{"id":14873,"date":"2020-10-14T08:41:55","date_gmt":"2020-10-14T08:41:55","guid":{"rendered":"https:\/\/synder.com\/help\/?p=14873"},"modified":"2026-03-30T19:53:44","modified_gmt":"2026-03-30T19:53:44","slug":"transaction-can-not-be-synchronized-without-customer","status":"publish","type":"post","link":"https:\/\/synder.com\/help\/transaction-can-not-be-synchronized-without-customer\/","title":{"rendered":"Transaction Can Not Be Synchronized Without Customer"},"content":{"rendered":"\n

Error: <\/strong>Sales Receipt can not be synchronized without Customer.
Error:<\/strong> Invoice can not be synchronized without Customer.
Error:<\/strong> Payment can not be synchronized without Customer.<\/p>\n\n\n\n

What It Means<\/h2>\n\n\n\n

Synder did not manage to create\/find a customer name needed in your accounting company, which is why the transaction for this customer cannot be created.<\/p>\n\n\n\n

Possible Reasons<\/h2>\n\n\n\n
  1. The connection with QuickBooks\/Xero was interrupted, which is why Synder was not able to find the needed customer name.<\/li>
  2. Special characters used in the customer\u2019s name (.,-&:\u2019 etc.). QuickBooks doesn\u2019t allow Synder to search by those characters, which leads to inability to \u201csee\u201d or create customer needed. As a result, Synder is unable to record a transaction for this customer. It happens due to QuickBooks API limitations (for apps), manually you can create a name with any special character.<\/li><\/ol>\n\n\n\n

    How To Fix It<\/h2>\n\n\n\n

    Reason A. The connection with QuickBooks\/Xero was interrupted.<\/h3>\n\n\n\n

    1. Disconnect your QuickBooks\/Xero company and connect it back again.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    2. Go back to the Platform transactions<\/em> tab, select the failed transaction, click Actions <\/strong>and hit Sync <\/strong>to sync it again.<\/p>\n\n\n\n

    Reason B. Special characters used in the customer\u2019s name<\/h3>\n\n\n\n

    1. Open the customer specified in the transaction on your payment processor and change the customer’s name to remove any special characters. This will allow Synder to synchronize all further transactions for this customer.
    2. For transactions that have already failed, you can select a Generic Customer <\/strong>by going to Settings<\/strong><\/em> on the left menu of the page and selecting the needed integration at the top OR Hit the Person <\/em>icon in the top right top corner, go to the My Account<\/em> tab, and click the Sync Settings <\/em>button under the required integration.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    3. Go to the Sales <\/em>tab \u2192 Apply generic customer<\/em><\/strong> \u2192 ON \u2192 select the customer you want (make sure it doesn\u2019t have any special characters).
    4. Click Update <\/strong>to save your settings.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    5. Select the failed transaction and click Actions <\/strong>\u2192 Sync<\/strong>.
    6. Disable the Generic customer<\/strong><\/em> in Settings to allow Synder to transfer over individual customer names. If it remains enabled, each sales transaction will be synchronized with the Generic Customer.<\/p>\n\n\n\n

    Reach out to the Synder Team<\/em><\/a> via online support chat, phone, or email with any questions you have \u2013 we\u2019re always happy to help you!<\/p>\n\n\n\n

    Learn Why Is Shipping Recorded as a Line Item?<\/a><\/em><\/p>\n\n\n\n