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How to solve missing product details in WooCommerce Order downloads with Webgility Desktop

This article helps Webgility Desktop users address issues with missing product details when downloading WooCommerce orders into Webgility Desktop. It explains how outdated Webgility Desktop applications, outdated Webgility Store modules, or connection issues between the two systems can prevent orders from being accurately posted to QuickBooks Desktop.

Overview

When you download an order from WooCommerce into Webgility Desktop, you might find that some product details are missing. This can prevent the order from being accurately posted to QuickBooks. This issue often happens because your Webgility Desktop application or your WooCommerce integration module is outdated, or there's a problem with the connection between WooCommerce and Webgility.

Resolution Steps

Follow these steps to resolve missing product details in your WooCommerce order downloads:

  1. Verify Module Versions

It's important to ensure both your Webgility Desktop application and the WooCommerce connection plugin/module are up-to-date.

  • Check your current Webgility Desktop app version.
  • Check the version of the Webgility WooCommerce Connector plugin in your WooCommerce dashboard (you can usually find this under Plugins).
  • Make sure both are updated to the latest supported releases.
  1. Update Application and Integration Module

Outdated software is a common cause of integration issues.

If you are experiencing a Webgility Desktop login issue, please download and install Webgility Desktop from portal.webgility.com. If you are not experiencing a login issue and just need to update your Webgility Desktop application itself, you can update it by clicking Help > Check for Updates > Update within Webgility Desktop.

To update your Webgility WooCommerce Connector plugin:

  1. Download the latest Webgility/WooCommerce integration plugin. The latest version is available from your Webgility account portal. Log in to portal.webgility.com and navigate to the Downloads section to find the WooCommerce plugin file.
  2. Deactivate and delete the outdated plugin. Before installing the new version, it's crucial to deactivate and then delete the old Webgility plugin from your WordPress admin to prevent any conflicts or overlap.
  3. Install and activate the updated plugin. Upload the newly downloaded plugin file to your WordPress site and activate it.
  4. Verify plugin activation. After activation, check for any warnings or errors in your WordPress admin.
  1. Re-establish the Connection

Refreshing the connection can often resolve communication problems.

  1. In Webgility Desktop, go to Connections > Sales channel > Manage sales channel > Edit. 
  2. Reconnect your store by entering your store URL and API credentials again. This will refresh the integration credentials.
  1. Test Order Download

Now, try downloading the problematic orders again.

  • In Webgility Desktop, go to Get Orders.
  • Download the affected order(s) again.
  • Confirm that all product details (SKU, quantity, price) now populate accurately in the order grid.
  1. Validate Posting to QuickBooks

Finally, ensure the complete order posts correctly to QuickBooks.

  • Initiate a test post to QuickBooks for the re-downloaded order.
  • Verify that the complete order—including products, customer information, and sales totals—transfers successfully into QuickBooks.

Additional Recommendations

  • Always keep your Webgility Desktop application and all integration plugins updated to ensure compatibility and smooth operation.
  • Proactive version checks and connection refreshes typically resolve missing detail issues without further intervention.