Troubleshoot Shopify – NetSuite integration app errors

missing_static_lookup 

Failed to add Shopify Order#1234. Could not find the mapping in static lookup. { Source: shipmethodLookup} { Key: Free Shipping}

missing_static_lookup 

Failed to add Shopify Order#1234. Could not find the mapping in static lookup. { Source: paymentmethodLookup} { Key: direct}

value_lookup_failed 

Failed to add Shopify Order#1234. A mapping error occurred. Could not find "White Tee" in the "Name" field of the record type "item".

Error code: no_items_mapped_on_order

Error message: Unable to create the order in NetSuite for the Shopify order #1234. The order does not have any items mapped. (Source: Post submit hook)

Do one of the following, and then retry the error:

• Move a plain line field, such as Items : Quantity, above the Items : Item row in the mapping.
• Write the expression so that it starts with the plain SKU value ({{{line_items[*].sku}}}…) before any condition.
• Restore the integration app’s standard SKU lookup.

If the customized lookup exists to post order lines that have no SKU (for example, gift cards or POS tenders) to one NetSuite item, keep the standard lookup and use Settings > Item > NetSuite Item to track Shopify order lines with no SKU value instead. See Track Shopify order lines with no SKU value.

unique_cust_id_reqd 

Failed to add Shopify Order#1234. Failed while creating customer, message: A customer record with this ID already exists. You must enter a unique customer ID for each record you create. To correct this record, go back and enter a new customer ID in the Customer field. Then, select Submit.

There are multiple ways to resolve this error: One way is to enable NetSuite 'Auto Generate Numbers' feature for Type Customer.

An alternate way is to modify the Retry Data & change the First Name & Last Name on the Customer record.

unique_cust_id_reqd

Failed to add Shopify Order#1234. Failed while creating customer, message: A customer record with this ID already exists. You must enter a unique customer ID for each record you create. To correct this record, go back and enter a new customer ID in the Customer field. Then, select Submit.

Restore the Customer Id Map entry. For steps, see Order imports fail if customer record with same ID already exists in NetSuite.

Don't enable auto-generated numbers to resolve this cause. For an existing customer, it creates a duplicate customer record.

To resolve the issue:

user_error 

Failed to add Shopify Order #1234. Failed while creating customer, message: Please enter a value(s) for: Subsidiary.

user_error 

Failed to add Shopify Order#1234. Please choose an item to add

To resolve this issue:

Once all your products have SKUs in Shopify, you may keep the settings so whenever you encounter the same error, you will still be able to import the order but using a default item in NetSuite.

unexpected 

{ [Error: socket hang up] code: 'ECONNRESET' }

unexpected 

{ [Error: connect ECONNREFUSED] code: 'ECONNREFUSED', errno: 'ECONNREFUSED', syscall: 'connect' }

user_error 

Failed to add Shopify Order #1159. Please enter value(s) for: Bill To

user_error 

Failed to add Shopify Order #1159. Please enter value(s) for: Ship To

invalid_key_or_ref 

Invalid price reference key -1

unexpected 

{ [invalid_extension_response: Extension result does't contain the same number of elements as the request object.] name: 'invalid_extension_response', source: 'sc4n' }

The error could appear for the following reasons:

Resolution 1:

Resolution 2: Contact your NetSuite administrator to resolve conflicts in the configuration record.

500 

Unable to get the required data from export due to the error: {"errors": "Internal Server Error"}. To resolve the error contact Celigo Support.

Select Update Unlisted App in the pop-up window if the Shopify app needs an update. Sign in to Shopify with admin permissions.

Set the handlebar expression below on the export field (Shopify) of the Etail Transaction Id(s).

{{substring sourceTransactionIds "0" "300"}} 

For detailed instructions on the resolution steps, see the Note attribute fields in Shopify.

{{#if $.last_name}}{{$.last_name}}{{else}}{{$.addresses[*].last_name}}{{/if}}

This expression is saying if lastname is not NULL then use lastname, if it is null then use the address Last_name.

1. Select Flows > Order.
2. Next to the Shopify customer to NetSuite customer (add or update) flow, select Mappings.
3. Open the lookup named after Source in the error and add a row for the value shown after Key. For a currency, map the Shopify currency code to the internal ID of the active NetSuite currency record.
4. Save the mappings, and then retry the failed order.

The lookup isn't on the Post orders to NetSuite import, so adding a row there changes nothing. No Celigo Support action is needed.

422

Failed to add Shopify Order #…. Order risk data is not in correct format. (Source: Pre map hook)

NetSuite’s computed total for the record falls below zero. This happens when two lines that should cancel each other out are treated differently when the record is saved: an item and its discount line, a replacement item and the exchange-credit line, a gift card redemption line, a refund adjustment, or a shipping charge and its discount. The difference comes from unequal tax treatment, a tax-inclusive amount next to a tax-exclusive one, an adjustment larger than the amount it offsets, or rounding. A Shopify total of 0.00 or more doesn’t rule it out. The orders that fail are usually zero-total exchanges, fully discounted orders, and orders from GST/VAT-inclusive stores.

Documented variants:

• An order paid by gift card after a declined credit card (fixed in v1.36.8).
• $0 Shopify native-exchange refunds on tax-inclusive stores with NetSuite calculates taxes and Deduct GST/VAT from the order total turned on (acknowledged known issue; see this Connective thread).
• The order-variance item not set (see this Connective thread).

1. Open the error and review the request to see the lines that the integration app sent to NetSuite.
2. In NetSuite, open the script execution log for the Celigo bundle at the time of the failure and find the entry titled Celigo.integrator.io.Import: $R save exception. It shows what NetSuite computed.
3. Compare with an order of the same shape that synced.
4. Don’t remove a valid discount, add a balancing charge, or change store-wide tax settings to make one record save. Instead, open a Celigo Support ticket and include the request lines and the log entries.

1. Open the failed request’s item lines. The line whose rate × amount doesn’t equal its tax amount is the one.
2. In the Shopify order to NetSuite order (cash sale or sales order) flow, open the mappings for Post orders to NetSuite and correct the customized Items : Tax Rate row so that a line with no tax charged gets a 0% rate and taxable lines keep their rate.
3. Select Preview, then Save & close, and retry the order.

Don’t make the line taxable in Shopify, change the order’s amounts, or change the tax settings to force a balance. If your account uses SuiteTax or an external tax engine, the same message has a different cause.

user_error 

Failed to add/update customer for Shopify order #****6. Please enter a value(s) for, First Name and Last Name.

exceeded_max_field_length 

Failed to add/update customer for Shopify order #1157. The field Add phone contained more than the maximum number ( 50 ) of characters allowed.'

invalid_fld_value 

You have entered an Invalid Field Value June for the following field: add phone

Solution 1: Edit the data in the error dialog in integrator.io.

Solution 2: Edit the customer address data on the order in Shopify.

value_lookup_failed 

A mapping error occurred. Could not find a match for "["itemid","isempty"]" for the record type "item".

sss_time_limit_exceeded 

Script Execution Time Exceeded.

It is possible that the data is too large and you might need to break the data into smaller pieces so that the flow could handle it.

This can happen if the Export Type has been set to All . The default export type is Delta which means it will only export the data that has changed since the last run.

If the issue persists, change the page size to 10 and re-run the flow. Keep decreasing the page size until you find the value that would allow the flow to run successfully.

1. In NetSuite, open the saved search used by the flow.
2. In Results, give the column that holds the Shopify Product Visibility values the custom label Shopify Product Scope, and save the search.
3. Run the flow again.

For more information, see Publish scopes in Configure the new GraphQL-based Product flows.

The products in Shopify must have inventory tracking turned on. To enable inventory tracking in Shopify, follow the steps below:

404 

{"errors":"Not Found"}

This error is most commonly seen in NS accounts that have some specific tax-related setup like AvaTax or SuiteTax.

The error might occur while refunding orders paid via gift card in addition to the refund adjustment scenario.

no_quanity_left_for_refund

Failed to refund order #<order number>, There is no quantity left to refund for the item #<item>

Before it creates the NetSuite refund, the flow compares the quantity requested on the Shopify refund line with the quantity still refundable on the matching NetSuite invoice or cash sale line. The error appears when nothing is left to refund on that line, usually because the line was already refunded through another path: a returns app such as Loop Returns, a manual credit memo or cash refund in NetSuite, or an earlier Shopify refund.

It can also appear when the Shopify refund line can't be matched to the NetSuite billing line.

In NetSuite, open the invoice or cash sale for the order and check whether the line is already refunded (a return authorization, credit memo, or cash refund against that line).

If a refund already exists, the order needs no further refund in NetSuite. Resolve the error from the integrator.io dashboard.

If no refund exists, check that the Shopify refund line matches a line on the NetSuite invoice or cash sale.

Cannot invoke "com.netledger.

core.session.NLSession.

getCompany()"

because the return value of "com.netledger.app.site.

hosting.restlet.getNLSession()" is null

1. In NetSuite, show the eTail Order Line Id field on the item lines of these transaction forms:
   • For invoices: Sales Order, Invoice, and Credit Memo. Also Return Authorization if the credit memo comes from a return.
   • For cash sales: Cash Sale and Cash Refund.
2. In the integration app, go to Settings > Refund > NetSuite to Shopify and select an item in NetSuite item to track custom refund adjustments.
3. Run the NetSuite refund to Shopify refund (add) flow again.

To resolve this error, manually add the customer deposit in the NetSuite.

In the Shopify transaction to NetSuite customer deposit (add) flow, open the mappings for the Post customer deposit to NetSuite import. Update the settings of every lookup mapping whose Search record type is Sales Order and whose filter is Internal ID is Sales Order Id, for example Department (InternalId) or Location (InternalId). Use either option:

• Option 1: Replace the Internal ID filter with two filters: eTail Order Id is order_id, and Shopify Store Id is storeid. The Lookup filter expression then reads [["custbody_celigo_etail_order_id","is","{{{order_id}}}"],"AND",["custbody_celigo_shopify_store_id","is","{{{storeid}}}"]]. If the field list shows more than one eTail Order Id field, select the one that produces custbody_celigo_etail_order_id. Another field returns the error "Could not find a match".
• Option 2: Select Discard if empty. Then, in Action to take if unique match not found, select Use null as default value.

Select Save & close, and then retry the errors.

To resolve this error:

Open the accounting period for the date on when the transaction is being set or set up NetSuite such that it allows setting transaction date outside the posting period.

To do this: