Missing & Incorrect Orders Troubleshooting
  1. Help Center
  2. General Troubleshooting Guide
  3. Missing & Incorrect Orders Troubleshooting

My sales are short for a time period

How to troubleshoot missing sales from a time period

Problem

You are missing orders from a time period in QuickBooks. Your sales for a month or a week are short.

Description

We have no direct access to your QuickBooks. We are unable to troubleshoot, based on a report of sales in a time period.

Solutions

Check error log

If sales failed to sync, then Connex logs errors:

  1. Login to Connex.
  2. On the left, click logs > error log.
  3. Here is an example entry:
  4. If there were sync failures, Connex will list order numbers and reasons. Each error should have an associated help guide. Once you fix the issue, resync your sales. Your web connector will show success or errors. If there are errors, refresh the log.

Check product mapping

At times, sales can sync because the products failed to map:

  1. Login to Connex.
  2. Scroll down to map products:
  3. Fix the mapping issues:
  4. Once you fix the issue, resync your sales. Your web connector will show success or errors. If there are errors, refresh the product mapping page.

Check order sync log

An order can have a different customer or order date. 

  1. Login to Connex.
  2. On the left, click logs > audit log.
  3. Search for the missing sale:

Identify what sales are missing

Check your sales report from your website and your QuickBooks report. Find what sales are missing. Once you fix the issue, resync your sales.