FAQ
The tags, screens, and operational steps most merchants use when something fails or needs to be retried.
Which tags control processing?
- hacienda_reprocess, ticosync_reprocess, hacienda_retry, or ticosync_retry reattempt the main document flow.
- hacienda_reprocess_nota reattempts only the credit note when the original document is already accepted.
- ticosync_resend resends already-generated customer documents without rebuilding them.
Where should I look when a document fails?
- The TicoSync status block on the order is the fastest order-level view.
- The Analytics page shows rejected orders, rejected credit notes, unprocessed orders, and orders that need review.
- Shopify order tags and Hacienda metafields show what type of document exists and whether it was accepted or rejected.
- Server logs usually contain the raw Hacienda rejection message and are still the best source for schema or tax detail errors.
What should I fix before retrying?
- Customer identity such as cedula or export Tax ID/Passport.
- Product CABYS data.
- Shopify HS code for export goods.
- Whether the fulfilled items and quantities match what should be invoiced.
How do retries behave?
- If the live Hacienda status for the existing clave is anything other than rechazado, TicoSync does not create a new clave.
- If the main document is already accepted but the credit note is rejected, generic reprocess clears and rebuilds only the note.
- hacienda_reprocess_nota is the safest explicit tag when only the note needs to be rebuilt.
How do I resend customer documents?
- Apply ticosync_resend to the order.
- For FE and accepted credit-note flows, the resend includes the stored PDF and XML attachments.
- For FEE, the resend sends only the stored PDF.
Typical Recovery Sequence
Find the rejected order, inspect the Hacienda error, fix the underlying customer or product data, apply the correct retry tag, and then confirm the updated status in the TicoSync order block or Analytics page.