When a Backmarket order is processed in our warehouses, a confirmation is sent to Backmarket to accept the sale of the product(s) and to transmit the order tracking number.
These updates are not transmitted to Backmarket? Here are the principal reasons which could explain it.
1- Address error
Your order is in address error on Cubyn.
You can check by going to the Errors tab of the Cubyn application and looking for the order by its reference (identical to the Backmarket one).
If you find it, just click on it to change the necessary information. You can find the different cases of error from the article I have an order in error.
Once the modification is made, the order will be validated and the sale will be accepted on Backmarket.
2- SKU modified on Cubyn
To update the order, SKUs on Cubyn must be strictly similar to those on Backmarket.
Thus, if a SKU change takes place on Cubyn between the creation and processing of the order, the information will not be sent back to Backmarket.
Therefore, check that the SKU of the order is the same as the one on Backmarket.
On Cubyn, go to Orders, find and click on the order in question and see the list of products at the bottom of the window that appears.
On Backmarket, from Orders, find the list of SKUs in the Row Status / SKU column.
If however this does not answer your question, please do not hesitate to contact our customer service at firstname.lastname@example.org.