Autofy uses what we refer to as Record Matching to sync your data. (Not sure what Record Matching is? Check out this article.) Because Autofy syncs records using Record Matching, it is very important that you avoid deleting records if at all possible. If a record that has previously synced is deleted from either of your channels and then tries to re-sync in the future, an error may occur. We refer to this as a Record-Matching Error.
Let's walk through an example:
You have been working with your customer Jane Doe for quite sometime and you have a great new opportunity with her. You enter the opportunity in Salesforce and put it in the "closed/won" status. The opportunity has a unique ID of "0123A456789ii". Later that day, you press sync and your opportunity for Jane Doe comes over to QuickBooks as a new Invoice. The invoice has a unique ID of “012345-016789”. These two records are now linked by their unique ID's. Before you go home that night, you realize that the products listed on the opportunity were incorrect so you decide to delete the invoice and start fresh. You adjust the opportunity in Salesforce and run your sync again to create a correct invoice in QuickBooks but you receive an error. The problem is, your Salesforce opportunity with ID "0123A456789ii" has already matched with a QuickBooks record with ID "012345-016789" and since that has been deleted, Autofy does not know where to send your updated opportunity information.
An example Record Matching Error message is below:
Error updating customer Jane Doe [Dated: 7/19/2017]
Object "012345-012345" specified in the request cannot be found. QuickBooks error message: Invalid argument. The specified record does not exist in the list
How to fix a Record Matching error?
If you receive one of these error messages, you will need to contact us at email@example.com so we can delete the "record match" for you. By deleting the "record match", we are essentially removing that record from Autofy's memory. The next time you run your sync for that record, it will not be linked to anything and will instead insert a new record for you.
How to avoid running into these errors?
We said it already, and we will say it again; avoid deleting records if at all possible. We understand there may be circumstances where this is necessary, but we always like to recommend an alternative option such as marking the record as "inactive" or "void." You could potentially even add a custom field into Salesforce that would allow you to check a box indicating that a record should not be used anymore.
Beyond avoiding errors when running your Autofy sync, using alternative methods to avoid deleting records will preserve all of your historical information and it will help keep your data clean.
Have more questions? We're here! Feel free to chat us or send an email to firstname.lastname@example.org.