Xero integration error: Export to Xero failed (archived contact exists in Xero)

Overview

Orders from Arlo may fail to export to Xero at times. Arlo will provide you with an error message explaining why the order has not been exported.

If you see the following error, this is because the billing contact or organisation on the order is linked to an archived or merged record in Xero. 

Important: This is not an error caused by Arlo or one that we can resolve. It is due to user changes in Xero, and can only be resolved in Xero. 

The following instructions explain how to resolve this error. 

In Arlo

• Open the Orders menu.
  
• Select Orders Requiring Attention.
  
• Open the order causing this error.
  
• Copy (CTRL + C) and Paste (CTRL + V) the Xero ID from the error message (displayed at the top of the page), for example:
  
• Keep the order open as you will need it later.

In Xero

Go directly to the contact causing the issue in Arlo by adding the Xero ID to the contact view URL.

• Copy https://go.xero.com/Contacts/View/ in to your browser URL bar and then copy and paste the the Xero ID after the / so that the URL looks like this: https://go.xero.com/Contacts/View/ca033e28-b390-41d2-87f5-a3a464b79426 (for example)

You will know if a record has been merged by reading the contact notes in Xero:

• In the open contact in Xero, check the Activity log for "Merged" or "Archived".
  • If there is an Archived activity, the contact has only been archived without merging.
    • Press Restore.
      

• • If there is a Merged activity, the contact is archived because of a merge.
    • Merge the same records in Arlo as well.
      Hint: The record that you have kept in Xero should become the master record in Arlo e.g:
      
      

In Arlo

• In the order requiring attention, Dismiss the error message to export the order to Xero.