Help centre / Suppliers and sourcing
Connections, credentials, verification, health and routing.
Full reference for this area: documentation.
Every connection is verified before it becomes usable: an authenticated read, a catalogue probe and a shipping-quote probe. A connection that fails any of them is saved but left disabled, so it cannot silently swallow orders.
Suppliers → Health shows which probe failed and the supplier’s own error message. Expired or scope-limited credentials are the usual cause.
Supplier credentials are encrypted at rest and are never returned to a browser after they are saved. The panel shows only whether a credential is present and when it was last used successfully.
If you have lost your copy, re-issue it with the supplier and save the new one. We cannot recover the old value, by design.
Routing prefers the supplier a product was imported from, but falls back to a mapped alternative when the first choice is unhealthy or does not ship to the destination market.
That fallback only exists where products have been merged across suppliers. If you want to force a single source, unmerge the product or disable the alternative connection.
Open a ticket in this category and it lands with someone who works on it. We can read your logs and job records — you do not have to guess at what they say.