Troubleshooting Product Sync Issues in NetSuite Connector

Following are some useful articles for resolving product sync issues:

Troubleshooting Product Sync Issues

Updating massive amounts of items in NetSuite continuously may clog your sync. This action may also cause more items to sync than the API limits of the associated endpoints can handle. When items flagged to sync receive an update to the item record, NetSuite Connector pulls the item in to sync again. Frequent mass item updates are rarely valid and often a sign of an automation that unnecessarily updates items.

If you notice significant delays in your sync, then you may have mass item updates occurring in NetSuite. To help you determine whether you have mass updates, you can check the last modified date on your items in NetSuite.

If NetSuite Connector does not update your items in the marketplace/cart during product sync, you can check the following areas.

Summary	Description
Check the sync status.	Verify if your sync is active in NetSuite Connector. Select the connector and the relevant account. Then, go to Data Flows > Manage Data Syncs. If the sync is turned off, you need to toggle the sync on. Take note of the following: Only one product sync type should be active at any time on any single connector-account combination. To avoid causing sync issues, do not enable Price and Quantity sync and Full Product sync at the same time. You cannot switch dynamically between two different sync types. If both Price and Quantity and Full Product syncs are turned off, turn on only the sync that you tested and configured.
Check the SKU.	Go to Data Flows > Products. Use the search box to enter your SKU. If the SKU shows as pending posting, wait until the scheduled sync runs. Then, recheck the status of the SKU. If the SKU shows as synced, recheck the item in the marketplace/cart. The item may have already synced while you were troubleshooting. If the SKU has an error, hover over the SKU to display the error. Typically, the error message tells you what to do to fix the issue. If you do not know how to fix the error, try searching the Help Center. If a specific product has an error, then that product will not sync. A large number of products with errors may also prevent other items without errors from syncing. NetSuite Connector can only sync a certain number of items during each sync, and will always retry items with error. That means NetSuite Connector could waste time and sync slots only to retry unfixed errors, which may leave other items out of sync. If the SKU shows as excluded, hover over the SKU to display the reason for exclusion and take appropriate action as needed. If you do not find the SKU when you search, ensure that you are searching in the correct connector-account combination. If you still cannot find the SKU, then NetSuite Connector must have missed pulling the item in to the sync, or categorized the item incorrectly. Take note of the following: Verify if you set the item to sync in NetSuite for the relevant connector and account. Each account requires a separate flag field. For more information about how to locate and flag products to sync in NetSuite, read Flagging Existing NetSuite Items to Sync. When you use Amazon, Walmart, or eBay for matrix items, you must flag the entire family to sync in all cases. This step also applies to Full Product sync for shopping cart connectors, such as Shopify, BigCommerce, Magento 2. In NetSuite Connector, try to manually retrieve the SKU. Click the Retrieve button, which is directly below the search box.
Check the list-based storefront flag field.	If you manually create a list-based storefront flag field, ensure that your list contains the exact order and values, as described in Creating a List-Based Storefront Flag Field Manually.
Check the category of your items on the Product Dashboard.	If the Price and Quantity sync is on, then you should see the PriceQty or a similar name in the category. For instance, having ShopifyPriceQty means that NetSuite Connector properly set the items to use the Price and Quantity sync for Shopify. Amazon typically uses the AmazonInventoryPrice name, but it may also use InventoryLoader for the Price and Quantity sync. If the Full Product sync is on, you should see the following: For shopping carts, you should see the name of the connector. For example, if you use Shopify Full Product sync, you should see Shopify. For Amazon, you should see the name of the custom template. This field contains the name specific to your account that usually includes a date. Ensure that this name is not blank nor shows Amazon, InventoryLoader, or AmazonInventoryPrice. Any other value is likely correct. The eBay connector is a special case. No matter which sync you turn on, the Category field should show eBayVariations or eBayFixedPrice. If your products are missing or do not show the correct category, make sure you have properly mapped your Category field. For more information, refer to the following sections: For Amazon, read Mapping Amazon Categories in NetSuite Connector. For shopping carts such as Shopify and Magento 2, read Mapping Cart Categories in NetSuite Connector.

Summary

Description

Check the sync status.

Verify if your sync is active in NetSuite Connector. Select the connector and the relevant account. Then, go to Data Flows > Manage Data Syncs. If the sync is turned off, you need to toggle the sync on. Take note of the following:

Only one product sync type should be active at any time on any single connector-account combination. To avoid causing sync issues, do not enable Price and Quantity sync and Full Product sync at the same time.
You cannot switch dynamically between two different sync types. If both Price and Quantity and Full Product syncs are turned off, turn on only the sync that you tested and configured.

Check the SKU.

Go to Data Flows > Products. Use the search box to enter your SKU.

If the SKU shows as pending posting, wait until the scheduled sync runs. Then, recheck the status of the SKU.
If the SKU shows as synced, recheck the item in the marketplace/cart. The item may have already synced while you were troubleshooting.
If the SKU has an error, hover over the SKU to display the error. Typically, the error message tells you what to do to fix the issue. If you do not know how to fix the error, try searching the Help Center.

If a specific product has an error, then that product will not sync. A large number of products with errors may also prevent other items without errors from syncing. NetSuite Connector can only sync a certain number of items during each sync, and will always retry items with error. That means NetSuite Connector could waste time and sync slots only to retry unfixed errors, which may leave other items out of sync.
If the SKU shows as excluded, hover over the SKU to display the reason for exclusion and take appropriate action as needed.
If you do not find the SKU when you search, ensure that you are searching in the correct connector-account combination. If you still cannot find the SKU, then NetSuite Connector must have missed pulling the item in to the sync, or categorized the item incorrectly. Take note of the following:
- Verify if you set the item to sync in NetSuite for the relevant connector and account. Each account requires a separate flag field. For more information about how to locate and flag products to sync in NetSuite, read Flagging Existing NetSuite Items to Sync.
- When you use Amazon, Walmart, or eBay for matrix items, you must flag the entire family to sync in all cases. This step also applies to Full Product sync for shopping cart connectors, such as Shopify, BigCommerce, Magento 2.
- In NetSuite Connector, try to manually retrieve the SKU. Click the Retrieve button, which is directly below the search box.

Check the list-based storefront flag field.

If you manually create a list-based storefront flag field, ensure that your list contains the exact order and values, as described in Creating a List-Based Storefront Flag Field Manually.

Check the category of your items on the Product Dashboard.

If the Price and Quantity sync is on, then you should see the PriceQty or a similar name in the category. For instance, having ShopifyPriceQty means that NetSuite Connector properly set the items to use the Price and Quantity sync for Shopify. Amazon typically uses the AmazonInventoryPrice name, but it may also use InventoryLoader for the Price and Quantity sync.
If the Full Product sync is on, you should see the following:
- For shopping carts, you should see the name of the connector. For example, if you use Shopify Full Product sync, you should see Shopify.
- For Amazon, you should see the name of the custom template. This field contains the name specific to your account that usually includes a date. Ensure that this name is not blank nor shows Amazon, InventoryLoader, or AmazonInventoryPrice. Any other value is likely correct.
- The eBay connector is a special case. No matter which sync you turn on, the Category field should show eBayVariations or eBayFixedPrice.
- If your products are missing or do not show the correct category, make sure you have properly mapped your Category field. For more information, refer to the following sections:
  - For Amazon, read Mapping Amazon Categories in NetSuite Connector.
  - For shopping carts such as Shopify and Magento 2, read Mapping Cart Categories in NetSuite Connector.

If you verified all areas but your product is still not syncing, contact NetSuite Customer Support.

Troubleshooting Product Sync Issues

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