Order exceptions

• The order’s payment method isn’t mapped to a QuickBooks payment method.
• The order’s tax jurisdiction isn’t mapped to a QuickBooks tax rate.
• A product on the order isn’t mapped to a QuickBooks item.
• QuickBooks rejected the posting. These show as QuickBooks Error and most often come from a cancellation or refund that QuickBooks wouldn’t accept. There’s no mapping to add for these, and the resolution steps below won’t clear them.

TruSync deliberately doesn’t guess at a mapping to keep the order moving — an incorrectly auto-mapped order just creates rework later when you have to find and fix it in QuickBooks. Instead, the order waits as an exception until you resolve the underlying mapping.

An order exception always involves a real order that is waiting to post.

A QuickBooks product with no matching product on your store is a different thing entirely — no order is involved, and nothing is blocked. That appears under Products → Needs Listing, not here. See Needs Listing.

You’ll receive an email when a new order exception is created, so you don’t have to check the dashboard proactively.

1. Open Order Exceptions from your TruSync dashboard.
2. Open the exception to see what’s unmapped.
3. Add the missing mapping (payment method, tax jurisdiction, or product) from Settings.
4. TruSync syncs the order once the mapping is in place.

An exception labelled QuickBooks Error is different: nothing on your side is unmapped, so there’s no mapping to add and the steps above won’t clear it.

It means QuickBooks declined the document TruSync tried to create — most often the credit memo for a cancelled or refunded order. The exception shows the message QuickBooks returned.

These usually need a fix on our side rather than yours, so contact support and include the order number. The original sale stays in QuickBooks and is unaffected; what’s missing is the cancellation or refund that offsets it, which means that order’s total is still counted as revenue until it’s posted.

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