Customer Deposits not being Created Intermittently
Anyone else seeing intermittent issues where Customer Deposits are not being created by the Integration App?
We have 3 sites across 2 clients where the Create Sales Order Flow (scheduled) does not properly trigger the Create Customer Deposits Flow (real time) which means that the cash recorded from customer payments for Shopify orders does not get recorded in NetSuite. So when Sales Orders get shipped and Billed, the Invoice is NetSuite remains unpaid even though the order was paid for on Shopify.
For one client this has been happening since at least February 2022 and now a second client just found it happening since early April 2022.
I do have Support Tickets are open on this issue.
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Martin, have you received any answers on this?
I've had a few follow-ups with the support team but a resolution/fix has not been provided. We have however implemented an effective and reliable work around. We disabled the Create Customer Deposit Flow and added a User Event Script on the Creation of Sales Orders in NetSuite with the appropriate conditions and mappings to create the customer deposit. It is not ideal as it is not as easy manage as it is all in SuiteScript (code) but it has been 100% reliable.
I can understand why the Celigo product team separated the Sales Order Flow and Customer Deposit Flow so that each can be enabled independently since the flows are part of the Shopify Integration App and are therefore locked from any edits.
We experienced this just recently for the first time. Curious if you're still using your script or if Celigo has made any progress. Have you noticed if this issue is on all payment types? Ours happened on an order with PayPal as the method of payment, although I'm not sure that would matter. It's just weird that it would be so intermittent -- wondering if there's a common thread with the errored orders.
Kala Tech
We ran into this recently and mostly resolved it; what's the error message on the Customer Deposit flow?
James Hamilton where we have seen this issue occur, there are not any errors on the Customer Deposit Flow. The behavior we have seen is that the Sales Order Flow just fails to trigger the Customer Deposit Flow and unfortunately being a locked integration app, we cannot add any logging or additional step to verify the deposit was created.
Kala Tech we are still using a the User Event Script for one of our clients and have the Customer Deposit Flow disabled. I believe the logged ticket was closed as we were not willing to commit additional time chasing an intermittent issue for which there was not way for us to apply any logging (and were not going to try to break a production system to replicate the issue for the Celigo support team). It was more time effective on our side to develop the work around with the custom script.
On the other client, we only saw the problem one time so did not end up adding the User Event Script. However we have a Scheduled Saved Search setup in NetSuite to identify when any Sales Orders from Shopify end up being created without a Customer Deposit so we can catch the issue early when it happens.
Just coming across this in March 2023, and I've been experiencing the same issue intermittently for over a year. As Martin Jahn mentioned, there is no error logged in the deposit import flow, we only discover the deposit never imported days, weeks, or months later when we go through our open invoices.
It seems to be that the scheduled order import flow does not trigger the deposit import flow reliably (or at all). Kala Tech What I think is the common cause is that our realtime order import flow fails (due to a suitescript timeout or something else), then the same order is picked up by our scheduled order import flow, and is imported without a deposit. We tried troubleshooting with support about a year ago and also had a very hard time tracking it down, as logging could only be enabled for 1hr at a time on the shopify connection, and you had to hope and pray it happened during that time period. It seems to be an elusive problem.
I'm curious if anyone on this thread has gotten to a solution with Celigo?
We have had the same issue over the past few months and resorted to a Saved Search for Sales Orders without Customer Deposits. We have tried to troubleshoot this with Celigo multiple times and cannot find a permanent resolution.
Any advice would be greatly appreciated, as I would love to resolve this before any sales.
Thanks!
Mike Meyer and AR Team Our permanent fix has been to disable to Customer Deposit Flow and create a custom user event script in NetSuite to create the Customer Deposit instead. This has been 100% reliable for the clients we have assisted.
Thanks for the replies, AR Team Martin Jahn
Celigo support seems to agree that in our case the netsuite script is the best solution.
AR Team – you may want to check Settings > Order > Order > Sync web orders to NetSuite based on the Shopify order status. If you are configured to import orders when they are Authorized in Shopify, at least some of the missed deposits may be caused by this. That is because the realtime deposit import flow only fires on captured payments. We saw edge cases where orders were imported before the payment was captured because Shopify Tax recalculated the total and re-authorized the payment after checkout. If you can live without the realtime order flow, and setting that flag to import orders when they are Captured in Shopify, then you may be able to live without the UE script.
Hi again! We now have over 3000 missing customer deposits due to our latest sale. Some orders are pending fulfillment and others have already been billed. Any advice on how to rectify the open invoices on our aging now and all of the missing CDs in undeposited funds (we currently split PayPal and Shopify)?
I am going to look into the above settings change and just had a call with Celigo and they are still not offering any solutions until Q1 2024 at the earliest. In regards to the UE script, how would I go about having that set up? We do not have a NetSuite person on our team that would be able to implement this so would it be worth reaching out to NetSuite directly? Any advice would be greatly appreciated as we are expected to have this rectified by year-end.
Any advice/recommendations of a consultant to assist with this would be greatly appreciated.
Thank you!
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