Frequently Asked Questions

Failed orders are flagged in your dashboard under the Orders tab with a clear error message. You will also receive a batch email alert every 15 minutes listing any failures. You can retry individual orders with one click, or use the "Sync now" button to retry all recent failures at once.

When a refund is issued in your store, Syncible automatically creates a credit note in Xero or a credit memo in QuickBooks linked to the original invoice. Both full and partial refunds are supported, including manual refunds without specific line items. If COGS tracking is enabled, the cost-of-goods entry is reversed as well. Refund sync is available on every plan, including the free tier.

By default, Syncible uses the OUTPUT2 tax type (20% UK VAT) on invoice lines. You can override this per WooCommerce tax class or Shopify tax title using the Tax Mapping section in your dashboard Settings. Available options include ZERORATEDOUTPUT, EXEMPTOUTPUT, ECOUTPUTSERVICES, REVERSECHARGES, and more.

Syncible uses your QuickBooks Online tax settings as configured in your QBO company. Invoice lines are created with the tax amounts from your store, and QuickBooks applies its own tax codes based on your company's sales tax configuration. No manual tax code mapping is required for most QuickBooks setups.

Go to Settings in your Syncible dashboard and open the Order Backfill section. Choose a date range, select which order statuses to include, and set a maximum number of orders. Orders that have already been synced will be automatically skipped to prevent duplicates. The hard ceiling is 5,000 orders per backfill run.

The free plan is our official WordPress.org plugin for WooCommerce + Xero — real-time order sync, refund credit notes, payment recording, customer matching, and UK MTD-aware VAT coding. No order volume cap. No card required. Install from wordpress.org/plugins/syncible-sync-for-xero. Paid plans (Starter, Growth, Pro) add stock sync, COGS, product catalogue sync, and per-contact account mapping — see the pricing page for the full feature comparison.

For WooCommerce merchants, go to the Billing page in your Syncible dashboard and click the upgrade button for your chosen plan. You will be taken to a Stripe checkout page. For Shopify merchants, billing is handled through the Shopify admin. Your new plan takes effect immediately after payment.

Yes. Renewal orders created by WooCommerce Subscriptions are standard WooCommerce orders and sync to Xero automatically — no extra configuration needed. Each renewal becomes its own Xero invoice with full line-item detail, VAT coding, and payment recording. Free trial renewals (£0 orders) are automatically skipped as they have no financial impact on your Xero accounts.

You can migrate between Xero and QuickBooks at any time — disconnect one and connect the other, with your sync history preserved. Running both simultaneously on a single store is not currently supported but is on the roadmap.

You receive a warning email on day 12 of your 14-day trial. If you do not upgrade by the end of the trial, syncing is paused automatically — no orders are lost, they simply queue up. Once you subscribe to a paid plan or switch to the free plan, syncing resumes and any queued orders are processed.

For WooCommerce merchants, cancel your subscription through your Stripe billing portal. For Shopify merchants, uninstall the app from your Shopify admin. In both cases, syncing stops immediately and your data is retained for 30 days in case you want to reconnect. Contact hello@syncible.co.uk if you need help.

For B2B merchants on Pro+ plans, you can route invoices for specific customers to dedicated Xero account codes. Go to Settings → Contact Mappings, add a mapping (Xero contact + account code), and future invoices for that contact post to the mapped account instead of your default sales ledger. Useful when accountants want specific clients reported against dedicated revenue accounts.

Available on Pro and Enterprise plans. When enabled, Syncible compares every exported invoice against the live Xero copy and flags discrepancies — missing lines, total mismatches, wrong tax codes, or contact drift. Access it from the Order Detail screen via the Verify button. Useful for month-end assurance that what you see in Syncible matches what Xero has actually posted.

Pro+ plans include a Reconciliation tab in the dashboard. Pick a date range; Syncible compares every WooCommerce or Shopify order against its Xero invoice for that period and returns a match percentage plus a gap list. Designed for month-end verification — you can see at a glance whether every order has a corresponding Xero entry and where any gaps are.

Yes. The Order Backfill section has a Preview mode that returns up to 50 of the orders that would be imported without actually importing them. Use this to confirm the date range and status filter are correct before kicking off a large historical run.

Your choice. Go to Settings → Stock Sync → Stock master and pick either woocommerce or xero. The chosen side becomes the source of truth; the other side is updated to match. Available on the Growth plan and above.

Yes. Go to Settings → Invoice & Advanced → Invoice status and pick DRAFT, AUTHORISED, or SUBMITTED. The default is AUTHORISED. Note: Syncible will not record payments against non-AUTHORISED invoices because Xero rejects payments on drafts — if you switch to DRAFT, reconcile payments manually.

No. The free plan via our official WordPress.org plugin syncs unlimited orders to Xero. Paid plans add features like stock sync, COGS tracking, and per-contact account mapping — but order volume is uncapped across every plan.

Common causes: locked accounting period, missing account code, invalid tax type, or a contact issue. The order shows as Failed in your dashboard with Xero's error translated into plain English. Fix the root cause in Xero (unlock the period, add the missing code, etc.) then click Retry on the order detail page to re-export without touching the source order.

Syncible passes the order currency through to Xero or QuickBooks exactly as it appears in your store. If your accounting software has multi-currency enabled, invoices will be created in the correct currency. Make sure the currency is set up in your Xero or QuickBooks organisation before orders in that currency arrive.

Go to Settings in your dashboard and open the COGS section. Enable COGS tracking and set your cost-of-goods-sold expense account code. Syncible will then post a cost entry for each order based on the cost price stored against each product. COGS tracking is available on Growth plans and above. Refund reversals are handled automatically.

Syncible works with any payment gateway supported by WooCommerce or Shopify. The payment method from each order is captured and can be routed to different bank accounts in Xero or QuickBooks using the Payment Mapping feature in your dashboard Settings. This lets you separate Stripe payments from PayPal, bank transfers, or any other gateway.

In your dashboard Settings, open the Tax Mapping section. Add a row for each WooCommerce tax class (e.g. "reduced-rate", "zero-rate") and choose the corresponding Xero tax type from the dropdown. Each invoice line will then use the mapped tax type instead of the default. This is useful for merchants selling a mix of standard-rated and zero-rated goods.

Yes. Each store requires its own license key and plan. You can connect multiple WooCommerce or Shopify stores to the same Xero or QuickBooks organisation, or to different organisations. Each store has its own dashboard, settings, and sync history. Contact hello@syncible.co.uk for volume pricing on 5 or more stores.

Your Apache server is stripping the Authorization header before it reaches WordPress. Add SetEnvIf Authorization "(.*)" HTTP_AUTHORIZATION=$1 to the top of your WordPress .htaccess file, before the # BEGIN WordPress block. This is common on Plesk and Apache + PHP-FPM setups. After adding it, click Save & Reconnect in the plugin.