Frequently Asked Questions

Inventory synchronization frequency depends on your specific configuration and business needs. Here's how it typically works:

Stock Control: Both your e-commerce platform and ERP system maintain their own inventory records. When stock levels are updated in your ERP system, this information automatically propagates to your connected e-commerce store(s).

Synchronization Options:

• On-demand: Immediate updates when inventory changes occur
• Scheduled intervals: Regular updates at set times (hourly, daily, weekly, or monthly)
• Real-time: Continuous synchronization for businesses requiring immediate accuracy

The optimal frequency depends on factors like your inventory turnover rate, sales volume, and how critical real-time stock accuracy is for your business operations. Most businesses find that hourly or daily synchronization provides the best balance between accuracy and system performance.

Yes, absolutely. When an order is fulfilled in your host system (ERP), all relevant fulfillment information automatically propagates back to your e-commerce store, including:

• Shipping address confirmation
• Tracking numbers from your carrier
• Ship dates and delivery estimates
• Carrier information

This information is then made available to your end customers through your store's standard order tracking features, such as:

• Order status pages in their account
• Automated shipping confirmation emails
• SMS notifications (if configured)

The integration ensures your customers always have access to real-time tracking information without any manual intervention required on your part.

Order Synchronization automatically transfers orders between your e-commerce store and ERP system once both platforms are properly configured.

How it works:

• Initial synchronization: The first run retrieves all orders from the past 3 days to ensure complete order capture
• Ongoing monitoring: Subsequent synchronizations continuously monitor for new orders within a 3-day rolling window
• Fail-safe design: The 3-day lookback period ensures no orders are missed, even if there are temporary connectivity issues

This automated process runs continuously in the background, providing reliable order transfer without manual intervention while maintaining data integrity across your systems.

Yes, absolutely. Thanks to our internal ID mapping system, you can rename any SKU in your host system without any disruption to your store operations.

When you rename a SKU, ResponsiveWorks Integration Hub will:

• Maintain complete inventory accuracy across all channels
• Preserve your existing product catalogs and listings
• Keep all historical order records intact and accessible
• Automatically sync the new SKU name to your connected stores

Note: The sync may take a few minutes to propagate depending on your configured sync frequency, but no manual intervention is required on your part. This pertains to having Product Sync enabled on the store.

When a store is linked and product/inventory synchronizations are enabled, the system follows this process:

• Existing SKU Match: If a product SKU already exists in your store, the system will automatically link it to the corresponding ERP product without making any changes to the existing store product record
• Product Data Protection: Your existing product information (descriptions, images, pricing, etc.) remains completely unchanged during the linking process
• Inventory Updates: When inventory synchronization is enabled, existing linked SKUs will immediately receive updated inventory levels from your ERP system

This ensures a smooth integration without disrupting your existing product catalog while establishing the necessary connections for ongoing synchronization.

Absolutely! Your setup is perfectly valid for fulfillment-only scenarios.

Product and Inventory Sync options are optional in ResponsiveWorks Integration Hub. For customers where you don't manage their catalog or inventory and are providing straight fulfillment services, the system works as follows:

• The Hub periodically searches for new orders to process
• Every SKU in an order is searched against your NetSuite system
• A Sales Order is created in NetSuite based on the SKUs that are found
• Item Fulfillment then periodically searches NetSuite for updates based on the Sales Orders that the Hub created

Important considerations:

• Items that don't exist in NetSuite (like your non-fulfillment items) will be skipped during order processing
• Matching items (like your Shopify/NetSuite example) will process correctly as long as the SKUs match exactly

Best practice recommendation: While not mandatory, enabling Product and Inventory sync can help eliminate SKU naming discrepancies by making NetSuite your single source of truth. However, your current approach works well for fulfillment-only partnerships.

When you cancel your ResponsiveWorks Integration Hub subscription, here's what happens to your data:

Immediate Effects:

• All active data synchronizations between your e-commerce store and ERP system will stop immediately
• You will lose access to the Integration Hub dashboard and all platform features
• Scheduled imports/exports and automated workflows will cease

Data Retention Period:

• Your integration configurations, mapping rules, and historical sync logs are retained for 30 days after cancellation
• During this grace period, you can reactivate your subscription and resume operations without losing your setup
• No new data will be processed during this retention period

After 30 Days:

• All your data, including configurations, mappings, and logs, will be permanently deleted from our servers
• This deletion is irreversible and cannot be recovered

Before Canceling:

We recommend exporting any important configuration settings or reports you may need for future reference. Contact our support team if you need assistance with data export or have questions about reactivating your account.

Note: Canceling your Integration Hub subscription does not affect the data in your original systems (Shopify, BigCommerce, NetSuite, etc.) - only the integration data and configurations stored on our platform.