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MYOB SYNC FOR SHOPIFY / PRACTICAL GUIDE

MYOB Sync Troubleshooting: Stock, Orders and Payments

Start with the failed record and its sync log. Check product matching for stock or item errors, the exported sales document for payment errors, and MYOB itself before retrying a timeout. The error text identifies which prerequisite to investigate.

By the MySync team · Updated

MYOB Sync features, compatibility & plans ↗

Work through the failure in order

  1. Identify the flow. Is the issue inventory, an order or invoice, a customer, a payment or a return? Record its SKU or Shopify order reference and the run time.
  2. Check whether the record was eligible. Review enabled flows, order-status filters and the schedule. A record excluded by a filter may not be a failed export.
  3. Check the prerequisite. Item-based sales need matched MYOB items. Individual customer mapping needs an available customer. Payments need the corresponding sales document.
  4. Read the actual error. Use the table below to choose the relevant check, rather than changing several unrelated settings.
  5. Verify before retrying. If a request timed out, look for an existing record in MYOB. Avoid creating a duplicate while investigating an uncertain result.

Common starting points

For incorrect stock, check the SKU, quantity source and location mapping. For missing payments, check the sales-document export and customer mapping. For connection or initial import problems, follow the setup guide.

Read sync logs and resolve common errors

The Logs page shows processes that could not complete. Start with the earliest failing record: a missing customer or item can stop a sale, which in turn can stop its payment.

Common Shopify and MYOB sync issues
Log or symptom What to check
No Product UID / product not found Check that the Shopify SKU exactly matches the MYOB item number, including case. Confirm the item exists and rerun Sync Products to refresh the match.
No customer UID Check whether the log says the customer is queued for the next run. If not, look for failed customer exports, confirm the customer exists and rerun the initial customer sync.
Payment details blank / missing invoice UID Check that the associated order or invoice exists in MYOB. Resolve its export error before retrying the payment.
Payment customer does not match MYOB requires the payment and sale to use the same customer. Check whether the customer was changed on the MYOB document.
ItemSoldRequired Check that the MYOB item is marked as sold and has the required account settings.
Account required / freight account error Check the selected payment account, item accounts and freight tax configuration, depending on the failing record.
InsufficientItemQuantity Review actual stock and inventory records in MYOB for the affected item and location before retrying the sale.
Timeout or duplicate sale warning Check MYOB for an existing record before retrying. A timeout can occur even when MYOB has created the record. Contact support if the result is uncertain.

For more examples, read the MYOB Sync log reference and MYOB common errors guide. Some examples in the wider error guide concern other integrations; use the instructions relevant to your Shopify setup.

Need help? Email support@mysync.io with your store domain, the affected order or SKU, the time of the sync and the exact error message.

What to send support

  • Include the app name, store domain and relevant Shopify order reference or SKU.
  • Include the time of the run and the exact error text from the log.
  • Describe the expected result and what exists in MYOB and Shopify now.
  • Mention recent changes to customers, SKUs, locations, accounts or filters.
  • Do not send passwords or access tokens; redact unrelated customer information from screenshots.

Based on the published MYOB Sync Shopify instructions and Shopify app listing. Screens and available settings can change. For Neto, use the separate Neto integration guide.

CONTINUE YOUR SETUP

Related MYOB Sync guides

How to Connect Shopify to MYOBSet up MYOB Sync for Shopify: prepare SKUs, authorise MYOB, import existing records, configure tax codes and check your first sync.Sync MYOB Inventory to ShopifyConfigure MYOB stock syncing to Shopify, match variant SKUs, choose quantity fields and map inventory locations with MYOB Sync.Sync Shopify Orders, Invoices and Payments to MYOBChoose Shopify order filters, MYOB invoices, customer mapping and payment accounts. Understand payment prerequisites and return handling in MYOB Sync.

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