Troubleshooting Sync Issues Between Pulse Commerce and Connected Sales Channels – Pulse Commerce Help Center

Identify and resolve synchronization issues between Pulse Commerce Order Management System (OMS) and your connected sales channels. Ensure seamless data flow for accurate inventory management and order fulfillment across all platforms.

Note: Before troubleshooting, check Down Detector to verify whether your integrated platforms are experiencing API outages. If widespread issues are reported, contact your sales channel's support team or wait for their services to be restored before proceeding with these troubleshooting steps.

🔍 When to Use This Guide

Use this troubleshooting guide when experiencing:

Order sync delays: Orders placed on sales channels don't appear in Pulse Commerce OMS promptly or at all
Inventory discrepancies: Inventory levels shown in sales channels don't update according to OMS stock changes
Product data failures: SKUs, descriptions, or prices fail to sync correctly between platforms
Integration errors: Error messages or failed updates appear in Pulse Commerce integration logs

What You'll Need:

Admin access to Pulse Commerce OMS
Access to your sales channel platform(s)
API credentials for connected channels
Product SKUs experiencing sync issues

Important: Synchronization issues can lead to overselling, stock discrepancies, and fulfillment errors. Address these promptly to maintain operational efficiency.

🔧 Step 1: Basic Troubleshooting

Check for Platform Updates

1Review recent permission changes on connected sales channels

2Check for platform updates that could affect connectivity

3Confirm no API version changes have occurred

Refresh System Data

1Clear your browser cache

2Refresh the Pulse Commerce dashboard

3Confirm you're viewing the latest synchronized data

Pro Tip: Take screenshots of error messages before proceeding. These will be helpful if you need to contact support later.

🔍 Step 2: Verify Product Data Consistency

Check Product Configuration

1Navigate to Products and locate the affected product

2Open the product in Product Editor

3Go to Advanced tab → Edit Custom Product Attribute

Verify Marketplace Active Status

1Locate the [Marketplace] Active attribute (e.g., Amazon Active or Shopify Active)

2Ensure the value is set to 1

3If set to 0 or left empty, the product will be excluded from sync

Common Issue: Products with inactive marketplace attributes will not synchronize, even if all other settings are correct.

Confirm SKU Matching

1Verify product SKUs match exactly between Pulse Commerce OMS and sales channels

2For Shopify, check the Shopify SKU attribute in Product Editor → Advanced tab

3Ensure no extra spaces, special characters, or case differences exist

Review Product Identifiers

Confirm all product identifiers are consistent:

SKU: Must match across all platforms
Barcode/UPC: Should be identical if used
Product ID: Verify mapping is correct

🌐 Step 3: Check Network and API Limitations

Verify Network Connectivity

1Confirm stable internet connection

2Check for firewall restrictions that might block API calls

3Test connection to sales channel platforms

Check API Rate Limits

1Check sales channel platform documentation for rate limit thresholds

2Verify you haven't exceeded daily or hourly API call limits

What You'll See: If rate limits are exceeded, sync may pause temporarily. Check logs for "rate limit" or "throttling" messages.

Review API Response Times

1Check integration logs for slow response times

2Identify if specific endpoints are experiencing delays

3Note any timeout errors in the logs