Technical

How do I install the tracking codes?

Shopify - The installation of tracking codes is automatic, no additional action is needed.

BigCommerce:

For Stencil framework, follow this guide https://support.groovecommerce.com/hubshop-ly-bigcommerce/updating-your-bigcommerce-code-for-stencil

For Blueprint - use the following guide http://cdn2.hubspot.net/hubfs/188845/HubShoply/Hubshoply_BigcommerceInstallGuide_2016.pdf

How can I check to see if the tracking codes are properly set up?

You can see the status of Javascript code in the All Active Stores view https://bigcommerce.hubshop.ly/admin/shops?scope=active The indicator should say Yes for proper installation. If the indicator says No, follow the instructions in the first part of these FAQs under Installation and confirm.

The tracking codes are not set up correctly, what do I do?

In most instances, the shop owner needs to re-connect their store to HubSpot. Seethe instructions below for reconnecting your store:

  1. Log in as the store owner in your store.
  2. Log in to your HubSpot portal as a user with Super Admin level permissions in another tab.
  3. Navigate to the HubShop.ly app page in your store (usually in the Apps or My Apps section in the settings).
  4. Click on HubShop.ly link in the list of apps to be taken to the app settings page.
  5. Click on "Connect to HubSpot" link under Billing & Configuration section.
  6. Click Authorize on the new window that pops up.

My integration is not syncing correctly.

BigCommerce instantly pushes new/updated data to its API, which is what Hubshop.ly uses to import data into Hubspot. On the other end, Hubspot’s API itself is not as fast. It usually takes 15-20 min for it to update its records after Hubshop.ly makes the call for your BigCommerce store. We recommend setting 20-30 min delays for automated workflow triggers.   

This particular ‘Contact’ hasn’t properly synced?

On the App dashboard at the bottom, there is a place to sync a single contact.  Enter their email address there and wait one hour. If it has not properly populated, let us know via a Support Ticket.

Why is abandoned cart data not coming through Hubspot?

You will need to be able to view the source and edit the html code. You can then paste the personalization token for the product image into the right spot.

We usually recommend that you insert the token into an open spot in your email, then view source and paste into the html tags

<img src="[product image url token]" alt="[product name token]">

https://knowledge.hubspot.com/articles/kcs_article/cos-general/how-to-use-personalization-with-your-content

How do I get the contact information to pull over into Hubspot?

https://support.groovecommerce.com/hubshop-ly-bigcommerce/updating-your-bigcommerce-code-for-stencil

How can I log back into Hubshop.ly integration if I have forgotten my login information?

To reset your connection with a new user, please follow these steps:

  1. Log in as the store owner in your store.
  2. Log  into your HubSpot portal as a user with Super Admin level permissions in another tab.
  3. Navigate to the Hubshop.ly app page in your store ( usually in the Apps or My Apps section in the settings).
  4. Click on Hubshop.ly link in the list of apps to be taken to the apps setting page.
  5. Click on “Connect to HubSpot” link under Billing and Configuration section.
  6. Click Authorize on the new window that pops up.

How do you display an abandoned product in a Hubspot email template?

Assuming you have set up the integration correctly according to our documentation (https://support.groovecommerce.com/hubshop-ly-shopify), your customer abandoned product details will appear in the newly created Customer Data Property group in Hubspot - there are a number of contact property fields that contain information on abandoned items (Abandoned Cart Product 1, Abandoned Cart Product 2, etc.).

Why did Bigcommerce not push data to Hubspot through Hubshop.ly?

It probably was an issue with BigCommerce API. The integration usually re-tries to import the order within 24hours. If you have an issue with with a specific contact record, you may resync the order data through Hubshop.ly Manual Contact Sync .png.

Why can’t I see the fields the order data is populating in my Hubspot portal?

  1. Log in as the store owner in your store.
  2. Log  into your HubSpot portal as a user with Super Admin level permissions in another tab.
  3. Navigate to the HubShop.ly app page in your store (usually in the Apps or My Apps section in the settings).
  4. Click on HubShop.ly link in the list of apps to be taken to the app settings page.
  5. Click on "Connect to HubSpot" link under Billing & Configuration section.
  6. Click Authorize on the new window that pops up.

Does our Magento Integration with Hubspot, the source of the contact offline?

The source of the contacts is not set by Hubshop.ly, it is set by the Hubspot tracking code and where you have it configured.

How long does it take for my initial sync to finish?

This is all based upon the speed of both your cart and HubSpot’s api’s.  It can take a few hours for a smaller store, those with over 100,000 orders may take a few days.  You will get an email once it's completed.

How fast will my orders sync to HubSpot once running?

We like to say ‘near real time’.  We get notified about a new order from your cart, grab the data and then push to HubSpot.  Our process takes less than 30 seconds, but may get slowed down on one side or the other. For example, we have seen HubSpot process the data within a few minutes, we have also seen them take an hour or two.

Why do my Bigcommerce Abandoned Carts not match HubShop.ly’s?

Bigcommerce does not currently give us access to their Abandoned Carts the way that Shopify and Magento do. Hubspot only counts an Abandoned Cart that has had an email address associated - BigCommerce captures ALL products that have been added to carts.

Do you push custom fields from Shopify?

Yes - We sync custom meta fields from the account and order, but there isn’t a good way for us to store custom product fields in HubSpot.  As soon as there is, we will be adding those.

Can you add XX field?

If it is available from API’s we connect with, then it usually isn’t a problem. Contact our support team for help with any requestions.

Can this sync my newsletter subscription box?

Yes on both Shopify and Magento.  Bigcommerce does not have this available yet, so we recommend just creating a HubSpot form

I’ve read all the FAQs and I still don’t know the answer to my question:

Email us directly at support@groovecommerce.com or open a Support Ticket by submitting this form http://support.groovecommerce.com/kb-tickets/new