Error resolution

Resolution

NetSuite allows certain special characters in the "NAME", "COMPANY NAME", and "ADDRESS" fields that Tipalti does not allow (e.g., "Ã", "À", "Ä" on letters in all fields, and "&", "@", "/" in the name fields).

To resolve:

1. On the "Sync monitoring" screen, click the "NetSuite ID" of the relevant vendor to open that specific vendor in NetSuite. 
   1. Check the "NAME", "COMPANY NAME", and "ADDRESS" fields.
   2. If you see a special character in one of those fields:
      1. Click "Edit".
      2. Remove the special characters.
      3. Click "Save".
2. In Tipalti, re-trigger sync of the failed payee.
   1. Go to Integrations > Sync monitoring.
   2. Click the checkbox next to the failure of the relevant vendor.
   3. Click "Resync failed errors" button.

Resolution

In Tipalti, the allowed characters in the first and last name fields are:

• Latin and numeric (cannot be only numeric)
• Spaces, periods, dashes (cannot be the first character)—e.g., "Mary Jo", "Jr.", "Mary-Jo"

To resolve:

1. On the "Sync monitoring" screen, click the "NetSuite ID" of the relevant vendor to open that specific vendor in NetSuite.
   1. Check the "NAME" field.
   2. If you see a special character:
      1. Click "Edit".
      2. Remove the special characters.
      3. Click "Save".
2. In Tipalti, re-trigger sync of the failed payee.
   1. Go to Integrations > Sync monitoring.
   2. Select the sync failure of the relevant vendor.
   3. Click "Resync failed errors" button.

Resolution

This error is most commonly caused by a field being required in NetSuite, but not in Tipalti, causing the record to fail the sync back to NetSuite.

To resolve, do one of the following:

1. Update the payee record to include the required field. For example, if the required field is "Name", in Tipalti:
   1. Go to "Payees".
   2. Search for the payee.
   3. Beside "Name", click .
   4. Update the value.
   5. Re-trigger sync of the failed payee.
      1. Go to Integrations > Sync monitoring.

      2. Check the box next to the failure of the relevant payee.

      3. Click "Resync failed errors".
2. Make the field "not required".
   1. In NetSuite:
      1. Go to Customization > Forms > Entry Forms.
      2. Find the default form for vendors and click "Customize" (or edit an existing vendor record and click "Customize").
      3. On the "Fields" subtab, find the relevant field.
      4. In the "Mandatory" column, deselect the check box.
      5. Click "Save". If the check box cannot be deselected, it is likely being controlled by a separate NetSuite feature outside of the form. Contact your NetSuite administrator to remove the requirement.
   2. In Tipalti, re-trigger sync of the failed payee.
      1. Go to Integrations > Sync failures.
      2. Check the box next to the failure of the relevant payee.
      3. Click "Resync failed errors" button.

Resolution

This error is most commonly caused by having the default AP account in Tipalti not available for the vendor / subsidiary in NetSuite, causing the record to fail the sync back to NetSuite.

To resolve, do one of the following:

1. Update the payee record in Tipalti and change the AP account to a valid account for this vendor or its subsidiary:
   1. Go to "Payees".
   2. Search for the payee.
   3. Beside "Default AP account", click .
   4. Update the value.
   5. Re-trigger sync of the failed payee.
      1. Go to Integrations > Sync failures.

      2. Check the box next to the failure of the relevant payee.

      3. Click "Resync failed errors".
2. In NetSuite, make sure the AP account used is active and available for all required subsidiaries.
   1. In NetSuite:
      1. Go to the chart of accounts.
      2. Locate the relevant AP account.
      3. Edit the account and add the relevant subsidiary.
   2. In Tipalti, re-trigger sync of the failed payee.
      1. Go to Integrations > Sync monitoring.
      2. Check the box next to the failure of the relevant payee.
      3. Click "Resync failed errors".

Resolution

This error is most commonly caused by inactive or deleted vendors.

To resolve, do the following:

1. In Tipalti Hub, go to Integrations > Sync monitoring.

2. Click the "Netsuite ID" of the relevant vendor.
3. If the vendor is deleted/ inactive, proceed to manually resolve the error.

    Choosing this option the sync of this record will be ignored and any future bills or payments for this payee will fail to sync as well.

   1.  Go to Integrations > Sync monitoring.
   2. Select the relevant record for this vendor.
   3. On the right-side, click the menu icon and choose manually resolve .
   4. Select a reason and submit.  

Resolution

This error is most commonly caused by network issues.

To resolve, do the following:

1. In Tipalti Hub, re-trigger sync of the failed payee.

2. Go to Integrations > Sync monitoring.

3. Check the box next to the failure of the relevant payee.
4. Click "Resync failed errors".

 If you receive the message is “retry failed” or “retry skipped”, please open a ticket with our Support team.

Resolution

The value for the field shown in the error message is not tied to the same entityAn entity can be a subsidiary, division, business unit, brand, etc. of your organization. Entities can have similar or different AP processes and workflows. as that of the bill. For example, if a bill is associated with Subsidiary A in NetSuite, but the department value from the bill is only allowed for Subsidiary B, you will receive this error.

1. In Tipalti, check the value of the field.
   1. Go to "Bills".
   2. Search by "Tipalti ref code".
   3. Click the bill row to open it.
   4. Check the values for the field displayed in the error message, and the payer entity associated with the bill.
2. In NetSuite, check the subsidiary assigned to the field.
   1. Search for the field using the top search bar (e.g., Page: Departments).
   2. Beside the relevant page, click "View".
   3. Beside the relevant field, click "View".
   4. Check the value in the "SUBSIDIARIES" field. If it differs from the payer entity associated with the bill in Tipalti, then it is the source of the issue.
      

The solution is to select an allowable value for the field on the bill in Tipalti (i.e., the value for the field in Tipalti must have the same NetSuite subsidiary as the payer entity assigned to the bill in Tipalti).

To resolve, in Tipalti:

1. Go to "All bills" and find the relevant bill.

2. If the field settings allow edit after approval , just edit and retry the sync otherwise at the end of the bill row, click the "Actions" button and depending on the status of the bill and your user role, select "Retract approval" or "Cancel approval request" to send the bill back to AP.

Wait between 30 min to 1 hour to have at least one full sync cycle before touching the bill.



3. Depending on your user role, either you or your AP Team need to change the value of the field on the bill to an allowable value.

   1. Go to "Pending AP action".

   2. Find the relevant bill.

   3. Click the bill row to open it.

   4. Update the field value.

   5. Re-submit the bill for approval.

Resolution

This bill sync error occurs because the payee on the bill/ vendor credit in Tipalti is not linked to a payee in NetSuite.

In Tipalti:

1. Go to Integrations > Sync monitoring.

2. On the row displaying the bill sync event error message, click the "Tipalti ID" link to open the bill/ vendor credit in a new window.
3. Copy the payee ID.
4. Go back to the "Sync monitoring" window.
5. Click "Add filters" and select "Tipalti ID".
6. Paste the payee ID. The error that prevented the payee record from syncing displays.

You need to fix the payee sync error before you can resolve the bill/ vendor credit error.

Resolution

This payment error means that NetSuite cannot find a bill linked to the payment. There could be several reasons causing this error.

The bill is already linked to another payment. This error happens when the integration tries to mark a bill as paid that has already been marked as paid in NetSuite.
To resolve: one way to resolve is to keep the payment that was done in NetSuite and mark the error in Tipalti as manually resolved. If the payment in NetSuite was manually added in NetSuite by mistake, it should be voided with the following steps:

1. In NetSuite:
   1. Go to Transactions > Payables > Enter Bills > List.
   2. Find the relevant bill row. If the STATUS column shows "Paid in Full", the bill has already been marked as paid.
   3. Find the vendor record.
   4. Click "Actions" and select "View All Transactions".
      
   5. Beside the relevant bill payment row, click "View".
   6. To remove the payment from the bill, click "Void", which displays the "Voiding Journal" screen.
   7. Click "Save".
2. In Tipalti, re-trigger sync of the failed payment.
   1. Go to Integrations > Sync monitoring.
   2. Check the box next to the relevant failed payment.
   3. Click "Resync failed errors" button.

The details of the payment do not match the bill (common issues might be different subsidiary or AP account).

To resolve,

1. Compare the subsidiary and AP account of the bill and payment.

2. If the bill was manually edited in NetSuite, reverse the changes to match the Tipalti version.

3. Resync the payment.

"SOME FIELD NAME" will be replaced with the specific API field name.

Resolution

As suggested by the error message, there can be a number of causes for this error as well as some indirect reasons and special cases.

The field is not displayed on the preferred form.

The field (standard or custom) must be displayed in order for Tipalti’s API to post data to it. Our NetSuite connector will look for the "Preferred Form".

In NetSuite:

1. Identify the "Preferred Form".
   1. Go to Setup > Customization > Entry/Transaction Forms.
   2. Find the object "Type" and confirm the "Preferred" box is selected.
   3. Additionally, "Preferred Forms" can be overridden by user role. To confirm and edit each form for the object type:
      1. Go to the "Roles" tab.
      2. Confirm the "Preferred" box is not selected (or only selected on the desired Form) for the integration user's role.
2. Confirm the field displays.
   1. Go to Setup > Customization > Entry/Transaction Forms.
   2. Edit the "Preferred Form".
   3. Click the "Fields" tab and go through each subtab to find where the custom field is.
   4. Confirm the "Show" box is selected for the custom field.

The field is read-only.

You need to confirm that the given field does not have any read/ write access restrictions by user role. Restrictions are most notable for custom fields.

In NetSuite:

1. Go to Setup > Customization > Entity/Item/Transaction Body/Transaction Column Fields.
2. Edit the field.
3. Go to the "Access" tab and confirm that there are no access restrictions for the integration user's role.

The feature is disabled.

If certain account-level features are disabled or not available in your NetSuite version, corresponding fields will be unavailable.

Some common optional features include:

• Subsidiaries
• Tax Schedules
• Item Matrix Pricing
• Revenue Recognition

The field is not available for create and update.

Some standard fields can be written only during creation or modification—one common area is with respect to auto-generated numbers for entities and transactions.

Special cases

• Transaction field "taxitem" - The NetSuite setting for "Per-Line Taxes on Transactions" must be disabled. In NetSuite, go to Setup > Accounting > Set Up Taxes > United States (if multiple currencies).
• Transaction field "deferrevrec" (or other revenue recognition-related fields) - The item record referenced on the transaction line must be configured with a "Deferred Revenue Account". You need to edit the item record and select an account on the "Rev Rec/Amort" tab. Remember, inventory items cannot be deferred.
• Customer (or other entity) field "autoname" - Auto-generated numbers are enabled; however, without override, you need to review and modify the NetSuite settings or your field mapping accordingly. In NetSuite, go to Setup > Company > Auto-Generated Numbers.

Resolution

The permission in the error message must be added to the "Tipalti Integration Token Role" in NetSuite.

1. In NetSuite:
   1. Go to Setup > Users/Roles > Manage Roles.
   2. Beside "Tipalti Integration Role", click "Edit".
   3. On the "Permissions" tab, add the needed permission at the "Full" level.
   4. Click "Save".

   NetSuite takes about one hour to apply role settings, so please wait one hour before re-triggering sync of the failed record.

2. In Tipalti, re-trigger sync of the failed record.
   1. Go to Integrations > Sync monitoring.
   2. Check the box next to the relevant failed record(s).
   3. Click "Resync failed errors" button.