Troubleshooting Order Import Issues in NetSuite Connector
This topic covers troubleshooting for the following order import issues:
Order Not in NetSuite Connector
If your order is not in NetSuite Connector, check the following:
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Order sync is enabled – Check if order sync is enabled. Orders will not import if order sync is disabled.
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Marketplace or cart is connected to NetSuite Connector – Test your credentials to ensure your account is connected. For instructions on specific connectors, read Integrating NetSuite Connector with Supported Storefronts or 3PLs.
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Order status for NetSuite Connector is set to import – Check the order status. If the missing order’s status is not highlighted in the Automatically import orders in the following statuses field, the order will not be imported. For more information, read Setting Order Statuses for Automatic Import in NetSuite Connector.
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Order date is older than the order cutoff date – If the order date is before the order cutoff date set in the Import Orders Created After field, the order will not import. For more information, read Setting Order Cutoff Dates in NetSuite Connector.
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Order sync has run – Order sync runs every 20 minutes. So, NetSuite Connector will take up to 20 minutes from when the order status updated to import the order.
Note:For Amazon FBA, the default order sync interval is 5 hours.
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Manually import the order – Check if you can manually import the order from your marketplace or cart. For instructions on manually importing an order, read Importing Orders from the Storefront in NetSuite Connector.
Order Not Imported into NetSuite
If your order did not import into NetSuite, search for the order by ID in NetSuite Connector. If you do not find the order, read Searching for Orders Posted By NetSuite Connector.
Sometimes, the order is in NetSuite Connector, but indicates an error that must be resolved for importing into NetSuite. If the order has an error for several days and you do not resolve the issue, NetSuite Connector may automatically cancel the order. Make sure you address order import errors so that the orders import properly. You should get order import errors on your email address.
If your order status is Cancelled, you can revert a canceled the order. For more information, read Reverting Canceled Orders.
Order Not Imported into NetSuite but Its Status is: Order Posted, Waiting for Shipment
Search for the order in NetSuite. For more information, read Searching for Orders Posted By NetSuite Connector.