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Troubleshoot Shopify – NetSuite integration app errors

Gogula R Bhavana
Updated

The following are the most common errors users might have run into while using the Shopify - NetSuite integration app:

Error message 

Reason 

Resolution 

Connection could not be established. Target service might be inactive.

This error is usually encountered when the integration app tries to connect to NetSuite and took a long time to do so. It can be that your NetSuite server might not be available at that time.

If there is retry data available, then you can retry the error. If there is no retry data, then you can just mark the error as resolved since this will be resolved by NetSuite once the connection is established.

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 the “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 sales order (add) and Shopify order to NetSuite order (cash sale or sales order)

Unable to create the order in NetSuite for the Shopify order #5******3 Failed to save record because Please enter value(s) for: Currency

If you have not added the currency field mapping in the Post orders to NetSuite import (or) if you have already set the currency field mapping but missing enabling the checkbox Enable the “Use this field for NetSuite record initialization.

To resolve the issue:

  1. Go to integrator.io and navigate to the Shopify Integration App tile.

  2. Go to Flows > Order.

  3. Next to the Shopify order to NetSuite sales order (add) flow, click Mappings to edit the Field mappings.

  4. In the Mappings section, look for the 'currency field' in the left column fields and in the right column fields. If you do not find the currency field in the mappings, perform currency field mapping.

  5. Click Edit (Gear icon) to view the Settings page.

  6. Select Use this field for NetSuite record initialization checkbox.

  7. Save your changes.

  8. 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. 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 the Shopify Integration App tile.

  2. Go to Flows > Order.

  3. Next to the Shopify Customer to NetSuite Customer Add/Update flow, click Mappings 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. Log in to your Shopify account and 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, on the Dashboard, click Retry Data and 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.

Shopify order to NetSuite order (cash sale or sales order)

Unable to create the order in NetSuite for the Shopify order ##########. A mapping error occurred. Could not find a match for \"[[\"nameinternal\",\"isempty\"],\"AND\",[\"isinactive\",\"is\",\"F\"]]\" for the record type \"item\"."

The error occurred due to Shopify orders without SKU or the item in NetSuite is inactive. You will need to make sure that all your products have SKUs or the NetSuite items are active.

To resolve this issue:

  1. In NetSuite, check if the item is inactive, update the status as active and retry the error.

  2. In NetSuite, check if the item is active, then manually edit the retry data and add the SKU by viewing the error.

    1. In your integrator.io account, on the Dashboard, click Retry Data and locate the line item and add the SKU value.

    2. Save the changes and then retry the error.

  3. If the issue persists, add a default item for all the items without SKUs, and then retry the error.

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.

Shopify order to NetSuite order (cash sale or sales order)

Extension returned statusCode error: 504. 200 is a success.

These errors occur during the NetSuite or Shopify's downtime when the flow is run.

To resolve the error, go to the Dashboard and retry the error.

Shopify order to NetSuite order (cash sale or sales order)

Failed to add Shopify Order #EU1469. A mapping error occurred. Could not find a match for "["itemid","isempty"]" for the record type "item".'

Item lookup is broken or set to standard.

  

Shopify order to NetSuite order (cash sale or sales order)

unexpected 

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

When you try more than four orders (multi-order retry).

  

Shopify order to NetSuite order (cash sale or sales order)

unexpected 

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

The database might have disconnected.

  

Shopify order to NetSuite order (cash sale or sales order)

user_error 

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

When Bill to is marked mandatory in NetSuite.

  

Shopify order to NetSuite order (cash sale or sales order)

user_error 

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

When Ship to is marked mandatory in NetSuite.

  

Shopify order to NetSuite order (cash sale or sales order)

invalid_key_or_ref 

Invalid price reference key -1

If the custom price levels are not turned on and the item price level is set to the name field in intergrator.io, instead of internal ID.

  • Enable custom/multiple price levels in the company setup.

  • Look into the intergrator.io settings for the order import. The item price level is looking to export a name export field with a number on the export side.

Shopify order to NetSuite order (cash sale or sales order)

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:

  • More than one order per job

  • A conflict in configuration records in NetSuite

Resolution 1:

  1. Go to the intergrator.io dashboard, the error column contains the error descriptions.

  2. Hover over the error.

  3. Click View to open the error dialog.

  4. In the error dialog, select the Checkbox for one Order and click Retry. Then select the next Order and Retry. Do not retry two orders at a time.

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

Shopify order to NetSuite order (cash sale or sales order)

500 

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

The endpoint server not responding.

  1. Go to Connections > Shopify > Actions > Editconnections.

  2. Click Save and authorize.

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

Shopify order to NetSuite order (cash sale or sales order)

Unable to create the order in NetSuite for the Shopify order #XXXXXXXXX Failed to create, update/transform record because The field contained more than the maximum number ( 300 ) of characters

A field in your import contains too many characters. There is a 300-character limit for this field.

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.

Shopify Order to NetSuite Order (add)

Failed to add/update customer for Shopify order #1234567. Please enter value(s) for: Last Name

  

  1. Go to integrator.io and navigate to the Shopify - NetSuite integration app tile.

  2. Click the Flows > Order.

  3. Navigate 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' (i.e. Last Name) in the left column fields. Click Edit (Gear icon) to view the Settings.

  5. Use the "Multi-Select" option & enter this expression:

{{#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.

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, from the global search, enter Page: Customers.

  2. On the Customers page, click Edit next to the appropriate customer.

  3. Check the Active check box on the customer record.

  4. Log in to your integrator.io account.

  5. Click on the Shopify - NetSuite integration app tile.

  6. Go to Flows > Order, and re-run 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.

  2. Find the ship method record with internal id "4115".

  3. Edit the record & set the Subsidiary value to the value set on the Customer record with Internal Id "33676"

  4. Click Save.

Shopify order to NetSuite order (cash sale or sales order)

Unable to create the order in NetSuite for the Shopify order #485######### due to invalid item reference key 1##3 for subsidiary #.

A subsidiary of the Item record in NetSuite does not match the Subsidiary on the Customer record.

Generally, this error could occur because of permissions issues. For example, an item is designated to be sold only under (Subsidiary 1) and nowhere else. Giving access to the rest of the subsidiaries should resolve this issue.

  1. In NetSuite, go to to Lists > Accounting > Items. Find the item record with internal id "####".

  2. Click Edit.

  3. Scroll to the Classification > Subsidiary section and check the INCLUDE CHILDREN checkbox.

  4. Click Save.

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.

Reason 1: If you map the payment method on the sales order, NetSuite restricts to a create customer deposit.

(OR)

Reason 2: Occurs when the sales order bills before the deposit can be created in NetSuite from Shopify, orders that do not require fulfillment in Netsuite will automatically bill, which happens before the deposit can successfully be posted

Solution 1:

  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 on the integration app Dashboard.

Solution 2:

Import such orders in a pending approval status and approve them once the deposit has been created.

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.

  

  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.

  

  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 customer to NetSuite customer (add/update)

user_error 

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

When no customer details are provided while placing an order.

Ensure the customer details are provided while placing the order.

Shopify order to NetSuite order (cash sale or sales order)

Failed to add/update customer for Shopify order #1****6. shopifyCustomerImportPostMapHook is not a Class

This error occurs when the bundles in NetSuite do not match the version of the integration app.

To resolve this error, ensure that you match/update the Celigo integrator.io and Celigo Shopify Connector bundles in NetSuite.

Shopify customer to NetSuite customer (add/update)

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.'

When the value of the customer's phone number crossed the maximum limit.

Ensure the number of characters in the customer's phone number field doesn't cross the maximum limit.

Shopify customer to NetSuite customer (add/update)

invalid_fld_value 

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

The value for the field "Phone" on the customer address is incorrect.

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

  1. In the integrator.io dashboard, click the Shopify Connector Tile. The jobs are listed.

  2. In the Error column, locate the specific error in the dialog box.

  3. Click the Edit icon and modify the desired value.

  4. Click Save.

  5. Click Retry to trigger the flow successfully.

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

  1. Go to the Order record in Shopify.

  2. Click Edit to modify the Address fields.

  3. Click Save.

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.

  

  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.

  

  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.

  

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.

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.

Shopify fulfillment to NetSuite fulfillment (add)

Unable to get the required data from export

due to the error: Failed to generate request url from template: https://****.myshopify.com/admin/api/2023-01/orders.json?updated_at_min={{{lastExportDateTime}}}&fields=fulfillments,id&status=any

&fulfillment_status=any. Details: "lastExportDateTime" not defined in the model. - 1:84.. To resolve the error, contact Celigo Support.

The error occurred because of the incorrect selection of the export type.

To resolve this error:

  1. Go to Connections > Shopify > Actions > Edit connections.

  2. Click Save and authorize.

If this above-provided solution doesn't resolve the problem, follow the below steps:

  1. Go to Flows.

  2. Next to the Shopify fulfillment to NetSuite fulfillment (add) flow, click Get order fulfillment from Shopify export.

  3. Next to the below mapping, click Settings.

  4. From the Export type dropdown list, select Delta - export only modified data.

  5. Now, go to the integrator.io dashboard and view the error dialog.

  6. Click Retry to re-run the flow successfully.

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.

NetSuite fulfillment to Shopify fulfillment (add) 

404{"errors": "Not Found"}

When there is a change in eTail order line ID.

  1. Go to NetSuite > Locate your Order ID.

  2. Navigate to the fulfillment record from the Order ID record.

  3. Click Edit.

  4. Check for the "eTail Order Line ID" at the line level.

  5. Provide a valid ID and Save the record.

  6. Now, go to the integrator.io dashboard and open the Error dialog of the job.

  7. Select the Job and click Retry to re-run the Fulfillment flow successfully.

NetSuite fulfillment to Shopify fulfillment (add) 

Blank error message.

When there is a mismatch in item quantity.

Check if the QTY is fulfilled at line-level items in both systems.

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.

NetSuite Matrix item to Shopify Product Add/Update

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.

  1. In your integrator.io account, click on Actions > Edit flow .

  2. Click Export .

  3. In the Configure export type section, from the Export Type drop-down list , select Delta.

  4. Go to the Advanced section, leave the Batch size limit blank, and set the Page size to 15.

  5. Click Save & Close .

  6. Run the flow.

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.

Flow impacted 

Error code/ 

Message 

Likely cause 

Resolution 

NetSuite inventory to Shopify inventory (add or update)

{"errors":["Inventory item does not have inventory tracking enabled"]}

The error occurs because the product does not have inventory tracking enabled in Shopify.

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

  1. Sign in to your Shopify account.

  2. Go to Products.

  3. Select the product name or a specific variant you want to track.

  4. In the Inventory section, enable Track quantity.

  5. Click Save.

  6. Now, go to the integrator.io dashboard and view the error dialog.

  7. Click Retry to re-run the flow successfully.

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.

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.

NetSuite refund to Shopify refund (add)

Cannot invoke "com.netledger.

core.session.NLSession.

getCompany()"

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

hosting.restlet.getNLSession()" is null

This error occurs during the NetSuite downtime when the flow is run. There is no data processed during that time and no data is lost.

To resolve the error, run the flow again after 10 minutes.

To view the export record that has an error in the Refund flow:

  1. Open your Shopify URL domain in a new window. Here is the format of the Shopify URL https://admin.shopify.com/store/your-store-name/

  2. In your integration app, follow any of the below paths:

    1. Go to Flows > Refund.

      1. Select the flow that contains the error and click Errors.

      2. Copy Export Id from the error.

    2. Go to the Dashboard page and click Errors to view the error.

      1. Copy Export Id from the error.

    {{img class=screenshot-frame id=1}}

  3. At the end of the Shopify URL, paste the Export Id.

  4. Remove the API version ‘admin/api/XXXX-XX’ from the URL.

  5. Click Enter and you can now view the same record that has an error.

    {{img class=screenshot-frame id=2}}

Flow impacted 

Error code/ 

Message 

Likely cause 

Resolution 

Shopify transaction to NetSuite customer deposit (add)

Invalid salesorder reference key XXXX for customer XXXX

The error occurs because the Sales order with internal ID is not available to the customer deposit in NetSuite.

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

  1. Sign in to your NetSuite account.

  2. Go to Transaction > Customer, click Record Customer Deposits.

  3. Select the customer record with the internal ID XXXX mentioned in the error message.

  4. In the SALES ORDER field, manually add the sales order reference key.

    In case the sales order internal ID is not available in the dropdown,

    • Try toggling the Currency or Account field and check for the sales order.

    • Check the status of the sales order. NetSuite does not allow the creation of customer deposits for sales orders with Billed status. You can either create a Payment record for the Invoice or delete the invoice and then retry the error message.

      Note: You can recreate the deleted invoices using the NetSuite sales order to NetSuite invoice (add) flow, if the eTail Order Auto Billing Exported checkbox is unchecked in the sales order record.

  5. Click Save.

  6. Now, go to the integrator.io dashboard and view the error dialog.

  7. Click Retry to re-run the flow successfully.

NetSuite sales order to NetSuite invoice (add)

Failed to create, update/transform record because you can not initialize invoice: invalid reference *****.

This error occurs if the status of the sales order is either "Billed" or "Closed".

To resolve this error:

  1. Go to the integrator.io dashboard and view the error dialog.

  2. In Error Details > Edit retry data tab, click Resolve and next.

NetSuite sales order to NetSuite cash sale (add)

Failed to save record because the transaction date you specified is not within the date range of your accounting period.'

It seems like the date that is being set for the creation of the transaction record is not within the date range of the accounting period. It's possible that the accounting period is not set for that year.

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:

  1. Go to the Setup>Accounting>Accounting Preferences>Generaltab.

  2. In the setting Allow Transaction Date Outside of Posting Period,set to Allow.

Data flow: netsuite-shopify-billing-exportadaptor

unexpected_error - null

This has been seen when the Shopify store id is being used in the saved search and NetSuite is timing out during the export. This error occurs on flows.

You can fix this issue by changing the filter to Shopify Store Name in the saved search and then running the flow manually.

NetSuite sales order to NetSuite invoice (add)

Auto-billing sales orders are not working

  

After running the saved search in NetSuite, there were a few results that showed "payment method", which means that all those orders need to be billed as a "cash sale", and not an "invoice". The flow NetSuite sales order to NetSuite invoice (add) will only process those orders which are to be billed as "invoice". To process the other orders which show "payment method", you need to enable and run the NetSuite Order to NetSuite Cash Sale Add flow.

Shopify price discounting is not updating

    

If line level discounts is set to "Adjustments", the Celigo Integration App will automatically update the line item price mapping. If you may have modified that and would like to revert to the original, please change to: {{#if $.line_items[*].total_discount }}{{subtract $.line_items[*].price (divide $.line_items[*].total_discount $.line_items[*].quantity)}}{{e lse}}{{$.line_items[*].price}} {{/if}} .

Data Flow: auto-billing-cashsale-import-adaptor flow

user_error - null' - "Failed to create, update/transform record because Please enter a value for amount

When checking the retry data, data for Amount is not included. This means that the Saved Search does not return the value for the amount cause it is not on the list of results.

  1. Log in to your integrator.io account.

  2. Go to Settings > Billing, and look for the saved search used for auto-billing.

  3. Click the arrow pointing to the right to open the saved search criteria on NetSuite.

  4. Make sure to add the Amount on the Results tab and then save the changes.

  5. Uncheck the "ETAIL ORDER AUTO BILLING EXPORTED" field in the sales order that erred out.

  6. Re-run the NetSuite sales order to NetSuite cash sale (add).

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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8 comments
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  • Avatar
    Sue Genao

    Sometimes this error also happens when the sales order bills before the deposit can be created in NetSuite from Shopify, orders that do not require a fulfillment in Netsuite will automatically bill, which happens before the a deposit can successfully be posted - the best solution for these orders is to have them imported in a pending approval status so that they can be approved once the deposit has been created: 

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

    0
  • Avatar
    Saikumar Rachamalla
    Docs Team Lead Principal Technical Writer

    Sue Genao thank you for sharing this. We will ensure the error and solution are documented! 

    0
  • Avatar
    Anil Kumar
    The tabular form on the help article needs to be better. The resolution provided is a hard read for Shopify to NetSuite fulfillment errors.
    0
  • Avatar
    Saikumar Rachamalla
    Docs Team Lead Principal Technical Writer

    Anil Kumar,  an internal migration might have caused this problem. I have fixed this. Thanks for letting us know!

    1
  • Avatar
    Anil Kumar

    Thank you Saikumar Rachamalla for the prompt action. It looks like only that specific item was addressed. Please check "Shopify product flow errors" for the same issue. I advise you to decrease column width for "Error code/Message" and increase for "Resolution".

    0
  • Avatar
    Saikumar Rachamalla
    (Edited )
    Docs Team Lead Principal Technical Writer

    Sure, Anil Kumar. We made the changes in all the required tables. We will soon consider this for a redesign to improve the readability. Thanks for all the observations!

    1
  • Avatar
    Ashley Riehl

    Failed to save record because Invalid salesorder reference key- Any ideas?

    0
  • Avatar
    Stephen Brandt
    Documentation Manager Community moderator
    Celigo University Level 4: Legendary
    Engaged
    Great Answer
    Top Contributor

    Ashley Riehl, do the troubleshooting options in this article offer a solution? 

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