This article covers common issues organized by module. For each issue, the symptom, likely cause, and resolution are provided.
Symptom: Orders are missing from NetSuite after the order flow runs
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Cause: The order's Shopify financial status does not match the configured Financial status to filter orders setting.
Resolution: Verify the order's financial status in Shopify and confirm that the status is selected in the filter setting.
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Cause: The Lag for the next flow run setting is too long; the order has not yet been picked up because the delta window has not extended far enough back.
Resolution: Reduce the lag value, or use the Shopify order IDs on-demand sync setting to re-sync specific orders.
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Cause: The order was created before the flow's delta export timestamp, and the lag is not set to reach it.
Resolution: Enter the specific order ID in the Shopify order IDs on-demand sync setting, save, and run the flow.
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Cause: The order has no customer assigned in Shopify.
Resolution: Assign a customer to the Shopify order before re-running. The flow will error with: "Shopify order [name] does not have a customer assigned."
Symptom: Order import fails with item-not-found error for one or more line items
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Cause: The Shopify Variant ID is not populated on the NetSuite item record (item ID map has not run).
Resolution: Run the Shopify products to item ID map flow. Verify the item eTail tab in NetSuite shows the Shopify Product ID and Variant ID.
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Cause: The item is set to eTail Channel = Shopify but is not published on the correct Shopify store.
Resolution: Verify the item's eTail tab in NetSuite has the correct Shopify store selected, and the item is active in Shopify.
Symptom: NetSuite fulfillment not appearing in Shopify after the fulfillment flow runs
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Cause: The Shopify order has no open fulfillment orders (already fulfilled, cancelled, or the Shopify order has been modified).
Resolution: Check the Shopify order's fulfillment status. If the order is already FULFILLED, the flow skips it. Verify the eTail Fulfillment Exported checkbox on the NetSuite Item Fulfillment record.
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Cause: The shipping carrier name is not recognized by Shopify.
Resolution: Add a tracking URL to the NetSuite fulfillment record as a fallback, or map the carrier name to a Shopify-recognized carrier value in the field mappings.
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Cause: The saved search in Settings does not match the one in the Flow Builder Export step.
Resolution: Ensure both reference
customsearch_celigo_shopify_fulfillments.
Symptom: Inventory levels in Shopify are not updating when NetSuite quantities change
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Cause: Shopify inventory tracking is disabled on the variant (tracked = false).
Resolution: Enable inventory tracking on the Shopify product variant: Product page > Variant > Inventory > Track quantity.
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Cause: The NetSuite location is not mapped to a Shopify location in the Locations mapping.
Resolution: Add the missing location mapping in integration settings.
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Cause: The Shopify Inventory Item ID is missing from the NetSuite item record.
Resolution: Run the Shopify products to item ID map flow to populate the Inventory Item ID.
Symptom: A refund creates a Cash Refund but should create a Credit Memo (or vice versa)
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Cause: The billing transaction type on the NetSuite Sales Order does not match expectations.
Resolution: Verify the billing transaction type by checking the saved search
customsearch_celigo_shopify_credit_staturesults for the order. Confirm whether the order was billed as a Cash Sale or Invoice. -
Cause: The refund flow ran before the billing flow completed for this order.
Resolution: Schedule the refund flow after the billing flow, with a sufficient delay to allow billing to complete first.
Symptom: Return Authorization not created in NetSuite
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Cause: The Shopify return status is not in a state the flow processes (for example, the return is DECLINED).
Resolution: Verify the return status in Shopify Admin.
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Cause: The original Sales Order in NetSuite does not have the Shopify Order ID in the eTail Order Id field.
Resolution: Verify the Shopify Order ID field on the NetSuite Sales Order. If missing, check whether the order was imported by the order flow or created manually in NetSuite.
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Cause: Return Authorizations are not enabled in NetSuite.
Resolution: Go to Setup > Company > Enable Features > Transactions and enable Return Authorizations.
Symptom: "Access denied for returns field"
The Shopify connection was authorized before the read_returns and write_returns scopes were added. Re-authorize the Shopify connection, then retry the flow.
Symptom: All payout transactions are creating Missing Transaction variances
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Cause: Order, billing, and refund flows have not yet synced for the payout period.
Resolution: Increase the Delay to reconcile transactions setting. Verify that the order, billing, and refund flows are running and completing without errors.
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Cause: Payout flows are running out of order (Flow 3 before Flow 1 or Flow 2).
Resolution: Check the scheduled run times for all three payout flows and ensure Flow 1 completes before Flow 2, and Flow 2 completes before Flow 3.
Symptom: Flow errors with THROTTLED, ACCESS_DENIED, or INVALID_ARGUMENT
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THROTTLED: Shopify's cost-based GraphQL rate limit has been exceeded. Celigo handles retries automatically. If throttling occurs regularly, reduce the flow schedule frequency or reduce the page size in the export query.
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ACCESS_DENIED: The OAuth connection is missing a required API scope. Re-authorize the Shopify connection and ensure all required scopes listed in the Shopify Prerequisites are granted.
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INVALID_ARGUMENT: A field value passed to Shopify is invalid (for example, invalid carrier code, malformed GID, or unsupported enum value). Review the flow error detail and check the field mapping configuration for the failing import step.
Symptom: Transfer Order not syncing to Shopify
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Cause: Source or destination location is not mapped in the Locations mapping.
Resolution: Add the missing location mapping in integration settings.
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Cause: One or more items on the Transfer Order are missing their Shopify mappings (Shopify Product ID, Variant ID, or Inventory Item ID).
Resolution: Run the Shopify products to item ID map flow. The error message will indicate which SKUs are missing: "Missing Shopify item mapping for: [SKU]".
Symptom: Exchange order is not created in NetSuite
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Cause: The Shopify return is not marked as an exchange or no exchange order exists.
Resolution: Verify that the Shopify return includes exchange line items and that a linked exchange order is created in Shopify.
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Cause: The original NetSuite order record type does not match the exchange flow router conditions.
Resolution: Confirm whether the original order is a Sales Order or Cash Sale and ensure it matches the router configuration.
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Cause: Transformation errors in the return processing step.
Resolution: Review the flow logs for the postResponseMap step in the return flow and fix any data transformation issues.
Symptom: Orders are not getting billed in NetSuite
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Cause: The auto-bill setting does not match the order status.
Resolution: Verify whether the order is in Pending Billing or Pending Fulfillment and ensure the setting aligns with the order state.
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Cause: The saved search does not return expected orders.
Resolution: Preview the saved search (for example, billing search) in NetSuite and confirm it returns the correct records.
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Cause: Customer payment terms are missing.
Resolution: Ensure the customer record has payment terms populated; otherwise, the order may route incorrectly (for example, to cash sale)
Symptom: Unexpected variances during payout reconciliation
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Cause: Transactions have not fully synced before reconciliation
Resolution: Increase the payout reconciliation delay (for example, 24 hours) to ensure all transactions are available.
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Cause: Shopify fees, adjustments, or disputes not yet synced
Resolution: Verify that all related transactions (fees, refunds, adjustments) are present in NetSuite.
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Cause: Refunds are not mapped correctly
Resolution: Confirm that refunds are linked to the correct NetSuite credit memo or customer refund records.
Symptom: Flows fail with authentication or connection errors
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Cause: Shopify OAuth connection has expired or lost required scopes.
Resolution: Re-authorize the Shopify connection with all required API scopes.
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Cause: NetSuite token-based authentication (TBA) credentials have expired.
Resolution: Regenerate and update the NetSuite token credentials.
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Cause: Connection failures are not monitored.
Resolution: Configure alerts for connection failures to detect issues early.
Symptom: Flow errors with THROTTLED
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Cause: Shopify GraphQL rate limits exceeded.
Resolution: Reduce page size in export queries and increase the flow schedule interval.
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Cause: High-cost GraphQL queries.
Resolution: Optimize queries by reducing unnecessary fields and batching requests where possible.
Symptom: Flow failures with unclear root cause
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Cause: Issue could occur at export, lookup, transformation, or import stage.
Resolution: Identify the failing step in the flow run and inspect request and response data.
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Cause: Lookup failures.
Resolution: Preview the corresponding saved search or lookup logic in NetSuite to ensure data is returned.
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Cause: Transformation errors.
Resolution: Verify field mappings and handlebars expressions for missing or incorrect values.
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Cause: Import failures.
Resolution: Validate payload data and permissions by testing the request directly in NetSuite or Shopify tools.
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Cause: Repeated failures after retries.
Resolution: Fix the root cause before retrying to avoid repeated errors.