Troubleshooting Common Order Sync Errors in NetSuite Connector

ERROR: INVALID_KEY_OR_REF – Invalid item reference key

This error means that NetSuite Connector matched the SKU on the order to a particular item in NetSuite. However, when NetSuite Connector sent that item in the order, NetSuite rejected the item. To resolve the error, check the following in NetSuite:

• Verify that the item with the internal ID shown in the error message belongs to the item you expected to be in the order. Note that all SKU values on items in NetSuite must be unique. If there are duplicate SKU values, NetSuite Connector may match to an unexpected item that is not configured correctly.

• If you are using subsidiaries, make sure the item whose internal ID is shown in the error message is in the subsidiary your ecommerce orders use.

• If the item is inactive, NetSuite does not permit posting orders against inactive items. If you want to keep the item inactive, first activate the item in the order to let NetSuite accept the order. Then inactivate the item again.

ERROR: INVALID_KEY_OR_REF – Invalid subsidiary reference key.

This error means that NetSuite Connector is trying to post a subsidiary value that NetSuite is not permitting. This error may be on the customer record or on the order. Follow these steps to narrow down the problem:

1. Check the order mappings and search for subsidiary.

   You should see a mapping for the ID referenced in the error message.

2. With the data listed in the order mapping, create a customer record or order manually in NetSuite.

Error: User_Error -Please configure the inventory detail for this line.

Inventory details are a set of fields in NetSuite. These fields must be populated on sales orders or cash sales when an item on an order is lot controlled, bin controlled, or serialized.

This error usually indicates that you do not have inventory detail configured for the item in NetSuite. You should be able to import the order after configuring the inventory detail for the item in NetSuite. The leading practice is that NetSuite provides the functionality to automatically populate the inventory details on orders. You can populate the sales order or cash sale form with the inventory details, or use a script to populate the inventory details.

You may have the inventory details configured, but the lot or bin that you are using can be out of inventory for the ordered item. In such cases, replenish the stock for the order to post.

If none of the preceding solutions work, NetSuite Connector can select the first available lot at a location. This selection will apply to all orders.

ERROR: USER_ERROR - You must enter at least one line item for this transaction.

To resolve this error, check if all items on an order correctly populate in NetSuite Connector and match the storefront order data. Then check the ordered items configuration in NetSuite. For example, for assembly items, ensure that you have a Bill of Materials (BOM) account selected for the line items.

ERROR: USER_ERROR - Inventory items must have a positive amount.

This error appears when one of the items is not priced above $0.00. If there is an item group in the order, also check the items within the group.

ERROR: TRANS_UNBALNCD — Transaction was not in balance.

This error appears when setting up Avalara to handle taxes in NetSuite. For more information, read the documentation on Avalara website.

ERROR: Invalid record type []

This error appears due to an error in the script in NetSuite. Check the scripts that are running in your account.

ERROR: UNEXPECTED_ERROR - An unexpected error occurred. Error ID:...

This error is mostly caused by one of the following reasons:

• A NetSuite outage or bug.

• An error in a NetSuite script. For script issues, contact NetSuite Customer Support.

If you are not able to resolve the issue, contact NetSuite Customer Support with the error ID.

An order wants you to enter a payment method, but the payment method has already been mapped.

This issue can occur if an order is posting to an existing customer in NetSuite. Check if the existing customer record has a default credit card. If yes, remove the default credit card so that the payment method NetSuite Connector is trying to send to NetSuite can take effect.

Order not found in NetSuite, can’t fix item group prices

This error appears when the order was deleted in NetSuite without deleting or canceling the order in NetSuite Connector. To resolve the error, delete the order from NetSuite Connector and import the order again, if required.