On occasion, an error will be reported by Bigcommerce when Omnivore tries to create the order in the Bigcommerce system.
Below are listed the usual error messages and their explanation.
Error message (example, actual numbers will vary): Cannot find product variant, sku: 1234567890, retailerRef: 54321012345
Explanation: the product or the variant cannot be found in the Omnivore system, thus it cannot be sent to Bigcommerce. This could happen if you've deleted the product or variant in Bigcommerce, changed the SKU or retailer reference of the variant, made the variant unavailable or sometimes when the variant runs out of stock. This error could also happen if the product used to have no options, it was purchased on the marketplace as such, but then you added options in Bigcommerce. See below for the same use case.
Error message (example, actual product name and id will vary):
[{"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"}}]}}]
Explanation: the current product in Bigcommerce has options ("Colour" in the above example), but the product in Omnivore that was listed on eBay doesn't. Most likely you have recently added the options to Bigcommerce. In this case you will need to manually deal with the order, likely you'll need to contact the buyer and confirm what option they want, create the order in Bigcommerce and cancel the order in Omnivore .
This error can also be caused when 'required' options are set on the product that are not product - variant related. In these cases the options will need to be changed to 'optional' instead of required.
Error message (example, actual numbers will vary): [{"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"}}]}}]
Explanation: the product is out of stock, i.e. inventory quantity is zero in Bigcommerce. Either increase the inventory and resend the order or cancel the order in Omnivore and refund the customer using the eBay application interface.
Error message: [{"status":401,"message":"No credentials were supplied in the request."}]
Explanation: Your store is using the "old" method of integration using private apps. You will need to install the Omnivore Bigcommerce app. It's really easy and you don't need to do anything else, the Omnivore account will be updated automatically. The installation instructions are here:
https://ebaylinksupport.omnivore.com.au/support/solutions/articles/17000042773-install-the-ebay-link-app-for-bigcommerce
Error message: [State does not appear to be correct - please check address ]
Explanation: self explanatory, this error is from Bigcommerce and needs to be fixed by you, before the order can be pushed through to your store, so.
- In our system click on the order from the ‘Orders’ page.
- Check the address under Customer Details. Make sure there is a state and postcode.
- If you see prompts/suggestions for a change to the address – follow the instructions.
- Click the ‘send to retailer again’.
- Wait a few minutes and the order should flow through to your eCommerce store.
If the error is none of the above, please submit a request for help or email [email protected] clearly stating the store name and the eBay order number.