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. The following article outlines some common errors and how you can resolve them.
You can see which orders which have failed to export and require attention on the Requires attention order list.
Xero often makes updates to their API which allows systems to exchange information and updates. They try to make updates in a way that will not disturb the connection, but sometimes the updates are not backwards compatible, meaning the integration will disconnect.
If your Xero integration disconnects, a Xero Integration Error email will be sent to the specified email address in your Xero integration settings in Arlo.
This error occurs when you are accepting credit card payments, but have not configured a Credit card payment account in your Xero integration settings.
To remedy existing orders (and prevent future orders from showing the error):
- Open the Settings menu item.
- From the Integrations section, select Xero.
- In the Payment accounts and settings, add a Credit card payments account. If you are using Stripe, you should also ensure you have filled in the Credit card fees and Credit card fee contact settings as Arlo can send Stripe transactions fees to a separate expense account to help with reconciling your Stripe transactions.
This error occurs when the account code on the event at the time the order was created does not exist in your Xero GL accounts.
When you edit the account code on the event, this will mean that any future orders for this event will have the correct account code and will not produce this error on the order.
To remedy existing orders (and prevent future orders from showing the error):
- Set up your default account codes.
- Update all of your events in Arlo with the correct account code that matches your GL accounts in Xero.
- Open the Orders menu item.
- Select Requires attention.
- Open the order(s) with the Account code does not exist error and click Re-validate the account codes. This will trigger the orders to export to Xero.
Xero does not allow Arlo to import orders for a contact who has been archived (or merged) in Xero.
This is not an error caused by Arlo nor is it one that we can resolve. It is due to user changes in Xero, and can only be resolved in Xero.
To remedy existing orders with this issue:
- Open the Orders menu item.
- Select Requires attention.
- Open the order with this error.
- Copy (CTRL + C) and Paste (CTRL + V) the Xero Contact ID from the error message. Don't include any of the quotation characters.
- Log in to Xero and open the contact that must be restored. Learn how to restore an archived contact in Xero.
To quickly find the related contact in Xero, copy https://go.xero.com/Contacts/View/ into your browser, paste the Xero Contact ID from the above step to the end of it, so the URL looks similar to this: https://go.xero.com/Contacts/View/ca033e28-b390-41d2-87f5-a3a464b79426
- Press Restore.
- In Arlo, open the order and click Dismiss. This will trigger the order to export to Xero.
In order to prevent duplicate records being created in your accounting system, Arlo may mark website orders as Requires attention where an order is billed to an organisation or contact that does not currently exist in Xero.
If you don't want this setting to be enabled, you can turn it off so that you don't receive any No matching contact errors.
- Open the Orders menu item.
- Select Requires attention.
- Open the order with this error.
- You can either dismiss the message and continue, or you can merge the record in Arlo if it's incorrect, and then dismiss it.
If an order is created and the details of the billing contact already exist in Xero in a separate record, Xero will prevent a duplicate from being created, so won't accept the order.
There are a number of ways to solve this.
- In Xero, update the existing contact to use another name (recommended).
- In Arlo, adjust the Xero settings to prevent Arlo attempting to update existing contacts when the order is exported.