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Troubleshoot Shopify – NetSuite integration app errors

Dev Chidipi
  • Updated

Contents

Shopify order flow errors

Flow impacted Error code/
Message		 Likely cause Resolution
Shopify order to NetSuite order (cash sale or sales order) missing_static_lookup
Failed to add Shopify Order#1234. Could not find the mapping in static lookup. { Source: shipmethodLookup} { Key: Free Shipping}		 Shopify ship Method "Free Shipping" is not yet mapped to the corresponding ship method in NetSuite.
  1. Configure missing ship method mapping.
  2. Then go back to the dashboard and view the Error dialog. Click Retry to re-run the Order Import flow successfully.
Shopify order to NetSuite order (cash sale or sales order) missing_static_lookup
Failed to add Shopify Order#1234. Could not find the mapping in static lookup. { Source: paymentmethodLookup} { Key: direct}		 Shopify Payment Method "direct" is not yet mapped to the corresponding payment method in NetSuite.
  1. Configure missing payment method mapping.
  2. Then go back to the Integrator dashboard and view the Error dialog. Click Retry to re-run the Order Import flow successfully.
Shopify order to NetSuite order (cash sale or sales order) 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".		 An item with the following SKU "White Tee" not found in NetSuite.
  1. In NetSuite, go to Lists > Accounting >Items > New.
  2. Create a NetSuite Item with “Name” field value as “White Tee” and Save.
  3. Go to the dashboard and retry the Order Import flow.
Shopify order to NetSuite order (cash sale or sales order) 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, click back and enter a new customer ID in the Customer field. Then, click Submit.		 A Customer record with the same First and Last Name already exists in NetSuite. There are multiple ways to resolve this error: One way is to enable NetSuite 'Auto Generate Numbers' feature for Type Customer.
  1. In NetSuite, go to Setup > Company > Autogenerate numbers. Under Type, enable for the type Customer.
  2. Go to the flowing dashboard and retry the Order Import flow.
An alternate way is to modify the Retry Data & change the First Name & Last Name on the Customer record.
Shopify order to NetSuite order (cash sale or sales order) user_error
Failed to add Shopify Order #1234. Failed while creating customer, message: Please enter a value(s) for: Subsidiary.		 No mappings were found for Subsidiary under Customer Mappings section
  1. Go to Integrator.io and navigate to Shopify Integration App Tile. Click Settings to view the flow settings page.
  2. Click Order Sync Settings.
  3. Under Flows, go to "Shopify Customer to NetSuite Customer Add/Update" and click the Mapping icon to edit the Field mappings.
  4. In the Mappings section, look for the 'desired field' in the left column fields and in the right column fields. Click Edit (Gear icon) to view the Settings page.
  5. Choose Field mapping type and select Options.

  6. Save your changes.

  7. Now go to the Integrator dashboard and view the Error dialog. Click Retry to re-run the Order Import flow successfully.
Shopify order to NetSuite order (cash sale or sales order) user_error
Failed to add Shopify Order#1234. Please choose an item to add		 SKU field on one of the items on the order in Shopify was empty at the time order was placed.
  1. In Shopify, Navigate to the "Orders" section. Find order #1234.
  2. Go to each individual item & ensure each of these items have a value populated for the "SKU" field on the Shopify Item record.
  3. In your Integrator.io account, click on the "Retry Data" button & locate the SKU field with a null value.
  4. Replace the null value in the JSON with the correct SKU value as entered on the Shopify Item record.
  5. Click Retry, to import the order into NetSuite.

Error code: "invalid_key_or_ref"

Flow impacted

 Error code/

Message

Likely cause

Resolution
Shopify order to NetSuite order (cash sale or sales order) invalid_key_or_ref
Failed to add Shopify Order #1011. Invalid entity reference key 35007		 This error indicates that the particular customer that is referencing, reference key 35007, is no longer an Active Customer.
  1. In NetSuite, mark the customer as "active".
  2. Rerun the order flow. 
Shopify order to NetSuite order (cash sale or sales order) invalid_key_or_ref
Failed to add Shopify Order #1234. Invalid item reference key 1009 for subsidiary 1.		 A subsidiary of the Item record in NetSuite does not match with the Subsidiary on the Customer record.
  1. In NetSuite, go to to Lists > Accounting > Items. Find the Item record with internal id "1009".
  2. Edit the Item Record & set the Subsidiary with internal id "1" & Save the Item Record.
To find the Subsidiary Internal IDs in NetSuite, navigate to Setup > Company > Subsidiaries.
Shopify order to NetSuite order (cash sale or sales order) invalid_key_or_ref
Failed to add Shopify Order #1234. Invalid shipmethod reference key 4115 for entity 33676.		 A subsidiary of the shipping method does not match with the Subsidiary of the Customer.
  1. In NetSuite, Navigate to Lists -> Accounting -> Shipping Items. Find the Ship Method record with internal id "4115".
  2. Edit the record & set the Subsidiary value to the value set on the Customer record with Internal Id "33676" & Save the record.
Shopify transaction to NetSuite customer deposit (add)

invalid_key_or_ref

Failed to create Customer Deposit for Shopify Order XXXXXX due to Invalid reference key of Order XXXXXX for Customer XXXXXX.

 If you map the payment method on the sales order, NetSuite restricts to a create customer deposit.
  1. Remove the payment method mappings on the Shopify order to NetSuite order (cash sale or sales order) flow.
  2. Create the mappings on the Shopify transaction to NetSuite customer deposit (add) flow.
  3. Remove the existing payment record on the NetSuite sales order.
  4. Retry the error.

Shopify and NetSuite customer flow errors

Flow impacted Error code/
Message		 Likely cause Resolution
NetSuite customer to Shopify customer (add or update) Unable to find the customer ID #1234567 in Shopify. To resolve the error, see Troubleshoot Shopify – NetSuite integration app errors.  
  1. Log in to your NetSuite account with admin credentials.
  2. In the global search box, enter "Page: Customers".
  3. On the Customers page, next to the appropriate customer, click Edit.
  4. Go to eTail tab > Celigo Shopify Customer Id Map sub-tab.
  5. Delete the “Celigo Shopify customer ID map.”
  6. Click Save.
  7. From your Shopify NetSuite integration app, go to Flows > Order.
  8. Run the NetSuite customer to Shopify customer (add or update) flow.
NetSuite customer to Shopify customer (add or update) Unable to find the eTail customer address ID's  ["1234567", "12434545"] for Shopify customer ID #123444567. To resolve the error, see Troubleshoot Shopify – NetSuite integration app errors.  
  1. Log in to your NetSuite account with admin credentials.
  2. In the global search box, enter "Page: Customers".
  3. On the Customers page, next to the appropriate customer, click Edit.
  4. Go to eTail tab.
  5. Delete the eTail address IDs that are not found in Shopify.
  6. Click Save.
  7. From your Shopify NetSuite integration app, go to Flows > Order.
  8. Run the NetSuite customer to Shopify customer (add or update) flow.

Shopify and NetSuite fulfillment errors

Flow impacted Error code/
Message		 Likely cause Resolution
Shopify fulfillment to NetSuite fulfillment (add)

 

Failed to save the fulfillment record for the order #2966243868805 as Failed to create, update/transform record because You have entered an Invalid Field Value NaN/NaN/ NaN for the following field: trandate. For more information to resolve this error, refer to Troubleshoot Shopify - NetSuite errors"

  
  1. Go to Flows.
  2. Next to the Shopify order to NetSuite order (cash sale or sales order) flow, click Mappings.
  3. Next to the below mapping, click Settings.
    Export field (Shopify) Import field (NetSuite)
    updated_at Date
  4. On the Settings window, in the Date format drop-down menu, select MM/DD/YYYY.
  5. Click Save & Close.
  6. Run the flow.
Shopify fulfillment to NetSuite fulfillment (add)

Error code: item_not_found

Error message: Failed to save the fulfillment record for the order #2966243868805 as The item with ETAIL ORDER LINE ID 642362317222911 is not available on the NetSuite sales order 2966243868805. For more information to resolve this error, refer to Troubleshoot Shopify - NetSuite errors"

  
  1. Open the respective Order in NetSuite.
  2. Check if a line item exists with the mentioned order line ID.
  3. If the order line ID exists for the adjusted line, sync the updated order using the Shopify order to NetSuite order (cash sale or sales order) flow.
  4. Go to Dashboard and retry the error.
Shopify fulfillment to NetSuite fulfillment (add) Failed to save the fulfillment record for the order #3650601517189 as Failed to save record because Please configure the inventory detail in line 4 of the item list.. For more information to resolve this error, refer to Troubleshoot Shopify - NetSuite errors"  

As per the message mentioned in the "Error message" column, requires to configure the inventory detail for line 4. Perform the following steps:

  1. Verify if the inventory status check box is checked in NetSuite.
  2. If yes, please assign the sub-record mapping details by following the steps mentioned in Assign status details to Shopify inventory.
Shopify fulfillment to NetSuite fulfillment (add)

Error code: item_already_fulfilled

Error message: The requested fulfillment quantity for the order line item #### (order ####) is either more than the available quantity or already fulfilled. Available quantity in NetSuite: ## Order item quantity: ##

Quantity mismatch
  1. In NetSuite, open the respective order.
  2. Check the quantity for the order line. mentioned in the error.
  3. If the quantity for the particular order line is updated as part of the order edit adjustment, then retry the error, the Shopify order to NetSuite order (cash sale or sales order) flow captures this edit and syncs to NetSuite.
  4. Or else, if the order is manually fulfilled, then the error can be resolved on the Dashboard.
Shopify fulfillment to NetSuite fulfillment (add)

Error code: invalid_key_or_ref

Error message: Failed to save the fulfillment record for the order #3660927926405 as Failed to save record because Invalid location reference key 700 for subsidiary 3.. For more information to resolve this error, refer to Troubleshoot Shopify - NetSuite errors

 Location not found OR subsidiary mismatch on item and location in NetSuite.
  1. Be sure to check the location ID in the flow's mapping.
  2. The subsidiary on the location and item is the same in NetSuite.
NetSuite fulfillment to Shopify fulfillment (add) 422
{"errors":{"base":["Line item \'ABC\' is already fulfilled"]}}		 Line Item cannot be fulfilled in Shopify. It has either been already fulfilled or refunded in Shopify.
  1. In your Integrator.io account, click on the "Retry Data" button with the pencil icon & note down the "order_number" of the fulfillment that failed to export.
  2. In Shopify, Navigate to the above-found order & check if the line item "ABC" is already fulfilled or refunded.
  3. If all the items on the order are already fulfilled, skip steps 4 & 5 and jump to step 6.
  4. In NetSuite, navigate to the fulfillment record & manually update the record to remove items that cannot be fulfilled anymore & uncheck the "ETAIL ORDER FULFILLMENT EXPORTED" checkbox so that you can re-trigger the export.
  5. Save the NetSuite fulfillment record.
  6. Once the record is successfully exported, mark the previous error as "Resolved" in your integrator.io account.

Shopify product flow errors

Flow impacted Error code/
Message		 Likely cause Resolution
Shopify product ID to NetSuite item (mass update) value_lookup_failed
A mapping error occurred. Could not find a match for "["itemid","isempty"]" for the record type "item".		 SKU field on the corresponding item in Shopify is empty.
  1. In your Integrator.io account, click on the "Retry Data" button & locate the SKU field with a null value.

  2. Populate the correct "SKU" value on the Shopify Item record.

  3. Also, replace the null value in the JSON with the correct SKU value as entered on the Shopify Item record.
  4. Click on the "Retry" button to re-import the data into NetSuite.

Shopify inventory flow errors

Flow impacted Error code/
Message		 Likely cause Resolution
NetSuite inventory to Shopify inventory 404
{"errors":"Not Found"}		 Variant Id on the NetSuite Item is incorrect/nonexistent in Shopify.
  1. In your Integrator.io account, click on the "Retry Data" button with the pencil icon & note down the "Internal Id/Id" of the item that failed to export.
  2. In NetSuite, Navigate to Lists -> Accounting -> Items. Find the item record with the above found internal id.
  3. Edit the record & set the correct Variant Id in the "Product Variant Id" field under the "eTail" tab as present on the item in Shopify.

Shopify and NetSuite refund errors

Flow impacted Error code/
Message		 Likely cause Resolution

Shopify refund to NetSuite refund (add)

Transaction Not in balance. Amount: <>

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. 
  1. Log in to your integrator.io account.
  2. Go to Flows > Refund.
  3. Next to the Shopify refund to NetSuite refund (add) flow, click Mappings.
  4. On the Edit mapping window, click Post order refunds (invoice or cash sale) to NetSuite.
  5. Configure the following mapping:
    Export field (Shopify) Import field (NetSuite)
    You can hard code the value of the Shopify discount item configured in NetSuite in
    "quotes" or configure as a lookup    		 Discount (InternalId)
  6. Click Save & close.
  7. On the integration app Dashboard, you click Retry to resolve the error.

Source: Shopify

Error message Resolution
In NetSuite, you are trying to refund more than the Shopify expected amount for the order ####. NetSuite refund amount #### and Shopify expected amount - ###.  
The "Product title" field is a mandatory field in Shopify and the value is empty.  Enter a value in the field and retry to sync your products.
Map at least one location in the "Map NetSuite locations with Shopify locations" setting or select a default Shopify location from the "Use Custom Default Value" drop-down list.  See Support for Shopify multi-inventory.
Unable to find the corresponding payout custom record in NetSuite for the Shopify payout ###. 
  1. Check if the Payout ID mentioned in the error message exists in the NetSuite account.
  2. If the Payout ID doesn’t exist, please trigger the Payout flow with a historic date selected as per the Payout.
  3. This trigger will also create the Deposit record.
  4. Once the flow is successful, mark the Original error as Resolved.

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