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How to resolve missing WooCommerce Orders in Webgility Desktop

This article helps Webgility Desktop users address issues with WooCommerce orders download into Webgility Desktop. It provides step-by-step guidance to identify and fix the underlying problems.

Overview

If you're a Webgility user experiencing issues with orders not downloading from WooCommerce, this guide will walk you through the troubleshooting and resolution steps to address the problem.

Issue Summary

Sometimes, WooCommerce orders might fail to download into Webgility Desktop, leading to incomplete order management. This guide helps you address this.

Resolution Steps

  1. Update Webgility Plugin

Keeping your plugins updated is crucial for smooth operation. Outdated plugins are a common cause of sync failures and compatibility problems.

If you are experiencing a Webgility Desktop login issue, please download and install Webgility Desktop from portal.webgility.com. If you are not experiencing a login issue and just need to update your Webgility Desktop application itself, you can update it by clicking Help > Check for Updates > Update within Webgility Desktop.

To update your Webgility WooCommerce Connector plugin:

  1. Download the latest Webgility/WooCommerce integration plugin. The latest version is available from your Webgility account portal. Log in to portal.webgility.com and navigate to the Downloads section to find the WooCommerce plugin file.
  2. Install the plugin: Ensure all plugin files are correctly uploaded to your WooCommerce installation directory. You might need to deactivate and delete any outdated versions of the plugin from your WordPress admin panel before uploading the new one.
  3. Confirm plugin version: After installation, verify that the plugin version in your WooCommerce dashboard matches the latest available from the Webgility account portal.
  1. Validate Plugin Functionality

After updating, let's ensure the plugin is working correctly with your Webgility Desktop.

  1. Reconnect Webgility to your WooCommerce store. In Webgility Desktop, go to Connections > Sales channel > Manage sales channel > Edit. Reconnect your store using the provided API or integration credentials.
  2. Initiate a manual order download. In Webgility Desktop, go to Get Orders.
  3. Cross-verify orders. Check for any previously missing orders and compare them between WooCommerce and Webgility Desktop to ensure all orders are present and complete.
  1. Order Reconciliation Methods

After troubleshooting, it's a good practice to reconcile orders between WooCommerce and Webgility Desktop.

  • You can use order export reports from both systems to cross-check counts and order details to identify and address any missing or mismatched orders.
  1. Monitor and Verify

After applying the resolution, monitor your order downloads to confirm the issue is resolved.

  • Test the order download feature to ensure it's working as expected.
  • We recommend monitoring your order downloads for the next 24–48 hours to confirm that the problem is permanently resolved.
  • If you still notice any orders that do not sync or are skipped, please report them.
  1. Collecting Error Logs (If Issues Persist)

If the problem persists after following these steps, collecting error logs will help Webgility Support investigate further.

  • Collect detailed error logs from both Webgility Desktop and WooCommerce. This includes any error messages you see during manual order downloads or synchronization attempts.
  • You can attach these logs and any relevant screenshots when contacting Webgility Support.

Best Practices

  • Regularly update all integration plugins to avoid compatibility issues.
  • Periodically review and reconcile orders between your systems to catch potential sync failures early.