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Fixing Missing Orders in Webgility Desktop: Causes and Manual Download Instructions

This article helps Webgility Desktop users resolve missing orders in Webgility Desktop, a common issue that can typically be fixed with straightforward steps. It outlines the main causes and provides clear instructions for manually downloading missing orders using Webgility Desktop.

Why Orders May Not Download into Webgility

Several factors can cause some orders to be skipped during the download process:

1. Incorrect Order Filters or Statuses

Webgility allows you to filter which orders to download based on order status (e.g., Paid, Completed, Shipped). If these filters are misconfigured, eligible orders might be excluded.

2. Integration Issues

Occasionally, syncing problems between Webgility and your e-commerce platform (like Shopify, Amazon, etc.) may interrupt the order flow.

3. Technical Issues

Network outages, server downtime, or expired sessions can also prevent Webgility from retrieving orders successfully.

Step-by-Step: How to Download Missing Orders

Step 1: Search the Webgility Database

Before adjusting settings or re-downloading, check whether the order already exists in Webgility.

  • Go to Orders > Search Order

  • Enter the order ID or details

  • If the order is found here, it has already been downloaded

Step 2: Check Order Status Settings

Make sure Webgility is set to download orders with the appropriate statuses.

  1. Navigate to:
    Integrations > Stores > Settings > Download Settings

  2. Under Order Download Settings, select the relevant order statuses that match the missing orders (e.g., Paid, Fulfilled, Completed)

  3. Click Save & Continue to apply your changes

Step 3: Manually Download Orders

Webgility offers two manual download options:

 Option A: Download Orders by Range

  1. On the Webgility Dashboard, click the dropdown next to Get New Orders

  2. Choose Orders by Range

  3. A date range popup appears—select your desired start and end dates

  4. Click Save & Close, then Get New Orders

Note: The date format and range options may vary depending on your sales channel or marketplace.

 Option B: Download Orders by ID

  1. From the Get New Orders dropdown, select Orders by ID

  2. Enter the specific order number(s) you wish to download

  3. Click Add after entering each order number

  4. Once added, click Get Orders to download them

 Tip: If using Shopify, the "Order ID" you need may differ from the "Order Number"—you can find the ID in the URL when viewing the order in the Shopify admin panel.