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Product Syncing Issues with Webgility Online

This article provides troubleshooting guidance for Webgility Online users experiencing product synchronization issues between their sales channel, QuickBooks Online, and Webgility Online. Product syncing errors may occur due to missing product data, incorrect mappings, or connection disruptions. The article outlines step-by-step instructions to refresh product catalogs, verify sales channel and QuickBooks Online connections, reauthorize integrations if necessary, and confirm proper product mapping. Following these steps ensures that product data stays accurate and consistent across all platforms.

Overview:

When products are not syncing correctly between your sales channel and QuickBooks, follow the steps below to troubleshoot and resolve the issue.

Step 1: Ensure Products Are Downloaded from Both Sales Channel and QuickBooks

1.1 Check Product Availability

  • Open the Products section and navigate to the Product Catalog.

  • If items are missing:

From QuickBooks:

  • Go to Sync Settings → Products tab.

  • Select Download from Scratch, then click Refresh.

From Sales Channel:

  • Open the Products section → Product Catalog.

  • Click Refresh Data.

1.2 Download Store Data from Scratch

  • Go to Connection → Preferences.

  • Under Download Products Starting From, select Scratch.

  • Save changes.

  • This will update the full product list from your sales channel.

⚠️ If you experience connectivity issues, revisit the Connection section.

1.3 Reauthorize the Sales Channel Connection

If your sales channel connection is disrupted:

  • Go to Connection → select Reauthorize.

Important: Only reauthorize if your credentials have changed. Do not disconnect and reconnect, as this deletes all previous configurations and requires a complete setup again.

1.4 Verify QuickBooks Connection

Follow the steps in this helpful article on: Troubleshooting Guide for QuickBooks Online and QuickBooks Desktop Connection Issue with Webgility Online

1.5 Verify Product Mapping

  • Confirm that Item SKU matches the Product Name or Item Name/Number (based on your sync criteria).

  • Incorrect mappings will cause sync errors or incorrect quantities.

To check mappings:

  • Click the Auto Matched tab (system-mapped items).

  • Click the Manual Matched tab (manually mapped items).

Step 2: Check the Sync Products Tab

  • Go to the Inventory tab.

  • Review the Sync Products section to identify out-of-sync products.

Step 3: Verify Active Product Location in Shopify and Webgility Online

In Shopify:

  1. Navigate to Settings → Locations.

  2. Click Active Location to confirm the current product location.

In Webgility Online:

  1. Go to Connections → Preferences → Location.

  2. Select the correct Active Location.

  3. Click Save to apply changes.

✅ After completing these steps, try re-syncing your products. This process ensures product lists are refreshed, connections are verified, and inventory mappings are accurate.