Troubleshooting BigCommerce

The ecommerce channel alerts report helps you see when processes performed as part of your integrations have or haven't completed successfully. When errors occur you will see an alert next to the Channels menu and the relevant sales channel, click on the number to view the alerts report.

bc troubleshooting alerts

To keep your report tidy you can mark messages as read, or delete them (200 at a time).

Store won't connect

  1. Check the API URL in the connector via Action > Settings. Try removing /v2/api at the end of the URL if you can see it here
  2. Try adding a new user/API key to your BigCommerce account; and adding the new one to your settings in the connector
  3. If you still have trouble, please contact Brightpearl support

Order won’t download

  1. Check that the email address is not a staff member in Brightpearl. If it is, you’ll need to add the order to Brightpearl manually
  2. Check that the email address is valid (e.g. .con has been used instead of .com). If it isn't, then try changing it on BigCommerce and try a manual download to Brightpearl. If this isn't possible, then you'll need to add the order to Brightpearl manually
  3. Check that the country is in Brightpearl (they are not added automatically). Once you’ve added the country, you’ll need to add the order manually
  4. Is the BigCommerce order reference already in Brightpearl? If it is, then we won't be able to download the new order; and you will need to add the order manually. Try prefixing your orders for different channels (e.g. #1, B2B, B2C) to prevent this from being an issue
  5. If you still have trouble, please contact Brightpearl support

Payment hasn't downloaded

  1. If the payment has not been completed by the time the order has downloaded to Brightpearl, then the payment won't be downloaded. We do not retrospectively check for payments so you will need to allocate the payment manually
  2. If you do not believe this is the cause of the payment not downloading, then please contact Brightpearl support

Product not in Brightpearl

  1. Check that it has a SKU in your BigCommerce store - items need a SKU in order to be downloaded automatically.  Please ensure that the SKU has less than 32 characters in BigCommerce
  2. If you’ve added it to your BigCommerce store since the initial setup download, then it won’t be imported into Brightpearl unless it’s purchased, or you click “download products” in the connector setup screens (this is not available during beta).

Inventory not updating on BigCommerce

  1. Check that the SKUs match in both systems and that they are unique
  2. Inventory will only update if there has been an inventory change (ie purchased / sold stock, manual inventory change)
  3. If you still have trouble, please contact Brightpearl support
 
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