⚠️ Why do orders fail?
When an order fails to reach your QuickBooks system, it's usually due to one of the following reasons:
A product is missing or has no price in QuickBooks
A customer record is incorrect, inactive, or missing an email address
The QuickBooks Desktop connector is not running
Find your specific issue below and follow the steps to resolve it.
1. Custom or Unrecognised Products
Applies to: QuickBooks Online · QuickBooks Desktop
Your order may fail if it contains a product that Choco and QuickBooks cannot match automatically (for example, a custom or one-off item).
What to do: If this order keeps failing, please contact your Choco account manager or reach out to Choco support so we can help resolve the product matching on our end.
2. Product Has No Price in QuickBooks
Applies to: QuickBooks Online · QuickBooks Desktop
If a product exists in your QuickBooks catalog but has no price set, the order will fail.
What to do:
Check whether the product has a price listed in your QuickBooks catalog.
If it does not, you will need to add a price directly in QuickBooks.
Follow the guide: "QuickBooks Online – Step-by-step to add product pricing" (attached below).
Once the price is added, future orders for this product should transmit automatically.
3. Product Missing in QuickBooks Online
Applies to: QuickBooks Online
An order will fail if the product ordered through Choco does not exist at all in your QuickBooks Online product list.
What to do:
You will need to add the missing product to your QuickBooks Online catalog.
Follow the guide: "QuickBooks Online – Step-by-step to add a product" (attached below).
Once added, Choco will be able to match and transmit the order correctly.
4. Customer Record Issue (Wrong, Deleted, or Inactive Customer)
Applies to: QuickBooks Online · QuickBooks Desktop
If the customer linked to an order in QuickBooks has been deleted, made inactive, or has an incorrect reference number, the order will fail.
💡 Note: Customer numbers in QuickBooks Online are always numeric. In QuickBooks Desktop, they can be numeric or alphanumeric.
What to do:
Check that the customer is active and correctly set up in QuickBooks.
Make sure the customer number in Choco matches exactly what is in QuickBooks.
Follow the guide: "QuickBooks Online – Step-by-step to find your Customer Number" (attached below).
5. Customer Has No Email Address in QuickBooks
Applies to: QuickBooks Desktop
If a customer is set up to receive emailed invoices but has no valid email address in QuickBooks, the order will fail.
What to do:
Open QuickBooks Desktop and go to the customer record.
Add a valid email address for the customer.
Follow the guide: "QuickBooks Desktop – Step-by-step to add a customer email" (attached below).
6. Order Export Failed — Connector Not Running
Applies to: QuickBooks Desktop
QuickBooks Desktop requires a connector (a small application) to be installed and running on your computer at all times to receive orders from Choco. If this connector is not active, orders cannot be exported.
What to do:
Check that the Choco QuickBooks Desktop connector is installed on your computer.
Make sure it is running in the background — it must stay open to receive orders.
If you see an error in the connector, or if you're unsure whether it's running correctly, please contact Choco support and we'll help you get it back up.
⚠️ The connector must be running at all times during business hours to ensure orders are received without interruption.
📎 Downloadable Guides
The step-by-step guides mentioned in this article are attached below. Download the one that matches your issue.