One of the most helpful features of A2X for B2B is the fact that all B2B orders are automatically created in the accounting system, without the need to enable auto posting or log into A2X. If the user has access to Shopify and the accounting system, orders can be synced between the two systems.
If the synced Shopify order is not created in the connected accounting system, please consult this trouble shooting guide to diagnose and rectify the problem.
# | Problem | Please check | Solution |
1 | The tagged Shopify order has not appeared as a sale invoice in A2X or my accounting system. | Has it been at least three hours since the order was tagged? | Wait the full three-hour sync window. |
2 | The tagged Shopify order has not appeared as a sale invoice in A2X or my accounting system. | Was the tag applied exactly as A2XB2B? (Upper or lower case is fine, but spelling must be exact). | If necessary, correct the tag applied to the Shopify order. |
3 | The tagged Shopify order has not appeared as a sale invoice in A2X or my accounting system. | Are B2B settings enabled and is a general ledger account assigned in A2X for Shopify B2B settings? | Review your B2B settings page in A2X. |
4 | The synced Shopify order has appeared in A2X, but not my accounting system. The status is showing as 'not complete'. | Is a general ledger account assigned in A2X for Shopify B2B settings? | Review your B2B settings page in A2X. |
5 | The synced Shopify order has appeared in A2X, but not my accounting system. The status is showing as 'ready to post'. | Can you manually post the entry? Are you seeing an error code? | Try manual post, note any error, and if required to resolve, reach out to our friendly support team for assistance. |
6 | The synced Shopify order has appeared in A2X, but not my accounting system. 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 system. The status is showing as 'ready to post'. | Is the posting period in your accounting system open? This error code generally relates to a locked period. | Unlock the period in your accounting system and try posting again. |
8 | The Shopify B2B entry is not showing in A2X or my accounting system. | These entries are created once daily, on a delayed schedule. | 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 accounting system. | 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. | Changes must be made manually in your accounting system. |
10 | The tagged order was changed in the connected accounting system, but not in Shopify. | If you make changes to the invoice in the accounting system, 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 system | 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 system, you will need to delete the order (and subsequent payment) from the accounting system. |
12 | I wish to update my accounting system for changes made to the Shopify Order. How do I do this? | Once an order is tagged and synced to A2X, no further changes can be updated. There is no way to refresh a B2B order. | Changes will need to be made manually in the connected accounting system. |
13 | The invoice was paid in my accounting system, 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 system, but Shopify has not been updated. | Was the payment in the accounting system 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 system 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 system, 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 accounting system is different than the amount paid in Shopify - Why? | If the order in Shopify or the invoice in the system 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 system invoice is fully paid, irrespective of the actual amounts. |