Q: Why are Items out of stock when customers are trying to order in Shopify?

Verify the stocks in NetSuite. Ensure that the Inventory Update field on setup record is enabled. See the below screen for navigation. Ensure that the Track Quantity feature is enabled on Shopify. Was this helpful?

Q: Why is the Product/Item not exporting?

Ensure that a record is flagged by enabling the Item Export to Shopify field under Shopify subtab. That’s how the connector recognizes that it must export an item over to Shopify. See the screen below. Refer to the Fields mapping document to enter the title information on item record. Without the title Shopify does not accept an item to be created newly. If everything is looking good and still the connector does not trigger the export, reach out to NetScore Support. Was this helpful?

Question 1

How to reprocess an Error record?

Accepted Answer

To reprocess an error record,

Go to Shopify error record list at Shopify>Shopify Setting> Shopify Complete Error Orders.
Select the record of choice.
Click on edit option to open the error record.
Enable the Reprocess checkbox and save the record.

See the screen below for navigation.

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Question 2

How to reprocess an error record with an “Item not found” Error?

Accepted Answer

Create the item which was not found in NetSuite while importing an order from Shopify.
Navigate to the respective error record.
Enter details of the created item under a sub-list called Item as shown in the screen.
Enable the Reprocess
Save the error record so that the connector pushes it in NetSuite as a sales order.

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Question 3

Why are Items out of stock when customers are trying to order in Shopify?

Accepted Answer

Verify the stocks in NetSuite.
Ensure that the Inventory Update field on setup record is enabled.

See the below screen for navigation.

Ensure that the Track Quantity feature is enabled on Shopify.

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Question 4

Why is Inventory not syncing over Shopify?

Accepted Answer

Ensure that the process of syncing inventory is turned on in the setup record.
On Shopify side, ensure that the Track quantity (on product page) is turned on. Otherwise it does not allow REST API to sync the inventory.

See the screen below.

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Question 5

How to flag an item to export to Shopify from NetSuite?

Accepted Answer

To export or create an item over Shopify from NetSuite, ensure that the Item Export to Shopify field is enabled.
Once an item is created on Shopify it creates the Shopify IDs.
The Shopify IDs are created under the Shopify sub-tab as shown below.

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Question 6

Why are the order details different between NetSuite and Shopify?

Accepted Answer

Ensure that you have gone through the Fields Mapping Document because the connector relies on it.
If you have any queries concerning the Fields, then reach out to the developer.

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Question 7

Why new customer record is not created in NetSuite through connector?

Accepted Answer

The Shopify customer must have certain information such as Billing or Shipping Information and Email address.
The connector checks whether the customer exists in NetSuite prior to creating a new customer. If the connector does not find the customer in NetSuite, then it creates the customer.

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Question 8

Why Tracking numbers are not getting posted to Shopify?

Accepted Answer

Ensure that Shipment Export checkbox is enabled in the Set Up record.
Ensure the tracking number is entered in the appropriate field in the fulfillment record, as the connector refers to it while posting to Shopify.

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Question 9

Why are the products/Items not syncing to Shopify?

Accepted Answer

Verify that the SKU is same on both systems (NetSuite and Shopify).
Refer to the Fields Mapping document to find the appropriate field to store SKU Value in NetSuite.

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Question 10

Why is the Product/Item not exporting?

Accepted Answer

Ensure that a record is flagged by enabling the Item Export to Shopify field under Shopify subtab. That’s how the connector recognizes that it must export an item over to Shopify.

See the screen below.

Refer to the Fields mapping document to enter the title information on item record. Without the title Shopify does not accept an item to be created newly.
If everything is looking good and still the connector does not trigger the export, reach out to NetScore Support.

Was this helpful?

Question 11

Why Orders appear in NetSuite without payment method?

Accepted Answer

Ensure that the Payment methods have been mapped appropriately on a Set up record.
Go to Shopify>Shopify Setting, and verify that the Payment methods are mapped as expected.
To add a new Payment method, provide the Payment method in Shopify Payment Mapping Name field, and similarly provide a Netsuite Payment method mapped to Shopify Payment Method in NS Payment Method See the screen below.

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Question 12

Why Orders appear in NetSuite without Shipping method?

Accepted Answer

Ensure that the Shipping methods have been mapped appropriately on a Set up record.
Go to Shopify>Shopify Setting, and verify that the Shipping methods are mapped as expected.
To add a new Shipping method, provide the Shipping method in Shopify Shipping Mapping Name field, and similarly provide a Netsuite Shipping method mapped to Shopify Shipping Method in NS Shipping Method See the screen below.

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Question 13

Why Orders appear in NetSuite without location?

Accepted Answer

Ensure that the locations have been mapped appropriately on a Set up record.
Go to Shopify>Shopify Setting, and verify that the locations are mapped as expected.
To add a new location, provide the location in Shopify Location Mapping Name field, and similarly provide a Netsuite Location mapped to Shopify Location in NS Location See the screen below.

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Question 14

Why some of the orders are not imported into NetSuite?

Accepted Answer

Go to error record list and search with an order Name/Number.

Figure out the error record which shows the cause of an interruption of the flow of a respective order, in a field called Error Message.

If you find the order in the list of error records, then follow the steps listed in our first few questions in this FAQ document.
If the respective order does not appear on the error record list, reach out to Netscore support.
To go to error records list, Shopify>Shopify Setting>All Active Error Orders. See the screen below.

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Question 15

How to change the order’s status prior to importing the orders from the connector for future orders?

Accepted Answer

Ensure that the Order Status checkbox is turned on in the Setup record.
Go to Shopify Setup Record>Shopify Settings, to access the setup record and ensure Order Status check box is turned on. See the screen below.

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