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.

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 includes real-time order sync to Xero or QuickBooks for up to 25 orders per month. It covers invoices, payments, refund credit notes, and cancellation voiding. Once you exceed 25 orders in a calendar month, new orders are paused until the next month or until you upgrade to a paid plan.

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. You can connect both Xero and QuickBooks to the same store and enable or disable each one independently from your dashboard. Your existing sync history and settings are preserved. There is no extra charge for connecting a second accounting platform — it is included in your plan.

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.

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.