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Troubleshooting and error articles - formatting

Fix and error articles - formatting

Guidelines on how to format common errors and similar articles in HubSpot

Error or issue name

Error

Add the readable error summary or short error message.

For longer technical messages, use bullets where helpful:

  • Status:
  • Message:
  • Type:
  • Reason:
  • Example:

Error Message

Add the full technical response if the article includes one.

What it means

Explain the issue in plain English.

Common causes

Use bullets.

What to do

Use numbered steps.

Use a horizontal divider line between repeated error sections where it improves readability.

Technical errors and JSON formatting

For short errors, use plain text.

For long technical errors or JSON responses, use a readable summary first, followed by the exact response.

Avoid large code-style blocks if they make the article difficult to read on mobile.

Example:

Product options are invalid

Error

  • Status: 400

  • Message: The options of one or more products are invalid.

  • Type: MandatoryProductOptions

  • Required option example: Colour

Error Message

[{"status":400,"message":"The options of one or more products are invalid.","details":

{"errors":[{"type":"MandatoryProductOptions","product":{"id":10986,"name":

"Awesome Product","required_product_options":[{"id":151,"option_id":59,"display_name":

"Colour","url":"https://api.bigcommerce.com/stores/nxyz1er/v2/products/10986/options/151",

"resource":"/products/10986/options/151"}],"url":

"https://api.bigcommerce.com/stores/nxyz1er/v2/products/10986",

"resource":"/products/10986"}}]}}]

What it means

The product in BigCommerce has required options, such as colour or size, but the product listed through Trade Runner did not include those options when the buyer purchased it.

Common causes

This can happen when:

  • options have recently been added to the product in BigCommerce

  • the product was already listed through Trade Runner before those options were added

  • BigCommerce now requires an option, such as colour or size, before it will accept the order

What to do

  1. Check the product in BigCommerce and confirm which option is now required.

  2. Contact the buyer and confirm which option they want if relevant.

  3. Create the order manually in BigCommerce 

  4. Cancel the order in Trade Runner if the order cannot be sent.