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How to resolve order download issues from BigCommerce in Webgility Desktop

This article helps Webgility Desktop users in addressing issues when orders from BigCommerce store profile fail to download into the Webgility Desktop. Users may experience missing orders despite no error messages, or find that order download appears incomplete or not triggered.

This article outlines the general troubleshooting steps to resolve issues when orders from a BigCommerce store profile are not downloading into the Webgility application.

You may encounter a situation where:

  • Orders from BigCommerce are not appearing in Webgility.

  • No errors are shown, but expected orders are missing.

  • Order sync appears to be incomplete or not triggered.

Step-by-Step Troubleshooting Guide

Step 1: Check the BigCommerce Sales Channel Connection

  1. Confirm that Webgility is connected to the BigCommerce store properly.

  2. Use this official guide to test the store connection:
    How to Test Your Store Connection

Important:
Do not disconnect and reconnect the sales channel in Webgility. Doing so may result in the loss of settings and historical sync data.

Step 2: Review Order Download Settings in Webgility

  1. Open Webgility Desktop.

  2. Navigate to:
    Connection > Sales Channel > Settings

  3. In the Order Download Settings section:

    • Ensure that the correct order statuses are selected for download.

  4. After making any changes, click Save and Continue.

Step 3: Set Back-Date for Order Retrieval

  1. Still in the Sales Channel settings, look for the order date range

  2. Set the start date far enough back to capture older or missed orders.

  3. Click Get New Orders to trigger the download process.

This helps retrieve orders that were missed due to previous misconfiguration.