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How to Resolve Item Not Found Errors During Payout Posting

This article helps Webgility Desktop users resolve the “Item not found” error in QuickBooks Desktop Enterprise when processing multiple payouts through Webgility Desktop. This issue often arises after product SKUs are changed, leading to mismatches between the SKUs stored in previous orders and those currently listed in QuickBooks Desktop. The guide provides steps to identify and fix SKU mapping discrepancies to ensure smooth payout processing.

The 'Item not found' error may arise in QuickBooks when processing multiple payouts via Webgility, particularly after product SKUs are changed. This occurs due to mismatches between the SKUs saved in previous orders and the current SKUs in QuickBooks.

1. Root Cause

  • SKU modifications: When SKUs are altered in QuickBooks or the e-commerce store, historical payouts referencing old SKUs may not map correctly, generating errors.
  • PII deletions: Removing customer/order identifying details can prevent Webgility from reconciling payouts to their appropriate items.

2. Step-by-Step Resolution Guide:

1. Identify Affected Payouts

  • Review payouts in the Pending Tab under Orders >> Shopify >> Payouts.
  • Note which SKUs/orders are listed as problematic.

2. Verify SKU# 

  • In your Sales Channel product catalog or QuickBooks Item List, determine which products had their SKUs recently changed.
  • Cross-reference these against the affected payouts.

3. Manual SKU Mapping in QuickBooks

  • For each 'Item not found' error, manually update the relevant product SKU within QuickBooks:
    • Go to Lists > Item List.
    • Locate the outdated SKU (if it still exists) and update it to the new SKU.
    • If the old SKU does not exist, create a temporary item with the required SKU for matching purposes.

4. Resync or Repost the Payouts

  • In Webgility, go to Connections >> Get Latest Data & Settings and download QuickBooks data.
  • Go to the Payout Posting sections and select the payouts that previously failed.
  • Trigger a manual repost or resync to QuickBooks.

5. Prevent Future Issues:

    • Document all SKU changes and make sure to redownload the QuickBooks data in Webgility 
    • Avoid deleting PII or order data prior to successful payout posting.