Troubleshooting
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      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.

      Action Steps

      1. Check the settings. Is Connex configured to send shipped orders to QuickBooks? Is Connex instructed to update sales in QuickBooks?
      2. Get a copy of the sale from QuickBooks and ShipStation. Is the order in QuickBooks formatted correctly? Did the order ship from ShipStation with a tracking number on the top right?
      3. Check the Connex log. Is there a permissions error with QuickBooks? Does a manual sync work?

      Solution

      Check log

      Log into Connex. Click sync activity and errors. Search for errors associated with the missing orders.

      Improper permissions

      Your QuickBooks user must have read and write access to QuickBooks. We recommend signing into QuickBooks as the admin, before running the sync.

      Please note it is beyond our scope of support to set up QuickBooks users with the proper permissions. This guide will describe how to adjust permissions for your users.

      If you check the sync activity log in Connex, you will see many of these messages:

      Your Connex sync has failed. Open the company file that syncs with Connex. You may only sync, if your QuickBooks is closed or you have opened the file that normally syncs with Connex.

      Error 3140 : While trying to Add ItemNonInventory fedex home delivery. QB responded: There is an invalid reference to QuickBooks Account "Less Discount Given" in the Item Non-Inventory. QuickBooks error message: Invalid argument. The specified record does not exist in the list.

      To test, follow these steps:

      1. Log into QuickBooks as admin and open your company file.
      2. On our dashboard, click the manual sync button to the right of your connection.
      3. In orders to QuickBooks, enter an order number.
      4. Click submit.
      5. Run the web connector.
       

      Check settings

      There are two ways to ship orders. You can ship them yourself or you can ship them using a 3rd party fulfillment warehouse. If you ship 3rd party, then you need to specify fulfilled and shipped as the order statuses. Otherwise, Connex will fail to map shipping and tracking info. 

      1. On our settings page, click orders to QuickBooks and click manual sync.
      2. The order status field should say shipped and fulfilled.
      3. On our settings page, go to orders from QuickBooks.
      4. Ensure sync orders from QuickBooks to ShipStation is activated.
      5. Make sure type of orders matches what the customer wants. If the customer wants sales orders, then select sales orders.
      6. Make sure store name says manual orders:
      7. Click orders to QuickBooks.
      8. Under transaction type, make sure one of the update boxes is selected.
      9. Under types of orders, note the type of orders you export:

      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.

      In Connex, go to rules > order previewer. Enter the order number that failed to update. Click the eye icon and scroll down to shipping details. Verify that a tracking number appears. If you see none, send us a copy of the sale from ShipStation showing shipping info.

      Order should have no shipping line

      On the QuickBooks sale, make sure no line says the word ship. This can cause Connex to get confused and fail to update the sale properly. Make sure all line items have an item name. This sale will fail to update properly. If the issue persists, send us a copy of the sale from QuickBooks that Connex is trying to update:

      Login as admin and resync

      At times, QuickBooks Enterprise 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 Enterprise 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.