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How to Fix Stuck Orders in Webgility Desktop Due to Partial Refunds Before Amazon Settlements

This article helps Webgility Desktop users understand and resolve issues with stuck orders in Webgility Desktop that occur when a partial refund is issued before all Amazon settlement transactions are posted, offering a clear, step-by-step guide to identify and fix the problem.

Steps To Resolve:

  • In Webgility Desktop find the impacted order, open it and go to the History Tab to check whether the refund was downloaded or not.
  • If the order is already synced with QuickBooks, on the bottom right there's an undo icon, click on it which will display a prompt to unsync the transaction from QuickBooks and select yes.
  • Once the order has been unsynced from QuickBooks, again on the bottom right there's a download icon which will download the missing refund for your order in Webgility Desktop.
  •  Once the order has been refreshed, the users will see a new Credit Memo tab in order details. 
  • Close the order details, in Webgility navigate to Orders go to Amazon then click on Amazon Settlement Reports, in the Pending Tab click on the impacted report and select Post to QuickBooks.