Fix customers or products that won't sync
SparkLayer keeps a copy of your products, and of customers tagged b2b, from your store. A product or customer that doesn't sync can't get B2B prices. The fix is almost always in your store: a missing SKU, a draft product or an incomplete address. See How sync works.
Before you start
- The product's SKU, or the customer's email, for anything you know is missing.
- Access to edit products and customers in your store admin.
Fix products
Check product sync
Go to Integrations,Product sync (opens in your SparkLayer Dashboard in a new tab). When everything is working, the banner reads Products are up to date. See Check your products are syncing.
Look up the missing product
In Product data lookup, search by name, SKU, barcode or ID. If it says No products found, SparkLayer doesn't have it. See Look up a product's data.
If the banner shows errors instead of Products are up to date, the rest of your products still sync, but fix the errors:
| Error message | Fix |
|---|---|
| Check SKUs are assigned to all variants in Shopify | The product, or one of its variants, has no SKU. Add one in the product's Inventory section. SparkLayer only imports products with a SKU on every variant. |
Fix the product in your store
Shopify only
In your Shopify admin, check the product:
- Has a unique SKU on every variant, in the Inventory section
- Is Active, not Draft
- Is included in the SparkLayer Wholesale sales channel
See "Do my products need SKUs?" in Shopify FAQs.
BigCommerce, Wix, WooCommerce, Magento only
In your platform's admin, check the product has a unique SKU on every variant and is active. See your platform's guide in Platforms.
Then click Sync products now at Integrations,Product sync (opens in your SparkLayer Dashboard in a new tab). It usually takes a few minutes.
Fix customers
Check customer sync
Go to Customers (opens in your SparkLayer Dashboard in a new tab). If some customers didn't sync, a banner such as Customers sync completed with 3 errors shows at the top. Click Show errors to see each customer and the problem. See Fix customer sync errors. Take the 1-minute tour.
Fix each customer in your store
Shopify only
Click Open customers in Shopify and fix each record:
| Error message | Fix |
|---|---|
| Missing a default shipping address | Add a default shipping address, with a country, first line, city and postcode or ZIP code. |
| Address - The Country assigned is incomplete or invalid, Address - The City is missing and is a required field, Address - The address needs a first line added (Line 1) or Address - the Post/Zip code is invalid and is a required field | Add the missing country, city, first line or postcode or ZIP code. This applies to every address in the customer's address book, including second and older addresses: an incomplete second address causes an error even when the default is complete. Complete it or delete it. |
| Tagged b2b-trade but no first or last name, or the same message with another group tag | Add the customer's first and last name. |
Invalid customer group, such as {"code":"resource-id-not-found","message":"Invalid customer group "tier-1"."} | The customer has a tag, such as b2b-tier-1, that doesn't match any group at Customers,Groups (opens in your SparkLayer Dashboard in a new tab), for example because the group was deleted. Fix the tag, or create the group. |
| Not in the list at all | Add the b2b tag. Only customers tagged b2b sync. |
If a customer still won't sync, check whether their email address changed recently. It shouldn't cause problems, but it sometimes affects syncing.
Customers with a sales agent groups metafield
Older setups used a sales agent groups metafield (sparklayer.sales_agent_groups) on each customer. If customers with it don't sync, check the metafield's definition in Settings,Custom data (opens in your Shopify admin in a new tab) is set to Limit to preset choices. See Set up the sales agent groups metafield.
BigCommerce, Wix, WooCommerce, Magento only
Fix each customer in your platform's admin. Check they're marked as B2B for your platform and have a complete address. On Wix, they must also be a Site Member. See Assign customers to a customer group.
Wait for the next sync
Fixed customers sync on the next partial sync. You don't need to start it yourself. If a customer still hasn't synced after you've fixed them, contact support.
Check it worked
- Product sync shows Products are up to date, and Product data lookup finds the product.
- The customer appears at Customers (opens in your SparkLayer Dashboard in a new tab), with the right customer group in the Group column.
- The customer signs in and sees B2B prices on the product.
If something's not right
- Product data lookup says "No products found". See Product data lookup says "No products found".
- A customer isn't in the Customers list. See A customer isn't in the Customers list.
- You can't choose a pricing source for an automatic price list. SparkLayer can't find SKUs on your store. See You can't choose a source for an automatic price list.
- The customer synced but sees no B2B prices. See Customers can't see B2B prices.
Next steps
Last updated