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Problem

Please check

Solution

1

The synced Shopify order has not appeared as a sale invoice in A2X or my accounting ledger.

Each synced order will be sent to the accounting ledger after three hours. Have you checked to ensure three hours have elapsed?

Orders should appear three hours after being synced.

2

The synced Shopify order has not appeared as a sale invoice in A2X or my accounting ledger.

Was the tag applied exactly as shown here - A2XB2B? This can be in lower or upper case, but must be exactly these six text characters.

Apply the correct tag to the Shopify order.

3

The synced Shopify order has not appeared as a sale invoice in A2X or my accounting ledger.

Have the B2B settings been enabled? The radio button for B2B must be enabled, and a linked general ledger account must be populated.

Check the B2B settings page, and ensure this has been set up correctly.

4

The synced Shopify order has appeared in A2X, but not my accounting ledger. The status is showing as 'not complete'.

Check that you have the B2B settings, and Accounts & Taxes set up correctly, and try posting again.

5

The synced Shopify order has appeared in A2X, but not my accounting ledger. The status is showing as 'ready to post'.

Try and manually post the B2B entry to your connected ledger. Take note of the error code if the posting is not successful.

Resolve the error code noted by A2X when posting, and try posting again.

6

The synced Shopify order has appeared in A2X, but not my accounting ledger. The status is showing as 'ready to post'.

The error code relates to a missing currency code.

Please ensure multi currency is turned on in QBO, and all required currencies are set up in Xero, and try posting again.

7

The synced Shopify order has appeared in A2X, but not my accounting ledger. The status is showing as 'ready to post'.

The error code relates to a locked period.

Please ensure the period within the connected accounting ledger is not locked, and try posting again.

8

The Shopify B2B Payment journal entry is not showing in A2X or my accounting ledger.

This entry is created once a day, on a delayed basis. Please wait for a minimum of two days after the order has been tagged, and check to see if the entry has been created.

If the entry has still not been created after two days, please contact our Customer Success team to investigate.

9

The tagged order was changed in Shopify but not in my connected ledger.

After an order is tagged, A2X will wait three hours before syncing. Once the order has been synced, it is not possible to sync further changes to Shopify.

You will have to make your changes in the connected ledger manually.

10

The tagged order was changed in the connected ledger, but not in Shopify

If you make changes to the invoice in the accounting ledger, these changes will not update the Shopify order.

You will have to make your changes in Shopify manually.

11

I removed the tag from the order in Shopify, but the order still synced to my accounting ledger

If a tag is added in Shopify, and then removed, the order will still be synced by A2X.

If you no longer require the order to be synced to the accounting ledger, delete the order (and subsequent payment) from the ledger.

12

I wish to update my accounting ledger for changes made to the Shopify Order. How do I do this?

Once an order is tagged and synced, no further changes can be updated. There is no way to refresh a B2B order.

You will have to make your changes manually in the connected ledger manually.

13

The invoice was paid in my accounting ledger, but Shopify has not been updated.

Check the B2B Settings - has Mark as Paid been enabled?

Ensure Mark as Paid has been enabled.

14

The invoice was paid in my accounting ledger, but Shopify has not been updated.

Was the payment in the accounting ledger the full payment - i.e. 100% of the invoice was paid and it is showing as fully paid?

A2X for B2B does not sync partial payments from the ledger to Shopify. The order must be fully paid. Once fully paid, check Shopify to ensure payment was updated.

15

The invoice was paid in my accounting ledger, but Shopify has not been updated.

Was the payment already entered in Shopify?

A2X will update the Shopify order as paid only if there is a balance still owing on this order.

16

The amount paid in the ledger was different than the amount paid in Shopify - Why?

If the order in Shopify or the invoice in the ledger was changed after being synced, the Shopify order will be marked as fully paid - irrespective of the amount owing.

A2X will always mark the Shopify order as fully paid if the ledger invoice is fully paid, irrespective of the actual amounts.