Troubleshooting
      Back to home
      1.  
      2. Connex for QuickBooks User Guide
      3. Troubleshooting

      Update shipping details from ShipStation to QuickBooks fails

      Troubleshooting steps for two way syncing

      Problem

      Connex fails to update shipping and tracking details in QuickBooks, after the sale has synced from ShipStation.

      Description

      The sale has appeared to ship in ShipStation.

      Solutions

      Check error log

      Log into Connex. Below the selling channels grid, review your log. 

      Ensure update shipping details is activated

      If you export invoices from QuickBooks, then Connex must send those invoices back to QuickBooks. Ensure your settings are correct:

      1. Log into our software.
      2. Click settings.
      3. Select ShipStation from the drop down.
      4. Click order settings on the left.
      5. Click the transaction type tab. Ensure one of these options is chosen:
        1. Update QuickBooks transaction with shipping cost from carrier and tracking info
        2. Update QuickBooks transaction with tracking info only

      Ensure transaction type is correct

      If you export invoices from QuickBooks, then Connex must send those invoices back to QuickBooks. Ensure your settings are correct:

      1. On our settings page, click order settings > orders to QuickBooks > transaction type.
      2. Under types of orders, note the type of orders you export:

      Ensure you sync shipped and fulfilled sales

      If you export invoices from QuickBooks, then Connex must send those invoices back to QuickBooks. Ensure your settings are correct:

      1. On our settings page, click orders to QuickBooks and click manual sync.
      2. The order status field should say shipped and fulfilled:

      Run web connector

      If you are a QuickBooks desktop user, check the box to the left of Connex and click update selected.

      Connex has not synced sales from ShipStation to QuickBooks yet

      Run a manual sync from QuickBooks to ShipStation.

      Ensure order shipped

      Log into ShipStation. Open the sale. On the right, Ensure there is a shipping method and tracking details. Our software cannot sync orders that are manually shipped.

      Login as admin and resync

      At times, QuickBooks desktop will not allow our software to update his sale. This happens because it is our running reports in QuickBooks. This error is common when QuickBooks is on a remote server on multiuser mode. The solution is to re-sync the transactions:

      1. If you are a QuickBooks desktop user, go into single user mode.
      2. Log into the company file as admin.
      3. Log into our software.
      4. Click manual sync. 
      5. Under orders to QuickBooks, select the date range of shipped orders. If the order shipped on 10/20, enter 10/19 to 10/21 as the date range.
      6. Click save.
      7. Run your web connector.