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How to Fix Posting Errors Caused by Deleted or Unmatched Customer Profiles in QuickBooks Desktop

This article helps Webgility Desktop users troubleshoot posting errors in Webgility Desktop caused by deleted or unmatched customer profiles in QuickBooks Desktop. It explains how Webgility Desktop identifies customers during order posting, handles missing data, and provides solutions to resolve issues related to deleted or unmatched customer records.

Causes of Order Posting Errors

  • The customer linked to the order has been deleted or made inactive in QuickBooks.

  • Missing or unmatched company/customer name in the order.

  • Sync settings not configured to use a fallback (Standard) customer.

  • Customer data in QuickBooks is outdated or not refreshed in Webgility.

Step-by-Step Resolution Guide

1. Check the Customer Status in QuickBooks

  • Open QuickBooks Desktop.

  • Go to Customer Center.

  • Search for the customer in question.

  • If the customer is inactive, make them active again.

💡 If you do not wish to reactivate the customer, you can use a fallback customer (Standard Customer) in Webgility Desktop.

2. Refresh Customer Data in Webgility Desktop

  • In Webgility Desktop, go to:
    Connections > Sales Channel > Advanced Settings  > Application > QuickBooks Settings.

  • Clear the “Last Download Date” field.

  • Click Save & Close.

Next:

  • Navigate to the Webgility Dashboard > Connections > Get latest data & settings.

  • Download QuickBooks Data & Settings.

  • Wait for the download to complete.

3. Use a Standard Customer for Unmatched Orders

  • In Webgility Desktop, go to:
    Connections > Accounting/POS/ERP > Sync Settings > Customers

  • Locate the Standard Customer option.

  • Select an existing QuickBooks customer as your fallback account.

  • Save the settings.

This ensures orders with blank or unmatched customer details are assigned to the selected standard customer.

4. Understand How Webgility Matches Customers for Shopify Orders

Webgility Desktop follows a predefined matching logic:

  • If Company Name Matches: Order is posted to the matching QuickBooks customer.

  • If No Match: A new customer is created using the order’s company name.

  • If No Company or Customer Name Exists: The order is posted to the Standard Customer.

5. Reattempt Posting the Order

  • Go to the New Orders tab in Webgility.

  • Select the previously failed order.

  • Click Post to QuickBooks.

  • Confirm that the order now posts successfully.

Notes:

  • This article is specific to Webgility Desktop used with QuickBooks Desktop.

  • Always backup your Webgility database before major sync operations.