Payment method mapping errors

If orders are landing in Order Exceptions because of a payment method, here’s what to check.

Confirm you’re mapping the exact payment method

TruSync matches on the payment method name your store reports, word for word — a mapping for “Credit Card” won’t cover an order that came through as “Visa” if your store reports them separately. Open the exception to see the exact payment method name TruSync received, then map that specific name in Settings → Payments.

Brackets and extra spaces are the one difference TruSync lets through. Some stores report the same payment method as “PayPal Pay Later” on one order and “PayPal (Pay Later)” on another, so a mapping for either spelling covers both. Capitalization and wording are not treated that way: “Credit Card” and “Credit Cards” are two different payment methods and each needs its own mapping.

Marketplace stores don’t need payment method mapping

Amazon and eBay orders post as Invoices, which don’t carry a payment method — if you’re seeing a payment-method exception on one of these stores, something unexpected is happening; contact support from your dashboard.

No Payment Method is not a mapping problem

If the exception says No Payment Method, your store sent the order without saying how it was paid. There is no payment method name to map, so adding a mapping in Settings → Payments won’t clear it. Check the order’s payment in your store, then press Re-send on the exception once it shows a payment method. An order you keyed in yourself in your store’s admin isn’t held this way: it asks you whether it’s an invoice or a sales receipt instead, and you answer on the exception; see Invoice a customer on account. See Order Exceptions.

TruSync won’t auto-map to a default

This is deliberate — an incorrect auto-mapping creates more work later than waiting for an explicit one. Every payment method your store uses needs its own mapping before orders using it will sync.

TruSync does pre-select the choices it thinks are right and show them as suggestions, but they aren’t saved until you click Save these mappings in Settings → Payments. If you opened that screen, looked at the suggestions and navigated away, nothing was saved and your orders are still waiting in Order Exceptions.

A payment method that takes no money

Before chasing a deposit account, check whether the payment method takes money at all. If your trade customers order against a purchase order and you bill them afterwards, no money comes through your store, and there is no account for it to land in.

On BigCommerce, set How does this post? to Invoiced on terms — no money received in Settings → Payments. Deposit To switches off and the row saves without one. Those orders then post as invoices to the customer’s own QuickBooks record. See Invoice a customer on account.

Check the deposit account, not just the payment method

For every payment method that does take money, a mapping has two halves, and only one of them stops orders syncing. If the QuickBooks payment method is missing, orders become exceptions and you find out immediately. If the deposit account is wrong, orders sync perfectly well and post the money to the wrong account — which normally surfaces weeks later, when a bank reconciliation won’t balance.

Card payments — credit and debit cards, and card-backed wallets like Google Pay and Apple Pay — deposit to Undeposited Funds, because your processor pays them out to your bank in a batch covering many orders. PayPal-branded payments — PayPal, PayPal Pay Later, PayPal Credit, Venmo, and cards taken through PayPal checkout — deposit to your PayPal account, because the money lands in your PayPal balance.

A bank-type clearing account is the third right answer. If your accountant set one up for a payment method — a holding account of its own, often named like undeposited funds — leave the mapping pointing at it. TruSync reconciles payouts out of a clearing account with a journal entry rather than a Bank Deposit, so nothing is wrong and nothing needs changing.

The gateway’s name doesn’t decide which is which. Braintree handles both kinds, and names its own QuickBooks payment method “Braintree (PayPal)” even for card charges. If a payment method’s money doesn’t turn up where you expected, check that mapping’s deposit account first.

Neither does the payment method’s own name. “BigCommerce Payments” runs on Stripe for some stores and on PayPal for others under the identical name, and “Credit Cards” or “Apple Pay” describe what the shopper used rather than where the money lands. Where TruSync has synced orders under a payment method, it reads the settlement from the gateway transaction reference on those orders rather than from the name.

A mapping that used to be right has gone wrong

If nothing about the mapping changed but the money started landing in the wrong account, the usual cause is a change on your processor’s side — you switched processors, or turned a new one on alongside the old one. Your payment method names stay the same through that, so the mapping keeps pointing at the old processor’s account and nothing announces the change.

Ask Trudy to “audit my payment methods”. She compares each mapping against what your recent orders show and flags any that disagree, including payment methods that have started settling two different ways. Trudy tells you which mappings she could confirm, which look wrong, and which she couldn’t check. A payment method you’ve just added has no orders yet, so it comes back as unchecked, and unchecked doesn’t mean correct. A PayPal-style payment reference shows that PayPal processed the payment, not which account the money lands in, so it can’t confirm a deposit account by itself; a payout that carried those orders can. Then correct the deposit account in Settings → Payments; new orders follow the new mapping, and documents already posted aren’t changed retroactively.

FAQ

I mapped the payment method — why are older orders still stuck? Existing exceptions clear once the mapping exists; if they haven’t after a short wait, contact support from your dashboard.

Can two different payment methods map to the same QuickBooks payment method? Yes, if that’s how you want them grouped.

What if my store adds a new payment method later? Orders using it will become exceptions until you add a mapping for it, the same as any other unmapped payment method.

I switched payment processors. Why did my deposits move to the wrong account? Because the mapping didn’t move with you. Your store keeps the same payment method names through a processor change, so each mapping keeps pointing at the account your old processor settled into. Ask Trudy to “audit my payment methods” — she checks each mapping against what your recent orders show, and tells you which ones she couldn’t check — then correct the deposit accounts in Settings → Payments.

An exception says No Payment Method. Do I add a mapping? No. Your store didn’t report how the order was paid, so there is nothing to map. Check the order’s payment in your store and press Re-send on the exception once it shows a payment method. See Order Exceptions.

My payment method takes no money — customers pay me on invoice. What do I choose for Deposit To? Nothing. Set How does this post? to Invoiced on terms — no money received and Deposit To switches off. Those orders post as invoices to the customer’s own QuickBooks record and the money is recorded when the customer actually pays. See Invoice a customer on account.

Why did TruSync leave a deposit account blank instead of picking one? Because it couldn’t tell where that payment method’s money settles, and a wrong deposit account is much harder to find later than an empty one. Check your processor’s payout settings, then pick the matching account. Orders using the payment method wait in Order Exceptions until you do.

I mapped everything, so why is money in the wrong QuickBooks account? That’s the deposit account on the mapping, not the payment method. Card payments belong in Undeposited Funds and PayPal-branded payments in your PayPal account — unless your accountant set up a bank-type clearing account for that payment method, in which case it belongs there and TruSync reconciles it with a journal entry. Correct it in Settings → Payments and new orders follow the new mapping; documents already posted aren’t changed retroactively. See Bank Deposits & payouts.