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Diagnosing and Fixing BigCommerce API Issues Affecting Order Downloads in Webgility Desktop

This article helps Webgility Desktop users identify and resolve issues where orders from BigCommerce stop downloading, often caused by API failures after a store update. It provides step-by-step guidance to diagnose the root cause and apply common fixes.

Steps To Troubleshoot:
  • Update Webgility Desktop application, in the Webgility Dashboard navigate to Help and click on Check For Updates.
  • Once the application has been updated go to Connections then Sales Channels, go to Manage Sales Channels and click on the edit icon under Action Column
  • Verify the Credentials and click on Test Sales Channel Connection.
  • Check the Order Download Settings, Navigate to Connections go to Sales Channels and click on Sales Channel Settings, verify the selected order statuses and order download date.
  • If making any changes in Sales Channel settings click on save & continue and close the Sales Channel Settings.
  • Go to New Orders Tab in Webgility Desktop and click on Get New Orders, the missing orders should download.