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How to solve database reconnection and missing Shopify Orders Issues

This article helps Webgility Desktop users in addressing issues with recent Shopify orders not downloading into Webgility Desktop, often caused by outdated integration or an invalid sales channel connection. It provides steps to update the system and re-establish the Shopify-Webgility Desktop connection.

Overview

If you're unable to download recent Shopify orders—into your Webgility Desktop (WD), it may be due to an outdated integration or invalid connection. This guide walks you through resolving the issue by updating your system and re-establishing the Shopify-WD connection.

Issue Summary

You may encounter missing Shopify orders when attempting to download them into your warehouse system. In a recent case, this was traced to:

  • An outdated WD version

  • A disconnected or invalidated Shopify integration

Root Cause

The connection between your WD and Shopify can become outdated due to:

  • Version mismatches following software updates

  • Configuration drift (e.g., expired tokens, permission changes)

As a result, orders placed in Shopify—such as those from January 2024—may not sync or appear in your warehouse system.

Resolution Steps

1. Update Your Webgility Desktop WD)

Start by ensuring your WD  is up to date:

  • Check the current version of your WD software.

  • If it’s not the latest supported version, upgrade to the most recent release.

Note: Keeping your WD software updated ensures compatibility with Shopify and other platforms.

2. Reconnect WD to Your Shopify Store

Once your WD is updated:

  1. Go to Connections > Sales channels > Manage Sales Channels in your WD or integration dashboard.

  2. Select the option to Re-authorize or Reconnect the integration.

  3. Follow the prompts to:

    • Re-authenticate your Shopify account

    • Establish a new, secure connection

  4. Make sure to save your updated connection settings.

3. Confirm Order Sync

Now that the connection is re-established:

  • Use the manual download or sync function in your WD interface.

  • Download orders from the impacted time period (e.g., January 2024).

  • Confirm that the missing orders now appear in the system.