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Troubleshooting & FAQs

Short, direct answers to the questions that come up most often. Anything still unclear after reading? support@truebooks.co.uk.

Connection problems

"Reconnect required" on my Amazon connection

This means our SP-API refresh token can no longer mint live access tokens — usually because the authorisation was revoked, the underlying seller-central password rotated, or Amazon-side policy changes invalidated tokens for a class of accounts. Open Settings → Account, click Reconnect on the Amazon row and run through the SP-API authorisation again. Existing imported settlements are not affected.

"Reconnect required" on my Xero connection

Same idea, different vendor. Click Reconnect on the Xero row in Settings → Account. Pick the same tenant when Xero asks. Posted invoices in Xero are unchanged; we just re-establish the live link.

I get sent to Seller Central but the redirect back to TrueBooks loops or fails

The most common cause is third-party cookies being blocked on the browser side, or signing into the wrong Amazon account in another tab. Try a fresh private/incognito window with no other Amazon tabs open. If you see a specific error code in the URL, copy it and email support.

Settlements aren't appearing

I just connected Amazon and there are no settlements

By default we pick up new settlements going forward, not historical ones. To pull in the last 90 days, run a backfill from Settings → Settlement Settings → Automation. There's a full walk-through on the Backfill & 90-day window page.

It's been a while and no new settlement has come in

Three things to check, in order:

1. Has Amazon actually disbursed yet? Settlements are produced at the end of each disbursement cycle, typically every 14 days. If your last cycle is still open, no report exists yet on Amazon's side either.
2. Is the Amazon connection healthy? Settings → Account shows the status. If it's Reconnect required, that's the cause — reconnect.
3. Is the connection ACTIVE but no settlement in TrueBooks despite Amazon clearly showing one in Seller Central? Try a manual backfill with a date range covering the missing settlement. If it still doesn't appear, email us with the settlement ID from Seller Central and we'll trace it.

Some settlements are in but a recent one is missing

Most often, the missing one is still being processed by Amazon. Settlement reports become available a few hours after the disbursement window closes. If 24 hours have gone by and it's still not showing, open the Seller Central All Settlements page and check whether the row exists there. If it does and TrueBooks doesn't have it, run a backfill covering that date range.

Posting problems

Xero rejects my post with a tax-type error

Xero's UK tax types use an OUTPUT/INPUT suffix on rate codes — for example, zero-rated income is ZERORATEDOUTPUT, not ZERORATED. If your mapping has the wrong-side variant, Xero refuses the invoice. Open Accounts & Taxes, find the offending row, and pick the *OUTPUT code for income lines or *INPUT for expenses. There's full background on UK VAT & MF orders.

I see two AUTHORISED invoices for the same settlement in Xero

This shouldn't happen on current TrueBooks — the posting service voids any existing match before posting and reuses the lowest existing invoice number on a repost. If it has happened on an older account, run the Xero Integrity Tools from Settings → Account. The dry-run mode shows you what it would void; the live run consolidates duplicates and reconciles your TrueBooks records to match.

Posted total doesn't match my Xero deposit by a few pence

Two normal causes:

1. Rounding dust. TrueBooks groups lines by category and drops sub-half-pence amounts to keep the invoice clean. If you sum every line you can occasionally see a 1p shift — well within normal rounding tolerance.
2. FX conversion. If your Xero org base currency differs from the settlement currency, Xero applies a daily rate to convert to base. The settlement total in the source currency will reconcile to the penny; the base-currency posted amount may differ.

If the difference is more than a few pence, that's worth investigating — open the settlement in TrueBooks, use Preview to see the line breakdown, and reconcile against Xero. If something genuinely doesn't tie, send us the settlement ID.

VAT & numbers

My VAT return doesn't match the VAT Audit page

The VAT Audit page shows what TrueBooks would expect your VAT figures to be based on the imported settlements, broken out by category × rate. Real-world returns can differ for legitimate reasons — manual adjustments in Xero, non-Amazon sales, prior-period corrections. Use the audit page as a sanity check, not as the canonical filing figure. If a category looks materially off (rather than a few pounds), see UK VAT & MF orders for the cross-border limitation that's the most common explanation.

Why are some sales showing zero VAT?

Those are Marketplace Facilitator orders — Amazon collected and remitted the VAT on your behalf. They appear as zero-rated income in your books because you didn't collect the VAT yourself. Full background on the MF page.

Account & billing

How long is the trial?

7 days from sign-up. You can post settlements during the trial just like a paid account. If you don't subscribe before it ends, the workspace is paused (read-only) — your data stays put, you just can't post new settlements until you upgrade.

Can I extend the trial?

Email support@truebooks.co.uk. We're flexible on this for accounts mid-evaluation.

How much does TrueBooks cost?

TrueBooks runs on a simple elastic plan that starts at £9.99/month and steps up only when your order volume crosses into the next tier. You're never charged for capacity you aren't using, and you never need to pick a plan up front — TrueBooks measures the orders that flowed through your settlements that month and bills the matching tier automatically.

The effective cost-per-order figure on the right is the worst case at the top of each tier — sellers running near the floor of a tier pay proportionally less. There's no per-settlement charge, no marketplace cap, and no setup fee; tier pricing covers everything TrueBooks does for the workspace, including unlimited Xero postings, every connected marketplace and every backfill you run. Cancellation is one click from Settings → Billing; downgrades to a lower tier the following month if your volume drops.

Still stuck?

Email support@truebooks.co.uk. The more specific the detail (settlement ID, exact error message, which page you were on), the faster we can land on the right answer.