Missing & Incorrect Orders Troubleshooting
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  3. Missing & Incorrect Orders Troubleshooting

Transaction amount must be positive

Your order total minus discounts is a negative number. If there is tax on the order, then there is tax on the discount. This error is common with 100% discounts.


In your Connex log, you see this error:

If the items on the order map to a QB grouped item and you have a discount, go to your QB item list. Increase the sales price of each item in the group. Login to Connex. Click configure. Scroll down to export settings and adjust the sync dates. Click submit and run your web connector.


Map tax codes

This usually happens when you map a 6% tax code in QuickBooks, but your website calculates 7% and your gift card offers a 100% discount:

  1. Login to Connex.
  2. Click manage.
  3. Expand sales tax. Look at the mappings. Is the tax rate in QuickBooks and your website identical?

If so, try adding tax as a line item:

  1. Under sales tax, check the add tax as a line item.
  2. Expand orders > sync orders to QuickBooks > sync manually to QuickBooks.
  3. In the order list field, enter your order number.
  4. Click save.
  5. Run your web connector.
  6. Return to sales tax and uncheck tax as a line item. This will enable Connex to map your tax codes again.

Remove grouped discounts

If your order contains grouped items, go to lists > item list in QuickBooks. Double click the item. Remove any discounts in the group. It is possible that a discount is double applied.

Remove discounts from the order

You can add a rule that removes all discounts, so the sale will balance.

  1. Login to Connex.
  2. Click rules engine and my rules.
  3. Click add new rule.
  4. Click next.
  5. As the action, choose remove order discount.
  6. In comparisons, enter coupon code, is not, and test.
  7. Click finish.

Delete shipping rules

Delete rules that remove the shipping cost and shipping amount, if there are unnecessary. 

  1. Go to the rules engine.
  2. Find the shipping rules.
  3. Click export to excel, in case you need to reexport.
  4. Delete them:


Clear Out Any Discounts

In some cases, particularly for grouped items, the only line items that will be sent to QuickBooks are the Shipping and Handling and Discount ones. It is paramount that the grand total of all incoming line items are positive, and if they are not, the error will occur.


In this case, you will need to ensure that Shipping and Handling has a higher absolute amount than the Discount. One way to do this is by going into our Rules engine, and adding a rule to set the Discount Amount to 0.


If this cannot be done, then please reach out to your web developer, and work with them to effectively weave the discounts into the order products' amounts, and ensure that no discount code will be on the sale, thus preventing our software from trying to map it over to begin with.

Update Grouped Items Price

In this example, the sum of the grouped items is $110. The total discount is $120. The order says -10:

In QuickBooks, go to list > item list. Find the items inside the group and update the price:

Resync your sale.