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An order was not pushed to QuickBooks because a SKU does not exist in QBD - how do I fix this?

When WizCommerce tries to push an order to QuickBooks Desktop, it looks for each product by its SKU name in QuickBooks. If even one SKU in the order doesn't exist in QuickBooks, or isn't spelled exactly the same way, the entire order will fail to push.

The good news: the order is not lost. Once you fix the missing SKU in QuickBooks, you can re-sync the order and it will push through successfully.

» How to fix it

  1. Find the missing SKU Check the error notification in WizCommerce. It will tell you exactly which SKU caused the order to fail. Make a note of it.

  2. Add the missing SKU in QuickBooks Desktop

    • Open QuickBooks Desktop on your computer
    • Go to your Items List (Lists → Item List from the top menu)
    • Add the missing product as a new item
    • When entering the item name, make sure it matches the SKU in WizCommerce exactly — including any spaces, dashes, or capitalisation
    • Important: Even a single extra space or a capital letter where there shouldn't be one will cause the push to fail again. Double-check the SKU in WizCommerce before saving in QuickBooks.
  3. Re-sync the failed order
    • Go to the Integration Dashboard in WizCommerce
    • Open Sync Failures 
    • Find the failed order and click Re-sync

The order will now push to QuickBooks automatically.

» Why does this happen?

QuickBooks Desktop and WizCommerce sync using the QuickBooks Web Connector, which facilitates the transfer of information between the two systems. When an order is pushed, WizCommerce sends the SKU name to QuickBooks to match against existing items. If the name doesn't exist or doesn't match exactly, QuickBooks rejects the push.

» Common reasons a SKU might not match

  • The product exists in WizCommerce but was never added to QuickBooks
  • The item name in QuickBooks has a trailing space (e.g., "SHIRT-001 " instead of "SHIRT-001")
  • The item name uses different capitalisation (e.g., "shirt-001" vs "SHIRT-001")
  • The same issue can also occur with customer names — if a customer exists in QuickBooks but with a slight difference in spelling or spacing, the order push will fail for that reason too

» Tips to avoid this in the future

  • Whenever you add a new product in WizCommerce, add the matching item in QuickBooks at the same time
  • Keep SKU naming consistent across both systems — no extra spaces, same capitalisation
  • Check the Sync Failures section regularly to catch and fix any failed orders quickly

Still need help? Reach out to your Customer Success Manager or contact our  Support Team.