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Level 2

Why can't I map <item> to "Item/Product/Service" in a custom form import?

If I map <item> from my docx to ANY other input (i.e., "customer name" or "company email"), the import works.

 

As soon as I map <item> back to "Item/Product/Service" the import fails.

 

If I map *any* other field (i.e. <total>, <company name> <quantity> to "Item/Product/Description" the import fails.

 

I have:

  • read the best practices PDF
  • cleared browser cache
  • tried it in a different browser
  • made sure it's not in a table header
  • made sure it's in its own table
  • deleted and rebuilt the fields in my docx
  • rebuilt my docx from scratch
  • reimported my docx dozens of times

Video of this happening is here.

 

It'd be kind of neat if I could display an item name on an invoice without wasting an entire day...

5 Comments
Highlighted
QuickBooks Team

Why can't I map <item> to "Item/Product/Service" in a custom form import?

Thank you for posting, @Nefastis.

 

This could be due to the table when creating your form style. You can try to format the tables through excel and then try to paste it on your word document (DOCX file).

 

In case, you're still encountering an error when trying to map the fields, then I suggest reaching out to our Customer Support team. They have the tools to check your account in a secure environment and isolate the error you're having when mapping the fields. 

 

Check the following article on how to contact the QuickBooks Online Customer Support team.

 

Let me know if there's anything that I can help. I'm always here to assist. 

Highlighted
Level 2

Why can't I map <item> to "Item/Product/Service" in a custom form import?

Thanks @MaryJoyD but pasting the tables from Excel produced an identical result: the field marked <item> will display anything EXCEPT Item/Product/Service.

Highlighted
Level 2

Why can't I map <item> to "Item/Product/Service" in a custom form import?

Followup:

Starting with a brand new blank Word doc, dropping in a brand new table from Excel, <item> still won't map properly. #fail

 

Screen recording here.

Highlighted
QuickBooks Team

Why can't I map <item> to "Item/Product/Service" in a custom form import?

Hi Nefastis,

 

Thanks for getting back to us for the details.

 

Since you're still unable to successfully map the item with a new blank Word document, I suggest contacting our support team to verify your QBO mapping. They also have the tools to pull up your account in a secure environment.

 

Here's how to reach them:

  1. Sign in to your account
  2. Click Help.
  3. Select Contact Us.
  4. Type your concern.
  5. Click Let's talk.
  6. Select Get a callback.

I have included this link to understand more about reports and accounting in QuickBooks Online.

 

You can always leave a reply below if there are things that you want us to help. We're always right here to assist. 

Highlighted
Level 2

Why can't I map <item> to "Item/Product/Service" in a custom form import?

Thanks @MariaSoledadG(posting this more for the community than anything else)— I spoke with support, did a screen share, demonstrated the issue, spent 50 minutes on the phone, and baffled my support contact.

 

The case was escalated into the black hole of engineering, which "may get back to me via email." Super.

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