Skip to content
  • There are no suggestions because the search field is empty.

How to Resolve Incorrect Refund and Total Amounts After Reimporting Shopify Orders

This article helps Webgility Desktop users in troubleshooting cases  where redownloading an order from Shopify into Webgility Desktop results in incorrect refund values or total amounts. It helps users identify sync issues, clear outdated data, and verify configuration settings.

Overview

This article provides step-by-step troubleshooting addressing cases where redownloading an order from Shopify results in incorrect refund or total amount values.

Common Causes

  • Order sync errors between Shopify and Webgility Desktop.
  • Outdated or cached data during the redownload process
  • Incorrect application of refunds due to settings misconfiguration

Troubleshooting Steps

1. Verify the Issue

  • Check the nature of the incorrect values (refund amount, total, etc.)

2. Adjust Relevant Settings

  • Check settings that control order sync behavior:
    • Ensure Shopify  is connected and functional
    • Review sync frequency or refund configuration (Connections > Sales Channel > Settings)

3. Initiate Order Re-Sync

  •  Re-download or re-sync the affected order:
    1. Navigate to New Orders on the dashboard page.
    2. Locate the specific order in question.
    3. Select the affected orders, right-click, and use the Redownload option. 
  • Monitor for errors during the process

4. Validate Data After Re-Sync

  • Check if amounts (refunds, totals) now display correctly.