Troubleshooting Tax Related Errors in NetSuite Connector
This topic discusses troubleshooting of the following tax related errors:
Taxable Field Not Visible Errors
When NetSuite Connector sends an order to NetSuite, it has to link it to a NetSuite customer. Sometimes, NetSuite Connector needs to create a new customer in NetSuite. NetSuite Connector always sets new customers as taxable. For more information, see Tax Setting for Customers.
You'll get an error if NetSuite Connector tries to create a new customer and NetSuite isn't set to tag new customers as taxable by default. The error message is NetSuite indicates the field taxable is not visible and/or not editable on your Customer form. This usually happens when the new customer is in a US-based subsidiary.
To set NetSuite to make new customers taxable by default, read Setting Customers As Taxable By Default.
If the error shows up when creating new customers in subsidiaries outside the US, contact NetSuite Support and ask them to omit the taxable field from the customer creation data.
Tax Schedule Errors
NetSuite finds the tax code for an order based on the nexus in the order. Depending on the tax code, NetSuite checks either the taxable or non-taxable schedule. If one schedule is missing, NetSuite uses the other if it's available. For more information, read Limitations for Using Preferred Tax Codes.
Tax Order Errors
For order errors related to tax configuration issues, you may get the following error message in NetSuite Connector:
NetSuite is reporting that the transaction amount isn't balanced, so it's rejecting the order. This error usually means NetSuite Connector is trying to apply a tax rate, but NetSuite sees the order as non-taxable and won't let it import.
Perform the following actions to troubleshoot these issues:
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Check if the order has tax. If it does, but it shouldn't, fix the issue in the storefront so future orders won't be taxed incorrectly.
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Create the order manually in NetSuite.
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Check NetSuite settings.
Creating the Order Manually in NetSuite
To check the problem, create the order manually in NetSuite using the same info NetSuite Connector is trying to post. This should help reproduce the problem.
To get the order information, click the Show Order Mapping option from the Action menu (pencil icon) on the order in NetSuite Connector. Make sure you use the same customer, items, and tax rate from the NetSuite Connector order when you create the order manually in NetSuite. NetSuite Connector does not post the total tax amount. NetSuite Connector posts the tax rates and relies on NetSuite to calculate the correct tax amount. If you can't post the tax rate in NetSuite, NetSuite Connector won't be able to post it either.
Checking NetSuite Settings
If you can't post tax to the manual order in NetSuite, check the following:
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Make sure the customer on the order's taxable.
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Make sure the items on the order are taxable.
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Check your tax schedules to make sure the shipping state is set up. If the order's taxable but taxable nexus isn't set up under the taxable tax schedule, NetSuite defaults to the nexus under the non-taxable schedule.
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Make sure the shipping address is entered correctly.
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If you're using subsidiaries, make sure your tax nexuses are added to the right subsidiary. You can add them in the Nexuses subtab of the subsidiary record.
Incorrect Item Amount with VAT Errors
If the item amount with VAT isn't correct in NetSuite, set NetSuite Connector to do one of the following:
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Pass the item totals into NetSuite as received from the storefront.
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Subtract the VAT from the item when sending the order to NetSuite so NetSuite can add the VAT back in.
For more information, read Configuring VAT in NetSuite Connector.