# Troubleshooting

## Common issues

| Symptom                            | Likely cause                                                                                         | What to try                                                                                                                                                                                                       |
| ---------------------------------- | ---------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| "Connection shows as Failed"       | Credentials are incorrect or have been revoked in Shopify.                                           | Check that your API password hasn't been revoked. If using Developer Dashboard, verify your Client ID and Client Secret are still valid. Update credentials on the Shopify app's Credentials page and click Save. |
| Orders don't appear in NetSuite    | Order Import flow is not enabled, not scheduled, or NetSuite connection is down.                     | Check that the Order Import flow is enabled and scheduled (typically hourly). Verify your NetSuite connection is active. Open the flow's activity log to see if there were data-matching errors.                  |
| Items won't export to Shopify      | Item Export flow is disabled or not scheduled.                                                       | Enable the Item Export flow and configure a schedule (e.g., daily). Verify that NetSuite items have required fields (name, price) populated.                                                                      |
| Stock quantities are wrong         | Location mapping is incorrect, or stock hasn't been synced yet.                                      | Verify the Stock Export flow is enabled and scheduled. Check that your location mapping (if using multiple locations) is correct under the Stock tab. Run the flow manually and check the activity log.           |
| Refunds don't sync to Shopify      | Refund Import flow is disabled, or the refund record isn't properly linked to the sales order.       | Enable the Refund Import flow and schedule it. Verify the cash refund record in NetSuite references the correct sales order. Check the activity log for errors.                                                   |
| Fulfillments don't sync to Shopify | Fulfillment Export flow is disabled or the item fulfillment isn't linked to the correct sales order. | Enable the Fulfillment Export flow (usually triggered on item fulfillment creation). Verify the item fulfillment references the correct Shopify order. Check the activity log.                                    |
| Settlement reports don't appear    | Payout Import or Payout Transaction Import flows are disabled or haven't run yet.                    | Enable both Payout Import and Payout Transaction Import flows and schedule them hourly. Shopify may not have generated a payout yet if your account is new. Check the activity log for errors.                    |

## FAQs

**Can I use the same Shopify store credentials for multiple NetSuite accounts?**

No. Each Shopify store must be connected to a single NetSuite account via IDC. If you have multiple Shopify stores, each must connect to its own IDC instance.

**How often should I schedule flows to run?**

For most flows, hourly is recommended so data stays in sync throughout the day. Order and fulfillment flows especially benefit from frequent runs. Stock and item exports can run less frequently (e.g., every 2–4 hours) if your data changes slowly.

**Can I customize field mappings between Shopify and NetSuite?**

Most field mappings are pre-configured and managed by IDC's custom logic. If you need to change mappings, contact In8Sync support — they can help customize the mappings for your business logic.

**What happens if an order fails to import?**

IDC logs the error in the flow's activity log with details on what went wrong (e.g., missing item, missing customer). You can review the log, fix the underlying issue (e.g., add the missing item to NetSuite), and re-run the flow. Failed orders are not skipped — they'll be retried on the next run.

**Do I need to enable all flows?**

No. Enable only the flows that match your business needs. For example, if you don't process refunds, you don't need to enable Refund Import. If you manage stock outside NetSuite, you don't need Stock Export. The more flows you enable, the more comprehensive the sync will be.

## Still need help?

If your issue isn't listed here, check the [IDC activity log](/idc/idc-core/logs.md) for details on what happened during the last sync. You can also contact In8Sync support from within the IDC dashboard — click **Support** in the left menu.


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