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 must be associated with a NetSuite customer. This sometimes requires NetSuite Connector to create a new customer in NetSuite. New customers created by NetSuite Connector are always set as taxable. For more information, see Tax Setting for Customers.
An error will occur when NetSuite Connector attempts to create a new customer and NetSuite is not 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 subsidiary based in the United States.
To configure NetSuite to default new customers as taxable, read Setting Customers As Taxable By Default.
If the error appears when creating new customers in subsidiaries outside the United States, contact NetSuite Support. Request support to omit the taxable field from the data used in creating new customers.
Tax Schedule Errors
To apply a tax code to an order, NetSuite looks up the corresponding tax code based on the nexus in the order. Depending on the tax code set in the order, NetSuite either looks at the taxable schedule or non-taxable schedule. If one of the schedules is missing, NetSuite uses the other schedule, if 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 would not be in balance so it's rejecting the order. This error normally indicates that NetSuite Connector is trying to push a tax rate on the order but NetSuite is determining that the order should not be taxable and not allowing it to import.
Perform the following actions to troubleshoot these issues:
-
Verify if the order has tax. If the order has tax but it is not supposed have it, correct the issue in the storefront. This fix will stop future orders from being taxed incorrectly.
-
Create the order manually in NetSuite.
-
Check NetSuite settings.
Creating the Order Manually in NetSuite
To check the problem, create the order manually in NetSuite using the same order information that NetSuite Connector is trying to post to NetSuite. This should help duplicate 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 to 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 cannot post the tax rate on the order in NetSuite, NetSuite Connector will also not be able to post the tax rate.
Checking NetSuite Settings
If you are unable to post tax to the order you manually created in NetSuite, then check for the following:
-
Make sure the customer on the order is taxable.
-
Make sure the items on the order are taxable.
-
Check your tax schedules to make sure the state the order is shipping to is configured. If the order is taxable, but taxable nexus is not set up under the taxable tax schedule, NetSuite defaults to the nexus under the non-taxable schedule.
-
Check the shipping address is not entered incorrect.
-
If you are using subsidiaries, make sure your tax nexuses are added to the subsidiary used on the order form. The tax nexuses can be added in the Nexuses subtab of the subsidiary record.
Incorrect Item Amount with VAT Errors
If the item amount with VAT is incorrect in NetSuite, set NetSuite Connector to either of the following:
-
Pass the item totals into NetSuite as received from the storefront.
-
Subtract the VAT amount from the item when the order is sent to NetSuite so that NetSuite can add the VAT back.
For more information, read Configuring VAT in NetSuite Connector.