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 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

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.

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.