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How to solve WooCommerce Orders not downloading into Webgility Online

This article helps Webgility Online users address common issues that prevent WooCommerce orders from downloading into Webgility Online. It covers troubleshooting order sync settings, date configurations, and the management of "ignored" orders to ensure smooth synchronization between the WooCommerce channel and Webgility Online.

Overview

If your WooCommerce orders are not downloading into Webgility Online, it often relates to your order sync settings, date configurations, or how "ignored" orders are managed. This guide will help you resolve these common issues and ensure a smooth sync between your WooCommerce store and Webgility Online.


Checklist Before You Begin

  • Confirm that the correct WooCommerce store is connected in Webgility Online.

Step-by-Step Resolution

  1. Review and Adjust Order Download Settings

It's crucial to ensure your Webgility Online settings are configured to capture all desired orders.

  1. In Webgility Online, go to Settings > Stores.
  2. Select the affected WooCommerce store profile.
  3. Click Order Settings.
  4. Confirm the date range covers all the missing order(s).
  5. If necessary, use the Backdate to include dates prior to your current settings. For example, set a backdate to start from when you expect missing orders to have been placed.
  6. Save changes and then initiate a sync.
  1. Force Download of Missing Orders

After adjusting settings, try to force a download.

  1. Navigate to the Orders section in your Webgility Online dashboard.
  2. Click on Refresh button.
  3. Confirm that the missing WooCommerce orders now appear.
  1. Address Orders in the 'Ignored' Tab

Sometimes, orders might be in the 'Ignored' tab, preventing them from being processed.

  1. In Webgility Online, go to the Orders > Ignored section.
  2. Identify any orders that should be reprocessed or deleted.
  3. To recover an order:
    • Select the checkbox beside the order.
    • Click Restore
  4. If orders are not required for processing, you can select them and use Delete to remove them.
  1. Confirm Orders in the 'New Orders' Tab

Finally, verify that your recovered and newly synced orders are ready for processing.

  1. Go to Orders > New Orders.
  2. Verify that your recovered and newly synced orders now display correctly.
  3. Check the order data accuracy (including Order ID, status, and items).

Other Common Connection Issues & Troubleshooting

Beyond order sync settings, other factors can affect your WooCommerce connection with Webgility Online.

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 when setting up the connection can cause problems.

Incorrect WooCommerce Admin Credentials

Always make sure you are entering your accurate WooCommerce admin username and password when connecting your store in Webgility Online.

Outdated Webgility Extension

If your WooCommerce store has been updated but your Webgility Extension has not, you might see errors.

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.

 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.
  • 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 all your WooCommerce plugins and WordPress core.