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How to Resolve Payout Mismatch After Refund in Webgility Desktop

This article helps Webgility Desktop users resolve payout mismatches and reconciliation issues in QuickBooks Desktop that occur when the refund amount in the payout does not match the refunded amount issued through the sales channel (such as Shopify). It provides guidance on refreshing order and payout data in Webgility Desktop to correct the mismatch and ensure accurate posting.

Step 1: Verify the Refund Discrepancy

  1. In Webgility Desktop, go to the Posted Orders tab.

  2. Locate the affected order and open its details.

  3. Compare the refund amount in Webgility with the refund shown in your Shopify store.

Step 2: Undo the Order Sync

  1. Select the order.

  2. Right-click and choose Undo Sync.

Step 3: Re-download the Order

  1. Right-click the same order.

  2. Select Re-download to pull the latest order data from Shopify.

Step 4: Refresh Payout Information

  1. Go to Orders > Payouts.

  2. Find the related payout for the refunded order.

  3. If the payout was partially posted, right-click it and choose Undo Partially Posted.

  4. Click Remove, then Re-download to fetch the most up-to-date payout data.

Step 5: Confirm and Post

  1. After redownloading the payout, ensure the payout amount correctly reflects both the refund and the original payment.

  2. Post the payout.

The order will automatically post during the payout posting process. Once complete, the mismatch should be resolved, and the data will reflect accurately in QuickBooks.

If you're using an older version of Webgility Desktop, please go to Help > Check for Updates and complete the update before performing the steps above. If you’re unable to log in to Webgility, download the latest version from portal.webgility.com.