Resolving an order exception

Open Order Exceptions and open the specific exception — it tells you whether the issue is a payment method, a tax jurisdiction, a product, or a QuickBooks Error.

A QuickBooks Error is not a mapping problem, so the steps in the next section don’t apply to it. Skip to “If the exception says QuickBooks Error”.

• Unmapped payment method — go to Settings → Payments for that store and map the payment method to a QuickBooks payment method.
• Unmapped tax jurisdiction — go to Settings → Tax for that store and map the jurisdiction to a QuickBooks tax rate.
• Unmapped product — go to Settings → Products for that store and map the product to a QuickBooks item.

Once the mapping exists, TruSync syncs the order — you don’t need to do anything to the exception itself.

This one means QuickBooks declined the document TruSync tried to create, rather than something being unmapped. Most often it’s the credit memo for a cancelled or refunded order. The exception shows the message QuickBooks returned.

There’s nothing to map, so there’s nothing you can do from Settings to clear it. Contact support and include the order number.

Worth knowing while it’s open: the original sale is still in QuickBooks and is unaffected. What’s missing is the cancellation or refund that offsets it, so that order’s total still counts as revenue until the offset posts.

• Double check you mapped the exact payment method, jurisdiction, or product name shown on the exception — a similarly-named mapping won’t match.
• Confirm your store and QuickBooks connections are both active; a lapsed connection can leave exceptions unresolved even after mapping.
• If the exception is a QuickBooks Error, mapping won’t clear it — see the section above.

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