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How to Fix Order Posting Errors Due to Missing or Outdated Product Data in Webgility Desktop

This article helps Webgility Desktop users in resolving order posting errors caused by missing, incomplete, or outdated product data during synchronization. These errors commonly occur when product catalogs are updated but not fully synced with  Webgility Desktop. The article guides through a simple process to refresh product data and successfully post orders via Webgility Desktop, ensuring product information is current and properly linked enabling smooth order transactions.

Overview

This article provides support teams with a recommended process to troubleshoot and resolve order posting errors caused by product data synchronization problems. These issues typically do not require technical escalation and can be addressed through guided customer steps.

Common Symptoms

  • Error messages during order posting such as:
    “Order cannot be posted”

  • Orders remain in a pending state or fail to update status

  • Posting attempts repeatedly fail due to missing or outdated product data

Prerequisites

  • Support access to the customer’s account (if permitted)

  • Access to the latest help documentation on product data downloads and synchronization

Step-by-Step Resolution Process

1. Identify the Error

  • Confirm the exact error message with the customer.

  • Understand what operation the customer was performing when the error occurred.

2. Check Product Data Status

  • Ask if there have been any recent changes or updates to their product catalog.

  • Instruct the customer to verify that all mandatory product fields (SKUs, descriptions, prices, etc.) are complete and accurate.

3. Guide Product Data Download

  • Direct the customer to the Product Data section in their platform interface.

  • Instruct them to select Download Product Data or equivalent to refresh or re-import their product listings.

4. Retry Order Posting

  • After the product data refresh completes, ask the customer to attempt posting the order again.

  • Monitor whether the error persists or if posting now succeeds.

5. Share Help Documentation

  • Provide the customer with a link to the most recent help article covering product data management and order posting workflows for their reference.

6. Confirm Resolution

  • Verify with the customer that the order has been posted successfully.

  • Confirm that no further errors are occurring related to product data.