Requesting a bulk resend

How to request HC to reprocess a large batch of failed events after you've fixed the root cause.

A bulk resend is carried out by the HC team on your behalf — it is not something you can trigger yourself from the Control Panel.

Before you request

Make sure the root cause is fixed before contacting HC. Reprocessing events before the underlying issue is resolved will result in the same failures again. Confirm:

  • The mapping, config change, or external system issue that caused the failures has been corrected

  • A test event sent after the fix has processed successfully

  • You know the approximate date range and stream(s) affected

How to request

Contact the HC team and include the following:

  • Stream name — the specific stream where events failed

  • Date range — the start and end of the affected window

  • Error message — the exact error text shown in the Control Panel

  • Confirmation — that the root cause has been fixed and you are ready for reprocessing

HC will confirm the scope before triggering the resend, so if the volume is very large they may process it in batches.

What to check after

Once HC confirms the resend has been triggered:

  • Monitor the stream in the Control Panel for events moving to a Delivered status

  • Check your destination system (e.g. NetSuite or Shopify) to confirm records have been created or updated correctly

  • If any events fail again, open a new support request with the updated error message — do not assume it is the same root cause