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BigCommerce Order Errors

Resolve BigCommerce order processing issues

BigCommerce may return an error when eBayLINK attempts to create an eBay order in your BigCommerce store.

Use the error message displayed on the order to find the relevant section below. Follow the steps provided before attempting to send the order again.

Cannot find product variant

Error message

Cannot find product variant, sku: 1234567890, retailerRef: 54321012345

The SKU and retailer reference numbers will vary.

What it means

eBayLINK cannot find the product or product variant required to create the order in BigCommerce.

Common causes

  • The product or variant was deleted from BigCommerce.
  • The SKU was changed in BigCommerce.
  • The retailer reference associated with the variant was changed.
  • The variant was made unavailable.
  • The variant is out of stock.
  • The product did not have options when it was listed on eBay, but options were later added in BigCommerce.

What to do

  1. Find the affected product in BigCommerce.
  2. Confirm that the original product and variant still exist.
  3. Check that the SKU and variant details have not changed since the product was listed on eBay.
  4. Check that the variant is available and has sufficient inventory.
  5. If the original product or variant was deleted or replaced, manually create the order in BigCommerce using the correct product.
  6. Cancel the failed order in eBayLINK after the order has been handled manually.

The options of one or more products are invalid

Error message

  • Status: 400
  • Message: The options of one or more products are invalid.
  • Type: MandatoryProductOptions
  • Reason: The BigCommerce product contains a required option that was not included when the product was listed on eBay.
  • Example option: Colour

Exact error returned

[{"status":400,"message":"The options of one or more products are invalid.","details":{"errors":[{"type":"MandatoryProductOptions","product":{"id":10986,"name":"Awesome Product","required_product_options":[{"id":151,"option_id":59,"display_name":"Colour","url":"https://api.bigcommerce.com/stores/nxyz1er/v2/products/10986/options/151","resource":"/products/10986/options/151"}],"url":"https://api.bigcommerce.com/stores/nxyz1er/v2/products/10986","resource":"/products/10986"}}]}}]

 

The product name, product ID, option ID and store URL will vary.

 

What it means

The current product in BigCommerce has one or more required options, but those options were not part of the product when it was listed on eBay.

In the example above, BigCommerce requires the customer to select a Colour, but the eBay order does not contain a colour selection.

 

Common causes

  • Product options were added in BigCommerce after the product was listed on eBay.
  • A previously optional product option was changed to required.
  • A required option exists in BigCommerce but is not associated with a product variant.
  • The marketplace order was placed against an older version of the product that did not contain options.

What to do

 

  1. Open the affected product in BigCommerce and review its required options.
  2. Determine whether the option is linked to a product variant or is an additional product option.
  3. If the option does not need to be mandatory, change it from required to optional in BigCommerce.
  4. If the buyer must select an option, contact the buyer and confirm the required selection.
  5. Manually create the order in BigCommerce using the buyer’s confirmed option.
  6. Cancel the failed order in eBayLINK after the order has been handled manually.

Quantities of one or more products are out of stock or did not meet quantity requirements

Error message

  • Status: 409
  • Message: Quantities of one or more products are out of stock or did not meet quantity requirements.
  • Type: OutOfStock
  • Reason: The inventory level in BigCommerce is zero or is lower than the quantity ordered.

Exact error returned

 

[{"status":409,"message":"Quantities of one or more products are out of stock or did not meet quantity requirements.","details":{"errors":[{"type":"OutOfStock","product":{"id":32,"name":"[Sample] Tomorrow is today, Red printed scarf","inventory_level":0,"url":"https://api.bigcommerce.com/stores/q178ow9j/v2/products/32","resource":"/products/32"}}]}}]

The product ID, product name and store URL will vary.

What it means

 

BigCommerce has rejected the order because the product does not have enough available inventory.

In the example above, the product has an inventory level of 0.

Common causes

  • The product is out of stock in BigCommerce.
  • The available inventory is lower than the quantity ordered.
  • The inventory quantity changed after the product was purchased on eBay.
  • Inventory has not been updated correctly in BigCommerce.

What to do

 

  1. Open the affected product in BigCommerce and confirm its current inventory.
  2. If stock is available, correct the inventory quantity in BigCommerce.
  3. Return to the order in eBayLINK and send the order to the retailer again.
  4. If the order cannot be fulfilled, cancel the order in eBayLINK.
  5. Refund the customer through eBay.

No credentials were supplied in the request

Error message

[{"status":401,"message":"No credentials were supplied in the request."}]

What it means

eBayLINK cannot authenticate with your BigCommerce store.

This commonly occurs when the store is still connected using the older private-app integration method.

Common causes

  • The eBayLINK BigCommerce app has not been installed.
  • The existing BigCommerce connection uses the older private-app integration.
  • The previous BigCommerce authorisation is no longer valid.

What to do

 

  1. Install the eBayLINK app for BigCommerce by following the instructions in Install the eBayLINK app for BigCommerce:
    https://22393621.hs-sites-ap1.com/install-the-ebay-link-app-for-bigcommerce
  2. Complete the BigCommerce app installation and authorisation.
  3. The eBayLINK account connection will update automatically after installation.
  4. Return to the affected order and send it to the retailer again.

State does not appear to be correct - please check address

Error message

[State does not appear to be correct - please check address]

What it means

BigCommerce has rejected the order because the customer’s delivery address does not contain a valid state, postcode or recognised state and postcode combination.

Common causes

  • The state is missing.
  • The postcode is missing.
  • The state does not match the postcode.
  • The state has been entered in an unsupported format.
  • BigCommerce cannot validate the supplied address.

What to do

 

  1. Open Orders in eBayLINK.
  2. Select the affected order.
  3. Review the address under Customer Details.
  4. Confirm that the address contains a valid state and postcode.
  5. If eBayLINK displays an address correction or suggested address, follow the instructions shown.
  6. Save the corrected address.
  7. Select Send to retailer again.
  8. Check the order after a few minutes to confirm that it has been created in BigCommerce.

The error message is not listed above

What it means

The order has returned a BigCommerce error that is not covered in this article and may require further investigation.

What to do

  1. Submit a support request or email request@omnivore.co.
  2. Include the store name.
  3. Include the eBay order number.
  4. Copy and paste the complete error message shown on the order.