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How to solve missing WooCommerce orders after reconnecting your store

This article helps Webgility Desktop users address downloading missing orders after reconnecting their WooCommerce channel in Webgility Desktop. It also covers how to resolve common errors such as blocked IP addresses, incorrect URLs, and version mismatches to ensure a smooth integration between WooCommerce and Webgility Desktop.

Overview

If you've disconnected and reconnected your WooCommerce store in Webgility Desktop and are now missing orders, this guide will help you recover those orders and prevent this issue from happening again. This article also references how to fix common errors like blocked IP addresses, incorrect URLs, and version mismatches to ensure smooth integration between your WooCommerce store and Webgility.


Identifying Missing Orders

First, let's confirm which orders are missing.

  1. Check your Webgility Desktop integration logs to determine the date and time when your WooCommerce store was disconnected.
  2. Compare the order list in your WooCommerce admin panel with the orders synced in Webgility Desktop. Note the order IDs of any missing orders.

Steps to Download Missing Orders

  1. Reconnect the WooCommerce Store

Ensure your store is properly reconnected in Webgility Desktop.

  1. In Webgility Desktop, go to Connections > Sales Channels > Manage Sales Channel.
  2. Select the affected WooCommerce store.
  3. Click Reconnect and follow the prompts to re-enter your authentication details and restore the connection.
  1. Download Missing Orders by Order ID
  1. In Webgility Desktop, Click on Get new orders drop-down > Orders by ID > Enter order ID > Get new orders.
  2. Enter each missing WooCommerce order ID to download it.
  3. Confirm that each order imports successfully into Webgility Desktop.
  1. Verify Order Completeness

Double-check that all orders have been imported correctly into Webgility Desktop.

  • Cross-check the imported orders against your WooCommerce order list again.
  • If any discrepancies remain, repeat the import step for those specific orders.
  1. Update WooCommerce Plugin

To prevent this issue from recurring, ensure your WooCommerce plugin is up-to-date.

  • Make sure your Webgility Desktop application itself is up to date.
    1. If you're already logged in: Click Help > Check for Updates > Update within Webgility Desktop.
    2. If you're unable to log in: Download and install the latest version from portal.webgility.com.
  • 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. Log in to your WooCommerce admin panel.
    3. Go to Plugins > Add New > Upload Plugin and select the update package you downloaded.
    4. Click Install Now, and then Activate the updated module.
    5. Confirm the successful update under your Plugins list.

Other Common Connection Issues & Troubleshooting

Beyond reconnection issues, here are other common problems and how to fix them:

Blocked Webgility Extension Access

Your WooCommerce store's security settings might be blocking Webgility.

  • Solution: Whitelist Webgility IPs Please whitelist the following IP addresses in your WooCommerce hosting environment. This allows Webgility to communicate with your store securely:
    • 183.182.84.170
    • 111.118.255.21
    • 54.69.99.71

Incorrect Webgility Extension URL

Using the wrong URL during the connection process can cause failures.

Incorrect WooCommerce Admin Credentials

Ensure you are entering your correct WooCommerce admin username and password when connecting your store in Webgility.

Troubleshooting Error Messages

When you test your store connection in Webgility Desktop (Go to Connections > Sales Channels > Manage Sales Channel > Edit Connection > Test Store Connection), you might see messages like:

  • "We are facing an issue while processing your request. Please try again later."
  • "The remote server returned an error. (501) Service Temporarily Unavailable."
  • "Not able to connect to WooCommerce."

🛠 How to Fix These Errors

Step 1: Test Extension URL in Browser Paste your Webgility Extension URL into your browser. If it returns an error such as:

  • 403 Forbidden
  • Page Not Found
  • Access Denied

Continue with the checklist below.

Step 2: Checklist to Resolve Access Errors

  • Ensure the following IPs are whitelisted: 183.182.84.170, 111.118.255.21, 54.69.99.71
  • Confirm that your Webgility files on your hosting server have Read/Write/Modify permissions.
  • Make sure you're using the latest version of Webgility Desktop. (Help > Check for Updates > Update)
  • Upgrade to the latest Webgility Extension for WooCommerce if needed (download from portal.webgility.com).

Verifying Webgility Extension Version Paste the Webgility Extension URL into your browser. The version number will be visible at the top of the page. Ensure it matches the latest release available from portal.webgility.com.

Connection Tips

If you're still having trouble connecting:

  • Try modifying the URL format:
    • Add or remove www
    • Switch from http to https or vice versa

Additional Recommendations

  • Regularly update your WooCommerce plugin to the latest version.