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Six answers that resolve most reports on their own. Open the one that matches.
The file identified a product by something that is not unique — a name, usually. Nothing is guessed, so the row fails and names the candidates. Add a Product ID or SKU column, or use the [ID] header suffix to pin matching to one column.
The API token cannot reach the resource the file writes to. Run the file check first — it probes the one permission that file needs and tells you before anything is queued. In BigCommerce, create the token with modify scope for the relevant area.
An import finishes when its whole batch finishes, and a large file is many jobs. Give it time proportional to the row count. If it has genuinely stopped, send the import ID.
BigCommerce renames stored files, so matching by URL cannot work and images are matched by filename stem. Two different pictures whose source URLs end in the same basename look like one image. Use the Image ID column — our exports write it — to address a specific image exactly.
It should not, and this is worth reporting with the file. A blank cell is treated as “absent” and is not sent, precisely so an empty column cannot erase stored values. The one documented exception is a variant SKU, which is always sent.
BigCommerce deletes a category's whole subtree without warning. A delete for a category that has children is refused unless the row sets Cascade to true, and the message says how many categories would go.
Both feature requests and bugs go through the same form — pick Feature request or Bug report as the topic and it is tagged for you. Feature requests that describe the problem rather than the solution get built more often, because they leave room for a better answer than the one you had in mind.
