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BigCommerce

BigCommerce

BigCommerce is a top-3 platform for eCommerce and provides a full package of services for e-store creation: sting, front-end design, SEO, payments and marketing tools needed to build an online store. Integration of Cin7 Core module with BigCommerce allows our clients to get yet another powerful sales and promotional e-shop channel for growing their business.

Integration with BigCommerce pulls sales information to and from a BigCommerce online store to Cin7 Core management system and (if applicable) to a connected accounting system, as well as synchronizing inventory and products.

Prerequisites

  • Knowledge about the Processing a sale process (required)

  • Knowledge about Products and product management (required)

  • Master user BigCommerce account with the following configured:

    • Products

    • Shipping settings

    • Financial settings (currencies, online & offline payment methods, taxation rules)

    • Partner profile (allows to configure company information, customer service policies, shipping options, return policy, privacy policy and tax information)

  • Users will need Integration: eCommerce - BigCommerce permission in order to use this feature.

  • Users will need to add an External integration licence to their subscription if they do not have one available.

 

BigCommerce integration setup

First, you will need to create and configure a BigCommerce account (if you haven't already) and connect your BigCommerce store to Cin7 Core. Your BigCommerce must have products, shipping settings, financial settings, and partner profile configured before integration Cin7 Core.

It is possible to link several BigCommerce stores to a single Cin7 Core account, with each linked store having its own independent catalog, logs and settings.

However, you will first need to purchase licenses for the additional external integrations under the My subscription page if you do not have enough external integrations available.

Connecting to BigCommerce

There are two ways to connect to BigCommerce. You will need your store hash for both, which can be found on your BigCommerce portal URL.

Note: It's possible to use one Cin7 Core account with multiple BigCommerce stores (sale channels), but BigCommerce store can be connected to only one Cin7 Core.

  

Connect through the BigCommerce App Marketplace

NOTE: Cin7 Core is currently pending application to be added to the BigCommerce App Marketplace. Please use store API connection for now.

Connect to Cin7 Core through the BigCommerce marketplace (App API).

  1. From your BigCommerce account, go to the App Marketplace (Store Control Panel → Apps → Marketplace → Apps)

  2. Search for Cin7 Core and Install. It will now be visible in your apps.

  3. Launch Cin7 Core from Store Control Panel → Apps → My Apps → Apps → Cin7 Core → Launch. This will launch a new browser tab where you can open Cin7 Core.

  4. Grant access to Cin7 Core.

  5. Now, return to your Cin7 Core account and navigate to Integration → BigCommerce.

  6. Click + to connect a new store.

  7. Select Type of connection: App API, enter the Shop hash, and click Connect to BigCommerce.
         

Connecting to BigCommerce using API

Connect to Cin7 Core by generating BigCommerce API credentials (Store API).

  1. From your BigCommerce account, go to the App Marketplace (Store Control Panel → Advanced Settings → API Accounts)

  2. Click Create API Account → Create API Token. A maximum of 50 accounts can be created per one BigCommerce store.

  3. Enter a name, such as Cin7 Core.

  4. Grant the highest level of access to Cin7 Core for all options and Save.

  5. This generates a popup with API credentials.

    • Note: Make a copy of this information, you cannot return to  it. If you lose this information you will have to create another API account to connect.

  6. Make a note of your API credentials.
         

  7. Now, return to your Cin7 Core account and navigate to Integration → BigCommerce.

  8. Click + to connect a new store

  9. Select Type of Connection: Store API. Enter your credentials and click Connect to BigCommerce.
         

Configure integration settings

Under the Setup tab, several integration settings can be customized.

General settings

Capture order when it is

This option specifies when a BigCommerce order will be captured: when it is created, when it is completed or when it is paid in BigCommerce. This setting is also taken into account for downloads of historical orders from BigCommerce.

Consolidate orders

Cin7 Core - BigCommerce integration allows two options for order consolidation:

  • No consolidation

  • Daily consolidation.

No consolidation indicates that sales will be captured from BigCommerce as they occur. Daily consolidation will consolidate all orders from that day into a single order. Cin7 Core will check for new sales to download once per hour.

When daily consolidation is chosen, an additional setting becomes available: Consolidation time. This is your local time when all pending orders aggregated during the day will be processed.

See the Pending order processing section below for more details.

Customer

For the pending order processing to be successful, an existing customer must be selected. The selected customer here is used when there is no available customer information in a sale order.

When the consolidation type is daily consolidation, this customer is used to create a new sale task which will combine all daily sales. A customer can be created in Cin7 Core just for this purpose.

Regular price tier

BigCommerce offers two price tiers, regular price and sale price. Regular price should be mapped to one of your Cin7 Core price tiers here.

Sale price tier

BigCommerce offers two price tiers, regular price and sale price. Sale price should be mapped to one of your Cin7 Core price tiers here. See Pricing and price tiers for more information.

Pick, pack and ship processing mode

When pending orders are processed by Cin7 Core, new sale tasks are created. This setting tells Cin7 Core if it should try to auto pick, auto pack and auto ship these tasks. If there is not enough stock on hand to pick the full quantity of products in an order, then pick will remain in draft state and pack and ship won’t be completed.

Cin7 Core does not pick up shipment information from BigCommerce if auto-ship is selected and will not create fulfillment in BigCommerce in this scenario (if auto ship is enabled).

Process auto-assembly as

This dropdown field has two options:

  • For ordered quantity: Does not check stock quantity. An assembly order is created for the quantity specified in the sale order, regardless of stock availability.

  • For minimum quantity required for picking: Assemble stock required to meet the quantity of specific sale order.

    • If stock availability is negative, auto-assembly will produce a finished goods quantity which is more than the quantity ordered through sale order.

    • If there is already stock available in inventory but not enough to fulfill the sale order quantity, auto-assembly will assemble the difference in quantity needed to meet the sale order requirement.

    • If stock availability exceeds sale order quantity, auto-assembly is not triggered.

Stock availability is validated against the sale order location and does not take on order quantity into account.

Link BigCommerce store to Cin7 Core Location

Select a Cin7 Core location to use for BigCommerce store sales fulfillment. Each BigCommerce store should have a dedicated location within Cin7 Core, which can be selected from the drop-down menu. One location can be used for several stores. Selecting a particular warehouse limitss the availability of stock in BigCommerce to that location. If the default option All Locations is chosen Cin7 Core will display consolidated stock quantities across all locations.

Ignore restock for non-fulfilled sales

When a refund is processed for an unfulfilled BigCommerce sale, this will cause an error with restocking the unfulfilled items. These will appear on the log as Pending fulfillment. If you are experiencing this error, you will need to enable this setting. Restock/stock allocation quantities will be edited to match the fulfilled items of the sale. This setting is only applicable when Pick, pack, and ship mode for processing online sales is set to Auto pick + pack + ship.

  

Account and cash settings

Invoice status

This setting controls invoice status for sale tasks created as a result of pending order processing. By default, an invoice will not be authorized and will be in draft state, waiting for adjustment and authorization. However, if this setting is changed to authorized, the invoice will be automatically authorized and pending sync will be created for it to sync with an accounting application of your choice.

Optional revenue account

This is the revenue account to be used for all sales downloaded from BigCommerce. This will override settings at the product/customer level and any other account mapping.

Sales representative name

Select the sales representative from the list whose name will be specified for all sales captured by Cin7 Core through this integration.

List products as draft

This options lists all products as draft on BigCommerce, thus allowing to review them first before activating them in Cin7 Core.

Update stock levels in BigCommerce

This setting controls if stock level updated automatically in BigCommerce store by Cin7 Core at the time when available product quantity changes in Cin7 Core. This may be useful for manual managing stock level in BigCommerce. Enabling Update stock levels in BigCommerce will display the Use buffer inventory setting.

Due to API limitations on the BigCommerce side, categories and product family options cannot be updated, even if this setting is enabled. Please see Product family variants and options for more information.

Note: Please ensure you have the correct stock quantities entered in Cin7 Core before you turn on this option as these values will override the stock quantities in BigCommerce.

Use buffer inventory

Displayed when Update stock levels in BigCommerce is enabled. Allows for an inventory buffer on stock quantities pushed to BigCommerce. Sync quantity passed to BigCommerce when updating stock levels will be equal to Actual stock - buffer inventory. Enabling this setting will enable the Buffer inventory field.

Buffer inventory

Displayed when Use buffer inventory is enabled. Enter an integer number of stock to act as a buffer. Sync quantity passed to BigCommerce when updating stock levels will be equal to Actual stock - buffer inventory. When this setting is enabled, Sync quantity and Buffer inventory quantity will be added as fields to the Catalog and Bulk Listing tables alongside stock availability.

Note: Once buffer inventory is enabled and specified, it will be applied across all products listed on the Catalog and Bulk listing tabs. However, sync quantities will only be updated in the channel if the user updates or lists a product.

Use BigCommerce as master source for Cin7 Core products

This option sets the direction of product data flow between Cin7 Core and BigCommerce. When enabled, Cin7 Core will not push product categories and brands to BigCommerce. Instead, products in Cin7 Core should be updated with categories and brands from BigCommerce. This setting is on by default.

Export shipping information to BigCommerce

When this parameter is enabled, Cin7 Core will push shipping information to BigCommerce.

Load coupon codes from BigCommerce

When enabled, this setting loads coupons from BigCommerce as a negative additional charge with the name of the related coupon in the sale comments field. If the setting is not enabled, the negative additional charge will be loaded with the name Discount.

Add company to address

Enable to add a company name to the address line for the order.

  

Map tax rules

When a pending order is processed by Cin7 Core, a sale task is created. Each order and invoice line is assigned a tax rule. The tax rules specified in these settings will be used to create these lines.Click Load from BigCommerce to load a list of BigCommerce tax classes from the BigCommerce store's Setup → Tax section and map each rule with a Cin7 Core tax rule.

Cin7 Core does not apply the tax rule to recalculate tax and is simply using the actual tax amount from the BigCommerce order. This means that if certain products are not taxable or with varying tax in BigCommerce, all data and totals in Cin7 Core will look identical to BigCommerce, but with Cin7 Core tax rule name selected in this setting. The tax free tax rule mapping specified in this setting is used to create these lines for non-taxable products.

IMPORTANT! Orders will be skipped on download if tax rules are not mapped.

  

Map payment methods

Cin7 Core can capture payments made against orders in BigCommerce and is able to automatically add payments to a created sale invoice. To do this, payment account mapping must be completed on this integration settings screen.  Click Load from BigCommerce to load payment methods from BigCommerce and map each one with an account which is able to receive payments from the chart of accounts.

This setting is not mandatory – if payment mapping is not completed, orders are still captured and downloaded from BigCommerce, but payments must be manually added to invoices in Cin7 Core. Some customers prefer to keep invoices open and then reconcile them with payouts from BigCommerce.

  

Disconnect from BigCommerce

When you disconnect from the BigCommerce store, Cin7 Core removes all associations between Cin7 Core objects and BigCommerce, such as settings, catalog, pending orders and logs.

  

Product catalog

The catalog page allows users to manage the product catalog in BigCommerce. From here, users can download product information from the store to Cin7 Core, list products from Cin7 Core in the BigCommerce store, manage product status and update the store with stock level information.

From here you can Search catalog by entering SKU, Product Name and Category and Refresh to reload the catalog and show any new changes.

Downloading products

Products can be loaded from BigCommerce to Cin7 Core in the catalog tab by clicking Download → Products. This operation may take some time.

  

Products in BigCommerce can be downloaded as simple products or as part of product Family (i.e. Product variations), similar to Cin7 Core. BigCommerce allows an unlimited number of options, while Cin7 Core allows only three. Due to this, only the first three options will be loaded per product from BigCommerce.

When downloading products from BigCommerce, Cin7 Core should check if the product in BigCommerce is a single product or if it has multiple variations. If products and product families have already been created/linked with BigCommerce, then Cin7 Core updates the existing products/product families instead of creating new ones.

In BigCommerce, Product SKU is optional whereas in Cin7 Core it is mandatory. To resolve this, if the SKU field is empty in BigCommerce, Cin7 Core skips this product.

BigCommerce has a hierarchical category structure, whereas Cin7 Core has only one level of categories. Only the root categories in BigCommerce are linked to Cin7 Core categories.

NOTE: Even when Update stock levels in BigCommerce is enabled, existing categories will never be updated. Categories can only be created when adding a new product or family. This is due to API limitations on the BigCommerce side.

To change categories for a product, users will need to either
1. Delete the item from BigCommerce, change the category in Cin7 Core, and then list the item again as a new product in BigCommerce
2. Set BigCommerce as a master source, change the category in BigCommerce via the BigCommerce interface, delete the product in Cin7 Core and then sync again.

When downloading products, Cin7 Core tries to avoid creating duplicates by first searching the existing products for matching items. This takes place in several steps:

  1. Cin7 Core searches the product family by name using the BigCommerce product title.

  2. Then, for each variant, it searches the Cin7 Core product by BigCommerce variant ID.

  3. If not found, it searches the Cin7 Core product by BigCommerce product (or variant) SKU.

Cin7 Core product names are unique but all BigCommerce product variations have the same name as the product family. Due to this, upon downloading products from BigCommerce, Cin7 Core creates variation names from the BigCommerce product name + variant option 1 value + variant option 2 value + variant option 3 value, delimited by space. Variant options are only included in the name if they are defined for the BigCommerce Product. During product loading, Cin7 Core automatically creates product categories for all product types in BigCommerce.

Data mapping for products between Cin7 Core and BigCommerce is as follows:

Cin7 Core                                                        

BigCommerce

SKU

Product or product variation SKU                                                                                                                     

Name

Product title

Category

Root category. Even when Update stock levels in BigCommerce is enabled, existing categories will never be updated. Categories can only be created when adding a new product or family due to API limitations.

Description

Product description

Weight

Weight

Width

Width

Height

Height

Length

Depth

Price tier mapped for Regular price. Default is price tier 1.

Retail price

Price tier mapped for Sale price. Default is price tier 2.

Sale price

Images

NOTE: Only downloaded when no images are attached to the product. Existing images will not be deleted.

Images

Tags

Tags/Keywords

Quantity

Quantity

Sale tax rule

Tax class

Custom fields

First 10 product custom fields (except attributes used as options)

Option 1 name

Display name of first required option

Option 2 name

Display name of second required option

Option 3 name

Display name of third required option

Option 1 value (for variation)

Label for value related to option 1

Option 2 value (for variation)

Label for value related to option 2

Option 3 value (for variation)

Label for value related to option 3

Downloading customers

Download customers from the Catalog tab, Download → Customers.

This function downloads all customers from BigCommerce to Cin7 Core. If the customer already exists in Cin7 Core, this function updates any details that have been changed in BigCommerce. As Cin7 Core automatically creates customers when processing sales orders (if the No consolidation option is selected in integration settings), this function is generally only used for testing purposes.

This function creates a customer in Cin7 Core with contact, billing, and business addresses captured from BigCommerce.

Note: Uploading customers from Cin7 Core to BigCommerce is not possible.

  

List, unlist, and remove products on BigCommerce store

There are two possible statuses for products in the catalog: Not Listed and Listed. Stock level synchronization can be enabled or disabled for individual products from the catalog.

The catalog tab allows products to be listed, unlisted, and removed individually. See List products in bulk to list larger quantities of products at a time.

Note: Updating products from the catalog will update the stock level in BigCommerce regardless of the Update stock levels in BigCommerce setting status.

To list a product on BigCommerce:

  1. Click on the product in the Catalog tab.

  2. In the pop-up window, click List on BigCommerce.

  3. Save your changes.

 

To update a product on BigCommerce:

  1. Click on the product in the Catalog tab.

  2. In the pop-up window, click Update on BigCommerce.

  3. Save your changes.

 

To unlink a product on BigCommerce:

  1. Click on the product in the Catalog tab.

  2. Click Unlink.

  3. Save your changes.

Unlink breaks the link between the BigCommerce product and Cin7 Core product but does not remove the product from BigCommerce.

To remove a product from BigCommerce:

  1. Click on the product in the Catalog tab.

  2. Click Remove from BigCommerce.

  3. Save your changes.

Remove removes the product from BigCommerce.

Important information listing categories and product family variants

Even when Update stock levels in BigCommerce is enabled, existing categories will never be updated. Categories can only be created when adding a new product or family. This is due to API limitations on the BigCommerce side.

To change categories for a product, users will need to either

  1. Delete the item from BigCommerce, change the category in Cin7 Core, and then list the item again as a new product in BigCommerce

  2. Set BigCommerce as a master source, change the category in BigCommerce via the BigCommerce interface, delete the product in Cin7 Core and then sync again.

 

Options for product families cannot be added, edited, or removed when listing or updating products. This is due to API limitations on the BigCommerce side causing mismatches between catalog and inventory when performing these operations.

To add, edit or remove options for a product family, users will need to delete the item from BigCommerce, change the options in Cin7 Core, and then list the item again as a new product family in BigCommerce.

List products in bulk

Aside from listing of individual products, products can be listed in bulk. If products are already listed, this action will update them.

When Use buffer inventory setting is enabled from the Setup tab, Sync Quantity and Buffer inventory quantity will be added as fields to the bulk listing tables alongside stock availability. See Buffer inventory for more information.

To list products on BigCommerce in bulk:

  1. Go to the Bulk listing tab.

  2. Select products to upload in bulk. You can select products by category, brand, family, product tag, listing status, products listed in (another sales channel or store), and through manual search.

Note: If you have multiple stores in another sales channel, e.g. two different BigCommerce stores, these will be displayed separately in the list of sales channels from which products can be selected for upload.

  1. Click List to upload all selected products.

  2. You can also select Unlist to remove selected products from BigCommerce or Unlink to break the link between BigCommerce product and Cin7 Core product (but not remove the product from BigCommerce).
         

Buffer inventory

Instead of showing actual inventory values in e-Commerce storefronts, many retailers prefer to display an estimated display quantity where there is a safe buffer stock on their backend to avoid overselling products. Cin7 Core allows for an inventory buffer on stock quantities pushed to BigCommerce, both for the whole channel and at the product level.

Buffer inventory levels for the whole channel are controlled from the Setup tab. Update stock levels in BigCommerce setting must be enabled.

  • Use buffer inventory: Displayed when Update stock levels in BigCommerce is enabled. Allows for an inventory buffer on stock quantities pushed to BigCommerce. Enabling this setting will enable the Buffer inventory field.

  • Buffer inventory: Displayed when Use buffer inventory is enabled. Enter an integer number of stock to act as a buffer. Sync quantity passed to BigCommerce when updating stock levels will be equal to Actual stock - buffer inventory.

 

When this setting is enabled, Sync quantity and Buffer inventory quantity will be added as fields to the Catalog and Bulk listing tables alongside stock availability. However, sync quantities will only be updated in the channel if the user updates or lists a product.

Buffer inventory for the whole channel can be overwritten by a product level buffer from either the Catalog or Bulk listing page (Use buffer inventory must be enabled from the channel Setup tab). The product level buffer value will ALWAYS override the value set on the setup tab. If the setup tab buffer inventory value is changed, this will not affect products with product level buffers.

Note: Product level inventory buffer is disabled by default. In the case of wanting to turn off inventory buffer for certain products only, the user will need to enable buffer inventory and enter a value to apply it to the whole catalog, THEN set product level buffer to 0 for those products, then update or list the item to apply changes.

If the user wishes to apply inventory buffer ONLY to one or more specific products, inventory buffer should be enabled on the Setup tab and set to 0. Then, product level buffer inventory can be enabled and configured for products from either the catalog or bulk listing page. You will need to list or update the item to apply changes.

On the Catalog page:

Click on a listed or unlisted item to open a pop-up window and slide Use product level buffer inventory to enable. You can then enter an integer value for Product level buffer which will overwrite the channel buffer value. You will then need to Update or List the product for the new stock level quantity to be displayed in the channel. Save and Close to continue.
     

On the Bulk listing page:

Use this to update product level buffer for multiple items at once. Use the search box and filter options to filter items to list/update in bulk.

The Use buffer inventory menu allows you to Turn on product level setting, Remove product level setting, or Don't update existing setting. Turning on product level setting allows you to then enter an integer value for Product level buffer. Click List to overwrite the channel buffer value for the filtered products with the product level buffer.

Selecting Remove product level setting, then List, will remove the product level setting from the filtered products and return them to the channel buffer inventory value.

Selecting Don't update existing setting will leave all buffer values, including product level buffer values, unchanged when updating listings or making a new listing.

  

Orders and sales

Processing pending orders

When a BigCommerce store is connected to Cin7 Core, automatic notifications are triggered whenever the following happens:

  • A BigCommerce order is created.

  • A BigCommerce order status is changed.

  • A BigCommerce order is deleted.

Depending on the order capture setting selected, Cin7 Core will capture a BigCommerce order and save it as a pending order when the order is created, completed or paid.

Whenever a sale is captured from BigCommerce, it is first placed into Pending orders, and stock is allocated immediately. Cin7 Core imports new orders immediately as individual sale orders (if No consolidation is selected in the integration settings), or once a day as a consolidated sale order (if Daily consolidation is selected).

If No consolidation is selected, each BigCommerce sale is converted into an identical sale in Cin7 Core, keeping the same customer and shipping information. If Daily consolidation is selected, the single daily sale task will use the customer selected in the integration settings, and customer, billing, and shipping information imported from BigCommerce will be ignored.

When a BigCommerce order is cancelled or deleted, Cin7 Core automatically finds and voids the corresponding sale task, if created, or removes the associated pending order if the order has not been processed yet.

When processing orders, the logic is identical to that in Cin7 Core. Drop shipping, kitting, and other important scenarios are implemented in the same way as in Cin7 Core.

Pending orders can be processed manually by clicking Process. They can then be viewed in the Log tab.

Downloading orders and payments

Orders are automatically downloaded if their status in BigCommerce is changed (for example, a customer pays for an order).

Note: Generally, you do not need to trigger manual order download. However, if an order was not captured by Cin7 Core, or to load historical sales, you can use the manual Load order option in the Pending orders tab. Cin7 Core allows loading historical sales data a maximum of one year old.

Any imported order is saved to the Pending orders section. It is a temporary storage of all sales and payments in Cin7 Core. If an order already has an entry in the log, i.e. if it was imported previously, it will be skipped. This guarantees that no duplicate sales will be created by Cin7 Core.

While saving orders, Cin7 Core captures customer information, billing, and shipping addresses. All line items are captured together with quantities, prices, and totals. Total order discounts are applied as additional charges to the whole order, without distribution by lines, to reduce the chance of discrepancy. Shipping, gift wrapping, and handling are also saved as additional charges on the invoice.

For each line in a sale, Cin7 Core attempts to locate the corresponding product by SKU. If no product is found, Cin7 Core attempts to download the sold product information from BigCommerce with the same logic as described in the Downloading products section. If a matching product is still not found, Cin7 Core marks this line as a service (non-product). After that, the sale is saved to pending orders containing all the data imported from BigCommerce: tax, quantity, and total.

If a payment account has been specified in the integration settings, Cin7 Core will always assign associated payments to the captured BigCommerce orders.

When a BigCommerce order is cancelled, Cin7 Core automatically finds and voids the corresponding sale task if already created as a sale order or just removes the associated pending order if not yet processed.

The final step in the order download is to trigger the update of stock levels in other BigCommerce stores and other connected eCommerce channels.

Updating fulfillment in BigCommerce

When shipment is authorized in Cin7 Core and the carrier specified, Cin7 Core will try to create order shipment information in BigCommerce. This will only work in the No Consolidation processing mode.

Shipping information is exported to BigCommerce when order has status ‘Processing’ or ’OnHold’. Only one tracking number is exported (e.g. orders with multiple packages will export a single tracking number).

Logs

Each captured BigCommerce order, once saved to Pending Orders, creates a Log entry to track the link between the sale in Cin7 Core and in BigCommerce. This eliminates the possibility of creating duplicated orders when capturing the same order several times during manual order load.

Each log entry has a link to the sale task in Cin7 Core. Depending on the settings selected by the user in the setup tab, this sales task could be draft or authorized, one or more of the pick, pack and ship tabs could be authorized, and payment could have been applied to the invoice.

Log entries allow you to see which sale task reflects a particular BigCommerce sale. You also have the option to delete a log entry manually. This will allow reprocessing an order if required.

Note: Deleting a log entry will not void or delete its associated sale task.

Refunds and returns

Cin7 Core captures refunds from BigCommerce. Cin7 Core will then capture the refund and return/restock and apply them to the associated sale task.

Please note that if the sale is unfulfilled, this will cause an error with restocking the unfulfilled items. These will appear on the log as Pending fulfilment. If you are experiencing this error, you will need to enable the Ignore restock for non-fulfilled sales setting.

Submit returns request via RMA portal

Customers can submit returns requests via Cin7 Core RMA Portal if your organization subscription has this feature, allowing customers to initiate the Cin7 Core RMA workflow, and view the status of their returns. This includes sales processed through connected eCommerce channels.

Any Cin7 Core customer can submit a returns requests via the returns portal with an order number or invoice number and email address simply by accessing the relevant URL. We recommend adding the URL to the return portal to your default sale email template sent to customers. Please see detailed instructions at RMA Portal for returns requests.

Please note that refunds/restocked processed in this way will not be automatically exported to the eCommerce channel, and will have to be added manually updated within the channel. You may prefer to use the returns workflow offered by BigCommerce if you do not need the additional RMA workflow features in Core.

Refunds for sales predating integration with Cin7 Core

Merchants with eCommerce channels occasionally have to process returns or refunds for a sale that predates integration of the eCommerce channel with Cin7 Core.

Sales and refund information is imported automatically from the eCommerce channel to Cin7 Core, but can also be manually imported via the Cin7 Core web portal. Historical refunds and returns are handled differently for each case.

Automatic import: Cin7 Core checks the sale order date against the date of integration with the eCommerce channel. If the sale order date predates the date of integration, credit note and refund are imported without the corresponding historical sale task.

  • A sale is created without order lines or invoice lines.

  • Credit note tab shows refunded items and if a refund was processed in the eCommerce channel it will be captured on this tab.

  • Restock tab is left empty and no stock adjustments are made.

 

Manual import: Manually loading orders from BigCommerce  functions in the same way whether the sale took place before or after integration with Cin7 Core.

  • From the Pending Orders tab, click Load orders and select a date to load sales, including historical sales as Pending Orders. Process the sale associated with the refund.

  • The sale order with have order, invoice, pick, pack, and ship lines. It will also have credit note and restock lines.

  • User will have to perform a manual stock adjustment to correct any discrepancies from the refund.

Reloading orders from BigCommerce

If for any reason you need to reload an order from BigCommerce, this can be managed in Cin7 Core.

  1. Void the sale task. A record of this will be kept in Cin7 Core for reconciliation purposes but the transactional data will be deleted.

  2. Return to the BigCommerce integration Log tab and delete the log entry. This will allow the order to be recaptured from BigCommerce.

  3. Navigate to the Pending Orders tab and click Load Orders, making sure the date is set to before the order to reload was made. Cin7 Core allows loading historical sales data a maximum of one year old.

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