Resolving an order exception
An order exception means TruSync couldn’t post the order to QuickBooks. Usually that’s something on the order it couldn’t map automatically, but it can also mean QuickBooks refused the posting. Here’s how to clear one.
Find out what’s unmapped
Open Order Exceptions and open the specific exception — it tells you whether the issue is a payment method, a tax jurisdiction, a product, or a QuickBooks Error.
A QuickBooks Error is not a mapping problem, so the steps in the next section don’t apply to it. Skip to “If the exception says QuickBooks Error”.
Resolve by type
- Unmapped payment method — go to Settings → Payments for that store and map the payment method to a QuickBooks payment method.
- Unmapped tax jurisdiction — go to Settings → Tax for that store and map the jurisdiction to a QuickBooks tax rate.
- Unmapped product — go to Settings → Products for that store and map the product to a QuickBooks item.
Once the mapping exists, TruSync syncs the order — you don’t need to do anything to the exception itself.
Customer Not Found is the one type with its own button rather than a mapping. It only appears on orders using a payment method marked invoiced on terms, which are billed to the customer’s own QuickBooks record. Press Match customer on the exception and either choose an existing QuickBooks customer from the searchable list (customers with exactly the billing company’s name are shown first, with their terms) or create a new one from the order’s billing details. TruSync saves the answer and invoices the order, and later orders from that company need nothing from you. You don’t rename anything in QuickBooks. If you later find a company was matched to the wrong customer, change it in Settings → Customers on Terms. See Invoice a customer on account.
If the exception says QuickBooks Error
This one means QuickBooks declined the document TruSync tried to create, rather than something being unmapped. Most often it’s the credit memo for a cancelled or refunded order. The exception shows the message QuickBooks returned.
There’s nothing to map, so Settings won’t clear it. If the cause was something you’ve since fixed in QuickBooks, or a temporary QuickBooks problem, press Retry on the exception and TruSync tries the order again. If it fails the same way, or the exception has no Retry button (TruSync leaves it off when a second attempt can’t change the outcome, and shows the reason instead), contact support and include the order number.
Worth knowing while it’s open: the original sale is still in QuickBooks and is unaffected. What’s missing is the cancellation or refund that offsets it, so that order’s total still counts as revenue until the offset posts.
If an exception won’t clear
- Double check you mapped the exact payment method, jurisdiction, or product name shown on the exception — a similarly-named mapping won’t match.
- Confirm your store and QuickBooks connections are both active; a lapsed connection can leave exceptions unresolved even after mapping.
- If the exception is a QuickBooks Error, mapping won’t clear it — see the section above.
FAQ
Why doesn’t TruSync just pick the closest existing mapping? Auto-mapping to a default causes rework later when an order lands in the wrong QuickBooks account — TruSync would rather wait for an explicit mapping than guess.
Will new orders with the same payment method also become exceptions? No — once you’ve mapped it, future orders using that payment method sync normally.
An exception says Customer Not Found and I can’t see what to map.
There’s nothing to map. That order is billed to a trade customer’s own QuickBooks record, and TruSync doesn’t yet know which customer the order’s billing company is. Press Match customer on the exception, then choose the customer or create a new one. TruSync remembers the answer, so it asks once per company. A customer shown as Parent:Child is a sub-customer. See Invoice a customer on account.
Can more than one exception share the same fix? Yes — mapping one payment method, jurisdiction, or product often clears every exception caused by it at once.