Troubleshooting Shipping Related Order Errors in NetSuite Connector
This topic covers troubleshooting of the following shipping related order errors:
Shipping Not Getting Calculated
Here's an example error:
ERROR: USER_ERROR - NetSuite Connector Error - Web order total is 1214.11 but NetSuite computed the total as 1104.15
To resolve this error, enable the Charge for Shipping feature from the Set Up Shipping page, by going to Setup > Accounting > Shipping. After you enable the feature, NetSuite Connector should add the shipping and sync to NetSuite. Enabling Charge for Shipping means shipping items need more data, and they'll stay invalid until you provide it. NetSuite gives an error if data is missing.
Missing Shipping Amounts for Orders
By default, NetSuite Connector sends the shipping amount to NetSuite. But if you don't provide a shipping method to NetSuite, or if it's not set up right, NetSuite ignores the shipping cost. To fix this, make sure you map the shipping methods from your storefront to NetSuite. If the default shipping method or the method on the order is set to Not Mapped, no shipping method goes to NetSuite, so it ignores the shipping cost.
For instructions on verifying shipping method configuration, read Configuring Shipping for NetSuite Connector.
For instructions on mapping shipping methods, read Mapping Order Shipment Methods in NetSuite Connector.
To use the native shippingCost field on the form, you need to enable Charge for Shipping in NetSuite. For more information, read Configuring Shipping for NetSuite Connector.
Unapplied Shipping Discounts for Orders Posted Using NetSuite Connector
If you have a discount that applies to the whole order, including shipping, you might see an issue when the order posts to NetSuite. The problem is the discount doesn't apply to the shipping cost in NetSuite. This happens if the SuitePromotions feature is enabled in NetSuite. With this feature on, promotions at the transaction level only apply to the subtotal. For example, discounts aren't applied to tax or shipping.
There are two ways to solve this issue:
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Create two separate promotions in the storefront. One promotion for the order amount and another for the shipping amount. If you have a promotion specifically for the shipping amount, SuitePromotions can apply the promotion to the shipping cost. These promo codes must have matching promo codes in NetSuite. For more information, read Setting Up Matching Promo Codes from the Marketplace or Cart to NetSuite.
Also, make sure the SuitePromotions is Enabled in Your NetSuite box is checked in NetSuite Connector. For more information, read Setting Up NetSuite Connector for Syncs.
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Or, turn off SuitePromotions in NetSuite to let discounts apply to tax and shipping amounts. For more information about enabling and disabling SuitePromotions, read Configuring Promotions.