---
schema_version: "1"
id: 7bbe59273ae0d89edc5a0d6bd9789f46083251ec6949bb4d88876c675f404da1
title: Troubleshoot Merchant Agent Setup
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/cc/264-0-0/b2c_troubleshoot_merchant_agent_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=cc.b2c_troubleshoot_merchant_agent_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 057f30ce376656866145ecc6f9956f67b292c3b851368723d21622797812d4d8
description: If you can't access the B2C Commerce Merchant Agent or create a rule with the agent, review these issues and their solutions.
products:
  - Commerce
  - B2C Commerce
release: "264"
---
# Troubleshoot Merchant Agent Setup

If you can't access the B2C Commerce Merchant Agent or create a rule with the agent, review these issues and their solutions.

- Verify that you have the **BM\_Agentforce\_Org** permission.
- Confirm that you enabled Agentforce and the B2C Merchant Agent in your primary Salesforce org.
- Check that you connected your B2C Commerce instance to a Salesforce org.
- Review the single sign-on configuration of your Auth Provider, and make sure that it’s active.

If issues persist, contact Salesforce Customer Support.

## Sandbox Refresh Stops the Merchant Agent from Working

If you refresh your Salesforce sandbox org, the org ID changes, and breaks the connection that the B2C Merchant Agent relies on. Before you refresh a sandbox, understand how it can disrupt agent operation.

When your Merchant Agent setup is working, there's an active connection between your B2C Commerce instance and your sandbox org. The Merchant Agent works as expected. After a sandbox org refresh, a broken trust status and connection mappings prevent the Merchant Agent from operating properly.

These symptoms indicate that the Business Manager-to-sandbox org connection is broken.

- In the agent chat window, the Merchant Agent replies that it can't process your request.
- In **Administration** | **Global Preferences** | **Salesforce Connection**, the status is Not Connected, and Business Manager can't load tenant connections.
- Despite an active Salesforce connection, in **Administration** | **Global Preferences** | **Agentforce** | **Salesforce Identity Sign-in**, you can't log in to Salesforce by using the **Salesforce Org Sign-in URL**.

If any of these issues occur, contact Salesforce Customer Support to restore the connection. After the connection is restored, reconfigure your connection. See [Set Up B2C Commerce with a Salesforce Connection](https://help.salesforce.com/s/articleView?id=cc.b2c_connect_commerce_to_salesforce.htm&language=en_US).

#### See Also

- [Merchant Agent Setup for B2C Commerce](https://help.salesforce.com/s/articleView?id=cc.b2c_merchant_agent_setup.htm&language=en_US)
- [Set Up B2C Commerce with a Salesforce Connection](https://help.salesforce.com/s/articleView?id=cc.b2c_connect_commerce_to_salesforce.htm&language=en_US)
- [Refresh Your Sandbox](https://help.salesforce.com/s/articleView?id=platform.data_sandbox_refresh.htm&language=en_US)