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How to Fix Missing or Unreversible Sales Receipts Posted via Webgility Desktop

This article helps Webgility Desktop users resolve issues where they cannot locate or reverse sales receipts posted from Webgility Desktop to QuickBooks Desktop. It explains that these problems often result from manual removal of transactions in QuickBooks Desktop or sync interruptions causing missing records.

Overview

This article guides support agents through the process of troubleshooting cases where users are unable to locate or undo sales receipts synced from Webgility to QuickBooks Desktop. This issue is commonly linked to transactions being deleted manually in QuickBooks or sync interruptions that result in missing entries.

Symptoms

  • Users see an error when attempting to undo sync for posted orders

  • Sales receipts are not found in QuickBooks Desktop

  • Webgility order history and QuickBooks records are no longer aligned

Likely Causes

This problem generally arises due to one of the following:

  • Sales receipts were manually deleted from QuickBooks after syncing

  • A sync operation was interrupted or failed, leading to incomplete transactions

  • The transaction reference in Webgility no longer matches any record in QuickBooks

Resolution Process

Step 1: Verify Missing Transactions

  • Ask the customer to share details about the affected orders, such as order numbers, transaction IDs, or dates

  • Search for the corresponding sales receipts in QuickBooks Desktop using the provided details

  • Confirm whether the sales receipts have been deleted or are indeed missing

Step 2: Remove Invalid References in Webgility

  • Launch Webgility Desktop on the user's system

  • Go to Orders > Posted Orders

  • Locate the orders that are missing in QuickBooks

  • Select those entries and click Delete (do not use Undo Sync)

⚠️ This action only removes the broken links from Webgility and will not affect any data in QuickBooks

Step 3: Redownload the Affected Orders

  • In Webgility, navigate to Orders > Download Orders

  • Use the order number or specific date range to filter results

  • Re-download the relevant transactions from the connected online store

Step 4: Post the Orders Again to QuickBooks

  • After the orders are back in the Ready to Post section, review them for completeness

  • Select the orders and click Post to QuickBooks

  • Confirm that posting completes successfully without any errors

Step 5: Confirm Successful Sync

  • Open QuickBooks Desktop and check that the reposted sales receipts are now present

  • Review the transaction details for accuracy

  • Have the customer confirm that all orders are now properly reflected in both systems