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How to Resolve Payout Posting Errors Due to Cancelled or Fraudulent Orders in Webgility Desktop

This article helps Webgility Desktop users troubleshoot payout posting errors in Webgility Desktop caused by cancelled or fraudulent orders included in the payout batch. Such orders can disrupt the sync process and lead to failures when posting payouts. The guide provides step-by-step instructions to identify, remove, and resolve these problematic orders to ensure successful payout posting.

Causes of Issue

  • Cancelled or fraudulent orders are not automatically excluded from the payout batch.

  • Webgility does not support manual refund adjustments during payout posting.

  • Attempting to post a batch containing problematic orders results in a failure or error prompt.

Step-by-Step Instructions

1. Exclude Problematic Orders

Remove these orders manually.

2. Retry Payout Posting

  • Once the problematic orders are removed, retry posting the payout from within Webgility Desktop.

  • Confirm that the posting completes successfully and the original error is no longer displayed.

3. Adjust Refunds in QuickBooks

  • If refund amounts need correction, please note that these cannot be manually adjusted within Webgility.

  • You must log into QuickBooks and make the refund or credit memo adjustments directly after the payout is posted.

Best Practices

  • Double-check all orders for accurate status before attempting a payout sync.

  • Reconcile payouts regularly to identify and fix errors early.

  • Maintain audit records of orders removed from payout batches, including date and order ID.

Notes

Manual intervention is required for excluding cancelled/fraudulent orders from payout posting in Webgility Desktop. Any refund edits must be made in QuickBooks only.