Frequently Asked Questions

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Here are answers to most common questions. Can't find an answer? Contact us!

Settings

• How do I change the prefix?

  If any single order has been synced then our app will not allow you to change the prefix from your end. Please contact our support team at apps@parextech.com or from the Contact Us page in the app and our team will change the prefix.

• I want to select the account for payment method but that payment method is not listed in the settings.

  When the first order associated with the payment method will sync to Xero, you will see an option to select the account for that payment method on the 4th tab of our app.

• What is prefix and how to use it?

  The prefix is prepended to your order number of Shopify. It is more useful when you have multiple Shopify stores and you want to differentiate different stores orders in one Xero Organization. For example, If you have order #1001 in Shopify and you have selected the ‘SPY’ prefix in our app settings then our app will sync the order as Invoice number ‘SPY_#1001 in Xero.

• What is sync start date?

  The sync start date is date from which your order will start to sync. You can select the auto-sync start date back to the past 2 months.

• What is a Shopify Holding Account?

  If you are using Shopify Payments as the payment method for credit card processing, you will need this account in your Xero to manage the transactions coming in through this mode. Shopify Holding Account is a Clearing/Holding account that is used as an intermediate account to hold the funds from the sales before actually it reaches your bank account. If you are using Shopify Payments as the payment method for credit card processing, you have a choice whether to use this holding account in our app settings as an intermediate or not.

• Does Xero Bridge understand that EU sales to consumers - before Brexit changes come into effect - are treated as UK 20% VAT on Income, not other individual EU countries' VAT?

  Yes, we provide you an option to select the Tax codes for EU countries. This is in the Tax Settings tab of our Settings.

• Every time a new country is used for the Delivery Address, one of the integrators requires a new tax code to be set up (e.g. Italy, Canada) - even though Shopify is already set up to be 20% VAT for UK & EU, and Zero Rated for all other Countries. How does the Xero Bridge Tax code selection work?

  We already have it in the setup for all EU countries and another option for Rest of the World. None of our customers has reported this type of issue with our app.

• Will Shopify Fees automatically come through the integration, or would we need to process those separately?

  It will come through if you select the correct fees account in the settings of our app.

Order sync

• How can I sync backdated orders than sync start date allowed in app settings?

  You can submit the request from the "Backdated Order Sync Request" button from the App's dashboard page. You can request the backdated order sync after you have synced at least one batch of orders.

• Why invoices in Xero are synced without tax applied?

  Our app considers the tax charged on the order in Shopify to apply the tax in the invoice in Xero. If there has been no tax charged on the order in Shopify, our app will not consider the tax so tax will not be synced to Xero. Our app will sync the tax to invoice in Xero when the tax is applied in Shopify order.

• Can Xero Bridge sync the invoices created/updated in Xero to Shopify?

  Our app syncs the order and its updates from Shopify to Xero only. It is not possible to sync the invoices created/updated from Xero to Shopify.

• Is my orders automatically sync to Xero Organization?

  Yes, orders will automatically sync to Xero. First, you have to sync some orders manually and check in Xero panel. Once you are satisfied with invoices created then you can Enable "Auto Sync" by clicking on account detail page.

• Does Xero Bridge decide the tax code to be used for the integration, based on the Dellivery Address, or the Billing Address?

  The tax code is selected based on Shipping address.

• How does Xero Bridge show there are export errors? Some other integrator only shows a list of the past few exports on each page and we have to manually click through each page looking back (e.g. for past month) to find out whether any exports had errors. Is there a way to see a list of just export errors?

  Our app shows all the errors on the "Unsynced orders" page of our app. This page will show only the orders that had any kind of error during the sync. We also have an option to resync one particular order or attempt to resync all of the unsynced ones from that page.

• How does the Xero Bridge integration deal with Credits/Refunds?

  1. If the order is cancelled before our app syncs an order to Xero then our app does not sync that order and marks to not sync that order. 2. If the paid order is cancelled and the refund/return in Shopify had the products listed, the Credit Note will be created with all those products. It will also show the method through which the refund was processed - Shopify, PayPal, Afterpay etc. If the refund is done as a lump sum amount in any order, then it will not be synced with the individual products but will rather be synced as Refund Discrepancy. 3. If the partially paid order is cancelled and the refund/return in Shopify had the products listed, the Credit Note will be created with all those products. 4. If unpaid order is cancelled then the invoice will be voided.

• If I make a sale or refund in Shopify will this flow back to Xero to update inventory?

  Whenever a sale or refund is done in Shopify, the quantities are reduced or increased from Xero. This is an internal feature of Xero.

• Does your app sync draft orders created in Shopify?

  Our app does not support draft orders due to some reasons. When draft orders are confirmed in Shopify, it creates an order with a new number and hence duplicate entries get created in Xero. It also creates confusion among the customers with various reports, reconciliations matching, etc.

General

• Can I use Xero Bridge for multiple Shopify stores?

  Yes, Xero Bridge app works with multiple Shopify stores linking to one Xero account. You have to install our app in each Shopify store.

• Which plans are available for the app?

  Xero Bridge app has 3 plans. 1. Silver plan: $10/month, Includes 100 orders/month, $0.05 for additional orders over 100 orders. 2. Gold plan: $20/month, Includes 800 orders/month, $0.02 for additional orders over 800 orders. 3. Platinum plan: $30/month, Includes 2500 orders/month, $0.01 for additional orders over 2500 orders.

• Do you provide phone support?

  We do not have phone call support for this app yet. However, we will be more than happy to assist you with any questions that you might have over email. Contact our support team at apps@parextech.com

• How do I contact support team?

  You can contact our support team by sending an email to 'apps@parextech.com'

Functionalities

• Why manually adjusted quantities in Xero are not synced to Shopify?

  Whenever you do the updates in Xero as adjustments, Xero does not send us a notification and hence we are not aware of the change in quantities so manually adjusted quantities in Xero are not synced to Shopify.

• May I set different sales account for different product types?

  Yes, our app has a feature to sync the orders to respective accounts in Xero on the basis of product types assigned to the products in Shopify.

• Can we set up more than one Sales Code for different types of sales? E.g. Website v Retail outlet v Wholesale?

  Yes, you can set up more than one sales code for this. But this will have to depend on a certain parameter on the order level. You can define this distinction based only on anyone parameter in the order. For Retail vs wholesale or any other criteria, we will have to check and see how we can differentiate the data. Many customers are already using this, but each might have a different way to separate the sales.

• Can we set up the Payment Account to map to anything as per our preference? - e.g. a Shopify Clearing Account, or one for Card Payments & one for Paypal?

  Yes, you can map payment account for different methods. We give Shopify & Paypal within the settings. For other methods, we will have to setup from our end.

• I'm assuming as long as the Cost Prices are set up in Shopify & we set the mapping up correctly, when there is a Sales Invoice pushed through into Xero, it will create a Cost of Sales Adjustment? Does this come through as a zero Value Purchase Invoice or as a journal entry?

  COGS entry is a part of Xero if the product is tracked for Inventory. If the product is not tracked for Inventory at the time of Invoice creation, then the COGS will not be created by Xero.

• Does your app syncs purchase orders from Shopify?

  Our app has a feature to sync purchase orders created by the Stocky app from Shopify. This feature syncs the purchase orders created by Stocky app only because Stocky app is from Shopify.

Product sync

• If the product or customer is updated in Xero, will it sync back to Shopify?

  Only quantities sync from Xero to Shopify ( When the "Inventory sync" feature is subscribed ). Except quantities, any other entities will sync from Shopify to Xero.

• If a product is created in Shopify, will Xero bridge sync that product to Xero?

  Yes, our app will sync the products from Shopify to Xero. By default, our app creates the products in Xero which are part of Shopify order.

• Does the Stock sync work both ways - i.e. if we have to make an adjustment in Xero to the quantities, would it change it in Shopify & vice versa?

  No. There is a certain way Inventory sync works. Products sync from Shopify to Xero and Quantities sync from Xero to Shopify. This is an add-on feature within the app. You will see further details during the setup of this feature.

• What is the cost of the Inventory Sync Feature?

  The cost for the Inventory sync feature is $1 per 100 variants/month. If you have 90 products with 5 sizes each (450 variants), that would cost you $5 per month.

• How to deal with opening stock of items?

  Xero does not allow any app to enter the quantities or opening stock of the product. When the products are synced to Xero, the quantity in Xero will be 0. Quantity or opening stock will have to be entered in Xero through purchase bills or manual adjustment.

General

• Which version of the QuickBooks is Supported in our app

  Our app supports all versions of QuickBooks Online except QuickBooks Self Employed. We have a separate app for QuickBooks Desktop. Please search for the QuickBooks Desktop app on the Shopify Apps page.

• Does your app syncs Shipping expenses?

  Our app only syncs shipping as revenue because Shopify only provides that data as a part of order sales data. Shopify does not provide any data related to software expenses and outbound shipping expenses, so our app can not sync those data to QuickBooks Online.

• Can I use QuickBooks Bridge for multiple Shopify stores?

  Yes, our app supports multi-stores very well and it can connect to a single QuickBooks Online and works very well. Our app allows you to install our app on many stores and connect to a single QuickBooks account. Our app's subscription and billing plans are managed by Shopify. Shopify requires each store to install the app separately and subscribe to our app separately. So you will need to have our app installed on all the stores from where you would like to sync the data to QuickBooks.

Orders

• Does your app sync preorders(Pending) or draft orders from our Shopify?

  Our app does not support draft orders due to reasons. When draft orders are confirmed in Shopify it creates an order with a new number and hence duplicate entries get created in QuickBooks and creates confusion among the customers with various reports, reconciliation matching, etc.

• Does your app support multi-store and Multi-currency?

  Yes, our app supports multi-stores and multi-currencies very well and it can connect to a single QuickBooks Online and works very well. Our app allows you to install our app on many stores and connect to a single QuickBooks Online.

• How do I change/disable Prefix?

  We do not allow our customers to change the setting after at least one order is synced to avoid any accidental change in our app. Please contact our support team at qbspsupport@parextech.com or from the Contact Us page in the app and our team will change the prefix.

• What is Prefix and How to use it?

  The prefix is prepended to your order number on Shopify. It is more useful when you have multiple Shopify stores and you want to differentiate different store orders in one QuickBooks. For example, If you have order #1001 in Shopify and you have selected the ‘SPY’ prefix in our app settings then our app will sync the order as Invoice number ‘SPY_#1001 in QuickBooks.

• What is the sync start date?

  The sync start date is the date from which your order will start to sync. You can select the auto-sync start date back to the past 2 months.

• Will Shopify Fees automatically come through the integration, or would we need to process those separately?

  It will come through if you select the correct fees to account in the settings of our app.

• I want to select the account for payment method but that payment method is not listed in the settings.

  When the first order associated with the payment method syncs to QuickBooks, you will see an option to select the account for that payment method on the 4th tab of our app.

• How can I sync back-dated orders than sync start date allowed in-app settings?

  You can submit the request from the "Backdated Order Sync Request" button on the App's dashboard page. You can request the backdated order sync after you have synced at least one batch of orders.

• If the order is voided on Shopify, will that sync to QuickBooks Online?

  Any unpaid order processed on Shopify is synced as an invoice in QuickBooks Online. If the order is later on voided in Shopify, then our app will void the invoice created for the Shopify order in QuickBooks Online. If you are syncing orders as sales receipts through our app, and if an order is voided on Shopify but is not refunded, then in such a case the sales receipt synced by our app won't be voided. However, if the order is voided and refunded, then a refund receipt will be created for the particular sales receipt in QuickBooks Online.

Settings

• How do I change the prefix?

  If any single order has been synced then our app will not allow you to change the prefix from your end. Please contact our support team at qbspsupport@parextech.com or from the Contact Us page in the app and our team will change the prefix.

• I want to select the account for payment method but that payment method is not listed in the settings.

  When the first order associated with the payment method syncs to QuickBooks, you will see an option to select the account for that payment method on the 4th tab of our app.

• What is a prefix and how to use it?

  The prefix is prepended to your order number on Shopify. It is more useful when you have multiple Shopify stores and you want to differentiate different store orders in one QuickBooks. For example, If you have order #1001 in Shopify and you have selected the ‘SPY’ prefix in our app settings then our app will sync the order as Invoice number ‘SPY_#1001 in QuickBooks.

• What is the sync start date?

  The sync start date is the date from which your order will start to sync. You can select the auto-sync start date back to the past 2 months.

• What is a QuickBooks Account for Payouts (Shopify Payments)?

  If you are using Shopify Payments as the payment method for credit card processing, you will need this account in your QuickBooks Desktop file to manage the transactions coming in through this mode. QuickBooks Account for Payouts (Shopify Payments) is a Clearing/Holding account that is used as an intermediate account to hold the funds from the sales before they actually, reach your bank account. If you are using Shopify Payments as the payment method for credit card processing, you have a choice whether to use this holding account in our app settings as an intermediate or not. Also, under this option, only "Other Current Asset" type accounts will appear as options for mapping.

• Why do sometimes a newly added account in QuickBooks won’t appear in our app’s dropdown for mapping?

  Whenever any account is added to QuickBooks, you will need to refresh the settings on our app and make sure to run the web connector as well at the same time. When you refresh the settings on our app, our app checks for the updates in QuickBooks. Web connector provides updates to our app. In this process, the newly created accounts in QuickBooks will appear on our app’s dropdown option for mapping.

• I am getting an error (Something went wrong) in Shopify while clicking on the "Test Connection" button.

  Due to some permission issue from QuickBooks, this error may occur when you click on the "Test Connection" button. So please make sure that you are logged in to QuickBooks with the admin user credentials.

Order Sync

• How can I sync back-dated orders than sync the start date allowed in-app settings?

  You can submit the request from the "Backdated Order Sync Request" button available on the App's dashboard page. You can request the backdated order sync after you have synced at least one batch of orders.

• Can the QuickBooks Desktop app sync the invoices created/updated in QuickBooks to Shopify?

  The sync flow for orders is just one way i.e. from Shopify to QuickBooks Desktop. Any order created manually in QuickBooks won't be synced to Shopify. Even if any order synced by our app is updated in QuickBooks, then that particular update won't sync from QuickBooks to Shopify.

• Is the sync flow for the orders automatic?

  Yes, orders will automatically sync to QuickBooks. First, you have to sync some orders manually by clicking on the "Sync Now" button available on our app dashboard. Once you are satisfied with the invoices/sales receipt/sales order created by our app then you can Enable the "Auto Sync" option which will appear on our app dashboard.

• If I make a sale or refund in Shopify will this flow back to QuickBooks to update inventory?

  Whenever a sale or refund is done in Shopify, the quantities are reduced or increased from QuickBooks. This is an internal feature of QuickBooks Desktop.

• The sales and returns would affect the inventory, would this app help to maintain the inventory record in QuickBooks?

  Yes, any sale or refund synced by our app will update stock for the product in QuickBooks and this is an internal feature of QuickBooks. Also, we do have an add-on feature named "Inventory Sync" which you can use if you want to sync product stock quantity from QuickBooks to Shopify.

• Can I sync the customer with Last Name/First Name

  Yes, we can set up a feature to sync Shopify customers with their Last Name/First Name. To set up the feature you will need to contact our support team.

• Can we sync Shopify order notes?

  Yes, we can set up a feature to sync the order notes along with the order in the QuickBooks "Memo" field. To do this you will need to contact our support team and please share an example order so that we can review and set up the feature.

• Can we sync tax as a line item in the order?

  Yes, we can set up a feature where tax will get synced as a line along with the order in QuickBooks. To make sure that it works fine the Shopify tax line and QuickBooks tax line names should match exactly the same because the matching is based on the name. This feature needs to be enabled from the backend so you will need to contact our support team.

• How to map QuickBooks "Inventory Site" with the Shopify orders?

  The mapping will be based on the Shopify order's location, source, channel, etc. So please provide an example of Shopify orders and the corresponding QuickBooks "Inventory Site" name. You will need to reach out to our support team because a feature needs to be enabled for the "Inventory Site" mapping.

• How are Paypal Fees synced to QuickBooks Desktop?

  Paypal fees are synced as "Check" in QuickBooks and it will be synced to the account being mapped for "Paypal Fees" on our app settings page.

• Can the Shopify orders be mapped with a particular QuickBooks invoice template?

  Yes, this can be achieved. You just need to let our support team know about the template name that you want to use for Shopify order sync.

• Does shipping gets synced along with the order if $0 is charged for shipping?

  Yes even if $0 is charged for shipping still the shipping line item will get synced to QuickBooks. But we do have a feature to ignore shipping line sync in that case. That feature needs to be enabled from the backend so you will need to contact our support team.

• Can the invoice number be synced in the payment transaction?

  Yes, we do have a feature to sync invoice numbers in the payment transaction's "Memo Field". Please reach out to our support team as the feature needs to be enabled from the backend.

• Can the customer email address be synced in the order's "Bill To" and "Ship To" fields in QuickBooks?

  Yes, this can be achieved but you will need to reach out to our support team in order to enable this feature for your store.

• Can I sync the customer email address in the QuickBooks order's "Bill To" and "Ship To" fields?

  Yes, this can be achieved by contacting our support team. But if we enable this feature for you then the country code won't get synced to the order's "Bill To" and "Ship To" address fields. The reason is QuickBooks only support 5 lines in the address field and if we sync the customer email as well then there will be 6 lines and so then, in that case, QuickBooks will throw a validation error and the order won't get synced then.

• Can you sync the Shopify order using the QuickBooks order sequence number?

  Sure this can be achieved by contacting our support team as a feature needs to be set up from the backend. We will set up a feature for your store that won't sync the order number provided by Shopify. In that case, QuickBooks should automatically assign a reference number to the invoice/sales receipt based on its own invoice/sales receipt number rule.

• How does the app know if any change related to the product, customer, or tax is done in QuickBooks?

  If any change like add or update is done to the product, customer, or tax in QuickBooks then make sure to click on the "Refresh Settings" button available on our app dashboard and at the same time also run the QuickBooks web connector. This process will make sure that changes done in QuickBooks will be fetched by our app.

General

• Can I use the QuickBooks Desktop app for multiple Shopify stores?

  Yes, the QuickBooks Desktop app works with multiple Shopify stores linking to one QuickBooks account. You have to install our app separately in each Shopify store. The billing and Subscription will be separate for each Shopify store.

• I forgot the Web connector password, how can I get that?

  Please navigate to our app setting page>>Download QWC file tab. Upon clicking on the "Download QWC file" tab you will get an instruction page. It’s the same page that you saw while initially setting up our application. On this instruction page, from the 3rd point, click on the download button. This action will download a new QWC file, however, you can ignore that file as our concern is to just get the password. Once the QWC file is downloaded, then in the 5th point, the password will appear. You just need to copy that password and paste it into the web connector. The QuickBooks web connector will give a pop-up to save the password.

• Is the QuickBooks Desktop app supported in MAC?

  QuickBooks Desktop integration through our app is only supported on Windows. The reason is QuickBooks does not provide a web connector supported by Mac.

• Is the QuickBooks Desktop app supported with all the versions of QuickBooks?

  Our app works only for QuickBooks Desktop-based software such as QuickBooks Pro, QuickBooks Premier, QuickBooks Enterprise, etc. The app does not work with QuickBooks POS versions.

• What is the pricing for the app, and is the inventory sync add-on an additional cost?

  The monthly subscription fee for our app is $40 and the plan includes 1000 orders/month. You will be charged $0.05 per additional order. $200 max charge authorized if orders exceed 1000 orders per month. Inventory sync is an add-on feature and has an additional cost of $5.00 per 500 product variants/month

• Does the app sync item price?

  Yes, if you are using our add-on feature named "Inventory Sync", then product price will also sync from QuickBooks to Shopify and this flow is one way. Every two days, the updated item price gets synced from QuickBooks to Shopify.

Product sync

• Does the Stock sync work both ways - i.e. if we have to make an adjustment in QuickBooks to the quantities, would it change it in Shopify & vice versa?

  Our app will not add inventory to QuickBooks via Shopify. The quantity sync is only one way. The only way is for QuickBooks to Shopify. New products will sync from Shopify to QuickBooks only and quantities will sync from QuickBooks to Shopify only.

Inventory Sync

• Does this app support multi-location inventory sync?

  Currently, multi-location inventory sync is not supported by our app. Our app's primary function is to sync orders from Shopify to QuickBooks as per the settings saved on our app. However, if QuickBooks is your master for inventory and you want the product stock quantity to be synced from QuickBooks to Shopify's default location, then after saving the settings on our app you can subscribe to the add-on feature "Inventory Sync" from the features list tab. The product's on-hand stock in QuickBooks will be synced to Shopify's default primary location.

Summary Sync

• How frequently does the summary sync happens?

  Our app runs a process twice a day to sync the summary. Once Shopify provides the payout then the summary will be synced by our app within a day. For all other payment methods than the Shopify payment method, our app will sync the summary based on the 12 AM midnight cut-off.

• Do customers and products get created along with the summary sync invoice?

  Customer and product sync is not supported in the case of summary sync. Summary sync is helpful if your requirement is just to know daily sales and accordingly need to account for profit and loss in QuickBooks Online.