Product Syncing Issues with Webgility Online
Let’s review the general steps that can be followed if the products are not synchronizing.
Step 1:
Check if the Products show up in the Webgility Application
The first step is to ensure the products are downloaded in the Webgility from the Sales Channel and QuickBooks. To do this, please go to Products> Products Catalog.
If items are missing in Webgility from QuickBooks, you should refresh the items list from scratch. To do this, please go to Sync settings> Products> Download from Scratch and click on the ‘Refresh’ button.
If the items are missing from the sales channel, go to Products> Products Catalog and then click on the ‘Refresh Data’ button.
If you have a Shopify sales channel connected, you can download items from ‘Scratch’ by accessing Connection> Preferences and select the option from ‘Scratch’ under ‘Download Products Starting From’.
This would refresh the item list from the sales channel.
If you experience connectivity issues with the sales channel, please click on 'Connection'.
Click on ‘Reauthorize’ to reconnect the sales channel.
Note: Complete this step only if the 'Sales Channel Credentials' are changed on the sales channel, causing Webgility to lose its connection.
IMPORTANT: do not disconnect the sales channel and reconnect in Webgility as it will clear all previous data and settings. If this is done then all sales channel configuration settings will need to be redone.
To check the QuickBooks connection, please refer to the steps below:
A). Connection with QuickBooks Online
If you are connected to QuickBooks Online, the connection usually remains intact unless the QuickBooks credentials or company file name are changed.
In both the above scenarios, you can disconnect and reconnect (not recommended to be done frequently) QBO, but if the name of the company file changes then the configuration in Webgility will get reset upon reconnection.
B). Connection with QuickBooks Desktop
To use the Webgility Extension with QuickBooks Desktop, it should be up and running on the computer where QuickBooks Desktop is installed and should be referencing the correct QuickBooks Company File Location. You can find the icon in the system tray at the bottom right side of the Windows Taskbar.
If the icon is not showing, you will need to launch Webgility and then right-click on the Webgility Extension icon and click on 'manual sync now'.
NOTE: The Webgility Extension icon times out due to inactivity after a couple of hours. Therefore, you will need to perform a 'Manual Sync' to reactivate the extension.
If you need to verify the QuickBooks connection, you can use the 'Reconnect to QuickBooks' option and match the company file path/location to ensure that QuickBooks is open from the same path/location that is entered in Webgility.
To check the path from where the QuickBooks file is currently open, please open QuickBooks and press the ‘F2’ button (in some cases you may need to try fn+F2) to view the path.
Step 2:
Verify Matching / Mapping of the item causing sync issues
Please make sure that the item SKU matches the Product Name or the Item Name/Number according to the set criteria, otherwise, it will not sync. If an item is mapped incorrectly, it will either not sync the correct quantity or generate an error.
To verify matching items, click on the ‘All status’ dropdown and select the ‘Matched’ option.
To check the ‘Mapped Items’ please click on ‘All status’ drop-down and select ‘Mapped’.
To check the mappings and remap the products, please check the below help articles: Click here
Step 3:
Check the ‘Sync Products’ tab
The next step is to check the ‘Inventory’ tab to find the out-of-sync products.
Please refer to the following details regarding the sync products tab. More information can be found in this article.
If you have any questions or need more help, please contact our support team.