Troubleshoot: Syncing BigCommerce orders

We love when everything runs smoothly, but on occasion you may find that your BigCommerce orders aren't syncing. There are a few things that may prevent your BigCommerce orders from syncing automatically:

Is your BigCommerce store disconnected from ShippingEasy?

If you've recently made any changes to your BigCommerce admin settings, such as a password update, your store's API credentials may have changed. This would result in your store disconnecting from ShippingEasy.

If your BigCommerce store is disconnected, we'll post an ALERT in the top right corner of your account.

Alternately, you can go to SETTINGS >> STORES & ORDERS to confirm that your store is showing as connected.

If it is not connected, click the Reconnect button. You may be asked to provide your integration credentials again. Learn how to locate these in BigCommerce

Are your orders in a status that syncs?

Only Orders with the following statuses will be brought into ShippingEasy:

  • Awaiting Fulfillment
  • Awaiting Shipment
  • Partially Shipped
  • Awaiting Payment - this status is not automatically included in order downloads. It must be turned on by going to SETTINGS>STORES & ORDERS> Edit store settings.

Verify that your orders are in one of these statuses.

Are your orders older than 14 days old?

Orders present when first integrating that are older than 14 days will not sync. These will need to be processed manually.  Learn more.

Basic and higher accounts may want to reach out to ShippingEasy support, via the email, call or chat links in the top left corner of the app, for guidance if there are too many orders to practically enter manually.

Has your account been inactive or have you disabled automatic order downloads?

If your account has been idle for 21 days on our Starter plan or 14 days on one of our paid plans (Basic and above), we will turn off the automatic order download option on your store. Learn more about changes made to inactive account.

Likewise, you can choose to turn off your automatic order downloads. Doing so gives you maximum control over when ShippingEasy syncs your orders. Learn more about disabling automatic order downloads.

If your automatic order downloads has been turned off, you can manually sync your orders that were placed since ShippingEasy last downloaded your orders. From the ORDERS page, just click the Sync with Store button. Within 20 minutes, your missing orders will sync. 


Related articles:

How to use ShippingEasy with BigCommerce
How long does it take for my orders to download after I have added my store?
How often do you refresh/download orders from my store?
When did my orders last sync with ShippingEasy?
If I edit an order in my store after it has synced, will the changes update in ShippingEasy?


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