Syncing issues with tax refunds on Instagram/Facebook orders

Payments + Shipping & Fulfilment

Topic summary

A technical integration issue has been identified between an e-commerce platform and NetSuite. While most orders sync correctly through NS Connector, tax refunds specifically fail to transfer.

The Problem:

  • Orders placed via Instagram/Facebook charge sales tax
  • When this tax is refunded to customers, the refund transactions don’t sync to NetSuite
  • All other order data syncs successfully

Current Status:
The issue remains unresolved, with the original poster seeking suggestions on how to fix the synchronization gap for tax refund transactions.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

Our site is integrated with Netsuite, so all orders should sync up with Netsuite through NS Connector - all the orders are doing that EXCEPT refunds on taxes. When customers order through Instagram/Facebook, sales tax is charged. In most cases this sales tax is refunded back to the customer and those refund charges are not syncing with Netsuite.

Any suggestions on how to get this process synced up?