The 4 most common reasons orders in Tradebox are not posted to Sage 50 are:
- TBSERVICE or TBUSER already logged into Sage 50.
- Tradebox is not currently connected to a Sage 50 Company
- The order in Tradebox has an Order Status of Query.
- The Tradebox Service is not running
The following checklist is an easy way to run through the most obvious reasons why orders in Tradebox, are not posting to Sage; https://www.surveymonkey.co.uk/r/9B37KWH
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.
To post an order to Sage 50 an accounts link needs to be set up. If you've upgraded Tradebox or Upgraded the Sage 50 program or the Sage 50 data, please check that the accounts link has not become disconnected. To check Tradebox can communicate with Sage:
- Go to Channels List 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 50, 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.
- If you have upgraded Sage 50, check that you are using the latest version of Tradebox to ensure compatibility with Sage 50.
Orders in Tradebox with an order status of Query are never valid for posting to accounts until the query reason is resolved. In most cases this requires action from the user to resolve the 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
If the Tradebox Service is not running, no orders will be downloaded or posted to Sage 50. Click on Logs in the top right hand corner and check the timestamp of the last line in the log. If you have had no new log lines within the last 20 minutes or the log appears completely blank, the Tradebox data service is likely to have stalled, which will prevent any automated tasks such as order download or stock upload from taking place. For steps on restarting the service, click here. If the problem persists, please click here for further information.
Users have to select the order statuses that are allowed to be posted to Sage. This allows users, for example, to allow Paid orders to be sent to Sage whilst preventing Unpaid orders from being posted.
Go to the Sales Channel List and double click on the Sales Channel the orders are not posting to Sage from. Go to the STATUSES tab and look in the lower half of the screen entitled, "ORDER STATUSES TO ACCOUNTS". This displays which order statuses have been permitted to be posted to Sage. If the order status you wish to send to Sage is missing a tick in the POST TO ACCOUNTS column, simply double click on the entry and check the box entitled, "Post Orders with this Status to Accounts". Click OK. Then click Save.
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.
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.
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.
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.
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.