Common Netsuite Errors

What do I do if I have an invoice in Zr Ware where at least one of the items is referencing a Netsuite item that is categorized as the "Undefined" chart of account?

• Go to Admin > Products & Services in Zr Ware
• Duplicate the problem item; ensure the organization category is set; save
  • On next sync, this will create a new usable item in Netsuite
• Find/Edit the problem invoice in Zr Ware
• Add new line items to the invoice in Zr Ware that are linked to the new Netsuite Item with equivalent quantities and price
• Add new line items to the invoice using the old version of the item that negate/zero out the original items
• Sync the invoice over to Netsuite
  • The net effect is the G/L accounts should be using the correct values, the line items pointed to the Undefined account should be $0
• Finally, from Admin > Products & Services, deactivate the problem item so it's not applied on future invoices.

Netsuite's Error: The G/L impact of a transaction in a closed period cannot be changed.

Netsuite's Error: You cannot make changes to this period. You need the Allow Non-G/L Changes permission and must set the Allow Non-G/L Changes preference in the period record.

Details: Error saving Netsuite record for invoiceNumber=xxxx, clientId=yyyy and NS_ID=zzzz

This error happens when an accounting period is closed for the previous period in Netsuite but a change is made to that invoice in Zr Ware after the accounting period was closed. In this case, the only solution is to manually journal entry the changes to the invoice into Netsuite as a "new" invoice and to delete this error from Zr Ware at this time. It's recommended to create a new invoice with the same invoice number, but append some identifier to the end of the invoice number such as the letter B. For example, if the original invoice number was PHX100123, then this new invoice with the required updates that occurred after the accounting period was closed would be entered in as PHX100123B and the date is in the "current" accounting period on this new invoice.

An automated way to handle this with these closed accounting periods is still being evaluated.

Netsuite's Error: Please choose an item to add

Netsuite's Error: Invalid price reference key -1 for item <NULL> 

These two errors happen if at the time the Netsuite sync runs, there is an inactive item on the invoice that has NOT previously been created in Netsuite. 

The solution is to go to Admin > Products & Services, edit the inactive item, ensure there is an Organization Product Category and "Save and Update Accounting". Unlike the Quickbooks Online integration, you do NOT need to activate the service, and then deactivate it. You can leave the item inactive and simply create the item in Netsuite by clicking "Save and Update Accounting".

Netsuite's Error: That record does not exist.

Netsuite's Error: Error saving Netsuite record for invoiceNumber=xxx, clientId=yyy and NS_ID=-1

This error can happen when someone adds a new line item such as a tip on a pre Netsuite cutover invoice and the invoice is "dirty" and wants to go over to Netsuite, but it had manually been flagged with a -1 id so that it doesn't actually get created in netsuite.

In this case, just note the invoice number, note what happened on the invoice, make any necessary journal entries manually, and clear out the error from the sync view by clicking on the trash icon.

If the error is post Netsuite, reopen the invoice and close it again to see if that fixes it.

Netsuite's Error: org.xml.sax.SAXParseException; lineNumber: 70; columnNumber: 137; Character reference "&#xD83E" is an invalid XML character.

This error happens when someone adds an emoji to an invoice line item description. You can remove the emoji from Client History > Actions > Edit Invoice > Select the item with an emoji in the description and remove the emoji.

Netsuite's Error: Please enter a value for customer Details: Error saving Netsuite record for paymentId=xxx, invoiceNumber=yyy, clientId=zzz and NS_ID=null

This error occurs when a payment is received for an invoice whose appointment/service date is BEFORE the date a location started pushing data to Netsuite. For example, we receive a payment on November 1, 2023 for an invoice whose appointment/service date was on October 20, 2023.  It happens because the system attempts to create a payment in Netsuite and apply the payment to an invoice that was not created in Netsuite. The invoice was not created in Netsuite because the appointment/service date is before the cut over.

To solve this problem, note the invoice, the appointment/service date, journal entry in the payment in the previous accounting software (e.g. Quickbooks Online) and then a support member can remove this error from the view.

~~~2nd Scenario Solution~~~
If the first scenario doesn't apply and the appointment date is after a cutover, try to re-sync. If it still occurs, reach out to engineering. This can be caused by a manual sync in Zr Ware during business hours and a job is closed during the sync. 


 

Netsuite's Error: Please enter a value for entity. Details: Error saving Netsuite record for paymentId=xxx, invoiceNumber=yyy, clientId=zzz and NS_ID=null

This error can happen if a refund/payment is added to an invoice whose appointment date is BEFORE the date that the system started pushing to Netsuite; therefore, there is no invoice in Netsuite to which to apply this payment.

In this case, the recommended solution is to have a support member remove this error from the queue and this payment be manually entered into the previous accounting software.

Netsuite's Error: Please enter value(s) for: First Name Details: Error saving Netsuite record for clientId=xxx, and NS_ID=null

This error happens when the Primary contact for the specified "clientId" does not have a first name. You can fix this error by navigating to that client record by going to /app/#!/clients/[clientId] with that id and ensuring there is a first and last name on the primary contact.

Netsuite's Error: Unable to find a matching line for sublist apply with key: [doc,line] and value: [xxx,null]

Error saving Netsuite record for paymentId=xxx, invoiceNumber=yyy, clientId=zzz and NS_ID=null

 

~~~Root Cause~~~

One way this error can occur is if someone adds a payment into Netsuite directly AND applied that payment to invoice yyy. After that the same payment is added into Zr Ware. When Zr Ware attempts to push the payment into Netsuite it tries to add the payment to the customer and apply this new payment to the invoice, but Netsuite returns an error because the invoice has already been paid in full and cannot apply this payment to the associated document/invoice.

~~~Solution~~~
Completed by: End User/Support Agent with Netsuite access

Evaluate the payment amount/type in Netsuite and compare to Zr Ware. If the amounts and payment method match, go ahead and just delete the error from the Zr Ware > Admin > Netsuite > Netsuite Sync view.

If the amounts do not match at that point a determination needs to be made by accounting of which payment is accurate.

~~~2nd Root Cause~~~
Another way this error could happen is a payment is applied to an invoice that never existed in Netsuite to begin with. For example, a payment was applied to a booking that was made before the QuickBooks to Netsuite cutover. 

If you are applying a payment to an old invoice, please contact support who can help ensure this payment goes over to Netsuite. Engineering will set a flag on the invoice such that it will allow this payment to go over.

(Note for Engineering - Set invoice.QB_ID to -1)

Cut-over dates:
SoCal - June 26th 2024

 

~~~3rd Root Cause~~~
Another way this error could happen is after a payment exists, a payment is deleted in Zr Ware only, not Netsuite, and then a payment is re-added. This would be uncommon.

~~~4th Root Cause~~~

Sometimes the ZR Ware invoice points to an internal NS ID that doesn't exist, but there is an invoice in NS with the same invoice number as Zr Ware. Engineering needed to point the ZR ware invoice to the NS invoice and then re-sync so that the payment could apply to the invoice.

Netsuite's Error: Transaction subsidiary Zerorez, Inc. is not valid for item [Tax Code Name]. Please choose a different item.

This error can happen if the Netsuite Tax Code has a subsidiary selected but the "Include Children" is NOT selected. 

What is happening is the system is trying to create a Netsuite Invoice for Subsidiary Y which is a child of X, but is using a tax code that does not include Subsidary Y.

Netsuite's Error: The subsidiary restrictions on this record are incompatible with those defined for department: [Department Name]. Subsidiary access on this record must be a subset of those permitted by the department.

This error can happen if the Netsuite Department has a subsidiary selected but the "Include Children" is NOT selected. 

What is happening is the system is trying to create an Netsuite Invoice with a line item that belongs to Subsidiary Y which is a child of X, but is referencing a department that does not include Subsidary Y.

Netsuite's Error: Applying an amount caused the applicable amount to be exceeded. Exceeding the applicable amount may occur when a transaction application collides with another transaction application. The transaction has been reverted. Modify the amounts as needed, and resubmit the transaction to process it.Error saving Netsuite record for paymentId=4308163, invoiceNumber=624504, clientId=3350132 and NS_ID=null

The way Zr Ware calculates the total tax amount is summing up all taxable revenue, including promo code discounts, multiplies it by the tax rate of the service address, and after all the line items are added together, it rounds the tax amount to 2 decimal places. When Zr Ware creates an invoice in Netsuite, Zr Ware gives Netsuite the invoice tax rate and Netsuite proceeds to calculate the tax amount using all the line item prices precise to 2 decimal places. Therefore, sometimes an invoice total may appear to be once cent less in Netsuite than it is in Zr Ware because the total tax amount was calculated slightly differently.

The solution to this problem today is to reach out to support who can help the Zr Ware and Netsuite invoice tax amount match. Then, without reopening the invoice, add a non taxable accounting adjustment line item to the Zr Ware invoice so the original invoice amount didn't change. Finally, resync the invoice over to Netsuite and the invoice and payment should all be there.

What do I do if an invoice is missing from Netsuite but exists in ZR Ware?
In most cases, reopen the invoice, close it, let it sync.