When not to use this guide
Do not use this guide for Shopify store design, themes, collections, or Shopify-only settings. Use it for AccountEdge setup, ShopSync visibility, order/item sync behavior, logs, and escalation evidence.
What is Shopify?Plain-English explanation reps can use before discussing setup, syncing, or troubleshooting.
Use this explanation first
Shopify is the customer’s online store/web store. It is where customers display products, take online orders, manage customer-facing store activity, and sell items through a website.
AccountEdge is the brains/headquarters. It is the accounting system and should be treated as the source of truth for inventory quantity, inventory value, sales records, costs, customer cards, reports, deposits, and tax/accounting activity.
ShopSync is the middleman connector. It sits between Shopify and AccountEdge and helps move data between the two systems. Reps mainly use it for visibility, troubleshooting, and escalation evidence.
Shopify
Storefront / Orders / Products
→Storefront / Orders / Products
ShopSync
Connector / Visibility
→Connector / Visibility
AccountEdge
Accounting / Inventory / Reports
Accounting / Inventory / Reports
What Shopify does
- Acts as the customer-facing online store.
- Holds products, product presentation, web orders, customer-facing checkout, and store activity.
- Lets customers display pictures, descriptions, product details, and web-store content.
- Uses Shopify wording such as Orders, Products, and Customers.
What AccountEdge does
- Handles accounting, inventory control, financial records, tax accounts, reports, and deposits.
- Receives Shopify web orders so customers do not have to manually enter every web sale.
- Should control inventory quantity and item value once the item is linked/synced.
- Uses AccountEdge wording such as Sales, Items, and Customer Cards.
What ShopSync does
- Connects Shopify and AccountEdge.
- Shows synced products, orders, and transactions for visibility.
- Helps reps confirm whether an order/product reached the connector.
- It is not possible to add/edit/delete any data displayed in ShopSync.
- Is not a normal daily work screen for customers.
ShopSync example screen
ShopSync URL: https://ShopSync.accountedge.com
This is the ShopSync interface reps may reference during troubleshooting. It provides visibility into synced Orders, Items, and Transactions coming from Shopify before or while data moves into AccountEdge. Reps mainly use this screen to confirm whether activity reached the connector and to gather details for troubleshooting or escalation.
- Orders: Used to review Shopify orders visible to ShopSync.
- Items: Used when reviewing synced products/items.
- Transactions: Used when reviewing transaction/payment visibility.
Rep reminder: ShopSync is mainly a visibility and connector layer. AccountEdge remains the accounting and inventory source of truth.
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Shopify relevant windowsThe three Shopify Admin areas reps most commonly reference during AccountEdge + Shopify calls.
What reps typically deal with
For the AccountEdge + Shopify integration, the main Shopify windows reps typically deal with are Orders, Products, and Customers. These are the most relevant Shopify Admin screens when explaining sync behavior, reviewing web-store activity, or confirming what the customer is seeing on the Shopify side.
OrdersMain Shopify order list view
Why this window matters
- This is where Shopify web orders are listed on the Shopify side.
- It helps reps confirm that the order exists in Shopify before discussing whether it should come into AccountEdge.
- Use this screen when talking about Process Web Orders, synced order activity, payment status, and fulfillment status.
- Orders are one of the main windows involved with the AccountEdge integration.
ProductsMain Shopify product list view
Why this window matters
- This is where Shopify products are listed and maintained on the Shopify side.
- It is useful when discussing how Shopify Products relate to AccountEdge Items.
- Use this screen when talking about item linking, product visibility, SKU/title matching, and product-side sync questions.
- Products are one of the main windows involved with the AccountEdge integration.
CustomersMain Shopify customer list view
Why this window matters
- This is where Shopify customer records are shown on the Shopify side.
- It helps reps explain how Shopify customers relate to AccountEdge customer cards and imported web sales.
- Use this screen when answering customer questions about Shopify customer information appearing in AccountEdge.
- Customers are one of the main windows involved with the AccountEdge integration.
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Key Facts Reps Should Know FirstThe highest-value facts from the demos. Start here before troubleshooting.
AccountEdge is the brains
Treat AccountEdge as the source of truth for accounting, inventory quantity, inventory value, sales records, costs, and reports.
Shopify is the storefront
Shopify is where the customer sells products online. Reps should know the basics, but Shopify-only store design/support belongs with Shopify Support.
ShopSync is the connector
ShopSync is the middleman between Shopify and AccountEdge. It is mainly used for linking, visibility, troubleshooting, and escalation evidence.
Orders are one-way
Shopify web orders sync into AccountEdge. AccountEdge sales do not sync back up to Shopify as Shopify orders.
Items are the main sync area
Item/product changes can sync, but inventory quantity and value should be controlled through AccountEdge activity.
Use the correct sync action
Process Web Orders brings in Shopify orders. Sync Items handles item/product changes only.
Paid web orders use Undeposited Funds
Paid Shopify orders bring in the payment, but the payment lands in Undeposited Funds until the customer prepares the bank deposit.
Unpaid orders become open invoices
Orders created with payment due later can still sync into AccountEdge, but they come in as open invoices without an applied payment.
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Do’s and Don’tsRep behavior standards for Shopify connector calls.
Do’s
Do explain the relationship clearly
Use the line: AccountEdge is the brains/headquarters, Shopify is the storefront, and ShopSync is the connector in the middle.
Do keep the support boundary clear
Support the AccountEdge integration and sync behavior. Send Shopify-only store design, themes, collections, discounts, growth tools, and marketing questions to Shopify Support.
Do focus on Orders, Products, and Customers
Those are the main Shopify Admin areas reps need to understand. Orders map to sales, products map to items, and customers map to customer cards.
Do check logs for warnings or failures
Open the newest Shopify log and scroll to the bottom. Warnings/errors are usually shown there, similar to import logs.
Do explain warnings calmly
A warning may still mean the transaction imported. Review the log to see what needs attention.
Do check Undeposited Funds
For paid Shopify orders, check Prepare Bank Deposit because payments default to Undeposited Funds.
Don’ts
Don’t confuse item sync with order sync
Sync Items does not bring in web orders. Process Web Orders is the correct action for Shopify sales/orders.
Don’t promise AccountEdge sales sync to Shopify
Sales/orders are one-way from Shopify into AccountEdge, not from AccountEdge back into Shopify as web orders.
Don’t treat Shopify quantity as AccountEdge inventory value
Entering quantity in Shopify does not create purchases, bills, inventory value, or proper on-hand quantity in AccountEdge.
Don’t casually unlink/relink
Unlinking should be reserved for serious connection problems, failed linking, or escalation/development guidance.
Don’t leave required setup fields blank
Selling Details and Linked Accounts require assignments. Tips, refunds, sales tax, and imported item accounts may need to be filled in before setup can continue.
Don’t tell customers tip/refund items must be Shopify products
Allocated tip and refund items are AccountEdge-side items used to satisfy Shopify order behavior. They do not need to be linked as normal sellable Shopify products.
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Web Store Setup Window ReferenceStore Details, Selling Details, Linked Accounts, and Sync Options are grouped here because they are all part of the same setup window.
Picture 1 — Store Details tabFormerly “Setup Window”
Use this screenshot to point reps to the main store controls: Store Address, Visit Web Store, Configure Web Store, Unlink Web Store, and View Shopify Logs.
Visit Web Store
Shows the store from the customer-facing view, as if a shopper is looking at the website.
Configure Web Store
Opens the Shopify Admin side. This is where Shopify users manage Orders, Products, and Customers.
Unlink
Do not use casually. Reserve for serious connection problems, failed linking, or escalation/development guidance.
View Shopify Logs
Opens the Shopify Logs folder. Logs also live next to the company file wherever that company file resides.
Log rule: Shopify logs live next to the company file. Open the newest log and scroll to the bottom for warnings/errors.
Picture 2 — Selling Details tabItems, order numbers, cards, tips, and refunds
Use this screenshot to explain the customer’s Shopify sales behavior before processing web orders.
Items to Sync with Shopify
The customer chooses which AccountEdge items should be made available in Shopify. They can select all items or only web-store items.
Use Shopify order number
Recommended when the customer wants to easily identify Shopify sales in AccountEdge. Shopify order numbers usually look like #1001, #1025, etc.
Import new cards
Use when the customer wants individual Shopify customer names imported into AccountEdge as customer cards.
Assign one card to web orders
Use when the customer wants all Shopify web orders attached to one default AccountEdge customer card, such as Shopify Orders.
Allocated Tips item
Even if the customer does not use tips, AccountEdge may require an AccountEdge item assigned here. It does not need to be a Shopify product.
Refund item
Used when Shopify refund activity needs a line/item representation on the synced AccountEdge transaction.
Picture 3 — Linked Accounts tabSales tax and imported item defaults
Use this screenshot to explain where Shopify sales tax and new-item defaults are assigned.
Sales Tax Collected
Most customers should already have a Sales Tax Collected liability account. It must be linked so Shopify sales tax posts correctly.
Imported item defaults
If a product is created in Shopify and later synced into AccountEdge, AccountEdge can automatically mark the item as I Buy and/or I Inventory.
I Buy setting
If I Buy is checked for imported items, an expense/cost account needs to be assigned.
I Inventory setting
If I Inventory is checked for imported items, inventory linked accounts need to be assigned correctly.
Picture 4 — Sync Options tabItem sync behavior and sync timing
Use this screenshot to explain that setup-window sync options are for item/product sync behavior, not processing web orders.
| Task | Correct Action | Rep Note |
|---|---|---|
| Bring Shopify sales/orders into AccountEdge | Process Web Orders | Use the Sales Command Center or Sales Register. This is not the same as item sync. |
| Sync item/product changes | Sync Items / Sync Now | Used for item/product changes only. |
| Sync when opening/closing company file | Sync Options | Controls item sync timing. It does not replace Process Web Orders. |
| Check connector visibility | ShopSync | Use for troubleshooting and escalation evidence. |
Important: Sync Items does not bring in web orders. Shopify sales/orders come in through Process Web Orders.
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Common Call ScenariosPractical customer situations reps are likely to see on Shopify connector calls.
Customer asks: Where are my Shopify logs?Scenario 1
- Tell them the Shopify Logs folder is saved next to the company file.
- If AccountEdge opens, use View Shopify Logs.
- If AccountEdge does not open, locate the company file and look beside it for the Shopify Logs folder.
- Open the newest log by timestamp/date modified.
- Scroll to the bottom for warnings or errors.
Customer sees “1 Warning” after syncingScenario 2
Use calm wording: “A warning does not always mean the order failed. The order may have imported successfully, but AccountEdge noticed something we should review.”
- Open Shopify Logs.
- Open the newest log.
- Scroll to the bottom.
- Review the exact warning.
- Example: insufficient quantity will result in negative on-hand quantity.
Customer asks why paid Shopify orders are not in checkingScenario 3
Paid Shopify web order payments come into Undeposited Funds. The customer still needs to use Prepare Bank Deposit to deposit them into the checking account.
Customer creates Shopify order with payment due laterScenario 4
- The order can still sync into AccountEdge.
- It comes in as an open invoice.
- No payment is applied because the Shopify order was not marked paid.
Customer asks why all customers show “Shopify Orders” customer card that’s attached to all Shopify salesScenario 5
- They likely selected the setting to assign all web orders to one customer card.
- Shopify may still show the real customer name, but AccountEdge records the sale under the default customer card.
- If they want individual customers going forward, change the setting to import web customers as new cards.
- Do not promise old synced transactions will update retroactively.
Customer created a product in Shopify with quantityScenario 6
Entering quantity in Shopify does not create an AccountEdge purchase, bill, inventory value, or proper quantity history. AccountEdge inventory should come from inventory adjustments, purchases, bills, or Adjust Items.
Customer asks whether Shopify quantity adds to AccountEdge quantityScenario 7
No. AccountEdge should be treated as the master for inventory quantity. Syncing should not add Shopify quantity to AccountEdge quantity. AccountEdge quantity should control/overwrite the Shopify display after sync.
Customer asks about Shopify reports in AccountEdgeScenario 8
There are no special Shopify-only AccountEdge reports. Shopify orders become normal AccountEdge sales. Recommend using Shopify order numbers so the customer can identify Shopify-originated sales more easily.
Customer says orders are not syncingScenario 9
- Confirm the order exists in Shopify.
- Confirm whether the order is paid or payment due later.
- Use Process Web Orders.
- Review the sync summary.
- Open the newest Shopify log.
- Check ShopSync for the order.
- If Shopify has the order but ShopSync does not, escalate.
- If ShopSync has the order but AccountEdge does not, collect logs/screenshots and escalate.
Customer asks what ShopSync isScenario 10
Use this wording: “ShopSync is the connector between Shopify and AccountEdge. It is mostly for linking, sync visibility, troubleshooting, and development review. It is not a place where customers do normal daily work.”
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Escalation TriggersEscalate when the issue appears connector-related, stuck, failing, duplicated, or outside normal setup behavior.
- Orders exist in Shopify but do not appear in ShopSync.
- Orders appear in ShopSync but do not come into AccountEdge after Process Web Orders.
- Duplicate items appearing in AE item's list after syncing items.
- Shopify logs show failures, not just warnings.
- Relinking has already been attempted multiple times.
- The customer is stuck in a linking/authentication loop.
- Sync Shopify Products does not resolve missing products.
- Blue sync indicators/checks in ShopSync are missing or inconsistent.
- A customer reports that only today’s orders sync, but older unsynced orders do not. Confirm/test before giving a final answer.
- The issue appears connector-related rather than normal setup/user error.
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Suggested Rep Talk TracksShort explanations reps can use during calls.
Explaining the integration
Shopify is where your customers place orders. AccountEdge is where the accounting and inventory records live. The connector saves you from manually entering those Shopify orders into AccountEdge.
Explaining the support boundary
We can help with the AccountEdge integration and sync behavior. For Shopify web store design, themes, collections, or Shopify-only settings, Shopify Support would be the best resource.
Explaining warnings
Warnings are not always failures. The transaction may have imported successfully, but AccountEdge is telling us something needs review.
Explaining ShopSync
ShopSync is the middleman between Shopify and AccountEdge. We mainly use it to confirm whether data reached the connector and whether it synced to AccountEdge.
Explaining inventory control
AccountEdge should be treated as the source of truth for inventory quantity and value. Shopify can display products, descriptions, and images, but AccountEdge controls the accounting side.
Explaining non-retroactive settings
That setting will affect orders going forward. It will not automatically rewrite older transactions that already synced.
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Quick Rep Checklist for Shopify CallsBefore escalating, confirm these points so the case has enough evidence.
- Is the store linked?
- Is the customer using the correct sync action?
- Are they trying to sync orders or items?
- Did they use Process Web Orders for sales?
- Did the sync summary show successful, warning, or failed?
- Did they open the latest Shopify log?
- What does the bottom of the log say?
- Does the order/product appear in Shopify?
- Does it appear in ShopSync?
- Does it show as synced to AccountEdge?
- Is the issue actually Shopify-only?
- Are required accounts/items assigned in setup?
- Are payments sitting in Undeposited Funds?
- Is the warning related to negative inventory?
- Are duplicate items appearing in the AccountEdge item list after item sync?
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Rep Practice LabSuggested practice tasks for reps using a test store and test company file.
- Create a Shopify order with a customer.
- Create a Shopify order without a customer.
- Create a paid Shopify order.
- Create a payment-due-later Shopify order.
- Process web orders into AccountEdge.
- Review the Sales Register.
- Check Undeposited Funds.
- Create a product in Shopify.
- Sync items into AccountEdge.
- Review the Shopify Logs.
- Open ShopSync and check whether products/orders show as synced.
- Try to reproduce duplicate items after item sync in a test file if reported by a customer.
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Internal coverage auditVerification only.
Purpose: Internal build verification only. This section is intentionally quiet, collapsed, omitted from navigation, and positioned at the very bottom.
- Original meeting source section removed completely from the guide.
- What is Shopify remains at the top of the guide.
- Store Details, Selling Details, Linked Accounts, and Sync Options remain combined into one setup-window reference section.
- Four setup-window screenshots remain embedded for Store Details, Selling Details, Linked Accounts, and Sync Options.
- Escalation trigger retained for duplicate items appearing in the AccountEdge item list after syncing items.
- Scenario wording retained for customer questions about all customers showing the “Shopify Orders” customer card attached to Shopify sales.
- Search remains Enter/Search-button based and does not automatically jump to a random result.
- All guide sections and inner accordion sections remain collapsed by default.