This article lists problems you might see when you install or run the BigCommerce - NetSuite integration app, with the cause and resolution for each. Find the error message or symptom you have, and follow its resolution. After you fix the cause, retry the failed records or run the flow again.
integrator.io bundle installation fails
Symptom: The Celigo integrator.io bundle (bundle ID 20038) shows an installation error in NetSuite. To check, go to Customization > SuiteBundler > Search & Install Bundles > List.
Cause: The NetSuite features the bundle needs weren't turned on before the bundle was installed.
Resolution:
- Turn on the required features. For steps, see Enable the required NetSuite features.
- Contact Celigo Support with your NetSuite account ID. Because the bundle is a managed bundle, Celigo pushes it to your account.
Customer record with this ID already exists
Symptom: An order import fails with Failed to add/update customer for order #1xx1. A customer record with this ID already exists. You must enter a unique customer ID for each record you create.
Cause: Auto-generated numbering isn't turned on for customers in NetSuite, so the customer name is used as the customer ID. When a new customer has the same name as an existing customer, the customer can't be created.
Resolution: In NetSuite, open Set Up Auto-Generated Numbers, and turn on auto-generated numbers for customers.
Order import fails when the parent customer has too many subcustomers
Symptom: The order import fails after the integration app has created many customers as child records of a default parent customer.
Cause: The customer import can add imported customers as subcustomers of a default parent customer. NetSuite allows a maximum of 10,000 customers and subcustomers, at all levels, in one customer hierarchy. When the limit is reached, NetSuite doesn't create new subcustomers, so the order import fails. For details, see the NetSuite Help Center. To raise your account's limit, contact NetSuite Customer Support.
Resolution: Do one of these:
- Configure the customer import to add customers to a new or different parent customer record.
- If you don't need a parent customer, remove the parent customer mapping. The default integration app setup uses only one default customer.
Company name is deleted from existing customers
Symptom: After an order import, the company name is missing from existing B2B customer records in NetSuite.
Cause: The order import updates existing customer records, and the customer mappings overwrite the company name.
Resolution:
- Update the BigCommerce bundle (bundle ID 119235) to version 1.0.2.1 or later.
- Update the customer mappings as shown in the following table.
| Export field (BigCommerce) | Import field (NetSuite) |
|---|---|
first_name |
Name |
last_name |
lastname |
{{#if$.company}}false{{else}}true{{/if}} |
Individual |
company |
Company Name |
After the update, when the order import finds an existing customer, it doesn't change the customer record. When no customer exists, the customer import creates one:
- If the BigCommerce order has no company name, the customer is created as an individual with a first and last name.
- If the order has a company name, the customer is created as a company with that company name, and without a first and last name.
Invoice initialize error
Symptom: Creating an invoice for an order imported by the integration app fails with invalid_initialize_ref.
Cause: NetSuite can create an invoice only from an approved sales order, and only after it's fulfilled, unless invoicing in advance of fulfillment is turned on.
Resolution:
- Make sure the sales order is approved. The saved searches used for export leave out orders in Pending Approval.
- In NetSuite, go to Setup > Accounting > Accounting Preferences > Order Management, and check the invoicing preference for invoicing in advance of fulfillment.
- If invoicing in advance of fulfillment is turned off, make sure the integration app bills orders when they're in Pending Billing status, not Pending Fulfillment. You set this in Auto-bill orders in NetSuite when the status is. For details, see Create invoices or cash sales automatically.
International order gets a US tax form
Symptom: When an order with an international shipping address is imported, NetSuite assigns a US tax form instead of the form for the shipping country.
Cause: The order import is missing the mappings that initialize the sales order with the shipping country.
Resolution: Update the bundle, and add two mappings to the order import.
| Export field (BigCommerce) | Import field (NetSuite) |
|---|---|
"shipaddresslist,entiry,shipcountry" |
celigo_initializeValues |
"cust" |
Ship To Select (Name) |
- Make sure the integrator.io bundle (bundle ID 20038) is up to date.
- Add the mappings in the preceding table to the order import.
- Import the order again. If the problem continues, contact Celigo Support.