BigCommerce: Cannot find order X to create invoice with sales order
Incident Report for Connex ECommerce
Postmortem

UPDATE - Related: For the "Connex cannot modify the grouped items on invoice" issue, the cause stemmed from an incomplete coding change that was published. At time of writing, the fix for it appears to have been published an hour ago. I would advise telling Customers to delete any affected Transactions from QuickBooks and resync them.

A patch to address this issue was deployed Friday morning, 10/23/2020, as of 9:00 AM EST. If issues persist beyond this point, please contact us. If you need to re-sync missed sales, please see:

QuickBooks Desktop, manual/historical Sync:
https://help.syncwithconnex.com/hc/en-us/articles/360045546012-How-do-I-manually-sync-sales-to-QuickBooks-Desktop-

QuickBooks Online, manual/historical Sync:
https://help.syncwithconnex.com/hc/en-us/articles/115003851203-How-do-I-manually-sync-sales-to-QuickBooks-Online-

Posted Oct 23, 2020 - 10:05 EDT

Resolved
This incident has been resolved.
Posted Oct 23, 2020 - 08:13 EDT
Update
Update:

Sadly, it would appear that Shopify customers are likewise affected.
Posted Oct 22, 2020 - 15:40 EDT
Identified
We believe we have identified the problem causing this error.

Specifically, Connex is encountering an issue related to BigCommerce when attempting to create an invoice to close out an open sales order. This is the error message:
"Connex cannot find order X to create an invoice with the sales order. Please contact JMA. SO Ref: X SO Memo: ."

We believe this issue is isolated to BigCommerce customers only. In addition, having identified the area of our code in need of repair, we anticipate deploying a fix to remedy this error Friday morning on or before 09:00 AM EST.

Please accept our sincere apologies for any inconvenience this may cause. We really appreciate your patience while we work to deploy a remedy.
Posted Oct 22, 2020 - 14:44 EDT
Investigating
We are investigating an issue BigCommerce customers are reporting, related to the following error:

"Connex cannot find order X to create an invoice with the sales order. Please contact JMA. SO Ref: X SO Memo: ."
Posted Oct 22, 2020 - 14:34 EDT
This incident affected: Connex for QuickBooks - Desktop Users and Connex for QuickBooks - QuickBooks Online Users.