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How to Resolve Issues with Posting a Consolidated Settlement Report

This article guides Webgility Desktop users in addressing errors encountered when posting a consolidated Amazon settlement report, particularly in cases where a specific order cannot be re-downloaded due to a previously synced report.

Overview

This article provides a step-by-step guide to resolve errors encountered when posting a consolidated settlement report, especially when a specific order cannot be re-downloaded due to a previously synced report.

Scenario

  • User Action: Attempted to post a consolidated settlement report

  • Error: Posting failed, and a specific order could not be re-downloaded

  • Resolution: Undoing the sync of the consolidated settlement report enabled successful order re-download and report posting

Step-by-Step Resolution Guide

1. Confirm the Error Context

  • Verify exact error message received while posting the settlement report.

  • Identify the specific order(s) affected and currently unable to be re-downloaded.

2. Identify if the Settlement Report is a Consolidated Report

  • From Webgility Desktop, go to:
    Orders > Settlement Reports

  • Locate the relevant report and check if it is marked as Consolidated.

  • Confirm whether the report has already been synced (the status will show as "Synced").

3. Undo the Sync of the Consolidated Report

  • In the Dashboard, locate the synced consolidated report. Orders > Reports> Consolidate Reports

  • Right-click the report and select “Undo Sync” from the action menu.
    Alternatively, click on the report and choose Undo Sync from the top action bar.

  • Wait for the status to update to “Not Synced” to confirm the action was successful.

4. Re-download the Affected Order

  • Once the sync is undone, ask the customer to navigate to:
    Orders > New Orders

  • Use the Re-download or Reprocess function (right-click on the order or select from the action bar).

  • Confirm that the order is now visible and its data has successfully reloaded into the system.

5. Repost the Settlement Report

  • Go back to:
    Orders > Settlement Reports

  • Locate the same report and click “Post”.

  • Confirm the report is now successfully posted and the previous error no longer appears.

6. Post-resolution Checks

  • Confirm that all intended orders are included in the successfully posted report.

  • Review for any remaining discrepancies.