Skip to content
  • There are no suggestions because the search field is empty.

How the ‘Do Not Download Removed Items’ Setting Can Impact Payouts Posting Error in Webgility Desktop

This article helps Webgility Desktop users resolve payout posting failures that occur when the ‘Do Not Download Removed Items’ setting is enabled in Webgility Desktop or related sync configurations. It provides step-by-step guidance to address validation errors caused by removed items still referenced in payouts but not downloaded during processing.

Common Symptoms

  • Payout fails to post, even though the order appears completed.

  • Error logs indicate missing item data or line item mismatches.

  • Orders that involve recently removed or unpublished SKUs are consistently affected.

Root Cause

When the setting ‘Do Not Download Removed Items’ is enabled, Webgility excludes products that have been removed from the online store or catalog. If any payout references those items, the sync process fails due to missing product data required for validation during payout posting.

Step-by-Step Resolution

Step 1: Confirm the Issue and Collect Logs

  • Ask the customer to describe the issue and identify affected orders.

  • Navigate to:
    Help > View Logs > Select relevant date range or log file.

  • Look for errors such as:

    • “Missing item details”

    • “Unable to locate order line item”

  • If possible, have the customer export and send the logs (C:\Webgility\Logs).

Step 2: Check the Download Setting

  • In Webgility Desktop, go to:
    Connections > Sales channel > Settings

  • Locate the option: ‘Do Not Download Removed Items’

  • Confirm whether this setting is currently enabled (checked).

Step 3: Update the Setting

  • Instruct the customer to uncheck the box next to ‘Do Not Download Removed Items’.

  • Click Save to apply the changes.

  • This will allow Webgility to download all order-related items, even if they were removed from the online store.

Step 4: Re-Download Affected Orders

  • Navigate to:
    Posted Orders

  • Use the Re-download Orders option to re-sync orders from the date range of the failed payouts.

  • Confirm the missing items are now visible within the order detail.

Step 5: Reprocess the Payout

  • Go to:
    Accounting > Payouts

  • Locate the previously failed payout batch and click Post to QuickBooks (or relevant destination).

  • Monitor the sync status and confirm if the posting is successful.

Step 6: Verification and Follow-Up

  • Confirm with the customer that the payout is now visible in their accounting system.

  • If issues persist:

    • Review sync logs again

    • Check for any product mismatches or deleted SKUs in the order

    • Escalate to Tier 2 Support with logs, screenshots, and store configuration details

Best Practices

  • Advise customers not to enable ‘Do Not Download Removed Items’ unless they have a specific business use case.

  • Encourage syncing all item data when processing financial reports or payout exports.

  • Periodically validate catalog completeness before large payout operations.