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Troubleshooting Xero Sync

  • Updated

Having issues with QuickBooks Sync? Here are some common errors and how to fix them.



Common errors

  1. Xero Sync may encounter errors that stop your exports from functioning.

    In the event that your exports stop functioning, we recommend disconnecting and reconnecting Xero Sync from your Xero organization.



    1. From the Shopify admin, select Apps.
    2. Select Xero Sync.
    3. Select Settings.

      Select Settings

    4. Select Disconnect.

      Select Disconnect

    5. Navigate back to the Shopify admin and select Apps.
    6. Select Xero Sync.
    7. Reconnect your Xero organization by selecting Connect now.

      Reconnect your Xero organization by selecting Connect now.

    Once the Xero app has been successfully disconnected and reconnected, your exports should resume.

  2. When Xero Sync creates a customer or variant in your Xero account, a mapping file automatically generates to avoid creating duplicate information.

    When you change the information on a customer or variant, this mapping is not updated.



    1. From the Shopify admin, select Apps.
    2. Select Xero Sync.
    3. Select Manage Mappings.

      Select Manage Mappings

    4. Select Customers or Variant.

      Select Customers or Variant

    5. Select the edit icon next to the mapping you want to adjust.

      Select Edit

    6. Select the correct customer or variant.

      Select Customer or Variant

    7. Select Save Mapping.

      Select Save Mapping

  3. If the Payment Account is properly set within Xero Sync and you are seeing this error, we recommend reaching out to Xero Support for further assistance.

  4. If you are receiving a tax rate error when trying to link Shopify to Xero, please follow the steps below.



    1. From the Shopify admin, select Apps.
    2. Select Xero.
    3. Select Taxes.

      Select Taxes

    4. Select a Tax Rate.

      Select a Tax Rate

    Once you have completed the steps above, link your Shopify account to Xero. The chosen tax rate should match what you have in Shopify.



Error messages

  1. This error appears when the SKU(s) you are using are not properly formatted in the Standard Latin Alphabet.

    Xero is only able to understand the Standard Latin Alphabet.

  2. This error appears when the stock levels of products inside Xero are less than what is being exported.

    It’s best to manually verify and adjust the stock level of products within Xero prior to exporting with Xero Sync, otherwise, you can adjust the stock in your Xero account and perform a manual export for the failed item.

    Refunds in Shopify create credit notes in Xero for the amount of the refund when the order is exported.

    To adjust the stock in your Xero account, please follow the steps below.

    1. Log into your Xero account and select Business > Products and services.

      Products and services

    2. Select the product that is generating the error.

      Select a product

    3. Select Options > New Adjustment.

      Options then New Adjustment

    4. Select New Adjustment > Enter Quantity Amount > Accounts to have adjustments reflect to > Review Adjustment.

      Review Adjustment

    5. Select Post Adjustment.

      Post Adjustment

  3. This error appears when a product has been deleted from Shopify that is also included in an order that's being exported.

    Once deleted, Xero no longer has the information about the product that's required to perform the export.

    We recommend hiding any products of this nature.

  4. This error appears when duplicate data exists within Xero that Shopify hasn't been able to reconcile.

    Shopify POS introduces a few edge cases that aren't covered by Xero, including partial refunds. Shopify is still looking into this.

  5. This error appears during export when a contact of the same name already exists within Xero.

    To resolve this, you will need to either delete the Xero contact with the same name and re-export, or manually create the Shopify order in Xero.

  6. This error appears when the organization has either been deactivated, removed, or is otherwise no longer available.

    Refunds and associated transactions are properly split among payment accounts (PayPal / gift card payment) if one or more of these accounts were involved in the refund.

  7. This error appears when you start tracking inventory after you enable inventory tracking for a product within an order that has already been exported.

    Xero is not able to adjust the inventory of this product if inventory tracking was not set prior to the export.

    We recommend performing a manual change within Xero if this error occurs.