{"title":"NetSuite reconciliation bundle troubleshooting","category":"default","creationDate":1683116460,"content":"<p>If you are experiencing a problem with your NetSuite reconciliation bundle integration, there are several ways how you can troubleshoot the issue yourself. Follow the troubleshooting steps below and contact us if your issue persists.<\/p>\n<h2>Step 1: Check your bundle setup<\/h2>\n<p>Make sure that you <a href=\"\/pt\/plugins\/netsuite\/reconciliation-bundle\">set up the bundle correctly<\/a>.<\/p>\n<h2 id=\"common-errors\">Step 2: Check common error statuses<\/h2>\n<p>Check if your <a href=\"\/pt\/reporting\/settlement-reconciliation\/transaction-level\/settlement-details-report\">Settlement Detail Report<\/a> (SDR) includes one of the following <a href=\"#common-errors\">common error statuses<\/a> and follow the steps to resolve it.<\/p>\n<ul>\n<li><a href=\"#exceptions-need-resolving\">Exceptions Need Resolving<\/a><\/li>\n<li><a href=\"#error-creating-deposit\">Error Creating Deposit<\/a><\/li>\n<\/ul>\n<h3 id=\"exceptions-need-resolving\">Exceptions Need Resolving<\/h3>\n<p>If a transaction in the SDR cannot be matched to a transaction in NetSuite, the SDR <strong>Status<\/strong> is set to <strong>Exceptions Need  Resolving<\/strong>. You have to resolve the unmatched transactions before you create deposits:<\/p>\n<ol>\n<li>In the SDR, locate the transactions where the <strong>Match Status<\/strong> value is <strong>Match Not Found<\/strong>. These are the transactions that failed to match.<\/li>\n<li>Check the execution logs of the <code>Adyen - Find SDR Detail Matches<\/code> script to find out why the transaction failed to match:\n<ol>\n<li>In your NetSuite Customer Center, go to <strong>Customization<\/strong> &gt; <strong>Scripting<\/strong> &gt; <strong>Script Execution Logs<\/strong>.<\/li>\n<li>Under <strong>Script<\/strong>, select <code>Adyen - Find SDR Detail Matches<\/code>.<\/li>\n<li>Locate the log entry that matches the SDR Detail line.<\/li>\n<li>Check the search query used for that log entry to find the search filters.<br \/>\nThe search filters show what the script looked for and why it did not find the matching transaction. If the bundle is not searching for the correct payment event types or statuses, you need to edit the search filters the bundle is using.<\/li>\n<\/ol><\/li>\n<li>Go to the <a href=\"\/pt\/plugins\/netsuite\/reconciliation-bundle#new-mapping\">Settlement Type Map you created<\/a>.<\/li>\n<li>Copy the saved search for the transaction status that failed to match in the search bar.<\/li>\n<li>Select <strong>Edit<\/strong>.<\/li>\n<li>Under <strong>Filter<\/strong>, select <strong>Type<\/strong> and add the missing transaction status to <strong>Current Selections<\/strong>.<\/li>\n<li>Select <strong>Done<\/strong> and <strong>Set<\/strong>.<\/li>\n<li>Set a <strong>Search Title<\/strong> for the new saved search filter.<\/li>\n<li>Select <strong>Save as<\/strong>.<\/li>\n<li>Update your Settlement Type Map with the new saved search filter.<\/li>\n<li>Go back to your SDR, and select <strong>Rematch Transactions<\/strong>.<\/li>\n<\/ol>\n<h3 id=\"error-creating-deposit\">Error Creating Deposit<\/h3>\n<p>The following are common reasons why an error occurs when creating deposits:<\/p>\n<ul>\n<li>A matched transaction was already deposited. This error returns the <strong>Transaction not in balance<\/strong> message.<\/li>\n<li>A matched transaction is not in the <strong>Undeposited Funds<\/strong> account.<br \/>\nTo resolve this issue:\n<ol>\n<li>In your NetSuite Customer Center, use the <strong>transaction ID<\/strong> to navigate to the transaction that the error occurs for.<\/li>\n<li>Go to <strong>Accounting<\/strong> &gt; <strong>Account Information<\/strong>, and select <strong>Undeposited Funds<\/strong>.<\/li>\n<\/ol><\/li>\n<li>A matched transaction appears twice in the Bank Deposit record. For example, when a <a href=\"\/pt\/plugins\/netsuite\/payment-processing-in-netsuite\/#cash-sales\">cash sale<\/a> was completed using multiple payment methods. This error will return the <strong>Transaction not in balance<\/strong> message.<br \/>\nTo resolve this issue:\n<ol>\n<li>In your NetSuite Customer Center, go to <strong>Transactions<\/strong> &gt; <strong>Bank<\/strong> &gt; <strong>Make Deposits<\/strong>.<\/li>\n<li>Initialize a <strong>Bank Deposit<\/strong> transaction.<\/li>\n<li>Verify that each matched transaction appears only once in the Bank Deposit record.<\/li>\n<\/ol><\/li>\n<\/ul>\n<div class=\"notices green\">\n<p>You can run scripts manually in the NetSuite Reconciliation bundle for troubleshooting if your Adyen SDRs are already created. <br> To do this, go to <strong>Transactions<\/strong> &gt; <strong>Bank<\/strong> &gt; <strong>Adyen - Bank Deposit Rec - Control Panel<\/strong>.<\/p>\n<\/div>\n<h2>Step 2: Check for customizations<\/h2>\n<p>If you applied any customizations to the plugin, the error might be related to the customization. Before raising an issue, make sure that your error is not a customization issue, and check if it persists on a cleanly installed plugin. If you cannot reproduce the issue with a clean version, it is most likely an issue introduced by the customization.<\/p>\n<h2>Step 3: Check our release notes<\/h2>\n<p>Check if your current error is a known issue in the bundle, and resolved in a later version. You can find the known issues and fixes in our <a href=\"\/pt\/plugins\/release-notes?plugin=netsuite_reconciliation_bundle\">release notes<\/a>.<\/p>\n<h2>Step 4: Contact us<\/h2>\n<p>If you cannot resolve the issue after you have followed the above steps, contact our <a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Support Team<\/a>, and provide the following information:<\/p>\n<ul>\n<li>Your merchant account.<\/li>\n<li>Whether the issue occurs in the test or live environment (Sandbox and Production in NetSuite).<\/li>\n<li>Steps to reproduce the issue you are trying to resolve. If you already tried to fix the issue, include those steps as well.<\/li>\n<li>Screenshots and details of the error messages or unexpected behaviour you are getting.<\/li>\n<li>Logs: initial request, response, and any other plugin-related logs.<\/li>\n<li>Your payment processing settings in NetSuite.<\/li>\n<li>If applicable, a successful or failed test example.<\/li>\n<li>If you previously contacted NetSuite for assistance, the information you received from NetSuite about your issue.<\/li>\n<\/ul>\n<h2>See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"https:\/\/docs.oracle.com\/en\/cloud\/saas\/netsuite\/ns-online-help\/section_N128815.html#NetSuite-Documentation-Overview\"\n                        target=\"_blank\"\n                         class=\"external\">\n                    Netsuite Documentation\n                <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/pt\/plugins\/netsuite\/reconciliation-bundle\/troubleshooting","articleFields":{"description":"Troubleshoot your NetSuite reconciliation bundle integration.","last_edit_on":"10-10-2023 14:00","feedback_component":true,"filters_component":false,"page_id":"c4b88f74-2508-47aa-8ea8-1869d9b3ace6"},"algolia":{"url":"https:\/\/docs.adyen.com\/pt\/plugins\/netsuite\/reconciliation-bundle\/troubleshooting","title":"NetSuite reconciliation bundle troubleshooting","content":"If you are experiencing a problem with your NetSuite reconciliation bundle integration, there are several ways how you can troubleshoot the issue yourself. Follow the troubleshooting steps below and contact us if your issue persists.\nStep 1: Check your bundle setup\nMake sure that you set up the bundle correctly.\nStep 2: Check common error statuses\nCheck if your Settlement Detail Report (SDR) includes one of the following common error statuses and follow the steps to resolve it.\n\nExceptions Need Resolving\nError Creating Deposit\n\nExceptions Need Resolving\nIf a transaction in the SDR cannot be matched to a transaction in NetSuite, the SDR Status is set to Exceptions Need  Resolving. You have to resolve the unmatched transactions before you create deposits:\n\nIn the SDR, locate the transactions where the Match Status value is Match Not Found. These are the transactions that failed to match.\nCheck the execution logs of the Adyen - Find SDR Detail Matches script to find out why the transaction failed to match:\n\nIn your NetSuite Customer Center, go to Customization &gt; Scripting &gt; Script Execution Logs.\nUnder Script, select Adyen - Find SDR Detail Matches.\nLocate the log entry that matches the SDR Detail line.\nCheck the search query used for that log entry to find the search filters.\nThe search filters show what the script looked for and why it did not find the matching transaction. If the bundle is not searching for the correct payment event types or statuses, you need to edit the search filters the bundle is using.\n\nGo to the Settlement Type Map you created.\nCopy the saved search for the transaction status that failed to match in the search bar.\nSelect Edit.\nUnder Filter, select Type and add the missing transaction status to Current Selections.\nSelect Done and Set.\nSet a Search Title for the new saved search filter.\nSelect Save as.\nUpdate your Settlement Type Map with the new saved search filter.\nGo back to your SDR, and select Rematch Transactions.\n\nError Creating Deposit\nThe following are common reasons why an error occurs when creating deposits:\n\nA matched transaction was already deposited. This error returns the Transaction not in balance message.\nA matched transaction is not in the Undeposited Funds account.\nTo resolve this issue:\n\nIn your NetSuite Customer Center, use the transaction ID to navigate to the transaction that the error occurs for.\nGo to Accounting &gt; Account Information, and select Undeposited Funds.\n\nA matched transaction appears twice in the Bank Deposit record. For example, when a cash sale was completed using multiple payment methods. This error will return the Transaction not in balance message.\nTo resolve this issue:\n\nIn your NetSuite Customer Center, go to Transactions &gt; Bank &gt; Make Deposits.\nInitialize a Bank Deposit transaction.\nVerify that each matched transaction appears only once in the Bank Deposit record.\n\n\n\nYou can run scripts manually in the NetSuite Reconciliation bundle for troubleshooting if your Adyen SDRs are already created.  To do this, go to Transactions &gt; Bank &gt; Adyen - Bank Deposit Rec - Control Panel.\n\nStep 2: Check for customizations\nIf you applied any customizations to the plugin, the error might be related to the customization. Before raising an issue, make sure that your error is not a customization issue, and check if it persists on a cleanly installed plugin. If you cannot reproduce the issue with a clean version, it is most likely an issue introduced by the customization.\nStep 3: Check our release notes\nCheck if your current error is a known issue in the bundle, and resolved in a later version. You can find the known issues and fixes in our release notes.\nStep 4: Contact us\nIf you cannot resolve the issue after you have followed the above steps, contact our Support Team, and provide the following information:\n\nYour merchant account.\nWhether the issue occurs in the test or live environment (Sandbox and Production in NetSuite).\nSteps to reproduce the issue you are trying to resolve. If you already tried to fix the issue, include those steps as well.\nScreenshots and details of the error messages or unexpected behaviour you are getting.\nLogs: initial request, response, and any other plugin-related logs.\nYour payment processing settings in NetSuite.\nIf applicable, a successful or failed test example.\nIf you previously contacted NetSuite for assistance, the information you received from NetSuite about your issue.\n\nSee also\n\n\n                    Netsuite Documentation\n                \n","type":"page","locale":"pt","boost":16,"hierarchy":{"lvl0":"Home","lvl1":"Plugins","lvl2":"NetSuite","lvl3":"Adyen NetSuite reconciliation bundle","lvl4":"NetSuite reconciliation bundle troubleshooting"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/pt","lvl1":"https:\/\/docs.adyen.com\/pt\/plugins","lvl2":"https:\/\/docs.adyen.com\/pt\/plugins\/netsuite","lvl3":"https:\/\/docs.adyen.com\/pt\/plugins\/netsuite\/reconciliation-bundle","lvl4":"\/pt\/plugins\/netsuite\/reconciliation-bundle\/troubleshooting"},"levels":5,"category":"Plugins","category_color":"green","tags":["NetSuite","reconciliation","bundle","troubleshooting"]}}