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How to Handle Shopify Refund and Payout Posting Issues in Webgility Desktop

This article helps Webgility Desktop users resolve errors that occur when posting Shopify payouts, especially following order edits or manual refunds. These issues often arise from mismatched payout values, improper refund handling in QuickBooks Desktop, or incorrect posting configurations. The article provides step-by-step troubleshooting and remediation guidance to ensure accurate and successful payout posting.

Overview

You may encounter errors when posting Shopify payouts, especially after order edits or manual refunds. These errors can arise due to mismatches between payout values, refund handling in the accounting system, or incorrect posting options. This article outlines step-by-step troubleshooting and remediation processes.

Common Causes

  • Incorrect Posting Options: Selecting the wrong payment/refund method during auto posting (e.g., 'Check' vs. 'Credit Memo') in Webgility.
  • Misconfigured Clearing Accounts: Failing to set the correct 'Shopify Clearing' account during payout refund posting in Webgility.
  • Order Edits on Shopify: Manual edits to orders (such as refunds or adjustments) can result in a mismatch between the payout amount and the accounting records.
  • Data Synchronization Issues: Transaction data may need to be re-downloaded or reset if prior corrections were made only in one system.

Step-by-Step Troubleshooting Process

1. Review Initial Error and Order Changes

  • Confirm the specific error message received when posting the payout.
  • Review the order in Shopify for recent edits, refunds, or adjustments around the payout date.
  • Compare the affected order's financial history between Shopify and the accounting system.

2. Verify Posting Options & Clearing Accounts in Webgility

  • Ensure Credit Memo is selected (not Check) during auto refund posting.
  • Verify that the Shopify Clearing account is set as the default for Shopify payout posting/refunds.

3. Correct Posting Settings if Needed

  • If posting options or clearing accounts are incorrect, update them in the sync settings in your Webgility software.
  • Save changes and ensure defaults are set for future transactions.

4. Re-attempt the Payout Posting

  • Unpost any failed payout transactions if possible.
  • Redownload the payout data from Shopify to ensure the latest order data is reflected.
  • Re-post the payout transaction, reviewing the value and order details for consistency.

5. Address Value Mismatches

  • If errors persist, manually check the total payout value versus the sum of order transactions and refunds in both systems.
  • Adjust records as needed to ensure amounts align.