Why isn’t my order syncing?
If an order isn’t showing up in QuickBooks, work through these in order.
Check Order Exceptions first
Open Order Exceptions in your TruSync dashboard. This is the most common reason an order doesn’t sync — an unmapped payment method, tax jurisdiction, or product blocks that order until you map it. See Resolving an order exception.
Check your store’s connection
If the store shows as disconnected, no orders from it will sync until you reconnect. See Reconnect your store.
Check your QuickBooks connection
A QuickBooks reconnection needed banner means TruSync can’t post anything to your company at all, regardless of store. See QuickBooks connection issues.
Check whether order sync is turned on
Order sync can be turned off per store in Settings — confirm it’s on for the store the order came from.
Check the order date
TruSync syncs orders from your connection date forward. An order placed before you connected the store won’t sync unless you ran the Backfill step during setup.
FAQ
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I fixed the mapping but the order still hasn’t synced — how long does that take?
Can I manually trigger a sync for one order?
Does a cancelled order in my store still need to sync?
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