Common issues

If you’ve run into a problem, we’re here to help. This page lists both some issues others have encountered and tips on how to fix them.

If these don’t fix a problem, or if you discover an issue that does not appear below, contact your account manager.

Querying the API returns a 403 error

Ensure that you are including your supplier access token in the Authorization header for bearer authentication.

You can find an example of this in our Technical overview, as well as a demonstration in the Example implementation.

I need help with webhooks

Contact your account manager. They can provide your webhook URL.

My credentials have been exposed, and I need to rotate them

Contact your account manager immediately. We’ll generate replacement credentials and expire your old tokens.

What identifier should I use as a unique source of truth?

Use the order_id returned by the order endpoint as the unique identifier to reconcile an order with your back end.

Do not use the reference field, as it does not enforce uniqueness. For more details, see the Order section.

Final note

If you didn’t see your issue here, please contact us through your account manager — we’re here to support you at every step of your integration journey.