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Connex cannot find a credit card refund with the order number

Deposits fail to sync.

Problem

Deposits fail to map from QuickBooks.

Description

Connex can sync no deposits, if credit card refunds are missing.

Solutions

Check if sale synced

In QuickBooks, go to customers > customer center > transactions  > credit memo or refunds. Check the order number or memo fields. Here is an example refund from Shopify:

If the sale is missing, run a manual sync and pull in the order again. Usually, mismatched products or customers can cause a sync failure. Check the log under sync activity. If many sales are missing, run a 24 - 48 hour sync.

Often, the deposit syncs before any orders. Check the log under sync activity, see if the sale synced, and try again. This is one way to clear this error.

Check payment method

If the payment method is not a credit card, then syncing a credit card refund would fail. In Shopify or your selling channel, open the order and check the payment method.

Since this is a non-credit card type, it will fail:

In QuickBooks, change the type from check to visa. Resync the sale:

  1. Log into Connex.
  2. Click manual sync.
  3. Enter 14093.
  4. Click submit.
  5. Run the web connector.
  6. Check the error log for any errors.
  7. Check QuickBooks and ensure the refund synced.

Setting incorrect

Click settings > refunds. Check create credit card refunds. Resync your sales.