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How to Fix Missing Orders in Webgility Desktop by Adjusting Order Status Filters

This article helps Webgility Desktop users troubleshoot missing orders in Webgility Desktop that may result from restrictive order status filters. It provides step-by-step instructions on configuring order download settings to include additional statuses like Pending, Processing, or Shipped, ensuring all important orders from the sales channel are properly downloaded and visible.

Causes of Missing Orders

  • Order statuses like “Pending” or “Processing” not selected in download settings

  • Incorrect configuration within the order download preferences

  • Orders are being filtered out based on outdated status logic

Step-by-Step Instructions

1. Access the Account Settings

  • Open Webgility Desktop

  • Navigate to Connections > Sales Channel > Settings > Download Settings

  • Select which orders to download to Webgility

2. Review Download Preferences

  • Within Order Download Settings, locate the Order Status Filters section

  • Here you'll see a list of enabled statuses under headings like Included Statuses or Downloadable Statuses

3. Select Additional Statuses

  • Check the boxes for any additional statuses you'd like to include (e.g., Pending, Processing, Shipped)

  • Ensure all relevant statuses used by your sales channel are covered

4. Save the Settings

  • Click Save & Continue to confirm your changes

  • Wait for a confirmation that the settings have been successfully updated

5. Test the Configuration

  • Return to the Orders tab in Webgility Desktop

  • Click Get New Orders to download recent orders

  • Confirm whether the previously missing orders now appear

6. Review Documentation and Settings Regularly

  • It’s recommended to periodically verify these settings, especially after platform updates or changes in your sales channel’s order statuses

Troubleshooting Tips

  • Missing Status Options: Double-check that your Webgility account has the necessary permissions

  • Still Can’t See Orders: Recheck sales channel order statuses to ensure they match your enabled filters

Note:


Make sure the statuses you select align with how your sales channel categorizes orders. Not all platforms use the same naming conventions (e.g., “Processing” in one system may be labeled differently in another).