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How to Fix Missing Transaction Numbers and Incorrect Customer Postings via Webgility Desktop

This article helps Webgility Desktop users address issues where sales receipts in QuickBooks Desktop are missing transaction numbers or are posted under incorrect customers. It guides users in verifying and adjusting customer matching settings within Webgility Desktop to ensure orders post accurately with complete transaction details.

Overview

When orders from your store are posted to QuickBooks Desktop through Webgility Desktop, incorrect customer matching settings can lead to two common issues:

  • Sales receipts missing transaction numbers

  • Orders posting under the wrong customer

This article walks you through how to identify the cause and fix these problems by updating the customer matching configuration in Webgility Desktop.

Symptoms

  • Transaction numbers do not appear on sales receipts

  • Sales receipts are assigned to the wrong customer in QuickBooks Desktop

Root Cause

These issues are usually caused by improper customer matching criteria during import. If Webgility Desktop cannot uniquely and consistently match the incoming order to the correct QuickBooks Desktop customer, the transaction may link incorrectly or miss key fields entirely.

Resolution Steps

1. Check Your Current Customer Matching Settings

  • In Webgility Desktop, go to:

    • Connections > Accounting/POS/ERP > Sync Settings > Customers

  • Review the Match Customers By option

  • See if it’s set to a non-unique field like Name, which can lead to mismatches

2. Validate a Recent Sales Receipt in QuickBooks Desktop

  • Open QuickBooks Desktop and locate a sales receipt from a recent affected order

  • Check if:

    • The Transaction Number is missing

    • The receipt is posted under the wrong customer

3. Update Customer Matching to Use a Unique Identifier

  • In Webgility Desktop, switch the customer matching field to:

    • Email Address (recommended, as it’s usually unique per customer)

  • Navigate to:

    • Connections > Accounting/POS/ERP > Sync Settings > Customers

    • Select Match by Email

  • Click Save

  • Undo-sync and post the previously affected orders to test the fix

4. Confirm the Issue is Resolved

  • Review newly posted receipts in QuickBooks Desktop:

    • You should now see transaction numbers

    • Receipts should post under the correct customer name

Additional Troubleshooting Tips

  1. Check for duplicate email addresses in your QuickBooks Desktop customer list and update them to be unique.

  2. Refresh your QuickBooks Desktop company file screen after making changes to ensure updates display correctly