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?

You don't need to do anything. 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 the order number format shouldn't cause issues with NetSuite Connector if you follow these guidelines:

Don't change order numbers for orders that NetSuite Connector has already retrieved. Doing so can cause problems with later transactions, like fulfillments or refunds.
Don't reuse old order numbers on new orders.
If you have a special mapping for your order numbers, make sure the new format doesn't 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 the default discount item when it can't find a matching promo code.

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. If you import orders using CSV files, NetSuite Connector doesn't know about them and won't 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 will pull it back in the next 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 isn't from a recent period.
You don't want to wait for NetSuite Connector to pull the order automatically.

In all other cases, the orders will be automatically retrieved during the next 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, since the order is already in NetSuite, NetSuite Connector marks it as posted and doesn't resync it. If you want to resync the order, delete it from NetSuite Connector and retrieve it 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 from NetSuite and marks the order as posted, so it won't try to sync it again. Instead, NetSuite Connector looks for fulfillments linked to that order. You can't repost an order that was deleted from NetSuite. To resync the order, delete it from NetSuite Connector and retrieve it 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 doesn't have a feature to export mappings.

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

NetSuite Connector can only use items in the order data from the storefront. It doesn't support creating mappings to add more SKUs.

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

Amazon doesn't send customer information for FBA orders through the API. You'll need to set up a fixed customer in NetSuite Connector for those orders.

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 the quantityAvailable field. Quantity available is the total number of a SKU currently available to fill new orders. The other common metric of quantity in NetSuite is quantity on hand. Quantity on hand is the total number of inventory physically in the warehouse right now. But some of the quantity on hand may already be set aside for current orders, so using it might risk overselling.

Can different connectors sync quantity from different warehouses?

Yes, you can customize quantity mappings for each connector. This is helpful if you sell in multiple countries and want to avoid shipping internationally for items you have in local stock.

Can I have a negative quantity in a storefront?

Most storefronts don't support negative quantities. With NetSuite Connector, you should post a quantity of 0 or mark an item out of stock, depending on your 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 and removes the order from the orders list to save space and focus on recent orders.

Archived orders are still in NetSuite Connector but don't show up in the Order dashboard unless you search for a 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 doesn't have a shipping or payment method in the storefront. Check the order in the storefront to confirm. To show these values on NetSuite sales orders, update your storefront to include shipping and payment methods on orders. Also, set up the payment and shipping method mappings. NetSuite Connector then imports this info with the order and posts it 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 show up in NetSuite Connector if you have order update sync enabled for your marketplace or cart.

To fix this, change the Import Orders Created After setting in NetSuite Connector to a more recent date. This limits how far back it looks for orders. For more information, read Setting Order Cutoff Dates in NetSuite Connector.

If the orders have already been posted to NetSuite and you want to sync an update, delete them 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're available in the marketplace or cart 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, not the sales order. The item fulfillment shows the shipping method used, which might differ from the original sales order method.

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 so the tax total in NetSuite matches your storefront. There can be rounding differences when calculating tax between some storefronts and NetSuite, which may cause small tax rate differences on orders in NetSuite. The important number is the tax amount because it should always match between NetSuite and your storefront. If the tax rate or total doesn't match your storefront, check the following:

Verify if line level tax should be turned on for your configuration. This is controlled by the Per Line Taxes on Transactions box in NetSuite in Setup > Accounting > Set Up Taxes.
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 error notifications, add your email address to the notification settings for each connector and error type. 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 Line-Item Taxes are Enabled in Your NetSuite box in NetSuite Connector matches your line item tax settings in NetSuite.
If the storefront is remitting taxes for you, NetSuite Connector automatically omits tax from those 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 the price level to -1 for items in your order because -1 is the custom price level in NetSuite. With a custom price level, you can enter any price for an item. NetSuite Connector does this to make sure items in your synced order in NetSuite always have the same price as items in the storefront order, no matter what price levels are set on the item in NetSuite.

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

No. Since the order's already in NetSuite, NetSuite Connector marks it as Posted and won't resync it. To resync, delete the order from NetSuite Connector and retrieve it 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 can't post any extra data to those records or create mappings for them. 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 set up is based on incoming order data. The shipping method used is decided after NetSuite Connector has already synced the order into NetSuite.