Order status deduplication
BigCommerce fires bothstore/order/refund/created and store/order/statusUpdated when a refund is processed. The connector intentionally ignores statusUpdated events where the new status is Refunded (4) or Partially Refunded (14). The refund/created event is the authoritative source for refund processing. If your webhook logs show statusUpdated being silently dropped for refunds, this is expected.
Order processing is asynchronous
Orders are not sent to Engage the moment the webhook arrives. The connector stages the order and processes it asynchronously. This means there is a small delay between a BigCommerce order event and the order appearing in Engage. If processing fails, the event is retried automatically up to 10 times. If all retries are exhausted, the order record is marked as failed and requires manual investigation.Product tracking retries
If the Collect API returns a 5xx error when receiving a product view event, the connector retries the request up to 3 times. If all retries fail, the event is dropped. Cart tracking does not use the same retry mechanism — check your internal error logs if cart events are not appearing in Engage.Multi-channel configuration is required
If a BigCommerce store uses multiple sales channels, each channel must have its own configuration and site record. A webhook that cannot be matched to a specific channel is dropped. Forstore/customer/created events that don’t carry a channel_id, the connector fetches the customer from BigCommerce to resolve the channel — this adds one extra API call per event.
Phone number validation
Phone numbers are validated against the customer’s country code. Numbers that fail validation are stored asnull rather than saved in an invalid format. If a customer has no address on record, the country code is unknown and the phone number is omitted.
Category name limit for product tracking
When resolving category names for a product view event, the connector uses the last 5 category IDs from the product’s category list (most specific). The resulting joined string is capped at 255 characters. If the product has no categories in BigCommerce, the connector falls back to extracting a category name from the product URL path.Cart and product tracking with anonymous visitors
The storefront tracking payloads accept acontactId field. If the visitor is anonymous (no contactId), the event is still forwarded to Engage — Engage handles anonymous session tracking on its end. The store/cart/converted webhook is used to retroactively link an anonymous cart to a contact when the customer completes checkout.