User Guide

How to Create your Account

The first step to start syncing your products from Epicor p21 to BigCommerce Store would be to create your account with Silk!

Create Your Account Here

1. Click the " Register " button

   

2. Fill in this information, choose the E-Commerce Type and Business Type according to the actual situation.

3. Then click the " Register " button. Please wait for 10s, it will redirect to the login page.

   

Having trouble logging in? Click on 'Forgot Password?' to reset your account.

Click on 'Forgot Password?' to reset your account.

• When you forget the Account Password, click the "Forgot Password" button to reset the password.

  

• Jump to the Forgot Password Page. Enter your email address and verification code.

  

• Afterwards, get into your email to check it and click the 'Change Password' button to jump to the Reset Password page.

• Enter your new password and confirm your new password again

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Step-by-Step Guides

Login

Fill in email and password and click the "Login" button.

If you got troublesome when login to ShopHive, feel free to reach out to our support team.

Connector Settings

1. Fill in ERP Connection configuration information
2. Fill in BigCommerce Store Connection configuration information (Please refer to BigCommerce Store Configuration for specific operations)
3. Click on 'Test Connection' to test
4. Click "Save"

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BigCommerce Store Configuration

This section provides step-by-step instructions for accessing the store's data through the BigCommerce API.

info

To obtain the API Access Token/API key/API secret key, you must first create a BigCommerce API account in the BigCommerce store backend.

API Account Creation Workflow:

In the BigCommerce store sidebar: click Settings tab > click Store-level API accounts > Then click the 'Create API accounts' CTA button.

1. Click on the 'Create API account' button.

2. Fill in the " Name " with any name you would like.

3. Check the permission multi-select boxes shown below and click the 'Save' button to save all the settings.

The API permissions that are needed:

Customers modify

Information & settings read-only

Orders modify

Order transactions modify

Products modify

Channel settings read-only

Channel listings read-only

Store Locations read-only

Store Inventory modify

Fulfillment Methods read-only

Order Fulfillment modify

1. After you click save, the BigCommerce API credentials will be generated
2. Copy the API credentials and input it into the required fields of the connector.

Note:

API access token and key(s) can only be viewed once. If it fails to be copied and stored successfully, you will need to delete the app and reinstall it.

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How to Sync Products

warning

This section introduces the product module, which primarily encompasses the product list, imports P21 products, sync products to BigCommerce, as well as a filter function.The product list displays the basic information of products fetched from P21. It allows for individual product updates, push product, and view details.

Import Products

When you first access your account, your products and dashboard tabs will be blank. You will need to "pull" products from Epicor P21 into the ShopHive for the first time and then "push" them to BigCommerce.

To "pull" products from BigCommerce into ShopHive:

1. Click the "Import P21 Products" button at the top of product list.

2. The pop up displays prompt information. "Are you sure to import products from p21"
3. Choose the date range to pull products from P21. If you don't choose the data range, you will pull all products from p21 into ShopHive.
4. Click on the "ok" button, a corresponding pop-up message will appear prompting the start of the pull product task. And then refresh this page, you will see your product on this page.

5. If you pull products successfully, you can see the products imported from p21 in the product list.

• Item ID
• Description
• Price
• Last Maintained By
• Class ID
• Selling Unit
• Purchase Unit
• Stock Information
• Weight
• Net Weight
• BigCommerce Status
• Action
  • View Details
  • Sync Products
  • Update Product

Import P21 Inventory

1. When you click the "Import P21 Products" button at the top of product list.The inventory information (Location ID/Qty on Hand/Qty Allocated) imported from p21 will be displayed in the product list.

notes

• The actual inventory synced from P21 to BigCommerce is equal to Qty on hand minus Qty Allocated
• Qty on hand:Total quantity of P21 products
• Qty Allocated:Quantity already sold

Sync Products:

"Pushing" a product will sync your product from ShopHive to BigCommerce Store.

Push One Product:

Check off the box next to the product description -> (...) under 'Actions' -> "Sync Product"

Push Multiple Products:

Check off the box next to the multiple product description -> Click the 'Import P21 Products' on the top of product page.

Sync Products to BigCommerce:

Import Product by CSV

Importing products into your online store has never been easier. ShopHive lets you quickly upload multiple products at once using a CSV file.

What is a CSV File?

A CSV (Comma-Separated Values) file is a simple text file that contains product data, organized in rows and columns. You can create and edit it using Excel, Google Sheets, or any text editor.

Step 1 — Download the CSV Template

1. Navigate to → Products → Import Products.

2. Click Download Template to get the correct file format.

3. 

tip

1. Using the template ensures your data matches ShopHive's required format.

2. Users can choose whether to import inventories with products a. If with, please input inventory tracking(number) and toggle on the button. b. If not, please leave the inventory column empty and toggle off the button.

3. If the user toggle off and import products without CSV, please go to the Inventory tab on the left sidebar, and import inventory separately.

Step 2 — Fill in Your Product Information

note

Optional fields can be left blank if not needed.

Open the downloaded CSV file and fill in your product details. Common fields include:

CSV Content (BigCommerce Feed)

Column Name	Description	Example 1
Title	The name of the product displayed on your store and product detail pages.	116-test-mobile-phone-case
Body (HTML)	The product description. Supports HTML formatting for rich text (bold, lists, links, etc.).	Mobile phone case/
Vendor	The name of the product’s manufacturer, supplier, or brand.	shopify Ai app test
Product Category	The standard product category from Shopify’s taxonomy used for classification (e.g., “Apparel & Accessories > Clothing”).	Electronics Communications Telephony Mobile & Smart Phone Accessories Mobile Phone Cases
Type	A custom category or product type used for grouping within your store (e.g., “T-Shirt”).	test pull product
Tags	Keywords used to help with search filtering on your store. Separate multiple tags with commas.	"Conquer the snow with our top-notch snowboard!", "Ride the slopes with our high-performance snowboard!"
Published	Determines if the product is live on your storefront. Set to “TRUE” to publish.	TRUE
Option1 Name	The label for the first product option (e.g., “Size”).	Size
Option1 Value	The value for the first product option (e.g., “Medium”).	125cm
Option2 Name	The label for the second product option (e.g., “Color”).	Color
Option2 Value	The value for the second product option (e.g., “Blue”).	blue
Option3 Name	The label for the third product option.
Option3 Value	The value for the third product option.
Variant SKU	The unique identifier for a specific product variant, used for inventory and tracking.	BDA24015Y2
Variant Grams	The weight of the variant in grams, used for shipping calculations.	272.155422
Variant Inventory Tracker	Indicates if BigCommerce or an external service tracks inventory (e.g., “shopify”).	shopify
Variant Inventory Qty	The current stock level of the variant.	970
Variant Inventory Policy	Determines behavior when inventory reaches zero (“deny” = cannot sell; “continue” = allow overselling).	deny
Variant Fulfillment Service	The service used to fulfill the variant (e.g., “manual” or a third-party fulfillment provider).	manual
Variant Price	The selling price of the variant.	0.01
Variant Compare At Price	The original price shown alongside a discounted price (optional).	2.30
Variant Requires Shipping	TRUE/FALSE. Indicates if the variant is a physical product that requires shipping.	TRUE
Variant Taxable	TRUE/FALSE. Indicates if the variant is subject to tax.	TRUE
Variant Barcode	Barcode or identifier (e.g., UPC, ISBN) for the variant.	89898989
Image Src	The URL of the product image.	https://cdn.shopify.com/s/files/1/0828/2688/7466/files/A164-ENJP_20_22_02_24V320_1_-dsvislhk
Image Position	The order in which the image appears in the product gallery.	1
Image Alt Text	Descriptive alt text for the image to improve accessibility and SEO.	Cover
Gift Card	TRUE/FALSE. Marks the product as a gift card.	TRUE
SEO Title	Custom title tag for the product page (optional, for search engine optimization).	"Extreme All-Mountain Snowboard with High Performance Features for Thrilling Winter Adventures"
SEO Description	Meta description for the product page (optional, for search engine results).	Snowboarding is a thrilling winter sport.
Google Shopping / Google Product Category	Google-defined product category for shopping feeds.
Google Shopping / Gender	Intended gender audience for Google Shopping (e.g., “male”, “female”, “unisex”).
Google Shopping / Age Group	Target age group for Google Shopping (e.g., “adult”, “kids”).	Adult
Google Shopping / MPN	Manufacturer Part Number for Google Shopping.
Google Shopping / AdWords Grouping	Custom grouping field used in Google AdWords campaigns.
Google Shopping / AdWords Labels	Tags to filter products within AdWords.
Google Shopping / Condition	The product’s condition for Google Shopping (e.g., “new”, “used”).	New
Google Shopping / Custom Product	TRUE/FALSE. Indicates if the product is custom-made.
Google Shopping / Custom Label 0	Additional custom fields for Google Shopping segmentation.
Google Shopping / Custom Label 1	Additional custom fields for Google Shopping segmentation.
Google Shopping / Custom Label 2	Additional custom fields for Google Shopping segmentation.
Google Shopping / Custom Label 3	Additional custom fields for Google Shopping segmentation.
Google Shopping / Custom Label 4	Additional custom fields for Google Shopping segmentation.
Variant Image	The specific image associated with a variant.
Variant Weight Unit	The unit of measurement for weight (e.g., “g”, “kg”, “lb”, “oz”).	lb
Variant Tax Code	Tax code for automatic tax services (if applicable).
Cost per item	The product’s cost to you (for margin and profit reporting).
Price / International	The variant price for international markets (if using international pricing).	TRUE
Compare At Price / International	Original international price for comparison with discounted price.
Status	Product visibility status: “active”, “draft”, or “archived”.	active

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Step 3 — Upload Your CSV File

1. In the Import Products page on ShopHive, click Upload CSV.

   

2. Select your completed CSV file.

3. Click Next to preview your data.

   

What happens if I upload the same SKU twice?

→ ShopHive will update existing products with the same SKU instead of creating duplicates.

Can I import product images ?

→ Yes! Add image links in the Image URL column. Make sure they are publicly accessible.

How to Sync Customer

When P21 customers are imported into ShopHive, they are automatically pushed to your BigCommerce Plus store as BigCommerce companies.

Flow

1. P21 customers are imported into ShopHive (manually or automatically).
2. ShopHive attempts to create corresponding companies in your BigCommerce store using the available data.
3. if the sync is successful:

• The BigCommerce Company ID and Company Name will be displayed in the company list within ShopHive.

  

Users only need to click the "Import P21 customers" button to sync manually for the first time. After that, ShopHive will automatically update every 1 hour.

Synchronization process

1. Create a company in BC (B2B) using P21 "erp_customer_id" -> BC (B2B) returns "BC_company_id".
2. BC creates an order -> queries "erp_customer_id" using "bc_company_id" and synchronizes the order to this customer.
3. If "BC_company_id" does not have a corresponding "erp_customer_id", synchronize the order to a fixed P21 customer.
4. When creating a Company in Bundle B2B, there must be an Admin User. So we use a virtual email to create a super admin for the bundle B2B company, in order to create the company. a. virtual email: "P21 customer id + @silkcommerce.com" b. Email suffix can be changed in settings

info

1. The customer on P21 does not have an email, only the contact on P21 has an email.
2. For the B2B model, P21 customers correspond to the e-commerce company, which must have an email address.
3. Handling method: Since the contact of P21 has an email, it defaults to the email of the first contact of P21 customer or the user can choose to fill in their own email.

Retrying Failed Syncs

If a customer sync fails or remains unsynchronized, you will see a status indicator.

• Click "Retry to BigCommerce" to reattempt sending the customer data to BigCommerce.

Failed Reasons for Sync Customer:

• Clicking on the error icon will result in a pop-up window displaying detailed error information

  Error Message (errMsg)	Description
  Admin user's already in another company	This company admin users' emails and information already exist in another company.
  Admin user not exist	Cannot find contact beyond this P21 customer.SHopHive will create virtual contact as Bundle B2B company admin user.
  Admin user's already in another company	This company admin users' emails and information already exist in another company.(Bundle B2B requires)
  [{"field":["input","companyLocation","shippingAddress","zip"],"message":"Zip is invalid","code":"INVALID"}]	Your shipping address Zip Code is invalid. Please modify your ShipTo on Epicor P21.

How to Sync Contact

Import P21 Contact to ShopHive ERP Link:

• Click the 'Import P21 contacts' button to pull contacts for the first time.
• Afterwards, P21 contacts will automatically synchronize.
• Automatically pull contacts every hour.
• Automatically push contacts to BigCommerce every half-hour.
• Display the imported P21 Contact information in the ShopHive Contact Grid

Sync P21 Contact to BigCommerce:

• When p21 contacts are imported into ShopHive, they will be automatically pushed to the BigCommerce store.
• Map P21 contact to BigCommerce customer fields

Synchronization process

1. Create a company user on BigCommerce using P21 "erp_contact_id" -> BigCommerce returns "bc _customer_id".
2. BigCommerce creates an order -> queries "erp_contact_id" and "erp_customer_id" using "bc _customer_id", and synchronizes the order to specific contacts and customers.
   1. Contact has a corresponding Customer in P21, which corresponds to "erp_customer_id" and "erp_contact_id".

Note

1. When synchronizing contacts, first we will check if the company corresponding to the contact exists in BC. If it does not exist, contact synchronization will not be successful. If it exists, we will synchronize the contact with the company user under the corresponding company
2. If there is no email address for contact in p21, create a virtual email address for contact through the settings email configuration a. virtual email: "P21 contact id + @silkcommerce.com" b. Email suffix can be changed

Failed Reasons for Sync Contact:

• Clicking on the error icon will result in a pop-up window displaying detailed error information

Error Message (errMsg)	Description
	Contact's email already existed in Ecommerce
	User needs to sync company that contact belongs to first
	The required field is empty.

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How to Sync Address

Import P21 Address to ShopHive ERP Link:

• P21 ShipToAddress will automatically synchronize.
• Automatically pull ShipToAddress every hour.
• Automatically push ShipToAddress to BigCommerce every twenty minutes.
• Display the imported P21 Address information in the ShopHive Contact Grid.

Sync P21 Address to BigCommerce:

• Create a corresponding company address for the pulled address information on BigCommerce.
• Billing Address using Basic Information (P21 Customer Address)

• Shipping Address using Shipto Address

Failed Reasons for Sync Address:

• Clicking on the error icon will result in a pop-up window displaying detailed error information

Error Message (errMsg)	Description
	BigCommerce requires country or country code to create an address.Please add country information for ShipTo in P21.
	That address's related company has not been created by BigCommerce.
	The shipping address is missing a country code. Please provide a valid country. Country Code: Ensure the address includes a valid ISO 2-letter country code. ✅ Valid: "US", "CA", "GB","United States" ❌ Invalid: "123", or blank values
	The billing address phone number format is invalid. Ensure the phone number follows international or local format standards. Contains only numbers (and optionally, symbols like +, -, or spaces) Has the appropriate length and country code prefix if required

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How to Sync Orders

Import Orders to ShopHive ERP Link:

• After creating an order on the BigCommerce Store, it can automatically be imported into the ShopHive ERP Link.

Sync orders to P21 automatically

• After an order is imported into the ShopHive ERP Link, it can automatically synchronize the order to P21.
• If the order is not synchronized successfully, show failed message for order syncing.
• Click on the error icon , the Popup displays synchronization failure information.

Failed Reasons for Sync Orders：

Error Message (errMsg)	Description
	The order references a customer that hasn’t been synced from BigCommerce to P21. Sync the customer first
	The field ZipCode must be a string with a maximum length of 10.
	There is an issue with the p21 server.
1: Item is not valid at location. 2: This customer requires a customer PO number.	1: The item in the order is not assigned to the warehouse/location in P21. Check item availability settings. 2: The customer profile in P21 mandates a purchase order number. Ensure the order includes a PO number.
	The product is linked to an invalid or unrecognized product group in P21. Confirm the product group ID.
	P21 requires either an Item ID or Inv_Mast_UID to be defined. Ensure this field is set properly.

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ShopHive Overview

Home

Orders

Filter Orders based on condition

• Tabs - Order Status
  • All / Not Synced / Synced / Sync Failed
  • The order status includes "All", "Not Sync", "Synced", and "Synced Failed". Based on the order status, display the corresponding order .

• Allow users to filter orders based on the following criteria:
  • Search - BigCommerce Order ID / Customer / Store Name / Email
  • Order Date
  • Order Status

Order List

• The information contained in the order table
  • BigCommerce Order ID - The BigCommerce order id of the order, that is the original order id of the connected store.
  • Customer - The customer's name of the order.
  • Date - The order's original created date.
  • Email - The order customer's email.
  • Grand Total - The grand total amount of order.
  • ERP Order ID - The order ID in P21. Once the order is submitted to P21 successfully, there will be a unique ID in the P21.
  • Status - The status of the order. The initial status is the one that when the order was imported.
  • Action - View Details / Retry to P21

• Order table —— Action

  • Actions that can be completed in the products tab:

    • View Details: Display order details information
    • Retry to P21: Re-push failed orders to p21

    

Products

Filter Products based on condition

• Tabs - Product Status
  • All / Not Synced / Synced / Sync Failed
  • The product status includes "All", "Not Sync", "Synced", and "Synced Failed". Based on the product status, display the corresponding product.

• Allow users to filter products based on the following criteria:
  • Search - Description/ ItemID/ Price/ Location ID/ Qty/ Unit
  • BigCommerce Status

Product List—Action

• Click the '...', you can see this action tab:
  • View Details
  • Sync Products
  • Update Product

1. View Details

• When you want to view detailed information about one product, simply click the '...' on the corresponding product tab and choose the "View Details" link , and the detailed information for that product will pop up on the right side.

2. Sync Products

• When you want to synchronize a product to a specific ecommerce platform, click the '...' on the corresponding product tab and choose the "Sync Products" link to synchronize one product at a time.
• When the "sync product" link is clicked, a pop-up window will appear.
• Please confirm the target store for synchronization in the pop-up window.

3. Update Product

• Clicking on the "Update Product" link , a prompt message will appear and this product will be pulled from P21 again, updating the current product information.

Inventory

ShopHive automatically syncs inventory levels from your ERP system (Epicor P21) to your BigCommerce Store

Inventory Sync Behavior

• Inventory levels sync from P21 to BigCommerce automatically.

• Sync frequency can be:

  • Real-time (instant updates)
  • Or configurable intervals (ex: every 5 minutes, hourly, etc.)

• Only inventory quantity is updated during sync.

  

Filters

• Allow users to filter inventory based on the following criteria:
  • Search - Search by Inventory Record ID.
  • Status - Filter by sync status: Synced, Pending, Failed.

Inventory List

• Inventory Table：

  • ID: Unique identifier for the inventory record.
  • ERP SKU: Product Item ID from your ERP (P21).
  • Inventory Level: Current stock quantity in ERP.
  • Status: Sync status: Synced / Pending / Failed.
  • Error Message: Error details if the sync failed.
  • Last Modified Date: Date & time when the inventory was last updated.
  • Action - Options for retrying sync.

• Actions - Retry to BigCommerce:

  • Users are able to manually retry syncing specific inventory records.
  • If a sync fails, users can retry only the failed tasks without affecting successfully synced records.

How to Retry Sync:

1. Go to → Inventory page.
2. Locate the failed record (Status = Failed).
3. Click Retry to BigCommerce or Retry to BigCommerce in the Actions column.
4. The system will attempt to resync the selected record.

note

Successful records will not be affected when retrying failed records.

Customers

Search / Filter

• Allow users to filter customers based on the following criteria:
  • Search - P21 Customer ID
  • Status - Synced / Not Synced

Company List

• The information contained in the P21 Customer(Company) Table
  • P21 Customer ID
  • BigCommerce Company ID
  • BigCommerce Company Name
  • Status
    • Tooltip - Show the reason for the error.
  • Last Modified
  • Action
    • Retry to BigCommerce
    • Update Customer

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Contact

The Contact module in ShopHive allows you to manage contact records from your ERP system (Epicor P21) and sync them to your BigCommerce store.

Search / Filter

• Allow users to filter contacts based on the following criteria:
  • Search - Search contacts using P21 Customer ID or Contact ID
  • Status - Filter by Sync Status: Synced / Not Synced

Contact List

• The information contained in the P21 Contact Table
  • P21 Customer ID: Customer ID from P21 that the contact belongs to.
  • P21 Contact ID: Unique Contact ID from P21.
  • BigCommerce Admin Email: Email address assigned to the company admin user in BigCommerce.
  • BigCommerce Contact: Contact Name synced to BigCommerce.
  • BigCommerce Customer ID: The corresponding BigCommerce Customer ID.
  • Status: Shows whether the contact is Synced or Not Synced.
  • Last Modified:The last time the contact record was updated.
  • Tooltip: Hover to view detailed error messages if sync failed.
  • Action: Available action: Retry sync to BigCommerce.

Actions

Retry to BigCommerce

When a contact fails to sync or is in Not Synced status, users can manually retry syncing the contact to BigCommerce.

how to Retry Sync:

1. Go to → Contact page.
2. Locate the failed record.
3. Click Retry to BigCommerce in the Action column

note

• Once the contact is successfully synced, the action button will be disabled (Retry cannot be clicked again).
• The synced contact will automatically appear in the corresponding BigCommerce Company (Customer) record.

Address

Search / Filter

• Allow users to filter P21 ShipToAddress based on the following criteria:
  • Search - P21 Customer ID / P21 ShipToID / Address
  • Status - Synced / Not Synced

ShipToAddress List

• The information contained in the P21 ShipToAddress Table
  • P21 Customer ID
  • P21 ShipToID
  • Address
  • BigCommerce Address ID
  • Status
    1. Tooltip - Show the reason for the error.
  • Last Modified
  • Action - Retry to bigcommerce

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Reports

warning

The Invoice Lookup Page is designed to help users quickly find and manage invoices with ease.

invoice

Search / Filter

• Allow users to filter invoices based on the following criteria:
  • Search - ERP Order ID / Order ID / Customer / Store Name / Email
  • Order Date
  • Order Status

Details

Export

1. Select invoice you would like to export
2. Click "Export" button

3. Confirm with information shown up on the popup

The selected invoice will be downloaded as a CSV file.

Download

1. Click on the InvoiceID in the list.

2. Then click on the Arrow icon on the popup window.

The invoice will be downloaded as a PDF file on your computer.

Orders Revenue

Search / Filter

• Allow users to filter orders based on the following criteria:
  • Search - ERP Order ID / Order ID / Customer / Store Name / Email
  • Order Date
  • Order Status
  • Website Type

Orders Revenue

warning

The Order Revenue Chart provides a visual overview of the total revenue generated from orders over a specific period (30 days default). This chart helps you quickly assess sales performance, identify trends, and make informed decisions based on revenue data.

• Order ID - The web order id of the order, that is the original order id of the connected store.
• Customer - The customer's name of the order.
• Date - The order's original created date.
• Email - The order customer's email.
• Grand Total - The grand total amount of order.
• ERP Order ID - The order id in P21. Once the order is submitted to P21 successfully, there will be a unique ID in the P21.
• Status - The status of the order. The initial status is the one that when the order was pulled.

Export

warning

Users can easily export the revenue data for further analysis or reporting, making it a versatile tool for monitoring and managing your sales.

• The order list will be exported as a CSV file
• The orders revenue chart will be exported as a PDF file

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Connector

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Setting

Product Settings

1. Product Sync Rules

info

The Product Sync Rules section in ShopHive ERP Link gives you precise control over how and when products are imported from P21 and synchronized with your e-commerce platform (BigCommerce, BigCommerce, etc.). You can set conditions based on P21 product field values to automate syncing, ensuring only relevant products are processed.

Product Auto-Importing Rules Settings

Turn ON

• Products are automatically imported from P21 into ShopHive ERP Link based on a pre-set condition.

• This condition is defined by a specific P21 product field and its corresponding value.

  

• Only products matching the criteria will be imported automatically.

Turn OFF

• No products are imported automatically.
• You will need to manually import all products from P21 to ShopHive ERP Link.

Configuration Details:

• P21 Product Field:
  • Enter the name of the product field from your P21 system.
  • ⚠️ Must be filled in and verified by the user.
  • If the field does not exist, an error message will be shown.
• P21 Field Value:
  • Enter the specific value to filter which products should be imported.
  • ⚠️ Must be valid and verified.
  • If the value is invalid or not found, an error message will appear.

Product Auto-Sync Rules Settings

Turn ON

• Products are automatically synchronized to your e-commerce store (BigCommerce, BigCommerce) based on a pre-set condition.
• The system will evaluate the P21 product field and only sync products that match the defined field value.

Additional Notes:

• Products that do not meet the sync condition will not sync automatically.
• These products will be listed in the ‘Not Synchronized’ tab for manual action.

Turn OFF

• No automatic product syncing will occur.
• You must manually synchronize all products to your e-commerce platform.

Configuration Details:

• P21 Product Field:
  • Enter the product field name from your P21 system.
  • ⚠️ Field must be valid and will be verified.
  • If not found, an error will be shown.
• P21 Field Value:
  • Enter the target value to sync products based on this filter.
  • ⚠️ Must be correctly entered and verified.
  • Errors will appear if the value is invalid.

2. Product Mapping

info

The Product Mapping feature allows you to define how product data from P21 maps to your BigCommerce store. By setting up these mappings, you ensure accurate and consistent product information across systems, which is essential for effective synchronization and inventory management.

How It Works

• Product data is retrieved from P21 using the P21 Product API.
• You can then map each relevant e-commerce product field to a corresponding P21 product field.
• This ensures the correct transfer and display of information such as product name, SKU, price, inventory, category, and more.

Field Mapping Configuration

• This section shows the list of BigCommerce product fields that are available for mapping (e.g., Title, Description, Price, SKU, Inventory Level).

  

• Each field in this list needs to be mapped to a corresponding P21 product field.

  

• Once you’ve completed your field mappings, simply click the “Save” button.

  

• This will save the current mapping rule and apply it to product sync operations going forward.

BigCommerce Product Custom Field Mapping

The Custom Field Mapping feature allows you to map product data fields from your ERP system (such as Epicor P21) to custom fields in your BigCommerce store. This ensures that additional, non-standard product information is correctly passed and displayed in your e-commerce storefront.

Enter P21 Field Name

In the ERP Field column, enter the name of the field from P21 that you want to push to BigCommerce.

Choose BigCommerce Custom Field Name

In the BC Custom Field Name column, specify the label that will appear as the custom field name in your BigCommerce product details.

Add More Mappings (Optional)

Click “Add another” to define additional mappings between P21 fields and BigCommerce custom fields.

Save Configuration

Click the “Save” button to apply your mapping rules.

3. Warehouse Mapping

info

The Warehouse Mapping feature ensures seamless alignment between your P21 ERP system and your BigCommerce store. It enables you to link specific warehouse or location IDs in your BigCommerce store to corresponding Location IDs in P21.

Steps to Configure Warehouse Mapping

1. Map to BigCommerce Inventory Location: From the dropdown, select the corresponding warehouse or fulfillment center used in your store.

2. Select P21 Location ID: Choose the warehouse or location code used in your P21 system.

3. Click "Add another": Add additional mappings to support multiple warehouses or fulfillment locations.

4. Save Changes: Click Save to activate the mappings and enable synchronization.

5. Real-Time Pricing Settings

   info

   The Real-time Pricing Setting in ShopHive allows you to manage how often real-time product pricing is refreshed from your P21 ERP system on your BigCommerce storefront. By configuring the cache timelife, you can balance between performance and price accuracy, ensuring customers see up-to-date pricing without unnecessary API calls.

Pricing Refresh Interval

• What it does: This setting determines how long ShopHive will cache product pricing data retrieved from P21 before requesting a fresh update.
• Default Value: 24 hours
• Unit: Minutes
• Behavior:
  • When a customer views a product on your BigCommerce storefront, ShopHive will display the cached price if it's still within the configured timelife.
  • Once the cache expires, ShopHive will automatically fetch the latest real-time price from P21.

tip

• For high-traffic or high-variance pricing products, consider setting a shorter timelife (e.g., 5-10 mins).
• For stable pricing environments, you may increase the timelife (e.g., 30+ mins) to reduce load and improve performance.
• Ensure your P21 system can handle the expected API request frequency based on your chosen cache duration.

Order Settings

1. Shipping Provider Mapping

Map the shipping carrier ID in P21 to the correct format in your store. This ensures that the shipping provider is transferred correctly between platforms.

• Click "+Add another" to add a new Carrier Mapping

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2. Order Syncing Time Range

• Users can set the time range for synchronizing orders through the 'Order Syncing Time Range'.
• Order Synced Started Range
• Order Synced Until
• Click 'Save' to save order syncing time range information

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3. Order Retry Rules

• Users can reset sync interval
• Re-submission Interval
  • Interval for repeated submissions
• Max Submission Times
  • Maximum number of submissions
• Click 'Save' to save order retry rules information

Re submission interval and Max Submission are commonly used to encounter return errors when synchronizing orders on P21, and they do not write data to P21.

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4. Default P21 Customer ID

When syncing orders from your BigCommerce store back to your ERP (like Epicor P21), ShopHive needs to know which Company ID and Customer ID to use.

These default settings help ShopHive create ERP orders correctly when:

• The order comes from an online customer that doesn’t exist in ERP yet.
• Or the ERP Customer ID cannot be found during sync.
• Determine the customer type for B2C/B2B/Guest Orders：

Order Type	BigCommerce Customer	BigCommerce Company	ERP Customer	ERP Company
B2B	Exist	Exist	Exist	Exist
B2C	Exist	-	Exist	-
B2C	Exist	-	-	-
Guest	-	-	-	-
Guest	-	-	Exist	-

5. Default Sales Location

The Default Sales Location setting allows you to specify the P21 Source Location ID for orders created through ShopHive. This ensures that each order is associated with the correct ERP location for processing, fulfillment, and reporting.

Purpose:

In Epicor P21, every order must be tied to a specific source location (warehouse or branch). This feature lets you set a default location ID, which ShopHive will use when pushing orders to P21.

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Inventory Settings

1. Importing interval

• Inventory Importing Interval
  • P21 Inventory sync frequency for automated data imports
• Max Synchronization Times
  • Max number of inventory importing

2. Syncing interval

• Inventory synchronization internal
  • Synchronizing internal inventory to E-commerce stores in real-time
• Max Synchronization Times
  • Max number of inventory synchronization

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ERP Customer Settings

This guide explains how Customer Sync Rules and Customer Field Mappings work between your eCommerce platform and P21 system. It helps ensure accurate and automated customer data synchronization, including related contacts and addresses.

1. Basic Settings

   Basic Sync Rules allow you to define the Create Source and Update Source for customer, contact and address data during bi-directional syncing between your ERP system (P21) and your eCommerce platform (BigCommerce).

   - Create Source: Determines where new records will be created from. - Update Source: Determines which system’s data will overwrite during updates.

   

   Field Configuration

   tip

   Make sure the P21 Sales Rep ID and P21 Default Branch ID values are correct — missing values may cause sync failures.

   Field	Description
   P21 Sales Rep ID	A required value for creating a new customer in P21 ERP. This field must be pre-configured for successful synchronization when creating customers from BigCommerce to P21.
   P21 Default Branch ID	A required value for creating a new Ship-To Address in P21 ERP. This field must be pre-configured for successful synchronization when creating Ship-To Addresses from BigCommerce to P21.

   

2. Epicor Customer Account (include Contacts, Addresses) Sync Rules

   Note

   Importing refers to fetching data from Kinetic/P21 to the app. Syncing refers to updating data between both systems.

   Setting	Default Value	Description
   Customer Importing Interval	5 minutes	Defines how often customers, contacts, and addresses are automatically imported from P21. (Unit: minutes)
   Max Importing Records	100 records	Limits the number of customers (along with their contacts and addresses) imported in each batch.
   Customer Syncing Interval	5 minutes	Controls the frequency of syncing customers, contacts, and addresses between systems. (Unit: minutes)
   Max Syncing Records	100 records	Limits the number of customer records (with contacts and addresses) synced per pull.

   

3. Epicor Customer Mapping

   Customer field mapping allows you to define how customer information from P21 matches with your eCommerce platform.

   How it Works

   • Customer data is retrieved from P21 using the Customer API.
   • You can configure field mappings based on your business needs.
   • Mappings control how fields from P21 Customers populate your eCommerce Customer fields.

   

   Manage Field Mapping

   1. Navigate to: Settings → Customer Mapping
   2. Select or edit the corresponding P21 Customer Fields for each E-commerce Field.
   3. Click Save to apply your changes.

   

4. Epicor Contact Sync Rules

   Note

   Contact data is usually imported along with related customer data but can also be managed independently depending on system settings.

   This guide explains how to configure and manage Contact Auto-Import and Auto-Syncing Rules between your ERP system (Kinetic/P21), ShopHive ERP Link, and your eCommerce store.

   Epicor Contact Auto-Import Rules

   Option	Behavior	Usage
   Turn ON	Import contacts based on pre-set conditions (specific P21 Contact Field Value)	Recommended if you only want to import qualified contacts (e.g., contacts with a certain type or role).
   Turn OFF	Import all contacts from P21 into ShopHive ERP Link	Recommended if you want a full import of all P21 contacts without any filter conditions.

   Example Condition:

   • Only import contacts where Title = Sales
   • Only import contacts where Status = Active

   Contact Auto-Syncing Rules

   Control how contacts in ShopHive ERP Link sync to your eCommerce store.

   Option	Behavior	Usage
   Turn ON	Automatically sync contacts from ShopHive ERP Link to eCommerce store based on pre-set conditions (specific P21 Contact Field Value)	Recommended if you want to sync specific groups of contacts (e.g., customers' main contacts only).
   Turn OFF	Sync all contacts from ShopHive ERP Link to eCommerce store	Recommended if you want all contacts to be available in your online store without filters.

   Example Condition:

   • Only sync contacts where Contact Type = Primary
   • Only sync contacts where Marketing Opt-in = True

   

5. Epicor Contact Field Mapping

   Contact field mapping allows you to define how contact information from P21 matches with your eCommerce platform fields.

   How it Works

   • Contact data is retrieved from P21 using the Contact API.
   • You can configure how each contact field from P21 is mapped to your eCommerce contact fields.
   • Mappings can be customized to fit your specific business needs.

   

   Manage Field Mapping

   1. Navigate to: Settings → Contact Mapping
   2. Select or edit the corresponding P21 Contact Fields for each E-commerce Field.
   3. Click Save to apply your changes.

   

6. Epicor ShipToAddress Sync Rules

   ERP Address Auto-Import Rules

   Control which addresses from Kinetic/P21 are imported into ShopHive ERP Link based on your business conditions.

   Option	Description
   Turn ON	Import addresses from P21 to ShopHive ERP Link based on the pre-defined condition (specific P21 Address field value).
   Turn OFF	Import all addresses from P21 to ShopHive ERP Link without any filter conditions.

   Address Auto-Syncing Rules

   Controls which addresses in ShopHive ERP Link are automatically synchronized to your eCommerce store.

   Option	Description
   Turn ON	Automatically sync addresses from ShopHive to your eCommerce store based on the pre-defined condition (specific P21 Address field value).
   Turn OFF	Sync all addresses from ShopHive to your eCommerce store without any filter conditions.

   

7. Address Mapping

   Retrieve the address information from Kinetic/P21 via the P21 Address API and map the ERP address fields to the corresponding fields in your eCommerce store.

   

   Field Mapping Instructions

   • The following list shows the mapping relationship between the eCommerce address fields and the P21 address fields.

   • You can flexibly configure the mapping according to your business needs.

     

8. B2B Company User Admin Email

• BC(B2B) needs an admin user to create a company.
• When synchronizing the company, the first contact under p21company will be pushed to BC Company as the User Admin by default.
• If there is no contact under p21company, a virtual email will be automatically created based on the Email Settings to ensure the synchronization of p21 customers to BC company.

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