If you are synchronizing product details you should always update them in Brightpearl. If you update products in Magento they will be overridden by the details in Brightpearl.

If you are not synchronizing product details you will need to edit the products in BOTH Brightpearl and Magento.

Does this resolve your issue?

 

 

Products are not displaying online

Products must be included in a category on Magento before they will appear online. If you are a Magento Community user you will also need to choose which website to display the item on.

Does this resolve your issue?

 

 

I want to continue selling an out of stock item

To do this you will need to update the product setting in Brightpearl. Select the item from the product list, go to Magento Channels and choose “Make available and continue selling when out of stock” . This will ensure the product can still be purchased on Magento even when the stock level is zero.

Once you’ve set products to “Make available and continue selling when out of stock” on Brightpearl they will continue to be set as “In stock” on the product in Magento.

You must ensure that your products are set to display when they are out of stock on Magento. This is a separate setting on Magento.

  1. Go to System > Configuration .
  2. Under Catalog select Inventory .
  3. In the “Display Out of Stock Products” field, select Yes .
  4. Save your changes.

In Brightpearl you can tell if a product is set to continue selling when it’s out of stock because the price and availability for the channel displayed on the product list is orange (when qty = 0).

Does this resolve your issue?

 

 

Out of stock items are not displaying online

Brightpearl provides two options for connecting products to Brightpearl:

  • Make available and continue selling when out of stock
  • Make available and stop selling when out of stock

These options will ensure that the product can be bought or sold when inventory = zero on Magento, by changing the product setting to “In stock” or “out of stock” as required.

But it is a Magento setting which controls whether out of stock items are visible online.

  1. Log into the Magento Admin panel and go to System > Configuration > Catalog > Inventory .
  2. Under Stock Options select “Yes” to Display Out of Stock Products .

Does this resolve your issue?

 

 

What issues are you experiencing with displaying items online?

  1. Products are not showing at all
  2. Variants are showing individually
  3. Out of stock items aren’t showing
  4. Prices are showing inclusive/exclusive of tax
  5. Displaying different prices for different customers
  6. Offering volume discounts

 

 

Check product categories

Each product in Magento needs to be in at least one category for it to display on your website. If you have chosen not to synchronize Brightpearl categories you will need to manage them separately in Magento. This also means that you will have to set the category of each product directly in Magento before it will display online.

Each product must sit in at least one category, this will specify on which page it will display on your website.

Your Magento categories can be found at Catalog > Categories . Your category structure will need to begin with a “root category” under which all the website categories will sit; these first level categories will become the menu items on your website. If you are synchronizing Brightpearl categories you must manage categories in Brightpearl, otherwise categories can be added, edited and removed directly in Magento.

If you are synchronizing Brightpearl categories your products in Magento will already be in the categories as defined by Brightpearl.

If you are not synchronizing Brightpearl categories your products will be pushed to Magento with no category at all, so you will need to either manually select them on each product record, or use the import to update them in bulk.

Does this resolve your issue?

 

 

 

Check product status, visibility & website settings

If a product is not displaying on your website check the:

  1. Status = enabled
  2. Visibility = catalog, search or both
  3. Websites / store view visibility (multi-store only)

Each of these things can be set per product or in batches.

Status and Visibility

A product needs to be set to enabled and visible for it to display on the website. To change the product status and visibility go to Catalog > Manage Products and open the product record. In the General section change the status to “Enabled” and the visibility to “Catalog”, “Search” or “Catalog, Search” depending on whether you’d like it to display whilst browsing and/or in product searches.

To update products in batches go to Catalog > Manage Products , check each product to be updated, then from the Actions drop-down select Change status or Update Attributes .

Website visibility

If you have more than one website and/or store view per website, you will need to specify on which sites and views you’d like to display your products. When products are first pushed over from Brightpearl they will not be set to display on any website so you must edit these settings for all products; this can be done one-by-one or in batches. To update a single product go to Catalog > Manage Products and open the product record. In the Website section select which websites you’d like the product to display on. To update multiple products at once select the records from Catalog > Manage Products and select Update Attributes from the Actions dropdown.

Does this resolve your issue?

 

 

Check inventory levels & out of stock display setting

If a product is not displaying on your website check whether there are currently any in stock and whether the website and store views in the Magento system configuration are set to actually display out of stock products.

Even though you may have chosen to make your product available but stop selling when it’s out of stock it is likely that you’ll want it to still display on your website. Actually making out of stock products display on the website is a setting found in Magento. You can choose to display out of stock items on a per website and store view basis, or globally (all views).

Does this resolve your issue?

 

 

Reset Search Indexing in Magento

Try resetting your search indexing.

In Magento Community, go to System > Index Management .

Does this resolve your issue?

 

 

 

Connect additional price lists / offer different prices per customer group

Connect Brightpearl price lists to Magento customer groups to allow different groups of people to see different prices.

The main price on a product sent from Brightpearl comes from the price list selected on the sales channel for the Magento store, found in Brightpearl at Settings > Company > Channels .

Does this resolve your issue?

 

 

Add tier prices

Brightpearl uses price breaks to offer volume discounts. These can be synchronized with Magento in the form of tiered pricing. In order to use tiered pricing you will need to connect additional price lists to customer groups.

Price breaks can be added to each price list in Brightpearl in order to offer volume discount. These price breaks upload to the product in Magento to create what are known as tier prices. In order to upload tier prices you will need to have connected Brightpearl price lists to customer groups. Learn about connecting price lists

Does this resolve your issue?

 

 

 

 

Is it all orders of just some of them?

 

 

Check that they are true duplicates

If a customer purchases multiple items using the shopping basket on eBay the items will all download as separate orders in Brightpearl.

If a customer has purchased multiple items they will become separate orders in Brightpearl. Each order will have the same eBay order reference attached. To confirm you can check the order your eBay account.

Does this resolve your issue?

 

 

Check that your prices are set to 4.d.p

If, once on order downloads in to Brightpearl, the prices are slightly different, ensure you have set Brightpearl to use 4 decimal places.

Using 4 decimal places in Brightpearl will ensure the rounding is correct for the line on the order. To switch to 4 decimal places go to Settings > Sales > Sales settings .

Does this solve the problem?

 

 

Check your shipping methods in Magento

Shipping charges need to be set up directly within Magento. When an order downloads into Brightpearl any shipping charge will be added to the order as a free text line item.

Shipping charges are purely controlled by the setup in Magento; Shipping methods in Brightpearl are unrelated. When an order downloads into Brightpearl and includes a shipping charge it is added as an additional free text line item, so the shipping method field is not populated. There is no problem with selecting the Brightpearl shipping method within the order should you wish to do so.

If the shipping method in Magento is set as taxable your Brightpearl default company tax code will be applied on the order.

Does this resolve your issue?

 

 

Check your tax settings in Magento

Brightpearl always sends net prices to Magento, so you will need to use the Magento configuration to specify that prices exclude tax. In Magento, go to System > Configuration , then from the left hand side select Tax > Calculation settings , set Magento Catalog prices to “ Include tax ”.

There’s another setting in the Price Display Settings section which defines what your Magento store actually displays.

Does this resolve your issue?

 

 

Check for unusual characters in the order

Open the order in Magento and look for any unusual characters in the customer details or product details.

If you only see foreign characters that you would expect to download you may need your Magento character set changed to UTF8.

Check that you Magento account is set to UTF8.

Does this resolve the issue?

 

 

Check your character set

If you are still seeing unusual characters downloading on orders and have already set your Magento account to UTF8 you may need your Brightpearl account updated to UTF8.

Contact Brightpearl Support to request that your account is upgraded to UTF8.

Does this resolve your issue?

 

 

Refunding or cancelling

What needs to be done depends on what stage the order has reached. Brightpearl orders which have been shipped or invoiced can’t be canceled or deleted, so will need to be completed and reversed using a sales credit.

There are three scenarios that can be handled in different ways:

  1. Refunds and returns
  2. Cancelation
  3. Deletion

Refunds and returns

This is where a customer has placed and paid for an order, they received the items but have returned them.

You must:

  1. Clone the Brightpearl sales order to a sales credit
  2. Refund the customer (alternatively leave the amount on account as credit)
  3. Deal with any returned goods
  4. (Optional) Update the Magento order status

Cancelling orders

Orders that have not been shipped or invoiced can be canceled rather than having to create a sales credit. Cancelling will release any reserved inventory (allocated) back into on hand, immediately updating your availability on Magento (and other sales channels). Canceled orders will not be listed in your sales reports unless specifically requested using the filters. If you have connected your Brightpearl canceled status to a Magento status it will automatically update Magento too.

Deleting an order

If are going to delete an order in Brightpearl it must be unpaid, unshipped and not invoiced. Before deleting the order in Brightpearl you will also need to cancel the order in Magento, otherwise it will just re-download into Brightpearl!

Does this resolve your issue?

 

 

What issues are you experiencing with tax?

 

 

The wrong tax code is being applied

Tax codes are assigned to order rows using the Brightpearl integration rules.

Only the tax amount is provided by Magento.

UK

The product tax code is always assigned.

If the sale is for an EU customer the tax codes will need manually updating to T4.

The T9 Not rated tax code is always assigned to miscellaneous lines items.

If Magento is set to charge tax on shipping then the Brightpearl company default tax code is assigned. If tax is not applicable for shipping then the T9 Not rated tax code is assigned.

US

Where the Brightpearl product is set to taxable the Brightpearl company default tax code is assigned.

If the product is set to not taxable then the “– Not rated” code is assigned.

If Magento provides a tax value against a shipping line then the Brightpearl company default tax code is applied. If no tax value is given then the “– Not rated” code is assigned.

Tax codes can be manually changed on the order rows in Brightpearl.

 

What issues are you experiencing with shipping?

 

 

Shipping from multiple warehouses

You need to use advanced or split fulfillment in order to ship an order from multiple warehouses in Brightpearl. Advanced fulfillment needs to be switched on.

It is possible to synchronize the on-hand inventory level of a single warehouse or the combined inventory level of multiple warehouses in Brightpearl with your Magento channel. However, you must always choose a single warehouse which will be used on downloaded orders, since an order can only ever be assigned to a single warehouse. In order to actually ship the items from separate warehouses you will need to use advanced or split fulfillment.

Switch on advanced/split fulfillment in Brightpearl at Settings > Products/Inventory > Inventory settings .

Does this resolve your issue?

 

 

Shipment updates are not showing on Magento

When a goods-out note is shipped in Brightpearl a shipment will be marked against the order in Magento. The order status will only be updated if you have connected your Brightpearl Sales Order statuses to Magento Order Statuses.

Note that tracking references are not currently uploaded to Magento from Brightpearl.

Does this resolve your issue?

 

 

What issues are you experiencing with customers?

 

 

Connect the order status

If you’re seeing unexpected status changes occurring in Magento, or you expected the status to change in Magento and it didn’t, check that your Brightpearl Order Statuses are connected to a relevant Magento Order Status.

When an order is shipped in Brightpearl it will automatically record a shipment against the order in Magento. Only if you have connected Brightpearl Order Statuses to Magento Order Statuses will you see the status automatically change in Magento. Connecting orders statuses is an optional part of the Brightpearl to Magento integration.

Both Brightpearl and Magento provide the ability to create customized order statuses for your sales workflow. You can then choose which Brightpearl statuses to connect to each Magento status; some may not be connected at all. As soon as the Brightpearl order hits a status which is connected, the order status will also be updated in Magento.

Magento order statuses are created at  System > Order Statuses . You will need to make a note of the  Status Code  to connect it to Brightpearl.

You can view, create and connect your statuses in Brightpearl at  Settings > Sales > Sales statuses .

To connect a status:

  1. In Brightpearl go to  Settings > Sales > Sales statuses .
  2. Click the  Connect  link next to the status you want to link to Magento.
  3. Select the Magento store you wish to connect it to.
  4. Type the  Magento Status Code  you want to connect it to (found on the order status in Magento).
  5. Click  Connect  to finish.

Note that a single Magento Order Status can be connected to multiple Brightpearl Order Statuses.

Does this resolve your issue?

 

 

What kind of problems are you experiencing with payments?

 

 

Payments aren't downloading

Are you getting an ecommerce alert which says, "Unable to create a Sales Receipt against Brightpearl Sales Order XXXXXXXX as Invalid Bank Account Supplied (ACCC-045)?

If so, ensure that you have chosen a bank account for PayPal payments at Settings > Brightpearl Apps > PayPal . If no code is selected it is not possible to create sales receipts for PayPal payments.

Does this resolve your issue?

 

 

Check the Magento payment method

Payments are taken through Magento, not Brightpearl. So it relies on the payment method being integrated successfully with Magento. Where a payment method is activated you will see payments arriving in your account.

For the payments to download to Brightpearl, ensure the payment method is set to “authorize & capture”.

Payments can download into Brightpearl at the same time as an order. It is therefore important that the payment is taken at the same time as the order. An order downloads as soon as the customer has completed the checkout process so a payment taken at a later date will not download at all.

Magento offers the option to authorize a payment or to authorized and capture a payment. If the payment method is set to only authorize the payment the customer will provide their payment details, but the money will not be taken until the order is marked as shipped. This delayed payment will not download into Brightpearl, so it is important that the payment method is set to authorize and capture so that the payment is taken immediately.

If you have just changed the payment method from “Authorize only” to “Authorize & Capture” only future payments will download. You will need to manually enter the payments for any orders already downloaded once the payment has been received.

Does this resolve your issue?

 

 

Check for part payments/deposits

Only full payment against an order will download into Brightpearl Check if the order was only part paid or the customer paid a deposit.

If this is the case, the deposit and any additional or final payments will have to be manually entered into Brightpearl.

To see how much was paid against the order you will need to view it in Magento, at Sales > Orders . Open the order to see the total and paid amounts displayed.

If the order was part paid the payment and any future payments will have to be manually entered into Brightpearl against the order. The payment details will need to be taken from the payment merchant.

If the order was paid in full but the payment didn’t download to Brightpearl ensure that you checked steps 1 and 2.

Does this resolve your issue?

 

 

What problems are you experiencing with categories?

  1. Categories are not being created/updated in Magento
  2. Categories are not being selected on uploaded products
  3. Categories are duplicating in Magento
  4. Deleting categories

 

 

Switch off category syncing

If you’re experiencing problems with synchronizing categories try deactivating the category sync and managing categories separately in Brightpearl and Magento.

To deactivate category synchronizing change your store settings in Brightpearl. Go to Settings > Brightpearl Apps > Magento , click to edit your store and set the Brightpearl categories to sync with Magento to “Don’t sync categories”.

You will need to manage categories separately in Brightpearl and Magento. Each time a new product is added into Magento you will need to manually select the category.

Does this resolve your issue?

 

 

Help with deleting categories

You need to be careful with deleting categories only if you are synchronizing your categories. Once a category is deleted it cannot be reconnected. A better idea is to mark the Magento category as disabled and rename the Brightpearl category to include “DO NOT USE”.

It is possible to cancel categories as long as no products are within the category.

If a Magento category is deleted the Brightpearl category will not be removed. Furthermore, it is not possible to re-create the category in Magento and connect it to Brightpearl. If the category needs to be recreated you will need to add a new category in Brightpearl. This new category will be uploaded to Magento and continue to synchronize. If there are any products in the old Brightpearl category they should be moved to the new category. Once this is done the old one can be deleted.

If a category is deleted in Brightpearl it will not be removed from Magento. It will need to be deleted in Magento manually. If the category was deleted in Brightpearl by mistake, re-adding it will cause an additional category to upload to Magento. However, a Brightpearl category can only be deleted if no products are assigned to it, and this should also be reflected in Magento.

Does this resolve your issue?

 

 

Check the order currency

If your Magento site is setup to accept orders in foreign currencies you’ll need to ensure those currencies also exist in Brightpearl so that when the order downloads the currency and exchange rate can be applied. If the currency doesn’t exist in Brightpearl, or is setup incorrectly, the order will not download.

The good news is the Ecommerce Alerts Report will notify you of any order that cannot be downloaded due to missing currencies. Once the currency is added the order will successfully download.

Add the currency in Brightpearl at Settings > Company > Currencies . Ensure you enter the correct 3 digit ISO code as this is what ensures the correct currency is applied to order when it’s generated in Brightpearl.

Does this resolve your issue?

 

 

Check the customer country

If the customer’s address is in another country you will need to ensure that the country exists in Brightpearl so that the customer can be created. If the country doesn’t exist the order will not download.

The good news is the Ecommerce Alerts Report will notify you of any order that cannot be downloaded due to missing countries. Once the country is added the customer can be successfully created and the order will download.

Add the country in Brightpearl at Settings > Localization > Countries . Ensure you enter the correct 2 and 3 digit ISO codes.

Does this resolve your issue?

 

 

Check the customer’s email address

IF the customer email address is the same as a staff member it will not download.

When you’re testing your Magento to Brightpearl integration it’s likely that you’ll create an order using your own email address. It’s also highly likely that this email address is the one you use to log into Brightpearl. When a Magento order downloads it first attempts to match the customer to an existing record, this is done by matching the email address. The customer is then matched with the staff member and the download fails. Fortunately the Ecommerce Alerts Report will notify you of any order that cannot be downloaded where the “Contact is not a customer”.

There is no way to fix this, you will need to cancel the order in Magento or manually add it into Brightpearl if it’s a real order.

Does this resolve your issue?

 

 

Moving servers / switch from test database to live

It is not possible to simply switch the setup over to your new server. You will need to repeat the entire setup process for your new server against a new sales channel/store in Brightpearl. You must add a new store in Brightpearl.

Does this resolve your issue?

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