What Happens to Your Sales Data While an Integration Is Disconnected

While an integration is disconnected, your store can keep taking orders, but Kintsugi isn't seeing them. That creates a gap between what actually happened on your platform and what shows up in Kintsugi.

The gap itself doesn't corrupt anything, but it does mean two things stop happening for that window: your sales data isn't feeding Kintsugi's nexus and liability tracking, and any orders in that window may not appear in your filings unless the gap is specifically closed.

Orders placed while your integration is disconnected aren't automatically lost, but they also aren't automatically caught up in full once you reconnect. Reconnecting resumes syncing going forward, but it doesn't guarantee every order from the gap gets pulled in on its own.

Here's what that means for your tax picture, and what to do about it.

What Reconnecting Actually Does (and Doesn't Do)

In other words: reconnecting fixes the connection, but it doesn't always fix the gap by itself. If orders were placed during the disconnected period, don't assume they've been backfilled just because the integration shows "Connected" again. You have to confirm it (see the How to Check Whether the Gap Was Closed section).

Does Tax Collection Stop at Checkout Too?

It depends on your platform, and this trips a lot of people up:

• If Kintsugi calculates tax at your checkout (for example, as your active tax app), a disconnection can mean tax isn't being calculated correctly on new orders during that window.

• If Kintsugi's role is read-only (for example, syncing completed order data from Shopify rather than calculating checkout tax itself), your storefront keeps charging whatever tax it's configured to charge on its own, and Kintsugi being disconnected doesn't turn that off. But Kintsugi also isn't recording those orders, so they won't show up in your liability or filings until the gap is closed.

Either way, orders that are already completed during the disconnected window can't have tax added or corrected after the fact at checkout. The fix at that point is making sure the order data itself reaches Kintsugi, not re-charging the customer.

Why This Matters for Filings and Nexus

Kintsugi's nexus tracking and filing totals are built from the transaction data it receives. A sync gap means that data is temporarily incomplete, which can lead to:

• Understated nexus exposure. If enough orders during the gap would have pushed you over a state's economic threshold, Kintsugi may not reflect that until the gap is closed.

• Filings that don't match your actual sales. A filing generated while data was missing won't include those orders unless they're added afterward.

This is exactly why it's worth confirming the gap is fully closed rather than assuming the reconnection handled it.

How to Check Whether the Gap Was Closed

1. Note the approximate date range your integration was disconnected.

2. Once reconnected, check your Transactions page for that date range and compare the order count to what you'd expect from your store's order history for the same period.

3. If orders are missing from that window, don't wait for them to appear on their own; reach out to us so we can manually reconcile the gap.

Common Scenarios

If the gap was short (a few hours). Most short gaps close automatically as normal syncing resumes. In this case, there's usually nothing to reconcile manually.

If the gap was several days or longer. Longer gaps are more likely to need a manual backfill. Reach out with your disconnect and reconnect dates so we can pull in what was missed and correct any affected filings.

If a filing was generated or approved during the gap, it may need to be reviewed after the missing data is added. Contact us before assuming a later filing will automatically correct the discrepancy.

If you're not sure whether you were ever actually disconnected. See "How to Tell If Your Integration Is Actually Syncing."

FAQs

Q: Will my missing orders show up automatically after I reconnect?

A: Not always. Reconnecting restores the sync going forward, but orders from the disconnected window aren't guaranteed to backfill automatically. Check your Transactions page for the gap period to confirm.

Q: Did my customers get charged the wrong tax during the disconnect?

A: It depends on your platform and setup. If Kintsugi calculates tax at checkout, a disconnect can affect that. If Kintsugi only syncs completed order data, your storefront's own tax settings kept applying regardless of Kintsugi's connection status. Either way, we can't retroactively change what a customer was charged on a completed order.

Q: Can you backfill the missing transactions for me?

A: Yes. Reach out through live chat with the approximate dates your integration was disconnected, and we'll reconcile the gap manually.

Q: Does a disconnect mean I underpaid or underfiled without knowing it?

A: It's possible if enough orders during the gap weren't reflected in your nexus tracking or a filing. This is exactly why we recommend confirming the gap is closed rather than assuming it self-corrects.

Q: How do I know if I'm currently disconnected right now?

A: Check your Data Sources page for the integration's status. If you're unsure whether "Connected" actually means data is syncing, see "How to Tell If Your Integration Is Actually Syncing."

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