Skip to content
  • There are no suggestions because the search field is empty.

How to Resolve Posting Errors Due to Special Characters in Customer Details

This article helps Webgility Desktop user in addressing customer name-related errors when posting orders from Webgility Desktop to QuickBooks Desktop. The issue typically arises when special characters such as apostrophes ('), commas (,), or ampersands (&) are present in a customer’s name or company name, causing record mismatches between Webgility Desktop and QuickBooks Desktop.

When posting an order from Webgility to QuickBooks, you may receive an error related to customer names. This article walks you through how to fix the issue when special characters (like apostrophes) in a customer’s name prevent successful order posting.

Cause of the Issue

The error typically occurs due to special characters (such as ', ,, &, etc.) present in a customer’s name or company name. QuickBooks and Webgility struggle to match records when these characters are involved.


Example: The name O’Connor may cause Webgility to fail in locating the customer in QuickBooks.

Resolution Steps

Step 1: Remove Special Characters from the Customer Name in QuickBooks

  1. Open QuickBooks and navigate to the Customer Center.

  2. Locate the customer associated with the failed order.

  3. Open the customer record and check for any special characters.

  4. Edit the name and remove all special characters.

    • Example: Change O’Connor to OConnor.

  5. Save the updated customer record.

Step 2: Refresh QuickBooks Customer Data in Webgility

Clear Existing Data Download Dates

  1. Navigate to Connections > Sales Channels > Advanced Settings.

  2. Under the Application tab, click Clear beside:

    • Last download date for QuickBooks Items

    • Last download date for QuickBooks Customers

  3. Click Save and close the window.

💡 Note: You can also use this method to refresh sales channel items if they’re not appearing in Webgility.

Re-download QuickBooks Data from Scratch

  1. Go to Connections > Get Latest Data & Settings.

  2. Click the dropdown next to Download Data and select Re-Download All Data.

  3. This will refresh:

    • Customer list

    • Items

    • All relevant settings from QuickBooks

⏳ This process may take several minutes depending on your company file size.

Re-download Products Only (Optional)

  1. Go to the Products tab.

  2. Select under QuickBooks > All Products.

  3. Click the dropdown next to the Refresh icon in the upper right corner, then select Download Products from Scratch.

📌 You can also re-download products from your sales channel by following similar steps under the Sales Channel’s All Products section.

Step 3: Repost the Order to QuickBooks

  1. Go to the Orders section in Webgility.

  2. Find the order that previously failed to post.

  3. Click Post to QuickBooks again.

  4. Ensure the customer name now matches and has no special characters.

  5. The order should now post successfully.

Step 4: Verify the Customer and Order in QuickBooks

  1. Open QuickBooks and go to the Customer Center.

  2. Find the updated customer record.

  3. Verify the posted order now appears under that customer.

  4. Ensure the name has been saved without special characters.

Additional Notes

  • This issue occurs only when Webgility can’t match customer records due to special characters.

  • Always ensure that customer names are simple and free of punctuation or special symbols.

  • Keeping your Webgility and QuickBooks data in sync helps prevent such posting errors.