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How to Prevent Canceled Shopify Orders from downloading into Webgility Desktop

This article helps Webgility Desktop users who are using Webgility Desktop and notice that canceled or removed orders from their Shopify sales channel continue to sync despite enabling the exclusion setting. It provides a step-by-step guide to ensure that canceled or removed Shopify orders are properly excluded during the order synchronization process.

Causes of the Issue

  • The “Do not download removed items” setting in Webgility Desktop may not be enabled.

  • Shopify order statuses (e.g., canceled, closed, removed) can sometimes overlap, and Webgility may prioritize one over another.

  • Shopify returns both “closed” and “canceled” flags, and Webgility may default to displaying “closed.”

Step-by-Step Instructions

1. Verify Order Sync Setting in Webgility Desktop

This setting controls whether removed Shopify orders are excluded:

  • Navigate to Webgility Desktop > Connections > Sales Channel > Settings > Download Settings > Download Options.

  • Confirm the box for “Do not download removed items” is checked

2. Inspect Shopify Order Metadata

To better understand how statuses are coming through:

  • Review Shopify’s order metadata or JSON structure via backup logs

  • Look for attributes like cancelled_at, closed_at, and status

  • Note whether “removed” or “canceled” tags coexist with “closed”

3. Test and Confirm Fix

After updating your configuration or scripts:

  • Cancel a test order in Shopify

  • Initiate a sync in Webgility Desktop

  • Confirm that the test order does not appear in Webgility’s order list

Notes

  • Recommendation: After major Webgility or Shopify updates, revisit your sync settings and validate sync logic if customizations are in place.