How to Resolve Shopify Order Download Problems

Overview

This article provides steps to verify the Shopify Order download issue, performing key troubleshooting actions, and ensure a successful sync between Shopify and Webgility.

Root Cause

This issue is commonly caused by:

• A temporary API or sync disruption between Webgility and Shopify.
  
  
• Expired or invalid Shopify credentials or missing permissions.
  
  
• Use of an outdated Webgility version not compatible with the latest Shopify API updates.
  
  

Support Steps: Verifying and Resolving the Issue

Step 1: Confirm Installed Version

1. In Webgility, go to Help > Check for Updates.
   
   
2. Verify that the installed version is 9.9.2.
   
   
3. If not on version 9.9.2:
   
   
   • Advise the customer to update to the latest version.

Step 2: Test Order Sync

1. Ask the customer to create a new test order in Shopify.
   
   
2. In Webgility, initiate a manual sync:
   
   
   • Go to Orders > Get Orders > Shopify.
     
     
3. Check whether the test order is downloaded into Webgility.
   
   

Step 3: If Orders Are Still Missing – Backdate Download

1. Navigate to:
   
   
   • Integration > Connections > Sales Channels > Settings > Backdate Orders.
     
     
2. Select a date prior to the missing orders.
   
   
3. Click Backdate to re-download historical orders.
   
   
4. Verify that previously missing orders now appear in the order list.
   
   

Step 4: Store Reauthorization (If Problems Persist)

1. Revoke the existing Shopify connection:
   
   
   • Go to Connections > Sales Channels > Manage Sales Channel.
     
     
2. Reauthorize the Shopify store:
   
   
   • Follow the steps mentioned in the article
     
     
3. After reauthorization:
   
   
   • Retry manual sync or Backdate Download as outlined above.
     
     

Verification

Confirm if

• Orders are syncing correctly from Shopify.
  
  
• No error messages are appearing during synchronization.
  
  
• The correct Webgility version (9.9.2 or later) is installed.