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How to Fix Error 9999 When Posting Refunds or Contacts

This article helps Webgility Online users troubleshoot and resolve Error 9999 in Webgility Online, which may occur when posting a refund or creating a contact in QuickBooks Online. It provides step-by-step guidance to fix the issue and ensure smooth order processing and customer management.

Causes of Issues

Here are the most common reasons for Error 9999 in Webgility Online:

  • Incomplete or incorrect customer data: Missing email, name, or other required fields.

  • Invalid refund order details: Refund reason, order ID, or refund amount not mapped correctly.

  • Outdated system sync: Data not refreshed after changes in connected platforms.

  • Misconfigured settings: Improper setup under Posting Rules or Contact Mapping.

Step-by-Step Instructions

1. Refresh Orders

Navigate to the Webgility Online Dashboard, then go to:
Sales > Orders

  1. Select the order you want to work with.

  2. Click More Actions and choose Refresh Refunded Order.

  3. Once the order is refreshed, select it again and click Post to QuickBooks.


2. Download the Latest Data from QuickBooks in Webgility Online

  • Navigate to Sync Settings > Products in Webgility Online.

  • On each tab (Products and Customers), click Refresh Settings to download the latest data and configurations from QuickBooks.

  • Under both the Product and Customer tabs, you will find a drop-down with two options:

    • Refresh Latest Accounting Data – Updates recent changes from QuickBooks.

    • Download from Scratch – Redownloads all products and customer data from QuickBooks.

      Tip: Use this option if recent updates are not reflected after a normal refresh.

  • Click Refresh Settings to begin downloading the latest data.

  • The process may take several minutes, depending on the amount of data in your QuickBooks.

  • Once the download is complete, you will see a notification confirming the update.

3. Verify and Update Refund

  • Go to Sync Settings >> Refunds.

  • Verify the refund posting settings.

  • Make sure all required settings are configured (e.g., refund from, type of transaction).

Note

If you recently made changes in your Shopify, Amazon, or QuickBooks accounts (such as updated permissions, fields, or customer info), always run a full data sync in Webgility Online before retrying refund or contact operations.

Preventive Tips

  • Regularly refresh your data to prevent sync mismatches.

  • After making changes in your sales or accounting platform, revisit your field mappings in Webgility.