With the Syncore + Commercio Integration, you can Sync order data across your online and offline sales channels.
Are online programs testing your processes and technology? Are inefficiencies with spreadsheets and manual data entry making it hard to provide good customer outcomes as your company store sales increase?
Managing stores, inventory, transactions, and fulfillment with disconnected systems and manual processes is challenging for growing promo distributors.
With consumer expectation at an all-time high, distributors must implement the right technology to compete.
This integrating allows distributors to automate processes across channels— improving operations and customer experience.
Benefits
- Eliminate manual processes, so you can scale your online programs.
- Deliver quicker order turnaround to your clients.
- Increase employee productivity and customer satisfaction.
- Keep your teams on the same page no matter which system they're working in
Why Syncore + Commercio?
Keep data clean and automatically flowing from your online programs to your order processing workflows.
- No manual steps to get Commercio orders into your Syncore CSR workflow.
- Commercio Company Store orders import into Syncore in real time.
- No technical resources needed to get started.
How Does it Work?
Order Workflow
- When a Company Store order is moved to Order Placed status in Commercio, that order automatically flows into the Syncore CSR workflow in V1.
- As the order is updated in Syncore, that information is automatically updated in Commercio, so accurate information is displayed in both systems.
- Inventory is managed in Commercio.
What Happens when an Order is Placed
What happens when an order is placed?
Setup Syncore Integration
Follow the steps below to get started with Syncore Integration.
- Syncore and Commercio handle tax calculations differently. When you are setting up your integration, make sure to enable taxes on shipping and handling for all states and provinces. See Store Level > Settings > Tax Settings.
- This version of the integration does not support batch orders. Each individual order that is created on the storefront will create one order in Syncore. If you prefer to batch orders, this version of the integration is not right for you at this time.
- Separate integration is needed for each Store.
- The API key is the same for all the stores. The Store numbers differ, but the API key is the same.
- Note that when you are creating product variants, if you select a Size or a Color, it is put through as a Size or Color. If you select Radio Button or Drop-Down, it is put through as the name and option, and will show up on orders as Comments.
- Make sure you use the exact same spelling for credit card types. For example, if you spell out "MasterCard" in Syncore, you will need to spell out "MasterCard" in Commercio as well. Likewise, if you use "MC" in Syncore, use "MC" in Commercio as well.
Steps for setting up your integration
1. Locate your API key
This is a one-time setup, as your API key will be used for all of your stores.
2. Submit the Commercio - Syncore Store Integration Form to get your Store ID.
After you submit the form, the support team will setup your store and generate a Store ID. You will receive a notification when the Store ID is ready. Click this link to access the form: Commercio - Syncore Store Integration Form
3. Setup in Commercio
1. Navigate to Syncore Settings in Commercio at the Organization level, enter your API key and click Save to move to the next screen.
2. At the Store level, enter the Store Identifier provided by the support team. You Do not need to Enable the store at this time. You can return to this screen to Enable and enter a Starting Order Number when you are ready to start syncing orders.
3. Select whether or not you want credit card payments to sync.
Syncing credit card payments means the payments placed on the store by your clients will be posted as payment on the Sales Order in Syncore upon creation.
4. You Do not need to enter a Starting Order Number at this time. You can return to this screen to Enable and enter a Starting Order Number when you are ready to start syncing orders.
5. Click Test Connection and Save.
6. When you are ready to start syncing orders, return to Syncore Settings in Commercio at the Organization level to enter your Starting Order Number and Enable the integration.
Verify that taxes are enabled for all states and provinces in Store Level > Settings > Tax Settings.
• To find the jobs that need to be actioned, your CSR should use the V1 job tracking queue and ensure they change the Job Classification to “Programs Only”
• Do not repeat the Job in Syncore. If you are needing to split the order for stock and non-stock items it’s recommended to duplicate the Sales Order on the same job and update them accordingly. This will ensure the status in Commercio does not change to Fulfilled until this order has been Delivered in Syncore. If you repeat the job and make changes to it, Commercio will not know about this new Job.
• If you are paying commissions on these orders and products have inventory on them you should add in under Misc Charges the amount of the inventory cost so that the margin on the job is accurate (as there not be any Purchase Orders on this Job since the items are in stock).
• If your CSRs are unfamiliar with V1 they can review the videos available in Syncore Resources >> Onboarding >> CSR >> Order Processing (V1 legacy) section.
Sample Integration Form
Click this link to access the form: Commercio - Syncore Store Integration Form
View Order Updates in Commercio
You can view the status of synced orders on the Order Fulfillment page in Commercio.
Updates to the Order Fulfillment page specifically related to Syncore integration include:
- New In Progress status for orders.
- Integrated store filter.
- integrated store indicator
- Warning icon.
Updates to the Order Details (On the Order Fulfillment screen, click the Edit icon to view order details) page specifically related to Syncore integration include:
- Log for sync.
- Error messaging.
- Ability to re-try a sync.
Syncore Integration Troubleshooting and FAQs
Why are my tax calculations different in Syncore than they are in Commercio?
Commercio and Syncore calculate taxes differently. Make sure taxes on shipping and handling are enable for all states and provinces in Commercio to prevent this conflict. Go to Store Level > Settings > Tax Settings to enable.
Why did my first order fail to sync? (error message "Contact Creation failed - Forbidden on mm/dd/yyyy hh:mm)
If your first order failed to sync, check to make sure you have WRITE enabled on the API settings in Syncore.
Why are my orders not syncing?
If it is your first order, make sure you have WRITE enabled on the API setting in Syncore. Otherwise, there could many reasons:
- Integration is not enabled
- The order number for this order is before the starting order number in the Syncore settings
- Incorrect store ID is setup in Syncore settings – reach out to our Syncore concierge team to confirm this number for your store
- The order is not in “ordered” status – perhaps payment has failed or requires manager approval
Why is the vendor showing up as a hidden line item in Syncore?
If you are seeing the vendor's name appear as a hidden line item on the Sales Order for the product, it’s due the integration not being able to find the vendor in Syncore. You need to ensure the spelling of the vendor's name in Commercio is spelled out exactly as it’s defined in Syncore. When this matches, you will see the vendor's name will appear in the proper location.
Why are my credit card payments are failing to sync?
Review the Syncore integration details and if you see this message “Payment Creation failed – The CreditCardType not found in Syncore” it means you need to update the credit card type defined in Syncore. Please reach out to Syncore Concierge team to have this updated. These are the definitions that must be set:
- Visa
- MC
- Amex
- Discover
Why are all my payments not syncing?
The only payment types being synced are Credit Card Payments. Payments done via Purchase Order, Gift Cards, Points are not being recorded as payments on the Sales Order in Syncore. The method of payment is always reflected on the Sales Order under “Instructions for Customer Service Reps”.
Why am a seeing “…” at the end of text in Syncore?
If you are seeing “…” at the end of any text in Syncore this is due to the length of the text being too long for Syncore. Rather than failing to sync the order, we have shortened the text by 3 characters and replaced with the “…” so you are aware there is some missing text. Review the order in Commercio to obtain the details.
Here are some places where you may see this:
- Product name (limit is 50 characters) – you may want to shorten your product name in Commercio
- Product options label (50 characters)
- User input on product options (50 characters)
- Product SKU (40 characters)
- Contact first name and last name (45 characters each)
- Address (50 characters)
I have color and size enabled on the product but’s not syncing correctly?
When creating your products, make sure to use the Color Swatches and Size options to define colors and sizes. Do not use Drop Down or Radio Button and label them color or size – these will appear as comment line items on the Sales Order in Syncore and not as true color and size line items.
My orders are not being created with the proper information.
Upon initial setup of the integration, you completed a form to indicate default settings for this store. This information is used for creating the client and job in Syncore. If this information needs to be updated, please reach out to Syncore Concierge team to update the store settings. These are some of the items:
- Primary, Secondary Rep and Split
- Commission Code
- CSR
- Payment terms, delinquency and credit limits
- Job type
- Estimated delivery days
What are my taxes not matching?
It’s possible you may see some slight differences in tax calculations as Commercio uses Tax Jar and Syncore uses Avalara for its tax services.
- If you are noticing totals are off by $0.01 it’s due to rounding. Reach out to Syncore Concierge team and there is a setting in AvaTax that can be changed to handle this.
- If you have setup custom tax rules in your AvaTax account, these will only be applied to the Syncore orders and not available in Commercio
- Given your orders are being put into Syncore and where your revenue is being recorded you should use the tax amount as generated by AvaTax. This may mean you need to post an adjustment on the Sales Order payments to flush out the difference for sales tax.
- If you are seeing large differences, please reach out to our support team so we can investigate.
Why can’t I edit my orders in Syncore V2?
At present the Store/Program orders are managed in V1. You are able to view store clients and jobs in V2 but at present they are not editable as the store functionality has not yet migrated to V2.
My orders are staying in Pending status in Sycnore?
You are likely seeing your job still in “Pending” status in Syncore (instead of standard “Submitted”) due to failing to record payment. Please review xxx for help in troubleshooting this one
How can I enable taxes for states and provinces in Commercio?
Go to Store Level > Settings > Tax Settings.
Why is the company name the same as the contact name?
This is because the company name was provided upon checkout. When an order is created on the checkout page the company name is not a required field. Syncore requires a company name, so if that is not provided, Syncore will create the contact with the company name of "first name + last name". So it appears to be doubled up in the client file.
Where can I find the Integration Form?
Click this link to access the form: Commercio-Syncore Store Integration Form
How does the Syncore/Commercio integration work?
See Syncore Integration Workflow.
Where can I find the log?
Syncore Integration Details are provided at the bottom of the Order Details page for every order. The log identifies errors that occurred.
On the Order Fulfillment screen, click the Edit icon to view order details.
Where do I find my API key?
Your API key can be found in Syncore.
Click here to access the Syncore Knowledgebase and go to Syncore > Syncore Settings > API.
How do I get my Store ID?
Submit the Sample Integration Form to get your Store ID.
After you submit the form, the support team will setup your store and generate a Store ID. You will receive a notification when the Store ID is ready.
Where can I view order updates?
On the Order Fulfillment screen, click the Edit icon to view order details.
How do I start syncing orders?
After completing the setup process, and you are ready to start syncing orders, return to Syncore Settings in Commercio at the Organization level to enter your Starting Order Number and Enable the integration.
What’s the trigger to sync the order?
“Ordered” status and integration enabled and order number must be higher than starting number defined in settings.
How are orders synced?
Each individual order that is placed on the store will create a Job in Syncore. At present there is no ability to batch orders.
What client are the orders assigned to in Syncore?
Each buyer will be setup as a client in Syncore under the store (program). When subsequent orders are placed for this client, the client file will be updated with the latest information provided in the order.
What does the order look like in Syncore?
The Job will be created in Syncore with the description of the store name and order number. A Sales Order is created containing the details of the products ordered by the client nested line items with appropriate details of color/size and additional variants ad defined in the product configuration.
How are inventory products handled?
For products that are flagged as inventory, a hidden line item will be added to the product on the Sales Order to indicate to the user this product is a stocked item.
What status is the Job in Syncore?
Upon successful creation of the order in Syncore including posting credit card payments (if applicable), the Job status will be set to “Submitted”. It is ready for your CSR to process the order and will appear in the V1 Job Tracker queue.
How do my CSRs manage the Job in Syncore?
Your CSRs will need to manage these orders in Syncore V1. The orders will appear in their Job Tracker Queue and a tip would be to have them filter for “Program” orders under the Job Classification, so they don’t see the Drop Ship order in their queue in V1 (as they are managing these ones in V2).
When does my order change to “Fulfilled” status?
When your CSR has ensured the products have shipped to your client, they will change the Job status in Syncore to “Delivered”. Once this is done, the status of the order in Commercio will change to “Fulfilled”. This check is done daily at 8am EST (confirm this).
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