NetSuite Connector Order Sync FAQ

The following are some frequently asked questions for NetSuite Connector order sync.

I resolved my order errors. What do I need to do to get the order into NetSuite?

No action is needed to sync the orders. The orders automatically sync to NetSuite on the next automatic sync run.

I want to change the order number format my cart outputs. Will that cause problems with NetSuite Connector?

Changing order number format should not cause issues with NetSuite Connector provided you adhere to the following:

The order numbers for orders that are already retrieved into NetSuite Connector should not change. Changing order numbers on orders that NetSuite Connector has already retrieved can cause issues with subsequent transactions that use the order number, like fulfillments or refunds.
Old order numbers should not be reused on new orders.
If you have a special mapping for your order numbers, make sure the new order number format does not break the mapping.

If I choose the Post Coupon Code to Matching Coupon Code in NetSuite setting and there is no match, will it fall back to the default discount item?

Configure your default discount item as described in the topic Managing Order Discounts in NetSuite Connector. Then, NetSuite Connector will automatically fall back to using the default discount item when no matching promo code is found.

If I import unfulfilled orders from the storefront to NetSuite, will NetSuite Connector sync the fulfillments for the imported orders?

NetSuite Connector only looks for fulfillments for orders it syncs into NetSuite. In you import orders using CSV files, NetSuite Connector is not aware of those orders and will not attempt to sync them to the storefront.

I accidentally deleted an order from NetSuite Connector. How can I import the order back?

Deleting an order from NetSuite Connector removes the order from NetSuite Connector. In most storefronts, if the order was created or updated in the last two days, NetSuite Connector pulls the order back in the next order sync. In the following cases, you should manually pull the order into NetSuite Connector by clicking the Retrieve button on the Orders page:

The order was from a storefront, such as Amazon, where NetSuite Connector only pulls orders after the last pick
The order is not from a recent period
You do not want to wait until NetSuite Connector automatically pulls the order

In all other cases, the orders should be automatically retrieved again by the sync.

For information about retrieving an order, read Importing Orders from the Storefront in NetSuite Connector.

I deleted an order from NetSuite that was imported through NetSuite Connector. Will NetSuite Connector automatically import the order again?

No, because the order is already in NetSuite, NetSuite Connector marks the order as posted and does not resync the order. If you want to resync the order, delete the order from NetSuite Connector and retrieve the order manually. For information about retrieving an order, read Importing Orders from the Storefront in NetSuite Connector.

Can I repost an order from NetSuite Connector that has been deleted from NetSuite?

When NetSuite Connector posts an order to NetSuite, it stores the internal ID that NetSuite generates and assigns the ID to the order. NetSuite Connector also marks the order as posted and does not attempt to sync the order to NetSuite. Instead, NetSuite Connector starts looking for fulfillments associated with that order. Therefore, it is not possible to repost an order that was deleted from NetSuite. To resync the order, delete the order from NetSuite Connector and retrieve the order manually. For information about retrieving an order, read Importing Orders from the Storefront in NetSuite Connector.

Is there a way to export or save my mappings?

NetSuite Connector currently does not have a feature to export mappings.

Can NetSuite Connector create a mapping to add an SKU of my choice to an order?

No, NetSuite Connector can only use items in the order data received from the storefront. It does not support creating mappings to add more SKUs.

Why does my Amazon order not have customer information in it?

Your order may not have customer information because of the following reasons:

Amazon does not release customer information about Fulfilment By Amazon (FBA) orders when transmitting the orders through API. You must set up a fixed customer in NetSuite Connector for those orders.
You have the option to sync pending orders. Orders with a pending status do not provide customer information until those orders are moved out of pending status. Those orders are also assigned a fixed customer until NetSuite Connector detects the orders are no longer pending. When the orders are out of pending status, NetSuite Connector updates the orders with the correct details and changes the customer to the correct customer.

Why don’t my orders import to NetSuite after enabling TaxJar in NetSuite?

The orders does not import because the script execution order is incorrect. To resolve this issue, change the script execution order on the form (either sales order or cash sale) to which NetSuite Connector is posting the orders. The FA | UE Order Total Validation script should run after the TaxJar script.

For more information, read Changing the Script Execution Order in NetSuite Connector When TaxJar is Enabled

Should I use quantityAvailable field to sync quantity updates?

Yes, you should use quantityAvailable field. Quantity available is the total number of inventory for a SKU that is currently available for use in filling new orders. The other common metric of quantity in NetSuite is quantity on hand. Quantity on hand is the total number of inventory that physically located in a warehouse at the current time. However, some of the quantity on hand may already be allocated for fulfilling current sales orders. Therefore, using quantity on hand risks overselling.

Can different connectors sync quantity from different warehouses?

Yes, you can customize quantity mappings for individual connectors. This customization is useful if you are selling in multiple countries and want to avoid shipping internationally for items that you have in stock locally.

Can I have a negative quantity in a storefront?

Most storefronts do not support negative quantity. But when using NetSuite Connector you should post 0 quantity or mark an item out of stock, as appropriate for the storefront.

Some of my orders show as archived in NetSuite Connector. What does that mean? When does that happen and can I still access the orders?

NetSuite Connector archives orders that are 120 days old. Archiving compresses the data that composes the order and removes the order from the orders list in the order dashboard. Archiving is done to conserve space and focus on more recent and likely more relevant orders.

Archived orders are still in NetSuite Connector but do not show in the NetSuite Connector’s Order dashboard unless you search for the specific order number.

Removing an Order from Archive in NetSuite Connector

To remove an order from archive, follow this procedure.

To remove an order from archive:

Log in to app.farapp.com.
Select the desired connector and relevant account.
Go to Data Flows > Orders.
In the Search field, enter the order number that you want to remove from archive and press Enter.

The order displays in the list.
Click the pencil icon in the Action column and select Unarchive.

Sometimes, NetSuite Connector automatically removes an order from archive for some processes. Therefore, you may see some orders older than 120 days removed from archive in your account. For example, if you are using refund sync and an order older than 120 days was refunded, NetSuite Connector removes the order from archive to sync the refund.

Why are my shipping and payment method values blank when orders import into NetSuite Connector?

This issue occurs if the order does not have a shipping method or payment method in the storefront. Verify by checking the order in the storefront. To show these values on NetSuite sales orders, review and update your storefront configuration to include the shipping and payment methods when placing orders. Also, make sure you set up the payment and shipping method mappings. NetSuite Connector then imports this information with the order and posts the information to NetSuite.

For more information about setting up payment and shipping method mappings, read the following topics:

Why are old orders appearing in NetSuite Connector?

Old orders may appear in NetSuite Connector if you have the setting to sync order updates originating in your marketplace or cart enabled.

To resolve this issue, try changing the Import Orders Created After setting in your NetSuite Connector account to a more recent date. This date will limit how far back NetSuite Connector looks for orders. For more information, read Setting Order Cutoff Dates in NetSuite Connector.

If the orders have previously posted to NetSuite and you want to sync an order update, delete the orders from NetSuite Connector. For more information read Deleting and Canceling Orders in NetSuite Connector.

Why are all marketplace or cart fields not available when creating an order mapping?

NetSuite Connector can only map fields if they are available in the marketplace or cart’s API. For more information about viewing and mapping all available fields, read Finding an Available Order Data to Map in NetSuite Connector. If a field is not visible by following the method in the topic, then that field is not available in the API and cannot be mapped.

Why does the shipment method on the fulfillment in the storefront not match the shipment method in the order?

When syncing fulfillments from NetSuite, NetSuite Connector syncs the shipping method used on the item fulfillment and not the shipping method on the sales order. The item fulfillment represents the actual method used to ship the order, which may differ from the original shipment method on the sales order.

Why does the tax rate on the order in NetSuite not match the tax rate on the order in storefront?

By default, NetSuite Connector sets tax rates on orders in NetSuite such that the tax total in NetSuite matches the tax total in the storefront. There can be rounding method differences when calculating tax between some storefronts and NetSuite. Due to this rounding method difference, you may see slight differences in the tax rate shown on the order in NetSuite. The important number is the tax amount and that should always match between NetSuite and the storefront. If the tax rate and tax total do not match to your storefront, then check the following:

The Match Line-Item Tax Rates Match with Tax Rates Created from Transaction (Beta) box is checked in NetSuite. For more information, read Handling Line Level Tax Rates in NetSuite Connector.
If you have a NetSuite tax plug-in or solution, like Avalara, you may overwrite the tax rate NetSuite Connector sent with the order. Different tax solutions may or may not let NetSuite Connector set the rates on the orders NetSuite Connector sends. Check your tax solution documentation for answers. If the solution needs a field to be populated on the order, then NetSuite Connector can map the required value to that field. Avalara uses this method. If you are unable to accomplish the mapping through the user interface, contact NetSuite Customer Support.

Why are tax rates on cash sales not matching the sales order tax rates?

When a cash sale is created from sales order in NetSuite, NetSuite automatically recalculates the tax on the cash sale. To correct this, follow these steps.

To correct tax rates on cash sales to match the sales order tax rates:

Go to Connector > Configuration > Setup.
On the NetSuite Connector Setup page, check Match Line-Item Tax Rates With Tax Rates Created From Transaction (Beta).
Click Submit.

This setting will ensure that the line-item tax rates on the Cash Sale will match the tax rates on the Sales Order it was created from.

Why do I not receive an email notification when NetSuite Connector syncs have errors?

To get notified for errors, add your email address to the notification settings for the respective error type on each connector. For more information, read Notification and Email Settings for NetSuite Connector.

Why is NetSuite Connector not setting tax on my order in NetSuite when the order was charged tax in the storefront?

If the orders have tax charged in the storefront but that tax is not present on the order in NetSuite, then check the following:

Verify that the storefront actually charged tax on the order by checking the order directly in the storefront.
Check the order and order item mappings to see if you have mappings that are setting the isTaxable field to False.
Make sure the state of the Line-Item Taxes are Enabled in Your NetSuite box in NetSuite Connector accurately reflects the status of line item tax settings in NetSuite.
If the storefront is remitting taxes for orders to the taxing authority on your behalf, by default NetSuite Connector omits taxes from such orders. To change this behavior, read Omitting Remitted Tax in NetSuite Connector.

Why is NetSuite Connector setting a price level of -1 on my order mapping?

NetSuite Connector sets a price level of -1 on the items in your order because -1 represents the custom price level in NetSuite. When a custom price level is selected, any price can be entered for the item. NetSuite Connector sets this price level so that the items in your synced order in NetSuite always has the same price as the corresponding item in the storefront order. This price is regardless of what price might be set in various price levels on the item record in NetSuite.

Will NetSuite Connector automatically repost an order that is deleted from NetSuite?

No. Because the order is already in NetSuite, NetSuite Connector marks the order as Posted and does not resync the order. To resyc such an order, delete the order from NetSuite Connector and retrieve the order manually. For instructions on manually retrieving an order, read Importing Orders from the Storefront in NetSuite Connector.

Can NetSuite Connector post to fields on other records created from original sales orders in NetSuite?

The transformation of sales orders into other records such as cash sale and invoices is done in NetSuite. NetSuite Connector cannot post any additional data to those records or set any mappings to post data to those records. However, the NetSuite Connector SuiteApp provides a functionality for cash sale records that NetSuite creates from the sales orders sent by NetSuite Connector.

Using a script included in the SuiteApp, NetSuite Connector validates that the cash sale order total matches the total on the sales order. This validation ensures that the correct amount is billed.

Can NetSuite Connector look up the lowest cost shipping method from NetSuite and post it on the order during order sync?

No, any shipping method mapping you can create is based on incoming order data. Which shipping method you use to ship the order is determined after NetSuite Connector has already synced the order into NetSuite.