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eBay Orders Are Not Downloading in Webgility Desktop

Use this article to troubleshoot issues where new orders from an eBay store are not downloading into Webgility Desktop. eBay orders may not download because of an outdated Webgility Desktop version, an issue with the eBay connection, incorrect order-download settings, order status filters, scheduler issues, or a specific order that needs to be downloaded manually. Follow the troubleshooting steps below in order.

Symptoms

You may experience one or more of the following:

  • New eBay orders are not appearing in Webgility Desktop.
  • Orders are not downloading automatically through the Scheduler.
  • Orders from a specific date range are missing.
  • Certain order statuses, such as unpaid or shipped orders, are not downloading.
  • The eBay connection test fails.
  • Orders appear to be skipped during the download process.

Troubleshooting Steps

1. Check the New Orders and Scheduled Tabs

Open Webgility Desktop and check the New Orders tab.

If the Scheduler is running, orders may initially appear under the Scheduled tab while they are being processed.

Also check the Errors tab for any failed orders and review the error message.

If the orders are already present in New Orders, Scheduled, Posted, Archive, or Repository, they may not need to be downloaded again.

2. Update Webgility Desktop

Make sure Webgility Desktop is running the latest available version.

Go to:

Help > Check for Updates

If an update is available, click Update and follow the on-screen instructions to complete the installation.

It is recommended to take a Webgility database backup before proceeding with the update. After the update is complete, verify the installed version from Help > Terms and Privacy.

For detailed instructions, refer to:

Update Webgility Desktop Using Check for Updates Option

If Webgility is installed on multiple machines, make sure the machines involved in the sync process are updated as well. An outdated installation can cause order-download and synchronization issues.

 

3. Test the eBay Connection

Verify that the eBay connection is working correctly.

Go to:

Connections > Sales Channels > Manage Sales Channels

Locate the affected eBay store and click the Edit icon.

Select Test Store Connection.

The connection test should complete successfully. Webgility's Help Center recommends using the Test Store Connection option to verify that the integration between Webgility Desktop and the connected sales channel is functioning correctly.

If the connection fails, review the eBay authorization and credentials and reauthorize the store when required.

For detailed instructions, refer to:

How to Test Your Store Connection in Webgility Desktop

Important: Do not disconnect and reconnect the store unnecessarily. Reconnect or reauthorize the store when the connection test indicates that it is required.

4. Verify the Order Download Settings

After confirming that the eBay connection is working, verify the order-download settings.

Go to:

Connections > Sales Channels > Sales Channel Settings

Review the following:

  • Order download date
  • Order status filters
  • Any other applicable order-download filters

Make sure the selected statuses include the types of eBay orders you expect Webgility to download. For example, if unpaid or shipped orders are missing, verify that those statuses are enabled for download.

If the missing orders are older than the current download date, adjust the date range so Webgility can retrieve them.

5. Check the Historical Order Download Setting

If older eBay orders are missing, review the setting that controls how far back Webgility can download orders.

Go to:

Connections > Sales Channels > Advanced Settings > Application > Order Settings

Look for the option:

Do not download orders older than

Review the number of days configured for this setting.

Make sure the missing orders fall within the configured download timeframe.

6. Manually Download the Missing Orders

After verifying the settings, manually initiate an order download.

Download a Specific Order by ID

If you need to retrieve a specific order, you can manually download it using the order ID.

From the Dashboard:

  1. Click on the Dropdown beside "Get New Orders."
  2. Select Order by ID.
  3. Enter the missing eBay Order ID.
  4. Click Add.
  5. Click Get Order.

Webgility will attempt to retrieve the specified order.

Download Orders by Date Range

If the missing orders are from a specific period, use the Get New Orders by Date Range option.

From the Dashboard:

  1. Select Get New Orders.
  2. Select the Date Range option.
  3. Enter the required start and end dates.
  4. Start the order download.

Webgility will attempt to retrieve orders within the selected date range that meet the configured download criteria.

7. Restart the Webgility Scheduler

If manual downloads work but automatic downloads are not occurring, restart the Webgility Scheduler.

From the Windows system tray:

  1. Click the Windows System Tray icon.
  2. Locate the Webgility Scheduler icon.
  3. Right-click the Scheduler icon.
  4. Select Stop.
  5. Once the Scheduler has stopped, right-click the Scheduler icon again and select Start.

You can also start the Scheduler from the Webgility Desktop application by clicking the Scheduler icon and selecting Start Scheduler when automation is turned off.

For detailed instructions, refer to:

How to Start or Stop the Scheduler

Return to Webgility and check the Scheduled tab to see whether the pending eBay orders begin processing.

8. Check for Multiple Machines Running the Scheduler

If Webgility is installed on multiple computers, verify that the Scheduler is not actively attempting to download orders from multiple machines at the same time.

Multiple machines attempting to process the Scheduler simultaneously can cause order-download conflicts, including deadlock errors.

If a Deadlock Error is displayed, stop the Scheduler on the additional machines and allow only the designated Scheduler machine to process the automatic order download.

If the Issue Persists

If eBay orders are still not downloading after completing the troubleshooting steps above, collect the following information before escalating the issue:

  • eBay store name
  • Webgility Desktop version
  • eBay order number(s) that are missing
  • Approximate date and time of the missing orders
  • Order status of the affected orders
  • Date range configured for order downloads
  • Result of the Test Store Connection
  • Any error message displayed in Webgility
  • Relevant Scheduler or Error Log entries
  • Whether Webgility is installed on one or multiple machines
  • Whether the issue affects all eBay orders or only specific orders

This information will help Support determine whether the issue is related to the eBay connection, order-download configuration, Scheduler, or a specific order.

Important Notes

  • Keep Webgility Desktop updated to the latest available version.
  • Review order status and date filters when only certain orders are missing.
  • Do not disconnect and reconnect the eBay store unnecessarily.
  • If multiple computers have Webgility installed, make sure only the designated machine is running the Scheduler for automatic order downloads.
  • For historical or specific missing orders, use the appropriate date range or order ID download option when available.