Cin7 incident

Cin7 Core customers integrating Avalara and Xero are getting the error "Tax rule Exempt Sales is not applicable for sales" when authorizing sale orders

Minor Resolved

Cin7 experienced a minor incident on May 27, 2026 affecting Cin7 Core (Core: Cloud (dearsystems.com)) and Cin7 Core (Core: B2B Portal) and 1 more component, lasting 5d 22h. The incident has been resolved; the full update timeline is below.

Started
May 27, 2026, 09:41 PM UTC
Resolved
Jun 02, 2026, 07:52 PM UTC
Duration
5d 22h
Detected by Pingoru
May 27, 2026, 09:41 PM UTC

Affected components

Cin7 Core (Core: Cloud (dearsystems.com))Cin7 Core (Core: B2B Portal)Cin7 Core (Core: Warehouse Management (WMS))Cin7 Core (Core: Point of Sale (POS))Cin7 Core (Core: Manufacturing (MES))Cin7 Core (Core: API)Cin7 Core (Core: 3rd Party Integrations)Cin7 Core (Core: Help Center)Cin7 Core (Core: 2FA)

Update timeline

  1. identified May 27, 2026, 09:41 PM UTC

    A fix is being worked on for this issue.

  2. identified May 27, 2026, 09:49 PM UTC

    As a temporary workaround, please update the tax type on the **“Exempt Sale”** rule to **“Tax on Sales.”** To help prevent this setting from reverting before the fix is released, we recommend reducing the frequency of Xero syncs where possible. If auto-sync is enabled, consider temporarily disabling it and using manual syncs only. Please note that running a sync may reset the tax type setting. If this occurs, you’ll need to reapply the change before creating any additional sales orders.

  3. identified May 28, 2026, 12:09 PM UTC

    We are continuing to work on a fix for this incident.

  4. identified May 31, 2026, 09:40 PM UTC

    We are continuing to work on a fix for this issue.; Meanwhile there is a workaround for customers where the tax type can be changed to "Tax on Sales" and by reducing the frequency of syncs with Xero, ideally via manual sync at longer intervals to avoid the tax type being over-ridden by Xero

  5. monitoring Jun 01, 2026, 01:14 PM UTC

    We implemented a fix and are currently monitoring the result.

  6. resolved Jun 02, 2026, 07:52 PM UTC

    This incident has been resolved.