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

How to solve Shopify payment fees not downloading in Webgility Desktop

This article helps Webgility Desktop users troubleshoot cases where specific Shopify orders fail to download associated payment or transaction fees. The issue is usually isolated to individual orders rather than affecting the entire system.

Use the following steps to resolve issues where specific Shopify orders are not downloading associated payment/transaction fees into Webgility. This issue is typically order-specific and not a system-wide problem.

Troubleshooting Steps

1. Verify Store Connection

Ensure the Shopify store connection is properly authorized:

  • Go to:
    Connections > Sales Channel > Manage Sales Channel > Edit Connection

  • Click Reauthorize Connection to re-establish secure API access.

2. Refresh Affected Orders

Manually refresh the specific orders:

  • Open the Orders tab in Webgility.

  • Use the Refresh button to reload the latest data from Shopify for the affected order.

3. Confirm Webgility Desktop Is Up to Date

  • Make sure you are running the latest version of the Webgility Desktop application.

  • Update if necessary by checking the Webgility website.

Resolution

In most cases, reauthorizing the connection and refreshing the affected order resolves the issue.