Troubleshoot wrong product information displayed to buyers

Troubleshoot wrong product images and names

Whether your product images don’t appear in Bigblue, or incorrect product information is displayed to your buyers, this article will provide your with explanations and solutions.

Product images and display names: how it works

When you integrate your store (Shopify, WooCommerce or BigCommerce), Bigblue retrieves your store products' details, including the images and display names.

• Products' images and display names are displayed to buyers through your buyer modules (tracking page, e-mails and return portal). They are chosen according to the buyer’s language and, if you have several stores, to the priority given to your stores.
• Products’ images are displayed as miniatures next to your Bigblue products.

If you use different languages for each store (e.g. one store in French and one store in English): Bigblue retrieves the different images and display names from your different stores and languages, and uses them according to the language used by the customer as they passed their order on your store.

If you use a same language through multiple stores (e.g. two stores in English): Bigblue gives priority to product information from the store that you connected first. You can contact Bigblue to update your stores' priorities.

Troubleshoot wrong buyer-facing product information

For Shopify, WooCommerce and BigCommerce

☑️ Review the product information on your store

In your store’s admin interface, review your store product’s name and image. If the product has variants, review its variants’ names and images as well. If a variant doesn’t have its own image, the product image is used.

☑️ Ensure that the store product is properly linked to the Bigblue product

Your store product needs to be actively linked to the corresponding Bigblue product.

In Bigblue, go to Shop integrations, select your store, open the Products tab, find your product, and review your product link. An active link has a blue toggle on the right.

☑️  Check wether you have one or multiple products linked to the Bigblue product

If you have multiple products linked to the same Bigblue product, Bigblue randomly selects the product information from one of the store products.

To check which of your store’s products are linked to a Bigblue product, go to Shop integrations, select your store, open the Products tab and search for the Bigblue SKU of your product.

[Shopify] If you’re using Shopify, to make sure Bigblue doesn’t use the image and name of the wrong Shopify product, you can add the bigblue-disable-localization-sync tag on that Shopify product.

☑️  For Bigblue bundles, check the links of each bundle component

When your buyers purchase a product on your store that is linked to a Bigblue bundle, then they see in the buyer modules the product information of each of the bundle’s components. Hence, you might have to review the product links for each product composing the bundle.

[Shopify] Further customize buyer-facing product information

You might want to customize product images or add product display name translations. It is possible to do so with specific Shopify variant metafields. Follow our step by step guide to get set up.

For other stores

Product images and display names can be manually imported in Bigblue upon request.

The required format is a csv or an excel, with four columns: Language (either en, fr, es, it, or de), Bigblue SKU, Display name, and Picture URL.

Example:

Troubleshoot wrong Bigblue product information

☑️  Adjust the product display name displayed on the Bigblue App

You can adjust the Bigblue product display name at any time in Inventory > Products.

☑️  Adjust the product image displayed on the Bigblue App Ensure you followed the troubleshooting steps listed for buyer-facing product information. If you still have issues, — it’s the wrong image or there is no image, — it might be due to multiple shop integrations or multiple languages.

• Bigblue gives priority to product information from the store that you first connected first to Bigblue. You can contact Bigblue to update your stores' priorities.
• Bigblue prioritises product languages in this order: english (”en”), french (”fr”), spanish (”es”), italian (”it”) and german (”de”). Hence, in case of multiple product language information for one Bigblue product, Bigblue will use the english image if there is one, otherwise the french one, etc.