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We have a strange situation happening with our Big Commerce Website.  We cannot determine if it is set up / configeration issue or a design flaw in the Acumatica-Big Commerce Connector.  Any help would be greatly appreciated.  We are on 2024 R1.

We have set up Acumatica / Big Commerce so that only SKUs that are in stock will show up on our Big Commerce Website. When a SKU drops to zero in stock, the SKU automatically stops showing up on our Big Commerce website as it should.  This works perfectly well.  

The isssue is when a SKU is out of stock, and we make the SKU inactive in Acumatica. As soon as we make the SKU “inactive” in Acumatica, the SKU reappears on the Big Commerce website, and the configuation for that inactive SKU in Big Commerce is changed to show on the website even if zero of the SKU is in stock. 

The act of making a SKU "inactive" in Acumatica causes changes in Big Commerce so the SKU shows up on the website.

Is this a configuration issue we can change / fix?  Or is this a glich in the Acumatica Connector that Acumatica needs to fix?    

@dougmcbride79 , this requires a more detailed investigation of your current set up.  I haven’t seen this issue before.  I think, you should review your product setup in Acumatica first and see if you’re not changing the way inventory is tracked for the item, when you make a change from Active to Inactive.  By itself, changing the status of the product won’t change the inventory tracking, but Acumatica will push all the mapped fields to BigCommerce, and depending on the values on these fields (see screenshot below), you will might see undesirable results in BC:

Hope this helps.


Hello ​@dougmcbride79 

In addition to what ​@Yuri Karpenko mentioned, one other thing that you can do for immediate protection is to have a filter on the Export Filtering screen so that only Products which are in the Active status are considered for the sync to BigCommerce.  

This way you will have a way to prevent these updates flow back into BigCommerce. 

Regards

Sai


AI was used to create this answer
The behavior you described—where making a SKU "inactive" in Acumatica causes it to reappear on the BigCommerce website—is not expected and likely stems from a configuration issue or a gap in how the Acumatica-BigCommerce Connector handles synchronization. Let’s analyze this step-by-step to determine the root cause and possible solutions:

Potential Causes

  1. Synchronization Logic for "Inactive" Status

    • The Acumatica-BigCommerce Connector might not properly account for the "Inactive" status of an item during synchronization. Instead, it could be treating the "Inactive" status as a signal to update the product in BigCommerce, causing the item to be re-enabled on the website.
  2. BigCommerce Default Behavior

    • BigCommerce might have its own rules or settings that override or ignore stock levels for products once they are updated from Acumatica. For example, if a product update is triggered from Acumatica (even if marked "inactive"), BigCommerce might automatically revert the visibility settings.
  3. Incorrect Mapping in the Connector

    • The connector’s mapping configuration might not distinguish between active and inactive SKUs. It could be treating any update from Acumatica as a directive to enable the product in BigCommerce.
  4. Connector Design Flaw

    • If the Acumatica Connector does not explicitly handle the "Inactive" status correctly, this would be a design flaw. Ideally, marking a SKU as "Inactive" should prevent it from being synchronized or explicitly disable it on BigCommerce.

Steps to Troubleshoot and Resolve

1. Verify the Acumatica-BigCommerce Connector Settings

  • Navigate to the BigCommerce Connector Configuration in Acumatica.
  • Check the mapping for product statuses:
    • Ensure there is a clear mapping for the "Inactive" status in Acumatica.
    • Confirm that "Inactive" SKUs are set to be excluded from synchronization.

2. Review the Connector Sync Behavior

  • Check the logs of the Acumatica-BigCommerce synchronization process. Look for entries related to the "Inactive" SKU update to see how the connector interprets the status change.
    • Go to Commerce -> Synchronization History in Acumatica.
    • Review recent sync logs and locate actions performed on the affected SKU.

3. Test the Synchronization Rules

  • Conduct a test with a non-critical SKU:
    • Make it inactive in Acumatica and observe what changes are pushed to BigCommerce.
    • Check whether the SKU’s visibility, stock rules, or other settings are altered in BigCommerce.

4. Check BigCommerce Product Visibility Rules

  • In BigCommerce, navigate to the specific product and review its settings:
    • Verify the Visibility and Inventory Tracking rules for products updated by Acumatica.
    • Ensure BigCommerce is configured to respect stock-level-based visibility.

5. Workaround: Prevent Inactive SKUs from Syncing

  • If the issue persists, consider configuring the connector to exclude "Inactive" SKUs from synchronization altogether:
    • Modify the sync query to filter out SKUs with a status of "Inactive" in Acumatica.
    • This might require updating the connector logic or adjusting the filters in the synchronization process.

6. Contact Acumatica Support

  • If the above steps do not resolve the issue, report this behavior to Acumatica support:
    • Provide detailed logs of the synchronization process.
    • Highlight the unexpected behavior when marking SKUs as "Inactive."
    • Request confirmation if this is a known issue in the 2024 R1 Connector.

Possible Fixes

  • Configuration Fix: Adjust the synchronization settings to ensure "Inactive" SKUs are excluded or explicitly disabled in BigCommerce.
  • Customization: If the connector logic needs refinement, work with Acumatica or a certified developer to customize the synchronization process.
  • Acumatica Patch: If this is a confirmed bug, Acumatica might provide a patch or update to address the issue.

Conclusion

This behavior seems to be a mix of configuration oversight and a potential gap in the Acumatica-BigCommerce Connector design. Start by reviewing the connector configuration and sync rules, and test the process with controlled updates. If no resolution is found, escalate the issue to Acumatica support for further investigation and resolution.


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