Troubleshooting Order Import Issues in NetSuite Connector
This topic covers troubleshooting for the following order import issues:
Order Not in NetSuite Connector
If your order is not in NetSuite Connector, check the following:
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Order sync is enabled – Check if order sync is enabled. Orders will not import if order sync is disabled.
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Marketplace or cart is connected to NetSuite Connector – Test your credentials to make sure your account's connected. For steps on specific connectors, read Integrating NetSuite Connector with Supported Storefronts or 3PLs.
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Order status for NetSuite Connector is set to import – Check the order status. If the missing order’s status is not highlighted in the Automatically import orders in the following statuses field, the order will not be imported. For more information, read Setting Order Statuses for Automatic Import in NetSuite Connector.
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Order date is older than the order cutoff date – If the order date is before the order cutoff date set in the Import Orders Created After field, the order will not import. For more information, read Setting Order Cutoff Dates in NetSuite Connector.
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Order sync has run – Order sync runs every 20 minutes. So, NetSuite Connector can take up to 20 minutes from when the order status updates to import the order.
Note:For Amazon FBA, the default order sync interval is 5 hours.
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Manually import the order – Check if you can manually import the order from your marketplace or cart. For instructions, read Importing Orders from the Storefront in NetSuite Connector.
Order Not Imported into NetSuite
If your order didn't import into NetSuite, search for the order by ID in NetSuite Connector. If you don't find the order, read Searching for Orders Posted By NetSuite Connector.
Sometimes, the order is in NetSuite Connector, but shows an error that needs to be fixed before it can be imported into NetSuite. If the order has an error for several days and you don't resolve it, NetSuite Connector might automatically cancel the order. Make sure you address order import errors so the orders import correctly. You should get order import error notifications by email.
If your order status is Cancelled, you can revert the canceled order. For more information, read Reverting Canceled Orders.
Order Not Imported into NetSuite but Its Status is: Order Posted, Waiting for Shipment
Search for the order in NetSuite. For more information, read Searching for Orders Posted By NetSuite Connector.