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Lightspeed FAQs

Lightspeed FAQs

Q: What causes 'Outlet not found error'?.

A: This happens when a location that is mapped between Core and Lightspeed is deleted from the Lightspeed side. In Cin7 Core, download the locations again, the deleted location will be crossed out. Now you will be able to list the product on Lightspeed successfully. You can also delete the location in Core.

Q: Recently, a single transfer update transaction that was completed in Cin7 Core to update stock for five (5) SKUs was successfully completed for only four of the SKUs in Lightspeed (while all five were successfully updated in Cin7 Core). We would like to know why Lightspeed did not completely update all SKUs for that particular transaction.

A: There is probably a mapping problem with the SKU that was not successfully updated. Make sure that the Cin7 Core and Lightspeed SKUs are the same – you can check them in Cin7 Core and Lightspeed. If the SKUs do not match, use the Unlink action on the product in Cin7 Core and relist it to Lightspeed.

Q: I have products that show a supply price in Lightspeed but not the average cost value, which we used for valuation purposes and COGS. How do I refresh the average cost for these products from Cin7 Core to Lightspeed?

A: If your products were bulk-listed from Cin7 Core to Lightspeed, the average cost should have been updated in Lightspeed. Subsequent changes in average costs in Cin7 Core are not pulled into Lightspeed though. If the average costs are not updated in Lightspeed during the bulk listing process, check that the Cin7 Core products are linked to the correct products in Lightspeed (you can do this from the Additional Descriptions tab on the Product page).


If you find incorrectly linked products, remove them from the Lightspeed Integration page in Cin7 Core before adding them back again.

Q: I'm encountering errors with a few products when uploading them from Cin7 Core to Lightspeed. It's particularly odd since the products were all created simultaneously. Please advise.

A: Based on the error log, it seems that these products are variants or belong to families in Lightspeed but are defined as simple products in Cin7 Core. You will not be able to upload them to Lightspeed if this is the case.

Q: I'd like to download my suppliers from Lightspeed. However, I'm being prompted to enter a tax rule for purchases before I can do so. Where can I set this tax rule?

A: An active tax rule for purchases is required prior to downloading suppliers from Lightspeed. You can set this rule in Settings > Reference Books > Taxation Rules.

Q: If I add a variant to a product in Lightspeed, will this be enough to ensure that the products are taken out of Cin7 Core when bought?

A: Cin7 Core fully supports product families or variants in our integration with Lightspeed. You can create products with variants in Lightspeed, download your catalogue to Cin7 Core and link your products (including those with variants) with Cin7 Core products.

Q: When we complete an inventory count/adjustment in Lightspeed, it pushes it through to Cin7 Core, but Cin7 Core does not complete it. We have to go in and manually complete the adjustment. If we don't catch it and complete it straight away, it causes issues with our inventory being off. Is there a way for Cin7 Core to complete the adjustment automatically?

A: If the stock adjustment is marked as complete in Lightspeed, it should be imported to Cin7 Core and reflected as stock adjustment. However, Cin7 Core will only automatically complete adjustments in the following cases:

  • All products being adjusted are existing and active in Cin7 Core. If a product in adjustment does not exist, has been deleted, or is not active (deprecated) in Cin7 Core, automatic adjustment will fail.

  • All products in adjustment don't utilise non-FIFO costing methods. This is because batch-related information is NOT available in Lightspeed. If a product in adjustment utilises a non-FIFO costing method, automatic adjustment will fail.


Q: Does Cin7 Core integrate with both Lightspeed and Xero together? My client is using Unleashed and Xero currently and wants a POS option, and Lightspeed is generally the best option available when using Xero. Unleashed and Lightspeed integrate, but Unleashed is quite expensive, and so I am looking for an equivalent system that allows manufacturing abilities but also talks to Xero.

A: Cin7 Core does integrate with Xero and Lightspeed together. We suggest that you speak with one of our sales team to discuss the best options for your requirements. Feel free to utilise the two-week trial to test and see if our system suits your business needs before committing.

Q: I was thinking of changing my Lightspeed integration to Daily Consolidation, but it seems that Returns and Refunds for walk-in sales are not supported by Daily Consolidation mode. So because we do returns through a walk-in customer, does that mean we won't be able to do daily consolidation? Or will it just separate the returns rather than consolidating?

A: Currently, returns are catered to in Cin7 Core via Credit Note functionality, so for every return, a credit note is created for the corresponding invoice. If you choose Daily Consolidation, the returns will not be allocated as credit notes to the consolidated invoice. Thus, daily consolidation is not recommended if you regularly deal with customer returns.

Q: I am in the process of implementing Cin7 Core with Lightspeed to an existing Xero account. Just wanting to clarify the process flow between Lightspeed and Cin7 Core and into Xero. When a sale is made in Lightspeed, the order is created in Cin7 Core and, once fulfilled, the invoice is sent to Xero. I want to confirm if there will be any transactions going directly from Lightspeed to Xero, or if they all will be going from Lightspeed to Cin7 Core and then into Xero.

A: The integration should work as you describe, that is, Lightspeed should not be connected to Xero directly, and all transactions should first be imported into Cin7 Core and subsequently synced to Xero. This includes customer invoices, payments, credit notes, stock adjustments, etc. No transactions will go directly from Lightspeed to Xero.

Q: I'm still working on getting the hang of this new workflow. We entered in some new products that are composites. I pushed the list up to Lightspeed yesterday, but the composites didn't go through, only their parts. So I checked on it today, pushed the catalogue listing again, and now I have duplicates? For some reason, the system pulled all the dashes out of the handle (SKU?) and created a duplicate of each. Any ideas?

A: When Cin7 Core lists products to Lightspeed, it has to generate a unique handle. Currently, the only way to do this is to strip all non-alphanumeric characters from the Cin7 Core product SKU. If you already have these products in Lightspeed with different handles, this will create duplicates. You can remove duplicates from Lightspeed and simply download the catalogue to Cin7 Core again to re-establish correct mapping to Cin7 Core products.

Note that due to limitations in the Lightspeed API, it is not possible to create composite products correctly in Lightspeed via API (it is not possible to associate components with the composite product). If you need to have composites in Lightspeed, it is required to create them directly in Lightspeed before downloading the product catalogue to Cin7 Core. The correct Bill of Materials will then be created in Cin7 Core for the Lightspeed composite product.

Q: I have just been loading products from Cin7 Core to a Lightspeed store for a client and received the following error: Failed to execute a call to Lightspeed after 3 attempts. How do I resolve this error? Do I need to reload all products in order to get all my products listed in Lightspeed?

A: This error means that Lightspeed imposed throttling on API calls due to an ongoing activity in Cin7 Core (we try to wait as specified by Lightspeed but some other parallel process was probably running on your store which blocked the listing process). Try to load the products again. To increase chances of success, you can reduce the number of products to be listed at the same time by specifying filters for family, tag or category.

Q: A client of ours has a sale in Lightspeed, which was not reflected in Xero. On further investigation, this sale was pending in the integration with Lightspeed. Any idea why?

A: Try to delete the pending sale entry from the Cin7 Core Lightspeed log and reload it from Lightspeed. The most likely reason for the failure is that there might be a collision as a Cin7 Core product with the same SKU/name might be linked to another Lightspeed product (not the one sold), which prevents the sale from being correctly captured by Cin7 Core. You can unlink any product from Cin7 Core Lightspeed catalogue (not remove, just unlink) and reload the sale from Lightspeed.

Q: We are running a promotion at stores where we are sending customers gift vouchers (not gift cards) – they do not pay us for these. When it comes to mapping the Lightspeed payment type for Voucher to QuickBooks Online, what are the available accounts that can be mapped to? We would prefer an expense account, but that doesn't seem to be an available option from the dropdown menu.

A: In QuickBooks Online, an expense account can't be used to accumulate payments. You can create a separate bank account for the vouchers and then just write off the balance to an expense account.

Q: I am trying to apply a Gift Card liability account to a Lightspeed integration but I do not have any items in the dropdown menu to select from. I've created the account in QuickBooks Online under Current Liabilities > Other Liabilities, as well as other combinations with no luck. Could you please advise on the COA setup required for the GC liability?

A: Unfortunately, QuickBooks Online has certain limitations in regard to accounts usage. A workaround would be to create a Credit Card type account for Gift Cards Sold and select it as a Gift Card liability account in Cin7 Core, then create a Bank type account for Gift Cards Redeemed and select it as a gift card payment method. Then each month, you can make a transfer to move the balance from Gift Cards Redeemed bank account to Gift Cards Sold Credit Card account. Gift cards from eCommerce are reflected as additional charges on a sales invoice.

Q: When listing products on Lightspeed, Lightspeed uses the Supplier Product Code as the handle, leading the products and variations to be grouped incorrectly. Within Cin7 Core, each product and variation has a unique product code and barcode as well as a product description. Why is the Supplier Product Code used as the method for grouping the product?

A: Generally, supplier product codes are not exported to Lightspeed and used in the integration at all.

Q: Do my prices have to be tax exclusive? If so, will I need to change all my product prices when importing from Lightspeed to Cin7 Core? Would this have to be done via the CSV file? Or will Cin7 Core pull the products over and take the tax off accordingly?

A: Your prices in Cin7 Core should be tax exclusive. This can be done on the CSV file under the price tier column. Make sure you enter the amounts exclusive of taxes.

Q: If I have my Cin7 Core prices as tax exclusive, how do I make this work with Lightspeed being tax inclusive? I tested adding a product from Cin7 Core to Lightspeed with a Tax exclusive price and when in Lightspeed it has that price but set as Tax inclusive. So my price is then wrong in Lightspeed as it’s not then adding on the tax; so how do you suggest I work around that? Our retail prices have to be inclusive on our barcodes/advertised prices as I cannot change Lightspeed to be exclusive.

A: Please read through this article: Lightspeed integration. As stated in the article regarding the Sale Price Tier: 'Sale Price Tier – This setting determines which Product Price Tier to use in Cin7 Core when publishing products from Cin7 Core to Lightspeed. Prices used within Cin7 Core MUST be tax exclusive. Otherwise, incorrect tax calculations within Sale Orders might subsequently be imported to your accounting application'.

Please ensure prices used within Cin7 Core are tax exclusive before publishing your products. Whether your Lightspeed store is tax exclusive or inclusive depends on your country – stores in the USA and Canada are tax exclusive while those in New Zealand, Australia and the UK are tax inclusive. Thus, if your store is tax inclusive, you need to create a separate Price Tier with tax inclusive pricing and assign it to your Lightspeed store.

Q: Once we are integrated with Cin7 Core, will we still be able to do transfers through Lightspeed and will it then update Cin7 Core stock levels with the transfers?

A: Yes, on the Lightspeed Integration page in Cin7 Core, you can set Cin7 Core to automatically import stock operations from Lightspeed. Turning on this option will enable the periodic polling of Lightspeed stock operations and their automatic import into Cin7 Core.

Q: Can Shopify still be linked with Lightspeed until I have stock levels in Cin7 Core and allow Cin7 Core to update Lightspeed stock levels?

A: Yes, you can keep them linked but you need to set a cut-off date for when your inventory in Cin7 Core is 100% correct. You can then unlink Shopify from Lightspeed, connect Cin7 Core and Shopify, and update the stock level in Shopify from Cin7 Core. On both the Lightspeed and Shopify Integration pages in Cin7 Core, you can set Cin7 Core to update the sales channel. You can have this set for Lightspeed, once Lightspeed and Cin7 Core have the same quantity. Linking Cin7 Core with Shopify can be done when you are confident of the stock level figures in Cin7 Core. Pay attention to unique SKUs in Lightspeed and Shopify, as all linking is done using SKUs.

Q: In regards to our Lightspeed and Shopify integration, currently our products in Lightspeed and Shopify have the same SKUs. Is this ideal?

A: Yes, this is correct. Shopify and Lightspeed SKUs must match.

Q: Most of our products have synced over from Cin7 Core to Lightspeed by 'listing them in the catalogue'. However, I have a couple more items that we want to add to the Lightspeed app on our iPad, but it's not showing up on the Lightspeed app's Products Page. I've tried updating the item in the Cin7 Core catalogue and I've tried refreshing and syncing the Lightspeed app. Is there anything else I can try?

A: Check in the Lightspeed Admin UI if you can search for this SKU or name. If not, contact Lightspeed support to help you find it. On our end, we suggest completely unlinking the entire Lightspeed catalogue and then re-downloading it from Lightspeed. In this case, new links based on SKUs/handles will be re-established. Otherwise, you can use the Unlink action on a particular item in the Cin7 Core Lightspeed catalogue to remove mapping to this Lightspeed handle and then re-list it again from Cin7 Core.

Q: Could you please help explain when the COGS journals are posted to Xero? At what stage of the transactions? I am trying to reconcile all of our accounts and none of the figures are tallying up with what Lightspeed thinks they should be. Any notes you can provide to help me understand the what and when between Cin7 Core and Xero?

A: Xero is not supposed to record the COGS as of the invoice date. Cin7 Core pushes COGS transactions to Xero as manual journals, and the date would be the shipment date in both systems. Xero will record COGS only if the inventory tracking is enabled in Xero, but Cin7 Core does not support this and requires inventory tracking to be turned off in Xero at all times. Regarding the Lightspeed figures, there might be shipping date discrepancies as well as difference in costs used but we can't really tell. As far as Cin7 Core is concerned, we use the actual costs entered into Cin7 Core, not Lightspeed costs.

Q: Can Cin7 Core accommodate gift cards purchased and used through Lightspeed?

A: Yes, Cin7 Core can do this.

Q: When a stock PO is received in Cin7 Core, is a creditor invoice also created in Xero?

A: You need to authorize a purchase invoice – this is a bill that will be synced to Xero. To push all transactions to Xero, you need to click on the Sync Now button in Cin7 Core.

Q: Should stock POs be received in Lightspeed, or do they have to be received in Cin7 Core?

A: This needs to be completed in Cin7 Core, which can then update stock levels in Lightspeed.

Q: Are there automatic stock level alerts?

A: Cin7 Core has a smart reordering feature that allows forecasting of future product sales and generating of email alerts to reorder products from your suppliers. You can track inventory levels for each of your locations and configure the Inventory Velocity Report to run at scheduled intervals so that you can be kept informed when there is a need to reorder a product. For more information, see Smart Reordering.

Q: Is there a stocktake form? How are stocktakes completed?

Yes, Cin7 Core has a special module for stocktakes. Please check out this video for more details:

Q: Are there audit logs to see which user changed information within the system?

A: Cin7 Core has audit logs for purchases and sales, where you can track order updates, stock takes, adjustments and transfers by user.

Q: Can you generate and print your own barcodes?

A: We do not have a barcode generation function but you can assign your own barcode for each product. We also support barcode scanners. More details are covered in this video:

Q: I don't want every Lightspeed sale coming in as a single order into Cin7 Core. Why did Cin7 Core capture a sale in Lightspeed as a single sale order even though I didn't make any changes in the integration settings. Daily Consolidation was the initial setup from the beginning.

A: Even if Daily Consolidation is selected, On Account sales from Lightspeed will be loaded as single orders.

Q: Sales from Lightspeed were normal sales, should have been pulled in as normal general sales but they were pulled in as advanced sales (multiple fulfilments). No credit notes were created on their end, the software generated them, and the entire sale should have come through as one invoice. Could you check what happened on the backend? What triggered it, and how was this created?

A: This happens when you process Exchange in Lightspeed (when processing a credit note, you also add new items to sell to the customer in the same return). This is processed in the way you see it now. In case of multiple returns for consolidated sales, a second return processed on another day will also convert the sale into a new advanced sale as multiple credit notes are allowed per single consolidated order.

Q: I have a few orders with Status=Picking in Cin7 Core, even if Pick, Pack and Shipping mode is set to auto-pick and Lightspeed reports these orders as having been completed. Why is this so?

A: If there is not enough stock of a product, the order status will remain at Picking, since the order cannot be fulfilled. This may lead to discrepancies in the sales reported by Lightspeed and those in Cin7 Core. These discrepancies will be addressed as soon as stock becomes available and the pending orders are processed.

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