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Why did my order fail?

Typical errors during test runs – and how to solve them.

If a test order is not transferred as expected, it is often due to missing setup, missing information, or differences between the webshop, IEX, and the accounting system.

Below you will find the most common errors and suggestions on how to solve them.

The order does not appear in IEX

If the order does not appear in IEX, you should first check that the integration is active and correctly connected.

Possible causes

  • The integration is not active.
  • The API information is incorrect or expired.
  • The order does not have the correct order status.
  • The order does not meet the integration requirements.

Solution

  • Check that the integration is active.
  • Check the connection to the webshop and accounting system.
  • Check that the order has an order status that is allowed for transfer.
  • Perform a new test run.

VAT does not match

VAT errors are one of the most common causes of errors during test runs.

Possible causes

  • VAT is missing in the webshop.
  • VAT is missing in the accounting system.
  • OSS is not set up consistently across all systems.
  • VAT rates differ between the webshop and the accounting system.
  • VAT codes or VAT mapping are missing.

Solution

Verify that:

  • VAT is set up in the webshop.
  • VAT is set up in the accounting system.
  • OSS is configured identically in both systems.
  • OSS is enabled on the integration.
  • VAT rates are identical across all systems.

Example:

If Finland is set up with 25.5% VAT in the webshop, but 24% in the accounting system, the order cannot be processed correctly.

Missing permissions in the accounting system

Some features require specific subscriptions or user permissions.

Possible causes

  • Your subscription does not support the desired feature.
  • The user lacks the necessary permissions.

Solution

Check which features your subscription supports.

Examples:

  • In Dinero, missing permissions may mean you cannot select specific accounts.
  • In e-conomic, missing permissions may prevent the creation of items or access to certain settings.

Contact your system provider, if you are unsure about your permissions.

Customer not created correctly

If the customer cannot be created in the accounting system, it is often due to missing or invalid customer information.

Possible causes

  • Missing first name or last name.
  • Missing address.
  • Invalid email address.
  • Invalid postal code.
  • Incorrect country code.

Solution

Check that all required customer information is filled in correctly in the webshop.

For test runs, we always recommend using realistic test data instead of periods, random letters, or empty fields.

Products cannot be transferred

If products cannot be created or transferred, it is often due to missing product data.

Possible causes

  • The product is missing an item number (SKU).
  • The product is missing necessary information in the webshop.
  • The product is not found in the selected mapping.

Solution

Check that all products have the necessary information filled in, including item number, if the integration requires it.

Amounts do not match

If the total amount, VAT, or order lines differ between the systems, it is often due to the setup.

Possible causes

  • Incorrect account mappings.
  • Missing VAT configuration.
  • Delivery fees are not set up correctly.
  • Payment fees are not set up correctly.
  • Products are mapped incorrectly.

Solution

Check the integration's mappings, account mappings, and VAT setup.

Always compare the webshop order with what is created in the accounting system.

Missing information on the order

If the order contains incomplete information, it often cannot be transferred.

Possible causes

  • Missing customer information.
  • Missing delivery information.
  • Missing billing information.
  • Missing item numbers.
  • Missing product data.

Solution

Check what information is missing from the order.

Note that the solution may vary between webshop platforms. Some systems allow editing existing orders, while others have limitations on what information can be changed after order creation.

Still having problems?

If you continue to experience errors after a test run, we recommend reviewing the integration log and checking for any error messages or warnings.

The more precise information you can share about the order and the error, the faster the problem can be identified.

Can't find the cause of the error?

Contact IEX Support, and we'll help you further.
Email: support@iex.dk
Phone: 32224344 - dial 2
Mon-Thu 9:00-15:00
Friday 9:00-14:30

Do you want to avoid configuring the integration yourself?

We also offer setup assistance to help you get started quickly.
Order setup

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