Orders not downloading in Webgility Desktop
This article covers all the generic steps that can be followed if the orders are not downloaded in the Webgility application.
Step 1: Check if the orders show up in the Webgility Application
The very first step is to check if the orders are downloaded from the sales channel into the Webgility Application.
To check the same we need to launch the Webgility application and check the New Orders tab.
If the scheduler is running and configured to download and post the orders in QuickBooks automatically, then the orders will show up in the scheduled tab prior to being posted.
To check the scheduler configurations, you can review the following help article:
It may be possible that the missing orders went into the Errors tab and were unable to be posted to QuickBooks.
In that case, please open the order from the Errors tab and check the History tab in the order details to see what the message shows. Below is the reference article for the same:
Step 2: Check the Shopify Sales Channel Connection
To check the Sales Channel Connection, please follow the below help article:
Disclaimer: In any given scenario, please do not disconnect the sales channel and reconnect it in Webgility because this will clear all your previous data and settings.
Step 3: Check the Order Download Settings
Next, we can check the order download settings to make sure that the order status is selected in Webgility to fetch the orders from Shopify
To check the this, please access Integrations> Stores> Settings
Make sure the needed order statuses are selected:
Once the setup is checked and modified, please click on Save and Continue.
Next, we need to set Webgility to get orders from a back-date, this will check for previous orders. You set this up as shown in the screenshots below, then click on Get New Orders:
Make sure the orders are not already downloaded (in case it is an old order) we recommend checking the archive/repository or the posted tab as well.
If you are using the Scheduler, please restart the Scheduler by clicking on the clock icon on the top right-hand side as shown in the screenshot below:
If you are not using the Scheduler and the Scheduler is off, you can manually select Get New Orders.
Step 3: The sales channel is connected but orders don’t show in the Webgility application.
If the Scheduler is running, please stop the Scheduler and access Integrations> Stores> Advanced Settings:
Navigate to the Other tab and under the option Overwrite Shopify Order Download Settings please select the specific order status for which we need to download the orders from Shopify then Save and close.
If you are using the Scheduler, please restart the Scheduler after the above step or if the Scheduler is off you can manually click on Get New Orders.
Step 4: Check the Scheduler Logs (If the Scheduler is running)
To check the scheduler logs, please access C:\Webgility\UnifyEnterprise\SchedulerLog and open the latest ‘Processing Logs’
Please Note: The scheduler logs need to be checked on the computer where the scheduler is running.
For any further queries, please send an email to support@webgility.com You can also navigate to webgility.com to chat with our support team.