Frequently asked questions

Quick answers to the questions merchants ask most about connecting stores, syncing orders and inventory, and billing. Each answer links to the page with the full detail.

Getting started

Which platforms does TruSync support? BigCommerce, Shopify, Amazon, eBay, Wix, and WooCommerce. Walmart is pending Walmart’s business review and will be added here once available.

Do I need to connect QuickBooks before connecting a store? Yes — QuickBooks is the accounting side every store syncs into, so connect it first.

Is there a free trial? Yes, every TruSync account starts with a free trial before billing begins.

Can I connect more than one store to the same QuickBooks company? Yes — multiple stores can map to one QuickBooks company, each with its own settings.

How does TruSync work? TruSync connects your store to QuickBooks Online. As orders come in, TruSync posts them to QuickBooks in real time. Separately, TruSync watches QuickBooks’ quantity on hand and pushes any change out to your connected storefronts — whether that change came from an order, a manual adjustment, or another tool — so your books and your storefront stay in agreement.

Order sync

What QuickBooks transaction does TruSync create for an order? Marketplace stores like Amazon and eBay always post Invoices. On other stores, a paid order posts as a Sales Receipt and an unpaid order posts as an Invoice that is cleared when payment arrives. The exception is a BigCommerce order you keyed into the store’s admin with no payment method: TruSync asks you whether it is an invoice or a sales receipt. See Sales Receipt vs. Invoice.

Does TruSync sync orders from before I connected my store? No, not automatically — use the Backfill step in setup if you want historical orders synced.

How far back can Backfill go? That depends on your store’s platform, not on TruSync. Some platforms only make a recent window of orders available to connected apps — Shopify allows the last 60 days, Walmart the last 180. Others place no limit. On Shopify, that 60 days is the order history Shopify grants apps by default, and TruSync does not currently have the extended access that reaches further back, so it is a Shopify restriction rather than a TruSync setting. If you pick a start date the platform can’t reach, TruSync tells you the date it will actually start from before you begin, and again when the backfill finishes. See Order sync.

How do I know what start date to use if I switched from another connector? In the Sync Historical Orders step, choose Yes, sync historical orders. If TruSync recognises your previous connector’s documents in QuickBooks, it shows the date they end and a Start on button with that date. If nothing is shown, use the date your previous connector stopped. See Order sync.

Why did Backfill stop without syncing anything? TruSync checks every order in the range against the transactions already in QuickBooks before it posts any of them. If it can’t complete that check, it stops rather than sync orders it couldn’t check, because duplicate entries are far harder to undo than a second backfill run. The message says which of two reasons applies. If the range holds more existing transactions than the check can read in one pass, run it again over a shorter date range. If TruSync couldn’t reach QuickBooks at all, check your QuickBooks connection and run it again over the same range — a shorter range won’t help. Nothing was posted either way, so re-running is safe. See Order sync.

Why did an order not sync? Check Order Exceptions first — an unmapped payment method, tax jurisdiction, or product is the most common cause. See Order not syncing.

Inventory

Does TruSync write inventory changes to my storefront directly from an order? No — every inventory update goes through QuickBooks’ quantity on hand first, so it stays consistent across every store sharing that item.

Do I need to turn on inventory sync separately from order sync? No — both run automatically once your store is connected and your products are mapped. There’s no separate setup step for either. Inventory sync is on by default, and you can turn it off for a store by unticking Sync inventory adjustments in Settings → Sync. It acts only on products mapped to a QuickBooks Inventory item, because that’s the only type QuickBooks tracks quantity on hand for. See Inventory sync.

Inventory sync is on, but my storefront quantities never change. Why? First check that Sync inventory adjustments is ticked in Settings → Sync for that store — unticked, TruSync doesn’t write quantities to it. Then check the Type of your items in QuickBooks. TruSync pushes quantity on hand, and QuickBooks only tracks it for Inventory items — not Non-inventory or Service items. If your items are Non-inventory or Service, there’s no quantity for TruSync to push, so nothing happens. That’s expected, and it’s common when another system manages your stock. See Inventory sync.

What causes an inventory mismatch between QuickBooks and my store? Most often it’s orders being held. An order that can’t post to QuickBooks — an unmapped payment method, product, or tax jurisdiction — never decrements quantity on hand, so QuickBooks stops counting those sales while your storefront keeps selling. Check Order Exceptions first. The other common causes are an unmapped product, a manual inventory adjustment made outside TruSync, and a refund that hasn’t been processed in QuickBooks yet. See Inventory mismatch.

Can held orders cause me to oversell? Yes. Your storefront quantities are refreshed from QuickBooks, so while orders sit held, the storefront is set back to a quantity that doesn’t account for those sales. TruSync emails you when orders are waiting, and again if nothing has posted to QuickBooks for a few days. See Order exceptions.

Payments, tax, and deposits

Who handles sales tax for marketplace orders? Amazon and eBay collect and remit sales tax as marketplace facilitators — TruSync posts those orders at zero tax.

Why doesn’t my Bank Deposit match the order totals? Fees, timing, and any refunds within the same settlement period all account for the difference. Transfers between your payment platform’s balance and your bank, holds, and lines TruSync couldn’t classify are shown on the payout but deliberately left off the deposit. See Why deposits don’t match order totals.

What happens when an order is cancelled after it’s already synced? It depends on whether the money moved. A paid order (posted as a Sales Receipt) gets a separate Refund Receipt dated on the cancellation. An Invoice with a payment or settlement against it gets a Credit Memo. An Invoice that was never paid or settled, and not partly refunded earlier — which is what a cancelled marketplace order normally is — is voided, with no Credit Memo. If it was partly refunded first, TruSync writes a Credit Memo for what is left instead of voiding it. Voiding keeps the Invoice and its number in QuickBooks as a record. A few cases aren’t picked up yet, so check Cancellations & refunds for the current list.

Account and billing

Who can see my customer data? Your TruSync organization and the QuickBooks company you connect it to — TruSync doesn’t share store or customer data with other merchants.

What happens to my synced data if I cancel my subscription? Nothing already in QuickBooks changes — cancelling stops future syncing, it doesn’t undo past syncs.

What does TruSync cost? Pricing is per connected store, based on how many orders you process per year. Current plans: Starter ($25/month, up to 10,000 orders/year), Growth ($50/month, up to 25,000), Pro ($100/month, up to 100,000), and Enterprise ($250/month, up to 1,000,000). See Billing & plan.

How do I subscribe? Subscribing happens through wherever you installed TruSync — your platform’s app marketplace for Shopify, Wix, or BigCommerce, or directly through TruSync for a WooCommerce or eBay install. Every account starts with a free trial first.

What kind of ROI can I expect? It depends on how you handle order entry today. If you’re manually entering or copy-pasting orders into QuickBooks, that typically runs 2–4 minutes per order — at 300 orders a month and a conservative $50/hour, that’s several hundred dollars a month in time alone, before counting the cost of the inventory mismatches and data-entry errors manual entry tends to create.