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Handling Amazon Order Download Issues After Webgility Desktop Update

This article helps Webgility Desktop users verify and troubleshoot their Amazon store connection after a software update. Post-update issues may temporarily disrupt order downloads due to changes in the application or on Amazon’s end. The guide provides steps to confirm the connection and resolve common syncing problems to ensure smooth order imports.

Overview

This article provides steps to investigate and resolve issues where Amazon orders are not downloading into Webgility Desktop after a recent software update. It focuses on confirming software and connection status, testing the integration, and verifying that new orders eventually become available for download.

Problem Summary

You might be experiencing this issue if:

  • You recently updated your Webgility Desktop application.
  • Amazon orders are no longer downloading into Webgility Desktop.
  • You suspect the issue might be related to the software update or the connection to Amazon.

Step-by-Step Procedure

Follow these steps to diagnose and resolve Amazon order download issues after a software update.

1. Confirm Webgility Desktop Update and Store Reconnection

First, ensure your Webgility Desktop is on the latest version and your Amazon store connection can be verified.

  1. Verify Webgility Desktop Version:
    • Open Webgility Desktop.
    • Go to Help > Check for Updates > Update. If you can't log in or see an update issue, download the latest version from portal.webgility.com.
  2. Confirm Amazon Store Integration:
    • In Webgility Desktop, go to Connections > Sales Channels.
    • Click on Manage Sales Channel.
    • Find your Amazon store in the list. To check its connection, you will use the Test Connection feature in the next step. If the connection test indicates an issue, you may need to re-authorize the connection (refer to: How to Reconnect Your Amazon Store in Webgility Desktop After an Amazon Request for detailed re-authorization steps).

2. Test the Amazon Store Connection

A direct connection test can confirm if Webgility can communicate with your Amazon store.

  1. In Webgility Desktop, go to Connections > Sales Channels.
  2. Click on Manage Sales Channel.
  3. Select your Amazon store from the list, and then click Edit.
  4. Click the Test Connection button.
  5. Observe the result of the connection test. A successful test means Webgility can reach Amazon's servers. If it returns an error, troubleshoot that specific connection error first (e.g., authorization, network issues).

3. Attempt Order Download

After confirming your software and connection, try downloading orders.

  1. In Webgility Desktop, go to Orders > Get New Orders for your Amazon store.
  2. Even if no new orders are immediately available, verify that the process completes without returning any connection errors (e.g., no authentication failures or API call errors).

4. Monitor and Retry When New Orders Are Available

Sometimes, the issue might be temporary, or there simply aren't new orders to download at that exact moment.

  1. Monitor your Amazon Seller Central account for new orders to come in.
  2. Once new orders appear on Amazon, retry downloading them in Webgility Desktop.
  3. If the problem persists and new orders still don't download, or you encounter errors, contact Webgility Support for further assistance.

Best Practices

  • Regular Updates: Keep your Webgility Desktop application consistently updated to the latest version. This ensures compatibility and leverages the most recent features and bug fixes.
  • Connection Checks: Periodically perform a "Test Connection" for your Amazon store in Webgility Desktop, especially if you notice any unexpected sync behavior.
  • Review Sync Logs: If you suspect issues, review Webgility's warn and error logs (C:\Webgility\UnifyEnterprise\Error logs) for more detailed information about skipped orders or connection problems.