Nemo Works

Troubleshooting

Where to look

  • Today shows what needs you.
  • Queue lists every order and refund with its state. An order that stopped says why, and offers the fix (map the product, create the item, pair the tax rate, retry, skip).
  • Logs shows every run in plain words (“Invoice 4826 saved, 264.54.”), with the exact request and answer for each step.

Alerts (paid plans)

Settings, Alerts: an email (and optionally a Slack or other webhook post) when an order, refund or payout stops, checked every hour, plus an optional summary of yesterday each morning (around 6 am, site time). Blank email sends to the site admin.

Common messages

“... has no QuickBooks item.” Pair the product on Mapping, let the plugin create items, or allow the fallback item (Settings, Products and items).

“... has no QuickBooks item of its own, but could be ...” More than one sub-item ends in this SKU (for example Packs:TP-32 and Old:TP-32), or the SKU is longer than QuickBooks’ 31 characters and an item is named with its first 31. Pair the product with the right item on Mapping, Products, then retry; or use “Create the item” in the Queue if none of them is this product.

“This order has no name, company or email ...” There is nothing to tell its customer by. Add a billing name to the order in WooCommerce, then retry.

“... cannot be created under that name (item names hold 31 characters ...).” A helper item named in Settings does not exist in QuickBooks and its name is too long (or has a “:”) to create. Pick an existing item in Settings, or a shorter name.

“The QuickBooks total would be off by ...” QuickBooks would work out a total different from the store’s by more than the rounding line allows (1 cent for each taxed line and each tax rate, at least 2 cents, never more than $1.00). The message gives QuickBooks’ tax and the store’s: if they differ, check the tax item and its rate, or see Sales tax. If the order was paid partly with a gift card or store credit that is not a coupon, enter it by hand.

“This refund gives back only sales tax ...” QuickBooks works tax out from taxable amounts, so a credit memo cannot give back tax alone. Enter it in QuickBooks by hand (for example a sales tax adjustment), then skip it in the Queue.

“QuickBooks already has credit memo ... but this refund is ...” Another refund of the order already used that number, usually because an earlier refund was deleted in WooCommerce (which renumbers the later ones). Nothing was written. Check the order’s refunds in QuickBooks, then enter this one by hand or skip it.

“The store tax rate ... has no QuickBooks tax item.” You chose a tax item per rate: pair the rate (or the combination) on Mapping, Sales tax.

“QuickBooks already has invoice ... for ..., which is not this order.” Another sale in QuickBooks uses this order’s number (often a phone order QuickBooks numbered next). Nothing was written. Set a number prefix (Settings, Orders, for example W-) so web invoices get their own numbers, then retry. If that invoice really is this order, skip it.

“Invoice ... for this order is already in QuickBooks with ..., but the order is ...” An invoice for this order is there (typed in by hand, or by another tool), but its total is not the order’s, or the order’s less the card fee. Nothing more was written. Correct the invoice in QuickBooks, or check that it really is this order, then retry; if that invoice is right as it is, skip the order and add the payment by hand.

“Another Web Connector run is still working.” Only one run works at a time, so two computers (or a manual run during a scheduled one) never write the same order twice. The work goes on in the run already going. If that run crashed, the next run after 10 minutes takes over.

“Web Connector sign-in refused: wrong username or password.” The password in the Web Connector does not match. Make a new one in the setup guide’s Connect step and paste it in. After ten wrong passwords in a row from one address, that address is locked out for 15 minutes, even with the right password. If your site sits behind a proxy or load balancer other than Cloudflare, every request can look as if it comes from the proxy’s address; a developer can tell the plugin the visitor’s real address with the qxwoo_client_ip filter. (Refused sign-ins are logged at most once every five minutes.)

“QuickBooks saved invoice ... with ..., but the order is ...” QuickBooks worked the total out differently from the store, most often because a sales tax rate was changed in QuickBooks after the lists were read. The invoice is in QuickBooks; the payment was not written. Read the lists again (Settings), correct the invoice in QuickBooks, then retry: the invoice is read again and the payment added.

“The payment for order ... is ... in QuickBooks but was booked as ...” Someone changed the payment in QuickBooks after it was booked, so the deposit would not equal the bank line. Nothing was deposited. Put the payment back, or deposit this payout by hand.

“The payout’s lines add up to ... but the payout is ...” The payment processor reported only part of the payout. Nothing was deposited; deposit this payout by hand.

“Order ... is charged more than once in this payout” The processor charged the order twice, but QuickBooks has one payment for it. Deposit this payout by hand (and check the double charge with the processor).

“Waiting for order ... to be booked.” A payout waits for its orders. Book or skip the order it names; payouts are always deposited whole.

“Fixing past payouts stopped: ...” Something in QuickBooks changed since the scan. Nothing else was changed. Check the payment it names, then scan again.

The NemoWorks service

Orders are booked by the NemoWorks service; the store passes the Web Connector’s calls on to it.

  • “This store is not connected to the NemoWorks service yet” (on every screen): open the setup guide’s first step and press Connect this store. Orders that reached a sent status before that wait in the store and go once it is connected.
  • “The NemoWorks service did not answer”: the screens may be out of date for a moment. Nothing is lost: changes wait in the store, and a Web Connector run during the outage is told there is nothing to do, so the work goes on with the next run. Is it down for everyone? See status.nemoworks.dev.
  • Disconnecting (setup guide, first step) stops booking; the service deletes the store’s data 30 days later. Connect again before then to keep the queue and pairings.

The Web Connector cannot connect

  • The store address must start with https:// and have a valid certificate.
  • Security plugins or firewalls must let the Web Connector post to /?qxwoo-connector=1.
  • Ten wrong passwords in a row from one address lock it out for 15 minutes. Make a new password in the setup guide’s Connect step if unsure.

The Audit

The Audit reads a period from QuickBooks, a week at a time, and compares it order by order with the store: identical, a few cents different, different, missing, or in QuickBooks twice. It never writes. Run it before going live and whenever the books look off.

Sending diagnostics

On the Logs page, press Send diagnostics: your site emails the file to support@nemoworks.dev and shows a reference number to quote. If your site cannot send email, use Save to a file instead and attach the file to an email. The file holds your settings and the last seven days of the log, with names, addresses, emails, phone numbers, memos and card numbers removed. Passwords are never included.

Getting help

Email support@nemoworks.dev. Every paid plan includes email support. Say which QuickBooks edition and year you use, and attach the diagnostics file if something stopped.