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Fixing Unpaid Sales Orders Caused by Payment Generation Issues in Webgility Desktop

This article helps Webgility Desktop users troubleshoot and resolve issues where payments are not created for incoming sales orders, causing orders to appear unpaid in the system despite external payment completion. It explains how misconfigured order download or import settings can prevent the paid status from being set correctly, thereby blocking the payment generation process and impacting accurate order reconciliation.

Symptoms

  • Payments are not created for incoming sales orders.

  • Sales orders appear as unpaid within the system, despite payments being completed externally.

Root Cause

Typically, the issue arises from misconfigured order download or import settings. Orders are imported with their paid status unset, preventing the payment generation workflow from triggering.

Steps to Resolve

1. Verify Sales Order Payment Status

  • Navigate to the Sales Orders section in your sales channel admin panel.

  • Locate recent orders missing payments.

  • Check the Paid status field. If it shows No or Unpaid, proceed to the next step.

2. Review Download/Import Settings

  • Go to Connection > Sales Channels > Settings > Order Download Settings (path may vary by platform).

  • Confirm that the configuration for mapping the order Paid status is enabled and correctly reflects external payment confirmations.

  • Adjust settings as needed so that any order marked as paid in the source system imports as paid.

3. Redownload or Re-import Orders

  • Use the updated settings to manually redownload or re-import affected sales orders.

  • Alternatively, use an order re-sync function if your system provides it.

  • Orders should now import with the correct paid status.

4. Confirm Payment Creation Workflow

  • Verify that payments are now automatically generated for the re-imported sales orders.

  • Optionally, post a test sales order to confirm the configuration works as intended.

Enable “Mark Invoices Paid” for a Specific Transaction Type

To resolve discrepancies caused by differing tax calculations between your sales channel and QuickBooks, you have two options:

  1. Correct Tax Calculations

    • Adjust your tax settings either in your sales channel or in QuickBooks to ensure tax amounts match exactly on both platforms.

  2. Enable Payment Creation by Invoice Total in Webgility

    • In Webgility Desktop, enable the option “Create payment of transaction total in QuickBooks.”

    • This setting makes Webgility generate a payment based on the invoice total (including tax) rather than the original order total.

This adjustment helps prevent payment posting errors and ensures invoices are marked as paid correctly in QuickBooks.