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”. (One exception: if the message asks you to choose a zero-rate tax code for tax-free items, that is a setting. It’s covered in that section.)

• 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 → Sales 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.

Customer Not Found is the one type with its own button rather than a mapping. It only appears on orders using a payment method marked invoiced on terms, which are billed to the customer’s own QuickBooks record. Press Match customer on the exception and either choose an existing QuickBooks customer from the searchable list (customers with exactly the billing company’s name are shown first, with their terms) or create a new one from the order’s billing details. TruSync saves the answer and invoices the order, and later orders from that company need nothing from you. You don’t rename anything in QuickBooks. If you later find a company was matched to the wrong customer, change it in Settings → Customers on Terms. See Invoice a customer on account.

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.

If the message says the order has tax-free items alongside taxed ones and asks you to choose a zero-rate tax code, that one is a setting on a GST or VAT QuickBooks file. Go to Settings → Sales Tax, choose a code under Tax-free items (for example GST free or Out of Scope; they’re reported differently on a BAS or VAT return, so ask your accountant if unsure), then press Retry. Trudy can list your options too.

For every other QuickBooks Error there’s nothing to map, so Settings won’t clear it. If the cause was something you’ve since fixed in QuickBooks, or a temporary QuickBooks problem, press Retry on the exception and TruSync tries the order again. If it fails the same way, or the exception has no Retry button (TruSync leaves it off when a second attempt can’t change the outcome, and shows the reason instead), 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. The one exception is the message asking for a zero-rate tax code for tax-free items, which you choose in Settings → Sales Tax → Tax-free items.

Add paragraph text. Click “Edit Text” to update the font, size and more. To change and reuse text themes, go to Site Styles.