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How to Fix Missing or Incorrect Partial Refunds from Shopify POS in Webgility Desktop

This article helps Webgility Desktop users through the steps to resolve issues related to partial refunds on Shopify POS orders not downloading or displaying correctly in Webgility Desktop. Such issues often impact refund visibility during reconciliation, potentially affecting accurate financial tracking and customer service processes.

Step-by-Step Instructions

Step 1: Enable Advanced Override Settings

  1. Open Webgility Desktop.

  2. Go to:
    Connections > Sales Channel > Advanced Settings

  3. Under the Other section, check the box for:
    Overwrite Shopify Order Download Settings

Step 2: Select Order Statuses to Include

Still in the Advanced Settings, select the following options under order download statuses:

  • Unpaid

  • Unpaid and Shipped

  • Paid and Unshipped

  • Paid and Shipped

This ensures that all possible order types are re-downloaded, including orders with complex statuses or partial payments.

Step 3: Download Orders from the Back Date

  1. Navigate to the Orders tab in Webgility.

  2. Use the Download Orders option.

  3. Set the From Date to a date before the missing order or refund occurred.

  4. Start the download to fetch all relevant orders and refunds.