*Note: QuickBooks Online integration is not available for Canada based businesses at this time. Accounting Link integration is available, but will only connect with QuickBooks Desktop (Canada), not with QuickBooks Online.
QBO Possible Connections Issues/ FAQs
QBO isn’t syncing any information. None.
- Check connection in Shop Manager under Shop Settings ⟶ Accounting ⟶ Quickbooks Online & in QBO
- Disconnect and reconnect QBO in Shop Manager
QBO isn’t syncing some customers
- Check that all details (name, email, phone, etc) match exactly.
- In QBO, if the phone number or email address are different, etc. there will be a mis-match and the data won’t sync. For example, customer John Smith already exists in Shop Manager and QBO. Mr. Smith comes in and is accidentally written up as Jon Smith in a new Shop Manager ticket. The shop would need to merge the two in Shop Manager then merge the two in QBO. The data would go to the updated/merged account if done correctly.
- Check that customer is not also a Vendor.
- Vendors can not exist as a Customer too
- Edit customer details in Shop Manager & QBO
- Open & reclose invoice with same payment date.
- Log RO URL, TID/SID & time invoice was closed.
QBO isn’t syncing some invoices
- Open & re-close invoice with same payment date.
Taxes aren’t being properly accounted for
- Check your settings in QBO
Payments are sometimes marked as a credit to the customer’s account.
- Check the Time Zone setting in QBO.
- The settings in QBO must align with Shop Manager or QBO may not link the payment correctly. It can post before the invoice and show up as a credit income.
Duplicate invoices appear in QBO
- If the payment is already sitting on the customer account, simply delete or void the other payments from the Customer record.
- Go through each one on your list. Then to cross check your work.
- Click ‘Make Bank Deposit’ and make sure there are no Other payments listed in the window that are these placeholder transactions.
Merchant batches aren’t syncing over
- A merchant batch can sit for 3 days after the payment
Shop is seeing credits applied to invoices incorrectly
- In Company Settings, if this feature is turned on, any incoming credits will be automatically applied to the oldest invoice outstanding. If there are no credits on account, QBO looks to be helping the user with visibility into that by generating this messy entry. To turn off this feature just toggle this button to off.
I updated customers in QBO. Will they automatically update in Shop Manager?
- No. If changes are made to the customer object in Shop Manager they should update in QBO on the next sync, but not the other way around.
- The shop would need to merge the two in Shop Manager then merge the two in QBO. The data would go to the updated/merged account if done correctly.
How Do Payments Sync with QuickBooks Online?
- The default settings for payments is that they are deposited to “Undeposited Funds” in the your QBO account.
What Happens When a Payment Is Made in Shop Manager?
- A payment will reach QBO immediately after it is posted to a Repair Order in Shop Manager (usually in seconds).
- *Note: Some shop management systems will not permit you to post a payment to a Repair Order unless it’s closed. In Shop Manager, a payment can be applied at any state of the Repair Order, whether it’s a prepayment on an estimate, a progress payment on a Work Order, or a conventional payment tied to an invoice.
- If a payment is collected before an invoice is created, the payment will show up as a "Customer Credit" in QBO. This is because the payment does not have a corresponding invoice in QBO to tie it to. Once the invoice has been created in QBO, you can take that customer credit and apply it to the invoice as a payment.
How Does the Shop Manager Invoice Make it to QBO?
- When you select “Close Job” to any Work Order in Shop Manager, the Work Order is converted into an invoice automatically. It’s at that moment that the invoice is synced with QBO. The invoice will contain customer information (name and email), an invoice number, plus the date and time the invoice was closed.
If an Invoice is “Paid” in Shop Manager, but a “Balance Due” in QBO
- If a payment is posted on a Repair Order while it’s still a Work Order or Estimate, when the Work Order is converted to an invoice, it may show up as “Paid” in Shop Manager, but a “Balance Due” in QBO.
- This is a result of accepting payment in Shop Manager before an invoice was created in QBO. For example, if you collected payment while the Repair Order was still being processed or before an invoice was closed, that payment will have been converted into a "Customer Credit" in QBO.
- To reconcile the “Balance Due” in QBO, you will have to manually apply the "Customer Credit" to the invoice as a payment. Please consult your QBO advisor for help with this area.
Accounting Link Possible Connections Issues/ FAQs
Accounting Link is software produced by The Back Office, independent of Shop Manager. Please contact them directly for any support needs.
- Changes are locked in AL in a single sync. If the ticket is updated after the car is picked up closed they have to manually edit to match Shop Manager - not seamless but matches invoice from a vendor, like Napa, and PO from Shop Manager.
- Changes made to customers and vendors need to be merged so that the old spelling and the correct spelling both route.