Sync cancellations between Shopify and NetSuite

As a Shopify - NetSuite user, if your Customer Service team operates out of NetSuite, Shopify, or both, then Celigo's Shopify - NetSuite Integration App helps you to streamline your order cancellation process with its integration flows (NetSuite-Shopify and vice-versa).

The Integration App allows you to sync order cancellations from NetSuite to Shopify and vice-versa. This bi-directional behavior of the integration flows for canceled orders removes the complexity of maintaining one single master record in NetSuite or Shopify and simplifies the cancellation process.

To use the cancellation flows, on the Shopify - NetSuite Integration App, go to Flows then click on Cancellation.

• NetSuite Cancellation to Shopify Cancellation Add: This flow syncs fully canceled Shopify orders from NetSuite to Shopify when the Shopify orders are canceled in NetSuite.
  See Also: Customize NetSuite Cancellation to Shopify Cancellation Add.
• Shopify Cancellation to NetSuite Cancellation Add: This flow syncs fully canceled Shopify orders from Shopify to NetSuite when the Shopify orders are canceled in Shopify.

Notes:

• For both the cancellation flows, the Integration App can only sync fully canceled orders and cannot sync partial cancellations due to Shopify's Order API limitations.
• The cancellation flows are delta flows and they run as per the schedule.
• Either or both of these flows can be switched on (based on your requirement) and executed using the Run button.

Sync Cancelled Orders | NetSuite to Shopify | NetSuite Cancellation to Shopify Cancellation Add

Assumption: It is assumed that you have already enabled the NetSuite Cancellation to Shopify Cancellation Add flow in your Shopify - NetSuite Integration App.

To export fully canceled orders from NetSuite to Shopify:

1. In NetSuite, cancel the desired Shopify order.
   
   
2. Go to the Flows tab of your Shopify - NetSuite Integration App; then click Cancellation.
3. Click the Run button corresponding to the NetSuite Cancellation to Shopify Cancellation Add flow.

The fully canceled Shopify orders are fetched from NetSuite based on the criteria defined in the NetSuite Saved Search that is present as a drop-down list box (NetSuite Saved Search for syncing order cancellations) under the Settings > Cancellation section and sent to Shopify. Thus, keeping NetSuite and Shopify in sync.

Note: Once the selected order is closed, the Closed statuses of all the line items are moved to YES.

Once you have configured the flow correctly, on execution, all the canceled orders will be fetched from NetSuite and synced to Shopify. The status of the flow appears on the integration dashboard.

Note: The ETAIL CANCELLED ORDER EXPORTED checkbox under the eTail tab gets selected when the canceled order is fetched from NetSuite to Shopify.

You may also choose to modify this default NetSuite Saved Search in case it does not fit your requirements.

Customize | Sync Canceled Orders | NetSuite to Shopify | NetSuite Cancellation to Shopify Cancellation Add

You can customize the default (unlocked) NetSuite Saved Search (Celigo Shopify Cancelled Order Export [Account Name]) in NetSuite. This will enable you to execute the NetSuite Cancellation to Shopify Cancellation Add flow based on your criteria just in case the default NetSuite Saved Search does not work for you as expected.

Note: Celigo Shopify Cancelled Order Export (locked) saved search acts as a reference and cannot be edited.

To customize the default NetSuite Saved Search:

1. In NetSuite, search for Celigo Shopify Cancelled Order Export [Account Name] (NetSuite Saved Search).

2. Click the Edit link corresponding to Celigo Shopify Cancelled Order Export [Account Name].

3. Add/modify the fields as per your requirement and save the modified NetSuite Saved Search.

You can now use this modified NetSuite Saved Search before running the NetSuite Cancellation to Shopify Cancellation Add flow.

Sync Canceled Orders | Shopify to NetSuite | Shopify Cancellation to NetSuite Cancellation Add

Assumption: It is assumed that you have already enabled the Shopify Cancellation to NetSuite Cancellation Add flow in your Shopify - NetSuite Integration App.

To export fully canceled orders from Shopify to NetSuite:

1. In Shopify, cancel the desired order.
2. Go to the Flows tab of your Shopify - NetSuite Integration App; then click Cancellation.
3. Click the Run button corresponding to the Shopify Cancellation to NetSuite Cancellation Add flow.

The fully cancelled Shopify Sales Orders where order status is cancelled are fetched from Shopify and sent to NetSuite. Thus, keeping Shopify and NetSuite in sync. The order status in NetSuite is updated as "Cancelled" only when all the line items in the order are set to "Cancelled". For instance, a single line item in an order has been billed and two other line items are cancelled, and then the order status in NetSuite is updated as "Pending Fulfillment". If you try closing this particular billed line item, the NetSuite will prompt a message that it was already billed so it can only check the field ORDER CANCELLED IN SHOPIFY.

If you want to support cancellations, it is recommended to bill orders at a later point of time so that you can still cancel or close sales orders because if the order has been billed, the NetSuite will only require that the order be refunded. 

Note: When the order is cancelled in Shopify, the ORDER CANCELLED IN SHOPIFY checkbox in NetSuite under eTail > Shopify subtab gets selected.