Frequently Asked Questions

After creating your subscription, you should be redirected back to CarryTheOne to create your Control Panel account. If that did not happen, please check your email. You should receive a message with a link after around 20 minutes. If you do not see it, please check your spam folder.

Once you have a Control Panel account, click “Add New Integration” to begin connecting your apps.

That is it. Your integration will import orders once they have been triggered for import by the “trigger” order status you set (for example Confirmed, Paid, or Shipped).

Please keep an eye on the email address you used for your Control Panel account, as integration notifications are sent there. For new stores, you may still need to configure a payment method before the first order can import.

Please check your email (the email address you use to log into CarryTheOne). There should be a message explaining what needs to be updated. If you cannot see it, please check your spam folder.

In your Control Panel, click on "Options" > "View Log". Note: If you have only just configured your integration for the first time, it can take a few minutes for the first orders/refunds to be imported.

In Xero: Accounts → Sales → See All.

The Sales dashboard does not always provide a clear summary of paid invoices. If your integration is creating invoice payments automatically, it can look like “nothing imported” even though invoices are present. Use “See All” and search by order number (usually added as invoice reference).

Important: integration status notifications are delivered by email to the email address registered in your Control Panel account. Please check messages from “CarryTheOne”, including your spam folder.

1. First, check your integration is active in the Control Panel. Look at the status symbol:
   1. If there is a red “!”, the integration needs configuration. Click “configure”, update what is required, then “save”. (You should also have an email explaining what changed, such as a new payment method.)
   2. If you see a pause icon, the integration is paused. Click “options” → “Resume”.
   3. If you see a stop icon (Under Review / Integration Inactive), please contact us unless you already know why (for example a customisation being implemented).
2. Most “missing invoices” are caused by the trigger status. Orders import only if they have reached the trigger order status you set for that payment method. Choose a trigger that all relevant orders pass through during the order lifecycle.
3. If you have just resumed a previously paused integration, allow time for it to catch up. The duration depends on how many orders are waiting.
4. Search properly in your Accounting App. Imported invoices are dated using the order date, not the import date, so they may be mixed into older periods. The best test is searching for the order number (often used as the invoice reference).
5. New integrations: confirm you linked the correct Accounting App account (live vs test). If you linked the wrong one, use Control Panel “options” → “Re-link”.
6. Orders placed before setup: you can order a historical import via options → Historical Import.
7. If you recently changed a trigger status, and the orders have previously had that status, you may need to re-set the status on those orders to trigger import. If that is not feasible, contact support.
8. If you have checked the above and still cannot find the cause, please contact us and include an example order number that has not imported.

Control Panel: options → Historical Import.

If you are not importing existing orders into the new installation, deactivate your existing integration (Control Panel → options → Deactivate) and create a new integration for the new installation. Otherwise, orders may not import correctly due to overlapping order IDs.

Simply setting initial order numbers is not sufficient: the integration tracks by order IDs, not order numbers.

In your Control Panel, click “options” next to the integration and select “Re-link”.

If your Accounting App supports matching multiple invoices/payments to a single bank transaction (for example Xero), match the batch deposit to the related invoices/payments and assign the difference as a fee.

Xero: it is often best to configure the integration to create invoice payments automatically, as this typically makes reconciliation faster.

Alternative method (merchant account mirror):

1. Create a dedicated “bank account” in your Accounting App to mirror your payment provider’s merchant account (one per currency if applicable).
2. Set a trigger order status where you can be confident payment is confirmed by the time the order imports (Paid/Confirmed/Shipped depending on workflow).
3. Configure the integration to create payment receipts into that dedicated merchant account.
4. Periodically post fees and withdrawals in the merchant account, matching deposits into your main bank account.

Note: it is usually better to handle fees as a separate transaction between you and the provider, rather than deducting the fee from customer receipts.

Usually no. Bank reconciliation will try to match imported statement lines to existing payment transactions before offering to create new ones.

If you do see duplication, you can configure the integration not to create invoice payments automatically for that payment method, but it is generally not advised unless needed.

The integration is compatible with Xero Tracked Inventory: stock on hand will reduce as orders are imported for tracked items. This relies on SKU in your store matching the item code in Xero.

If an item does not exist in Xero, the integration can create it when an order imports, but it will not automatically enable tracking. If you want an item tracked, set it up as tracked in Xero first.

Important notes:

1. Xero does not allow negative stock on hand for tracked items. If approving an invoice would take stock below zero, the integration may create the invoice but not auto-approve (and you will be emailed).
2. Xero updates quantity/value on hand when a transaction is approved, not as at the transaction date. Keeping your integration live helps prevent surprises.

The integration can create items/products in your Accounting App as orders are imported (depending on the integration and options).

It cannot import products from your Accounting App into your store, and it cannot sync inventory levels between systems.

However, as orders import, inventory levels in your Accounting App can reduce accordingly. Depending on your setup, a workable approach can be:

1. If items rarely go out of stock: do not track inventory in the store (or set higher levels) and manage out-of-stock items manually.
2. If accurate in-store stock display is essential: maintain stock in both places (some duplication of work, but predictable results).

The integration typically does not set the invoice number because accounting systems manage numbering and conflicts can occur (especially when invoices are created from multiple channels).

The order number is usually added as the invoice reference, which is highly visible and searchable in most accounting apps.

If you have a strong requirement to set invoice numbers, please contact support to discuss feasibility for your specific integration.

In PayPal: History → Reports → Monthly financial summary. Select the period and click “View Report”. Fees are shown under the “Fees” section of the report.

In your Control Panel, click “options” and select “Pause”. Resume later via “options” → “Resume”.

In your Control Panel, click “options” and select “Remove”.

You can cancel at any time from your PayPal account under pre-approved payments (PayPal: Profile → My Money → My pre-approved payments).

If you are paying directly by card and do not have a PayPal account, please send a message and cancellation can be processed for you. If a scheduled payment is collected before processing, it will be refunded.