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Post to QuickBooks failed due to there is an invalid reference to QuickBooks Customer due to Special Character in Customer Name

This issue can occur when posting orders from Webgility Desktopto QuickBooks Desktop, if a customer’s name or company name contains special characters such as apostrophes, commas, or symbols. These characters can prevent Webgility from correctly matching the customer record in QuickBooks, resulting in a “Customer not found due to special character” error. This article explains why the issue occurs and provides step-by-step instructions to correct the customer name and refresh your QuickBooks data so orders can post successfully.

Issue Description:

When attempting to post orders into QuickBooks (QB), if you encounter an error stating, "Customer not found due to special character." This error typically occurs when a special character, such as an apostrophe ('), is in the customer's name or company name.

Reason:

The error occurs because QuickBooks and Webgility Desktop are unable to correctly match the customer if there is a special character in the customer’s name, as special characters can interfere with the data matching process. For instance, if a customer’s name is O’Connor, the apostrophe (') might prevent Webgility Desktop from finding the correct record in the QuickBooks posting process.

 

Troubleshooting Steps:

Step 1: Remove the Special Character from the Customer Name in QuickBooks

  • Open QuickBooks and navigate to the Customer Center.

  • Find the customer record that is associated with the order that failed to post.

  • Open the customer details and check if the special character (such as an apostrophe, comma, or symbol) is present in the customer’s name.

  • Edit the customer name by removing the special character.

  • Save the changes to the customer record in QuickBooks.

 

Step 2: Redownload the QuickBooks Customer Data

Now that you’ve removed the special character from the customer name, you need to update the customer data in Webgility Desktop. Kindly refer the below mentioned article for the same

How to Download the Latest Accounting Data from Scratch - Webgility Desktop

Step 3: Repost the Order to QuickBooks

After downloading the latest QuickBooks customer data, you should be able to post the order to QuickBooks without encountering a special character error.

  1. Go back to the Orders section in Webgility Desktop.

  2. Locate the order that was previously failing to post.

  3. Try reposting the order to QuickBooks.

Step 4: Verify the Customer and Order in QuickBooks

  • After successfully reposting the order, open QuickBooks and check the customer’s record to verify that the order is reflected under the correct customer.

  • Verify that the customer name has been updated correctly (without the special character) and that the order has been successfully posted.

By following these steps, you should be able to resolve the "Customer not found due to special character" error and successfully post your orders to QuickBooks.