Requesting a bulk resend

When to use this

Use this guide when a large batch of events has failed and needs reprocessing after you have 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.

To work out whether your failures come from a one-off value or a mapping problem, see Correcting a mapping or field value.

Before you start

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.

Steps

1. Contact the HC team (see How to get support).

2. Include the following in your request:

   • 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.

3. Confirm the scope with HC. HC will confirm the scope before triggering the resend; if the volume is very large they may process it in batches.

What you should see

Once HC confirms the resend has been triggered:

• Events in the stream move to a Delivered status in the Control Panel. Monitor the stream for this.

• Records are created or updated correctly in your destination system (for example NetSuite or Shopify). Check there to confirm.

If it did not work

Events fail again after the resend. Open a new support request with the updated error message. Do not assume it is the same root cause.

To contact HC, see How to get support.

Related

• How to fix and resend a failed event

• Correcting a mapping or field value

• I received an alert — what now?

• When to escalate to the HC team