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How to Resolve Order Retrieval Errors in Webgility Desktop

This article helps Webgility Desktop users troubleshoot issues preventing new order retrieval in Webgility Desktop. It covers common causes such as incorrect credentials, network changes, and sync mismatches, providing step-by-step guidance to restore successful order download from connected sales channels.

Causes of Issues

Order retrieval errors in Webgility Desktop may occur due to:

  • Incorrect or outdated API credentials in the connected sales channel profile.

  • Network or firewall restrictions blocking sync communication.

  • Changes in sales channel settings (such as password or permission changes).

Step-by-Step Instructions

1. Confirm the Error Message

  • Please check and note the full error message displayed in Webgility Desktop when attempting to sync orders. This will help identify the cause of the issue.

  • Note how often it occurs and when it started.

2. Confirm and Update Admin Credentials

  • Confirm whether your admin credentials for the sales channel have recently changed or expired.

  • Obtain the correct credentials for the affected sales channel

3. Verify Connection Settings

  • Navigate to Connections > Sales Channel > Manage Sales Channel in Webgility Desktop.

  • Click Edit Connection for the affected sales channel profile.

  • Review the API credentials, base URL, and other settings.

  • Update credentials if they have changed in the sales channel.

4. Test Connection

  • Click the Test Connection button within the store profile.

    • Success: Continue to next step.

    • Failure: Check network, firewall, or proxy settings.

5. Check for Platform Changes

  • Please confirm if any recent changes were made in your sales channel, such as a password reset, permission updates, or new user additions.

  • If yes, re-enter or reauthorize credentials accordingly.

6. Perform Manual Sync

  • Navigate to Orders > Get New Orders.

  • Monitor the sync process and note any additional errors.

Note:

Order retrieval issues in Webgility Desktop often stem from changes in credentials or platform settings. Verifying connection details and testing sync manually are essential first steps. If sync still fails after confirming setup, reviewing the full error message and recent changes in your sales channel will help narrow down the root cause.