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How to Resolve Item Mapping and Credit Memo Errors For Shopify Payout Posting in Webgility Desktop

This article helps Webgility Desktop users in resolving common errors during payout posting in Webgility Desktop, especially those related to item mapping and credit memos within the Payouts/Fees workflow. It outlines step-by-step troubleshooting procedures to identify and correct configuration issues, ensuring accurate and successful payout synchronization.

Common Error Scenarios

  • "Unable to post payout: item mapping error"

  • "Posting failed due to credit memo issue"

    Resolution Process

    1. Error: "Unable to post payout: item mapping error"

    Steps to Resolve:

    1. Identify the problematic order causing the mapping issue.

    2. Navigate to:
      Connections > Accounting POS/ERP > Sync Settings > Product Settings

    3. Ensure the following option is enabled:

      • "Prompt to create or map product at the time of posting"

    4. Retry posting the conflicted order:

      • When prompted, manually map or create the missing product.

    5. Attempt to post the payout again. It should now post without errors.

    2. Error: "Posting failed due to credit memo issue"

    Steps to Resolve:

    1. Verify the Shopify order on which the refund was issued.

    2. If the order has already been synced to Quickbooks:

      • Unsync the order

      • Re-download the order from the sales channel to ensure the latest refund data is available

    3. Check that Automated Refund Posting is enabled in Webgility settings.

    4. After the order is unsynced and redownloaded:

      • Double-click on the order in Webgility

      • When prompted, locate the "Refund" option

      • Choose to either Create a Credit Memo or Post Refund, depending on availability

    5. Reattempt to post the payout. The payout should now be processed successfully.