Error: Sales Receipt can not be synchronized without Product or Service.
Error: Invoice can not be synchronized without Product or Service.
Error: Refund Receipt can not be synchronized without Product or Service.
What It Means
Synder did not manage to create/find a product or service in your accounting company, which leads to inability to create a transaction with this product/service.
Possible Reasons
- The connection with QuickBooks/Xero was interrupted, which is why Synder was not able to find the needed Product/Service name.
- Special characters are used in the name of the product or service (.,-&:’ etc.). QuickBooks doesn’t allow apps to search by those characters, which leads to an inability to “see” or create the product/service needed. As a result, Synder is unable to record a transaction with this product. It happens due to QuickBooks API limitation (for apps), manually you can create a name with any special character.
How To Fix It
Reason A. The connection with QuickBooks/Xero was interrupted.
1. Disconnect your QuickBooks/Xero company and connect it back again.
2. Go back to the Platform transactions tab, select the failed transaction and click Actions → Sync to sync it again.
Reason B. Special characters used in the name of the Product or Service
1. Edit the product name in your QuickBooks/Xero (erase special characters).
2. For transactions that have already failed, you can set up product mapping by going to Settings on the left menu of the page and selecting the needed integration at the top OR Hit the Person icon in the top right top corner, go to the My Account tab, and click the Sync Settings button under the required integration.
3. In the Products/Services tab, find the Product mapping section, paste the initial name with a special character to the right side, and select the name corrected at step 1 (without special symbols) to the left side. From now on, Synder will replace the name with a special character with an edited name that will go through with no issues.
Important note: the product mapping feature is currently available on Scale and Large plans only.
4. Update the settings located at the bottom of the page.
Product Search Priority
Now, Synder allows you to control how it searches for existing products in your accounting software. You can customize the search process to better match your product structure and avoid sync failures due to products not being found optimally.
How to Access Product Search Settings
- Go to Settings on the left menu and select your integration
- Navigate to the Products/Services tab
- Look for “Configure product search priority” link
- Click the link to open the search configuration overlay
What You Can Control
Search Priority: Change the order in which Synder searches for products. Higher priority searches run first.
Enable/Disable Searches: Turn specific search methods on or off based on your needs.
Available Search Methods:
- For QuickBooks Online: Synder can search for products by comparing names, SKUs, and full product names between your sales platform and QuickBooks. You can choose which methods to use and in what order. The product name comparison is always required and can’t be turned off.
- For Xero: Synder can search by comparing product names and codes (SKUs) between your sales platform and Xero. Both name-based searches are required and can’t be disabled, but you can control the SKU-based searches.
- For QuickBooks Desktop: All search methods are required and can’t be turned off, but you can change the order in which they run. This ensures compatibility with QuickBooks Desktop’s structure.
When Search Configuration Helps
This feature is particularly useful when:
- You have many products and want to prioritize specific matching methods
- You prefer to match products only by Name and not by SKU, or vice versa
- You need to prevent duplicate products from being created because there might not be a match for a name but there is a match for SKU
If you continue to experience issues after trying these solutions, the problem might be more complex. Consider:
- Reviewing your product data structure in both your sales platform and accounting software
- Checking if there are any hidden characters or formatting issues
- Contacting support for assistance with custom product mapping rules
That’s it! Now you know how to resolve transactions that have failed due to this error and how to optimize your product search configuration for better matching.
That’s it! Now you know how to resolve transactions that have failed due to this error and how to optimize your product search configuration for better matching.
Reach out to the Synder Team via online support chat or email with any questions you have – we’re always happy to help you!
