My historical import didn’t finish

Orders the import never reached aren’t in QuickBooks, so three things follow:

• They don’t appear in your QuickBooks sales.
• A settlement that pays them out can’t be reconciled — TruSync holds the whole deposit until every order on it has a QuickBooks document. See Bank Deposits & payouts.
• They raise no Order Exception, because an exception means TruSync saw an order and couldn’t post it. These were never fetched at all, so there is nothing to see on that page.

Open Settings → Sync Settings, expand Sync Historical Orders, and run the import again from the same start date.

The message tells you where the last run got to — for example “It imported 97 orders and reached 10 April 2026” — so you know which dates are missing. Choose a start date at or before that point, within how far back your store lets an import reach (see below).

How far back an import can reach depends on your storefront, not on TruSync. Shopify makes about the last 60 days of orders available to connected apps; other platforms allow more, and some state no limit. If you ask for a start date further back than your platform allows, TruSync starts from the earliest date it can read and says so in the import result. Trudy tells you that earliest date before offering start dates, and only offers dates on or after it. Orders older than that can’t be imported, so enter them in QuickBooks directly if you need them.

There is a second limit if you created Inventory items during setup. QuickBooks won’t accept a document dated before the day an Inventory item started tracking quantity on hand, and items created during setup start about 90 days back. An imported order from before that date fails to sync for that item, with a QuickBooks error saying you can’t create or modify a transaction dated before you started tracking quantity on hand. Orders that don’t contain that item are unaffected.

To fix it, open the item in QuickBooks and move the date it started tracking quantity on hand back to a date earlier than your oldest order. Orders that were still being retried then sync on their own the next time TruSync retries them, with no support ticket and no re-import. An order that has stopped retrying shows as failed in Sync History: press Retry on its row once the date is fixed. If you’d rather not edit QuickBooks yourself, ask Trudy or contact support with the order number. Don’t delete the item.

Running it again is safe. TruSync checks QuickBooks before creating anything, so orders already in your books are skipped rather than duplicated.

Afterwards, open Bank Deposits and press Reconcile Now. Settlements that were held because of the missing orders post on the next run.

The usual cause is simply that it ran out of time: a large date range can take longer than the request allows, and the run ends part-way. It can also stop if your store’s connection drops mid-run.

One stop is deliberate and reads differently. If the message says the import stopped on purpose and imported nothing, TruSync couldn’t rule out creating duplicate documents in QuickBooks and declined rather than risk it. Don’t just re-run that one — contact support first.

Run it in shorter stretches — a month or two at a time, oldest first. Each run that completes is recorded, so you can work forward. Contact support with your store name if the same range keeps stopping.

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