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BigCommerce Related Items Syncing Bug

  • August 6, 2025
  • 7 replies
  • 82 views
T
Jr Varsity II
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We have had this issue with 23R1 and it is still happening now that we have upgraded to 24R2. 

We have some products where we introduce new versions of them with new SKUs while keeping the product name the same.

To do this, we have to delete the old product from BigC before we are able to sync the new product since BigC does not allow multiple products to have the same name.

When we do this, we sometime run into an issue where if we include the deleted product as a related item on that new product, then it causes a syncing error that is unrecoverable. Essentially, Acumatica just keeps trying to sync the product, gets the same error from BigCommerce API that the product doesn’t exist, and keeps trying to sync without updating anything or giving an error message to the user.

Has anyone else run into this issue?

Best answer by tararosenthal

If anyone else runs into this issue, I would not recommend deleting products in BigCommerce if you use related items. It caused this bug as well as another bug we experienced where the last locally modified date on some products would get set to the max value (12/31/9999) so no changes to that product would trigger a sync.

 

We decided to resync all the products we had previously deleted and change our business practices to not delete products in the future. For the duplicate product name issue, we are simply adding extra spaces between the words of the old versions of the products in BigCommerce so the names are technically different but not confusing to a customer if they see it on an old order.

7 replies

KarthikGajendran
Acumatica Moderator
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​@tararosenthal Could you please let me know when you want to include the deleted item as the related item? 

The connector is acting here based on BigCommerce requirements. 

Technical Product Manager- Retail Commerce
Chris Hackett
T
Jr Varsity II
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  • tararosenthal
  • Author
  • Jr Varsity II
  • August 7, 2025

​@KarthikGajendran We don’t need the deleted items and are working on process improvements so that they get removed before the product is exported. However, the problem is really that Acumatica gets stuck when trying to handle this error. Yesterday all real-time syncing was blocked for hours due to Acumatica continually trying and failing to sync that product with the deleted related items even after we removed the deleted items as related items from it in Acumatica.

KarthikGajendran
Acumatica Moderator
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​@tararosenthal  When you are doing frequent updates to products it is recommended to stop real-time sync. Because for every product update(each save) the system will try to sync and that's how real-time sync(push notifications) work. 

Technical Product Manager- Retail Commerce
Chris Hackett
T
Jr Varsity II
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  • tararosenthal
  • Author
  • Jr Varsity II
  • August 11, 2025

Thanks, ​@KarthikGajendran. I guess I will try this next time and see if it helps. I did turn off real-time sync after awhile when I noticed that nothing was syncing, but I will see if turning it off earlier helps next time.

Chris Hackett
T
Jr Varsity II
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  • tararosenthal
  • Author
  • Jr Varsity II
  • September 10, 2025

This is happening for us again. It causes an endless loop trying to sync the item if there is a deleted related item on it.

T
Jr Varsity II
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  • tararosenthal
  • Author
  • Jr Varsity II
  • September 10, 2025

Even after canceling the sync and stopping real time sync and deleting the problematic related items, it is still hanging when I try to manually sync that item.

T
Jr Varsity II
Forum|alt.badge.img
  • tararosenthal
  • Author
  • Jr Varsity II
  • Answer
  • September 18, 2025

If anyone else runs into this issue, I would not recommend deleting products in BigCommerce if you use related items. It caused this bug as well as another bug we experienced where the last locally modified date on some products would get set to the max value (12/31/9999) so no changes to that product would trigger a sync.

 

We decided to resync all the products we had previously deleted and change our business practices to not delete products in the future. For the duplicate product name issue, we are simply adding extra spaces between the words of the old versions of the products in BigCommerce so the names are technically different but not confusing to a customer if they see it on an old order.

Chris Hackett
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