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How to Resolve Payout Delays in Webgility Desktop Caused by Shopify Chargebacks

This article helps Webgility Desktop users who are managing Shopify orders and experiencing delay in the payouts. It explains that a common cause of payout delays is a pending chargeback linked to a Shopify order, which prevents Webgility Desktop from completing the payout posting in QuickBooks Desktop until the chargeback is resolved. The article guides support teams in identifying and resolving payout holds related to chargebacks within the Shopify-Webgility Desktop workflow.

Overview

Payout delays in Webgility Desktop often occur when a chargeback on a Shopify order remains unresolved or pending. Webgility blocks posting payouts associated with these orders to avoid releasing funds that may be reversed. Support agents can guide customers through verifying chargeback status in Shopify, refreshing order data in Webgility Desktop, and reposting orders to clear payout holds.

Symptom

  • Expected payout amounts from Shopify orders do not post in QuickBooks or the accounting system via Webgility Desktop.

  • In Shopify or Webgility Desktop order details, the chargeback status is marked Pending or shows an unresolved dispute.

Root Cause

Webgility Desktop prevents payout posting when a Shopify order has a pending chargeback or dispute, as the funds related to that order remain frozen until resolution.

Step-by-Step Resolution

1. Confirm Pending Chargeback Status in Shopify

  • Log in to the Shopify admin portal.

  • Locate the affected order and review the Payments or Disputes section.

  • Verify that a chargeback or dispute is listed as Pending or unresolved.

2. Refresh Order Data in Webgility Desktop

  • Open Webgility Desktop.

  • Navigate to Orders and perform a Download Orders sync from Shopify to update the latest order and payment statuses.

  • Ensure that Webgility Desktop reflects the current chargeback status from Shopify.

3. Instruct Customer to Repost the Order

  • Guide the customer to locate the affected order in Webgility Desktop under the Posted Orders or Order History tab.

  • Select the order and choose Repost to QuickBooks or the connected accounting system.

  • This step refreshes the transaction and may clear payout holds once the chargeback is resolved.

4. Monitor Payout Posting

  • After reposting, monitor Webgility Desktop’s activity logs for successful payout posting messages.

  • Verify in QuickBooks or the accounting system that the payout associated with the Shopify order has posted.

5. Communicate Resolution

  • Inform the customer when the payout posts successfully.

  • Advise them to monitor Shopify disputes and contact support if the chargeback status remains unresolved or if payout delays persist.