Query Orders - Product Record Could Not Be Found in Xero

One reason that orders may end up with a status of query is if the marketplace and Tradebox SKU does not find a match in Xero. 

This problem will present the below message inside the order itself:

You'll also see these alerts appear in the Tradebox Issues Log, both in Order Issues and Synchronisation Issues:

The resolution for this will depend on what you've selected as your Stock Control method in Tradebox. To check this, go to Configuration and select Stock Control. 

If you're using Accounts Software Stock Control:

1. If the product does not exist in Xero already, you should create it using the exact SKU reported on the query message. In the example above, I'd need to create a product in Xero and use the product code TSL-BLACK. Tradebox will then automatically post the order across to Sage on the next posting attempt.

2. If the product does exist in Xero, but it has a different code, then an incorrect mapping has been created. To resolve this, click on the Product Mapping Issues button from within the Issues log, or go to Products and then select Mappings. 

Choose the channel that the query order came through, and then make sure that you're viewing All Mappings. Use the Search box in the top right to search for the affected product.

In this example the SKU from my website, TSL-Black has been mapped to a product called PM-BR. This doesn't exist in Xero so Tradebox can't find it. To change this mapping, all I need to do is double click it and change both the Tradebox SKU and the Accounts Product so they reflect the correct code from Xero, and then hit Save. 

Tradebox now knows that it should be looking for the matching TSL - Black code in Tradebox and Xero, and the order will go through on the next posting. 

If, when you're looking at the mappings, you see any duplicate records for the same marketplace SKU, these should be deleted as duplicates can also cause this query to occur. 

If you're using Tradebox Stock Control:

1. If the product does not exist in Xero already, it will need to be created. We recommend that you use the exact same SKU as appears in the query message, as keeping all your SKUs the same across the board is generally best practice. If you create it with the exact same SKU as Tradebox is already looking for, then the order will automatically post on the next attempt. If you create the product in Xero, but with a different SKU, you'll also need to follow the next step.

2. If the product already exists in Xero, but with a different stock code, you'll need to amend the mapping in Tradebox. You can do this by either clicking on the Product Mapping Issues button from within the Issues log, or going to Products and then selecting Mappings. 

Choose the channel that the query order came through, and then make sure that you're viewing All Mappings. Use the Search box in the top right to search for the affected product. You'll see here a complete mapping for the affected product, and it will have the wrong Xero stock code showing in the Accounts SKU column.

To edit that, double click on the mapping. 

When using Tradebox stock control, the Tradebox SKU and Accounts Product don't need to be an exact match. If the Tradebox SKU is also incorrect, you can amend that here by selecting the correct SKU from the drop down list. If the Tradebox SKU doesn't need changing, you can just amend the Accounts Product.

Once you've made your changes, click on Save, and then the order will be posted through to Xero on the next posting attempt. 

Note: If you're using the option to manually post to Xero, orders that have this issue will not automatically come out of query status, you will need to click the Post to Xero button in the Orders screen to resolve the issue and post the order to Xero.