---
schema_version: "1"
id: df8f9196f3c27b8aad77cefb5e99ebefe37a294635f08b46105316ed5d9fc44a
title: Troubleshoot the B2C Commerce Integration
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_troubleshoot.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_troubleshoot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: eb93d1cd27bf582f47bdde2dbd69b46b36ee6d960887eb7a053a7e9f039bb47d
description: If the integration of B2C Commerce with Order Management isn’t working correctly, review these troubleshooting tips.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# Troubleshoot the B2C Commerce Integration

If the integration of B2C Commerce with Order Management isn’t working correctly, review these troubleshooting tips.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=commerce.om_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

If the integration isn’t receiving orders from your storefront, check the status of open orders on the [Orders Page in Business Manager](https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/Omnichannel/Integration/Commerce/BMOrders.html). Although the references in the B2C Commerce Infocenter documentation refer to the legacy Order Management product, not to Salesforce Order Management, the order status information is relevant to this integration.

If you see order delivery method errors, verify that the Amount field on the method’s associated product record isn’t empty and that it has the value 0.

If your org ID or login URL changes, or you run DBInit on your storefront, the integration can break. In that case, reprovision your integration.

- From Setup, in the Quick Find box, enter B2C, and then select **B2C Commerce Connections**.
- Next to your connection, click **Reprovision**.

If you refresh a sandbox org or change the Tenant ID of a B2C Commerce instance, repeat the implementation process. For information on sandbox orgs, see the [sandbox topics](https://help.salesforce.com/articleView?id=platform.deploy_sandboxes_parent.htm&type=5&language=en_US).

If an order imported from B2C Commerce remains in Sending Pushed status and returns a “GtwyProvPaymentMethodType is not supported” error:

1. Refresh the integration.
    1. From Setup, in the Quick Find box, enter B2C, and then select **B2C Commerce Connections**.
    2. Click **Reapply Permissions**.
2. Verify that the B2C Service permission set has access to the GtwyProvPaymentMethodType object.
    1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**.
    2. Select the Order Management B2C Service permission set.
    3. In the Apps section, click **Object Settings**.
    4. Select **Gateway Provider Payment Method Types**.
    5. Click **Edit**.
    6. In the Object Permissions section, select all checkboxes in the Enabled column.
    7. Click **Save**.
3. Resubmit the failed orders. If you still get errors, contact Salesforce Customer Support.

If the B2C Commerce integration fails with an error trying to access a Salesforce object, such as Product2, check the organization-wide sharing default settings for that object. The internal setting must be Public Read/Write. For more information, see [Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.security_sharing_owd_about.htm&type=5&language=en_US).

If the Order Management integration with B2C Commerce detects duplicate orders when orders aren’t duplicated, it can be because you’ve connected a new B2C Commerce instance to Order Management. If you have a B2C Commerce instance with a store based on SiteGenesis, the order numbers for that store by default start at 0000001. If you decommission that instance and create the same store based on SiteGenesis on a new instance, order numbers for the new instance by default also start at 0000001. The Order Management integration sees orders from the new instance as duplicates when they’re new orders. To prevent this issue, add a prefix to the order numbers from the new instance. For information about how to add a prefix to order numbers, see [Manage Sequence Numbers](https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/content/b2c_commerce/topics/admin/b2c_managing_sequence_numbers.html).

#### See Also

- [Implement Order Management](https://help.salesforce.com/s/articleView?id=commerce.om_impl_intro.htm&release=264.0.0&type=5 "Order Management can run with all Commerce products. After configuration, there are some additional steps B2C Commerce orgs must take to link their stores with Order Management.")