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How to Fix Missing or Duplicate Shopify Orders in Webgility Online Caused by Deposit Account Choices

This article guides Webgility Online users on how incorrect deposit account selection during Shopify order sync from Webgility Online to QuickBooks Desktop can lead to missing or duplicated orders. It provides guidance on identifying the root cause, troubleshooting configuration issues, and correcting account mappings to ensure accurate financial records.

Overview

When syncing Shopify orders from Webgility Online to QuickBooks Desktop, incorrect deposit account selection can result in orders being missing or appearing duplicated. This article outlines how to identify, troubleshoot, and resolve such issues.

Common Issue Description

You may experience scenarios where you:

  • Cannot locate certain Shopify orders in QuickBooks Desktop after sync.
  • Encounter duplicate orders.
  • Notice discrepancies due to changes in deposit account settings.

The root cause is often an incorrect or recently changed deposit account, leading users to search in the wrong account within QuickBooks Desktop.

Step-by-Step Resolution

1. Gather Information

  • Gather order details affected by the sync issue.
  • Check if any recent changes were made to deposit or bank account mappings in Webgility Online.

2. Review Deposit Account Settings

  • In Webgility Online, navigate to Sync settings  > Account Mapping > Sales 
  • Verify which Deposit Account is currently mapped for order to QuickBooks Desktop.

3. Verify Orders in QuickBooks Desktop

  • Log in to QuickBooks Desktop.
  • Use the Find tool to search for the missing/double orders:
    • Filter search results by the correct deposit account as per current Webgility mapping.
    • Tip: Previously synced orders may appear under the old deposit account if mapping was changed after the sync.

4. Advise Accurate Searching

  • If a mapping change has occurred, you can search for orders in both the current and previous deposit accounts.
  • Check if the order is present but under an unexpected account.

5. Rectify Account Mapping (if needed)

  • If the wrong deposit account is mapped, update it in Webgility Online (Sync settings  > Account Mapping > Sales)
  • Re-sync orders as necessary, following standard Webgility procedures for syncing corrected records.

6. Resolution

  •  Check the order location in QuickBooks Desktop using the correct account settings.
  • Verify that the order appears as expected and there are no duplicates.