Troubleshooting BigCommerce

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).
  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. Check that you have enabled “Enable Payment sync” in the Brightpearl BigCommerce App and mapped payment methods or have a default payment method defined.
  2. Is it a pending order? If you have download pending order switched on, these can download without payments and will update once paid.
  3. If you do not believe this is the cause of the payment not downloading, then please contact Brightpearl support

Product not added/allocated to order

  1. Check that there is a matching and unique SKU in Brightpearl. This is how products are matched between the systems.
  2. Look to see if there is enough inventory at the warehouse on the sales order. Inventory from multiple warehouses is being sync’d to BigCommerce but the order can only automatically allocate inventory from a single warehouse. The order may need split shipments created.

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 (i.e. purchased / sold stock, manual inventory change, item allocated to an order)
  3. If you still have trouble, please contact Brightpearl support
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