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Something's wrong

Data is showing incorrectly in a system

Diagnose whether incorrect data originates from the source system or HighCohesion's transformation logic.

When to use this

Use this guide when a value has reached your destination system but is wrong, and you need to work out whether the problem is in the source system or in HighCohesion's transformation logic. That decides whether you correct the data at the source or ask HC to change a mapping.

For the difference between a one-off value error and a mapping error, see Correcting a mapping or field value.

Before you start

Steps

Find the event and compare payloads

  1. Go to the relevant stream in the Control Panel and find the event.

  2. Open the event detail view. You will see both the inbound payload (what HighCohesion received from the source) and the outbound payload (what HighCohesion sent to the destination).

  3. Compare the two payloads for the field in question.

Identify where the error is

If the wrong value is already in the inbound payload: the problem is in the source system. HighCohesion passed the data through as received, so you need to correct it at the source.

If the inbound payload is correct but the outbound is wrong: the problem is in HighCohesion's transformation logic. A mapping, formula or field rule is producing the wrong output.

  • Do not resend the event yet: it will produce the same incorrect result.

  • Contact the HC team with the stream name, event ID, the field affected, and what value you expected.

  • HC will update the mapping and confirm when it is safe to resend.

If the incorrect data is a stock level

Stock levels follow the same logic, with one difference: HC forwards the level your WMS or ERP reports rather than calculating it, so a discrepancy is almost always in the source data.

  1. In the Control Panel, open the inventory stream for the relevant SKU.

  2. Locate the most recent event for that SKU.

  3. Check whether the event succeeded or failed.

  4. If it failed, follow An event hasn't arrived in the destination system.

  5. If it succeeded, compare the value HC received from your WMS with what you see in Shopify. The source data is where the discrepancy lies.

For how the flow works, see How inventory sync works.

What you should see

You know which side holds the wrong value: if the inbound payload is wrong, the fix belongs in the source system; if only the outbound payload is wrong, HC needs to correct the mapping. For a stock level, comparing the value HC received from your WMS with what you see in Shopify shows where the discrepancy lies.

If it did not work

You are not sure which payload is wrong. Share the event ID and both payloads with the HC team and they will diagnose it.

You cannot identify the cause of a stock discrepancy. Contact HC support with the event ID.

To contact HC, see How to get support. For when to escalate, see When to escalate to the HC team.

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