One of the most common issues users encounter is that orders are in Tradebox but have not posted to Sage. This article will help you easily identify why that's happening so you can resolve it.
Orders with a Query status are never valid for posting to accounts until the query reason is resolved, which in most cases requires action from a user.
If Tradebox cannot connect to Sage because there's a problem with the Sage connection or the Sage data has recently been upgraded and the Tradebox connection hasn't been refreshed, no orders will post. Going into the Sage 50 tab within the relevant sales channel(s) is the first port of call in testing or refreshing a Sage connection.
Both of these issues are covered in more detail below.
Accounts Link Set Up
To post to Sage, first of all an accounts link needs to be set up. If you've upgraded to Tradebox One from Finance Manager, please check that the accounts link has been reconnected to Sage.
To check Tradebox can communicate with Sage:
- Go to Channels and double click the sales channel to open it
- Click on the Sage 50 tab
- If Tradebox can communicate with Sage and the accounts link has been configured already, it will drop you at the Postings tab. Close the channel and repeat for any other affected sales channels.
- If Tradebox drops you at the Connection tab, there may be a problem communicating with Sage, or the accounts link may not have been set up for this channel. Choose the relevant Company and click Connect to Sage. See the Sage accounts link setup guide for more detail.
Is Sage posting set to Manual?
If Sage posting has been set to manual, no orders will post to Sage until a user starts the posting routine by clicking a button. You can check if you're set to automatic or manual by going to Configuration > Accounting.
When Sage posting is set to manual, you will see a Post to Sage 50 button appear at the top of the Orders screen. Only when you highlight the orders you want to post and click that button will anything go through to Sage.
If you're set to automatic posting, then the order posting will be attempted automatically by the Tradebox Data Service. The service appears as an icon on your taskbar, and you may have to click the white arrow to view it, as shown below. If this is not running, no orders will be posted to the accounts.
If orders still don't post after you click Post to Sage 50, or the data service is running but orders are still not being created in Sage, keep reading for further possible causes.
Channels are deactivated
In the channels screen, a channel must be active and have download turned on for orders to download from the marketplace and post to Sage.
In the screenshot above the channel is inactive, as shown by the red cross in the active column. To activate a channel, highlight it and click the grey Activate button at the top of the screen. Right-clicking in the channel grid shows a menu with some additional controls that can activate or deactivate channels in bulk.
There are a few different status reasons that might prevent orders from posting to Sage. Check the status of an order by going to Orders in the top left of Tradebox and checking the Status column.
- The status of your orders is not listed in the sales channel, or has not been set to post to Sage.
Within each sales channel, in the Statuses tab, check the bottom half of the screen under the Order Statuses To Accounts heading. This controls which Tradebox order statuses are valid for Sage posting. If your orders have a status which is not listed here, or which does not have a tick in the Post to Accounts column on the right, the orders will not be posted to Sage. Edit any existing status by double-clicking. If the required status does not appear, use Actions > Statuses - Add New to add it. For further information on status mapping, see our guide.
2. Orders have a status of On Hold.
Orders with a status of On Hold are not valid to post to Sage. Take an order off hold by going to the Orders screen and clicking Change Status. Once the order has changed status, so long as the current status is valid for Sage posting it should go through.
3. Orders are in Query.
Tradebox assigns a Query status to an order when there's something about the order that it doesn't know how to handle. Query orders require action from the user and it's best practice to go into the Orders list daily to check for Query orders; the Query counter at the top of the Orders list shows how many orders are currently in Query.
Double-click a Query order to open it and you'll see the Query Reason on the left of the screen. The same reasons will also show in Logs > Issues in the Order Issues section.
To resolve a query, see the relevant article:
- No Product Record Could Be Found
- Product Record Could Not be Found in Sage
- A Bank Account for the Payment Method Could Not be Found in Sage
- Held For Validation of the Customer Account in Sage
- Total Paid from eBay does not match Tradebox Order Total
- Marketplace Status is mapped to Query Status
- Order Total from EKM does not match Tradebox order total
Within each sales channel > Sage 50 > Postings tab, there is a Don't Post Orders Dated Prior To: setting. When you created the accounts link, you'll have set this; essentially it's your 'start date' for that channel's Sage posting. Any order date prior to this will not be posted to Sage even if the order has downloaded as far as Tradebox. If the date in this setting is incorrect, you can amend it and then save the channel to make orders valid for posting.
TBSERVICE/TBUSER already logged into Sage
If you're set to automatic Sage posting, Tradebox will use the Sage logon TBSERVICE to log in and out of Sage when posting orders. If set to manual posting, it will use Sage logon TBUSER. When Tradebox comes to post to Sage, it will not be able to do so if the user in question is already logged into Sage.
If this happens, Tradebox will alert you in Logs > Issues in the Synchronisation Issues window with the following message: Tradebox was unable to connect to the Sage dataset at this time for the following reason: Cannot connect to Sage Accounts as the supplied logon name (tbuser or tbservice) is in use.
First, make sure no users are actually logged in to Sage using the logons TBUSER or TBSERVICE, which should only ever be used by Tradebox and not by an actual user. If you're still getting the message, click here for steps to resolve the problem.
If you've ruled out the above causes, then Tradebox should definitely at least attempt to post orders to Sage. Unsuccessful postings that aren't caused by status, lack of accounts link or Query will always result in a line in the issues log; to view these go to Logs > Issues and check the Synchronisation Issues window at the bottom of the screen. It's not unusual for that log to show a lot of lines each day, many of which are informative rather than indicating a problem. You can use the Find button to search the log for the word 'Sage' to find Sage-specific issues; or if you know the time at which a Sage posting was attempted (whenever you clicked the button if you're set to manual; check the Process tab of the logs if you're set to automatic to see when Sage posting was attempted), check that timestamp within the issues log.
If you're still having problems getting orders to post to Sage after reading this guide, please contact Tradebox Support.