Why does NetSuite sync relink a remapped Chargebee customer?

Problem Statement

After you map a Chargebee customer to a different NetSuite customer, or unlink it so sync can create a new NetSuite customer, sync still attaches new invoices, credit notes, and transactions to the previous NetSuite customer internal ID.

Solution

Chargebee stores the Chargebee customer ID in the NetSuite External ID field so it can find that customer on later syncs. If the old NetSuite customer still has that value in External ID, sync can match it and link back to the old internal ID.

To point a Chargebee customer at an existing NetSuite customer internal ID when sync is not relinking, use Record Mapping (Apps > Oracle NetSuite > Manage Record Mapping). For the support CSV templates, see How to map existing customers in Chargebee to existing customers in Xero/QuickBooks/NetSuite?.

Change External ID on the old NetSuite customer before you re-apply a mapping or ask Chargebee support to unlink the customer. You need access to edit that customer in NetSuite.

Steps to Set It Up

Stop sync from relinking to the old NetSuite customer

1. On the old NetSuite customer that should no longer receive sync, open the customer and change External ID so it no longer equals the Chargebee customer ID. Append a suffix such as _old to the current External ID value.
2. Re-apply the mapping in Record Mapping with the Chargebee customer ID and the NetSuite customer internal ID that should receive new syncs.
3. If the mapping still returns to the old internal ID after the External ID change, contact Chargebee support and ask them to re-apply the mapping.
4. Trigger or wait for sync. New invoices, credit notes, and transactions attach to the revised NetSuite customer internal ID.

Unlink so sync creates a new NetSuite customer

1. On each old NetSuite customer that still holds the Chargebee customer ID in External ID, open the customer and change External ID so it no longer equals that Chargebee customer ID. Append a suffix such as _old to the current External ID value.
2. Contact Chargebee support to unlink the Chargebee customer on the Chargebee side so the next sync can create a new NetSuite customer.
3. Confirm that new activity syncs to the new NetSuite customer and does not return to the previous internal ID.

Important Notes

• Changing the mapping changes where new syncs land. Invoices, credit notes, payments, and other documents already synced to a NetSuite customer stay on that customer until you correct them in NetSuite.
• If you map a NetSuite internal ID that is already mapped to another Chargebee customer, the previous mapping is removed. See the existing-customer mapping article.
• Coordinate with your NetSuite team if they must move documents that synced before the customer mapping was corrected.