How to solve my Backmarket connection issues ?

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- How to solve my parcel update error ? 

In your Cubyn Apps, you might see your application display the following yellow "Connection Issues" message. Please note that Cubyn displays this status when we have encountered parcel_update or stock_update fails in our integration with Backmarket. 

🚨 Please note that even if you solve the issues, Cubyn keeps displaying the 20 last errors that have occurred over the last week.

You might get one of those two errors : 

• " We couldn't find a matching order_id and/or SKU on Backmarket. Please update your order manually on Backmarket. "

In order to solve this issues, please make sure your 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.

•  " Order status error. Please update your order on Backmarket manually." 

This error occurs when the hierarchy of your order status is not respected on Backmarket.

The order status on your Backmarket back-office does not allow Cubyn to update its order state. The following hierarchy has to be followed : 

To help you understand any other type of issue, please do not hesitate to contact our customer service at help@cubyn.com.