General NetSuite Connector FAQ
The following are some frequently asked questions for NetSuite Connector.
Do I need a NetSuite OneWorld account if I have international transactions?
NetSuite OneWorld is not required for international transactions. NetSuite Connector does not require OneWorld to sync order data but you need to set up the following in NetSuite for international orders:
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A tax nexus for each country or locality to which you ship orders.
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If you operate in other countries as different legal entities, you may need a subsidiary to represent each legal entity in NetSuite.
To check if you need OneWorld, you can conduct a series of manual transactions in NetSuite for a test accounting period. If you pass all the processes, procedures, and accounting in your test without OneWorld, then you probably do not need OneWorld.
Do you integrate with payment gateways such as Stripe, Square, Authorize.net, and PayPal?
Direct integration with a payment gateway is rarely required, so NetSuite Connector does not have any direct integrations. Almost all ecommerce systems such as Shopify, Magento, and eBay already integrate with payment gateways directly. Some marketplaces or carts let you only authorize payments through the payment gateway and do the payment capture on your own. Whereas, other marketplaces or carts require you to do both authorization and capture payment through their system. Such systems that let you to do your own payment capture provide the payment gateway transaction IDs as part of the order data. NetSuite Connector can import this data so that you can do the payment capture yourself. This task does not require direct integration from NetSuite Connector to payment gateway if your business system, like NetSuite, integrates with your payment gateway.
Does enabling SuiteTax in NetSuite require any changes to NetSuite Connector?
NetSuite Connector currently does not support SuiteTax. This feature is in development, and you will be notified when it becomes available. Until that time, do not enable SuiteTax in NetSuite. Enabling SuiteTax on NetSuite accounts connected with NetSuite Connector can result in irreversible configuration issues.
Does NetSuite Connector send email alerts when inventory is low?
NetSuite Connector does not send email alerts when your item quantities are low. The reason is, NetSuite Connector does not keep a record of your inventory and does not monitor your inventory levels. NetSuite Connector does not know if your inventory is considered low or out of stock. You should configure NetSuite or your marketplace or cart to get such email notifications.
Does NetSuite Connector support subscription orders?
No, NetSuite Connector does not support subscription orders, and storefronts must handle the subscription functionality. The order must be processed as a single order and placed at the set interval. NetSuite Connector only imports order data from the storefront. If the imported subscription order is one aggregated order instead of a single interval, NetSuite Connector does not parse the order to be placed at the set interval. The storefront should separate the order.
For example, assume that the subscription is $10 monthly for a period of 12 months. If the storefront aggregates that subscription order into a single order of $120, NetSuite Connector cannot separate that to be charged for $10 every month. A separate order of $10 must come every month in NetSuite Connector.
Many storefronts recommend to use a third-party app that handles the subscription functionality.
How does NetSuite Connector determine when to post a new customer or use an existing customer?
NetSuite Connector searches customers in NetSuite based on a combination of email and either name or company name of the customer on the order. The search criteria may vary depending on your account configuration.
If NetSuite Connector does not find a match using the customer information on the order, then it creates a new customer. If NetSuite Connector finds multiple customer records that match the customer information on the order, it matches to the oldest customer record by created date.
When a customer matches a name or company name, but not the email address, a new customer record is created. If the customer ID (entity ID) in NetSuite is composed of the first name and last name, NetSuite Connector appends the customer ID with the order number. The reason is that NetSuite requires all customer or entity IDs be unique.
For example, assume the customer name Bob Smith on order 17363 matches to an existing customer Bob Smith in NetSuite. However, the email address for the existing customer differs from the email address on the order. In this case, a new customer record is created with the name Bob Smith [17363]. This makes the customer or entity ID on the record unique.
How can I find my NetSuite role ID?
For NetSuite Connector, the default role name in NetSuite is NetSuite Connector Web Services. To know the role ID of the role, read Internal IDs Associated with Roles.
I changed the design of my site. How will this affect NetSuite Connector?
Cosmetic changes to the website layout should not cause any issues with your integration. However, other changes such as server, operating system, database, or network may impact your sync depending on the change and specific settings and mappings. You should sync a test order to determine if the change had an impact.
Can I send files or data from files to the storefront?
No. There is no functionality to send unrelated or random data during the sync.
NetSuite Connector only sends the data that appears on the records used as the source record for the associated sync.
When do I turn off my existing sync service so I can use NetSuite Connector?
This is common when you have another service that is syncing items or orders and you want to integrate NetSuite Connector service.
You should keep your existing service running during the NetSuite Connector integration. For more information, read Switching to NetSuite Connector from an Existing Integration.
When I log in to NetSuite Connector, the Profile page in my account settings shows inaccurate details.
The primary user is the only user to which the profile applies. Other users do not have profiles. Therefore, each user will see the same information in the Profile page irrespective of the user ID you used to log in.
Usually, the person who opens the NetSuite Connector account provides the information in the Profile page. If your user ID has the required permissions, you can edit the information for accuracy. For more details, read Changing the Primary User Information in NetSuite Connector.
Why can I not change the account name of a connector after creating it?
The account name is closely integrated with each connector you create in NetSuite Connector. You cannot change the account name to avoid breaking the integration.
NetSuite Connector creates a default account for each storefront.
You can edit the Nickname field to create a custom name for your connectors. Changing the nickname does not have any adverse effects on your integration. For more information, read Updating the Connector Account Nickname in NetSuite Connector.
Why NetSuite Connector does not post credit card numbers?
NetSuite Connector does not import credit card numbers. Instead, NetSuite Connector imports credit card tokenization details by default to maintain Payment Card Industry (PCI) compliance. Most storefronts do not support capturing full payment details. However, if a storefront supports capturing full payment details and NetSuite Connector imports this data to NetSuite, that would be a breach of PCI compliance.
Can I map to a custom record in NetSuite?
Currently, NetSuite Connector does not support mapping to a custom record type in NetSuite.
Can I manually change the items on an order in NetSuite or in 3PL?
You can change items on your orders in NetSuite, but that will disable partial fulfillments. The reason is that NetSuite does not know for which item you are making the substitution. When the order is completely fulfilled, NetSuite Connector communicates to the storefront that the items it has on the order were fulfilled, regardless of what you actually fulfilled. The reason is that if NetSuite Connector tries to indicate other items were fulfilled, the storefront will throw an error.
If you do not need partial fulfillments to sync, change the items on the synced orders in NetSuite. However, make sure those changed items will not reflect in the storefront.
Can I make syncs run at a specific time?
Consider the scenario where the sync runs every 60 minutes and you want to run it at a specific time during that interval. For example, at the beginning of the hour. In this case, first time you should manually run the sync at the start of the hour.
After that, the sync should run 60 minutes from when you triggered the manual sync. For example, if you manually start the sync at 12:01, the next sync should run roughly at 1:01, and so on.
For more information, read Manually Triggering a Scheduled Sync in NetSuite Connector.
There may be small variations that occur between runs, which can add up and push back or delay the sync. Eventually, the sync may not run at the desired time. Therefore, you may need to revisit the sync periodically and manually trigger the sync at the desired time again.
Can I disable user credentials on the NetSuite Connector integration record?
If NetSuite Connector is using token-based authentication to connect to NetSuite, you can safely disable user credentials on the NetSuite Connector integration record.
Can I connect my NetSuite Connector account to more than one NetSuite accounts or change the NetSuite account to which the NetSuite Connector is connected?
A single NetSuite Connector account can only connect to a single NetSuite account.
Sometimes, you may need to test new workflows in your sandbox or release preview accounts. However, after your NetSuite Connector integration goes live, you should not change the NetSuite account to which your NetSuite Connector account is connected.
To use your nonproduction NetSuite account to test with NetSuite Connector, contact NetSuite Sales.
Can I connect both NetSuite production and sandbox accounts to the same NetSuite Connector account?
No, you cannot connect both NetSuite accounts to the same NetSuite Connector account. You can connect only one NetSuite account to a NetSuite Connector account at a time. The NetSuite sandbox account requires you to create a NetSuite Connector sandbox account.
Can NetSuite Connector upload or download CSV files for products, orders, or mappings?
NetSuite Connector does not provide the CSV file upload functionality, but NetSuite does. Upload data directly into NetSuite.
NetSuite Connector only exports sync errors to a CSV file. You can export the errors from the order sync or product sync dashboards.
Can NetSuite Connector sync customers to NetSuite without an order?
No, NetSuite Connector does not sync customers to NetSuite without an order.
Why is the tracking link not working?
This problem usually occurs when the carrier on the item fulfillment is different from the carrier that actually shipped the order and provided the tracking number. To fix this problem, make sure the carrier on the item fulfillment is the carrier that provided the tracking number.
The tracking link is automatically generated by placing the tracking number into a link template determined by the carrier. When you place a FedEx tracking number into a link template for a FedEx carrier, the link works. However, if you place a UPS tracking number into a link template for a FedEx carrier, the link is invalid.