Frequently asked questions
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.
Order sync
What QuickBooks transaction does TruSync create for an order? A Sales Receipt for stores that capture payment at checkout, or an Invoice for marketplace stores like Amazon and eBay. 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.
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.
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. See Why deposits don’t match order totals.
What happens when an order is cancelled after it’s already synced? TruSync creates a separate Refund Receipt dated on the cancellation — it never voids or edits the original transaction. See Cancellations & refunds.
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.