Why isn’t my order syncing?
If an order isn’t showing up in QuickBooks, work through these in order.
Check Order Exceptions first
Open Order Exceptions in your TruSync dashboard. This is the most common reason an order doesn’t sync — an unmapped payment method, tax jurisdiction, or product blocks that order until you map it. See Resolving an order exception.
Check your store’s connection
If the store shows as disconnected, no orders from it will sync until you reconnect. See Reconnect your store.
Check your QuickBooks connection
A QuickBooks reconnection needed banner means TruSync can’t post anything to your company at all, regardless of store. See QuickBooks connection issues.
Check whether order sync is turned on
Order sync can be turned off per store in Settings — confirm it’s on for the store the order came from.
Check the order’s currency
If the order settled in a currency other than your QuickBooks home currency — a Canadian or Mexican Amazon sale into a US QuickBooks company, for example — TruSync holds it rather than posting the amount under the wrong currency. It shows in Order Exceptions as Currency Not Postable, naming both currencies. Turning on Multicurrency in QuickBooks is required before those orders can post, but it is not the only condition: QuickBooks also has to give an exchange rate for the order’s date, and the customer TruSync posts against has to be in the order’s currency. The ones already held then need re-sending — press Re-send on the exception, or ask Trudy. See Selling in more than one currency.
If the order says a customer in QuickBooks is set up in a different currency
If the order is in a foreign currency and your QuickBooks already has a customer with the name TruSync needs, such as Web Sales Customer (CAD), but that customer was created in another currency, TruSync won’t post the order against it. QuickBooks would record the foreign amount in the customer’s currency. The message names the customer and both currencies, and nothing was sent to QuickBooks.
Rename that customer in QuickBooks, then retry the order. TruSync creates a customer in the right currency under the name it needs. See Selling in more than one currency.
If the order says the customer TruSync posts under is set up in a different currency
If the order is in your home currency but the customer chosen for your store was created in another currency, TruSync won’t post the order. QuickBooks would record the amount in the customer’s currency. The message names the customer and both currencies, and nothing was sent to QuickBooks.
QuickBooks does not let you change a customer’s currency, so choose a customer created in your home currency for the store, then retry the order. See Selling in more than one currency.
If the order says TruSync couldn’t read your QuickBooks currency settings
Before posting an order in a currency, TruSync reads your QuickBooks company’s currency settings to check the order against your home currency. If QuickBooks doesn’t answer that request, TruSync doesn’t post the order, because it can’t tell whether the amount would be recorded under the wrong currency. The order’s sync history shows Failed with the message “TruSync couldn’t read your QuickBooks currency settings”, and nothing was sent to QuickBooks.
You don’t need to do anything. TruSync tries again automatically, and the order posts once QuickBooks answers. This is different from an order held for being in a currency your QuickBooks file can’t hold, which waits for you to turn on Multicurrency. If the same message stays on an order for more than a day, reconnect QuickBooks from Settings, or contact support with the order number.
Check the order date
TruSync syncs orders from your connection date forward. An order placed before you connected the store won’t sync unless you ran the Backfill step during setup.
FAQ
Why does my order say TruSync couldn’t read my QuickBooks currency settings? QuickBooks didn’t answer the request that checks the order’s currency against your home currency. TruSync doesn’t post an order it can’t check, and nothing was sent to QuickBooks. It tries again automatically and posts the order once QuickBooks answers. If it stays that way for more than a day, reconnect QuickBooks from Settings or contact support with the order number.
I fixed the mapping but the order still hasn’t synced — how long does that take? Resolving the exception should sync the order shortly after; if it’s been a while, contact support from your dashboard.
Can I manually trigger a sync for one order? Resolving its exception (or its store/QuickBooks connection issue) is what triggers the sync — there’s no separate manual “sync now” button per order.
My Canadian and Mexican Amazon orders aren’t syncing but my US ones are — why? They settled in CAD and MXN, and your QuickBooks company can only hold its own home currency unless Multicurrency is turned on. Turning it on is required for them to post, and new ones then post as long as QuickBooks also gives an exchange rate for the order’s date and there is no customer of the same name in another currency; the ones already held need re-sending, which you do with Re-send on each exception in Order Exceptions, or by asking Trudy. See Selling in more than one currency.
Does a cancelled order in my store still need to sync? Yes — TruSync records the original sale and then the cancellation as separate transactions. See Cancellations & refunds.