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How to Troubleshoot and Resolve Product Syncing Issues in Webgility Desktop

This article helps Webgility Desktop users troubleshoot common issues causing products not to sync correctly between their sales channel and QuickBooks.

Step 1: Ensure All Products Are Downloaded in Webgility Desktop

First, it's important to confirm that all your products are downloaded into Webgility Desktop from both your sales channel and QuickBooks.

  • To check the product list: Refer to the Products Module View in Webgility Desktop guide.

  • If items are missing from QuickBooks in Webgility Desktop: You may need to refresh your item list from scratch. Follow the steps in the article Download Data from Scratch.

  • For missing items from your sales channel: Access advanced settings and clear the Last Download Date for Store Items. Then, follow the instructions in the article Download the Latest Store Data.

  • After performing the above checks: Click on the Products menu, then click on the Refresh Icon (circular arrow) on the top right-hand side. This process will refresh the item list from your sales channel.

  • Important Note: If you encounter connection issues with your sales channel or QuickBooks during this step, please refer to the following help articles for troubleshooting:

  • Tip: It is recommended to turn OFF the Scheduler in Webgility Desktop while downloading data. Also, when downloading items from QuickBooks, ensure you are logged into QuickBooks as an administrator.

Step 2: Verify Product Matching and Mapping

Incorrect matching or mapping of your products can prevent successful synchronization.

  • If the item SKU does not match the Product Name or the Item Name / Number according to your chosen matching criteria, the sync will not work.

  • Incorrect mapping can also lead to syncing the wrong quantity and other errors.

  • To review matching items: Navigate to Products, select View under All Products, and click on the Matching Products option.

  • To review mapped items: Go to the Mapped Products option.

  • If you wish to map items before syncing: Click on the following help article: How to Map Products.

  • For deleting existing mappings: Choose the Mapped View, select the item, and click on the Remove Mappings icon (trash can symbol).

Step 3: Check Product Sync Settings

The next step is to review your Product Sync Settings.

  • Navigate to Products > Settings > Sync Settings.

  • The highlighted settings below are generally recommended for syncing items. Please ensure these are configured correctly for your needs.

  • Also, verify that the correct Master Data source (either your sales channel or QuickBooks) is selected on this page.

    (Imagine an image here showing the recommended settings in Webgility Desktop)

  • To check if you are syncing the Available or On Hand Quantity: Access the Automation Rules.

    (Imagine an image here showing where to find Automation Rules)

  • Check the Item Settings to see if any specific rules are applied to individual items.

    (Imagine an image here showing Item Settings)

  • Note on Item Packs: If item Packs are defined in Webgility Desktop, you need to check if the item quantity is being calculated for sync according to the defined item pack. This option is disabled by default. If you see any discrepancies in the quantities of the pack items downloaded from QuickBooks, make sure to check if the setting under Products > Additional Mappings > Quantity/Weight is enabled and potentially causing a discrepancy.

    (Imagine an image here showing Products > Additional Mappings > Quantity/Weight)

Step 4: Check the "Out of Sync" Tab

Finally, review the "Out of Sync" tabs for specific items that are not synchronizing.

  • Access Products > Click Quantity Out of Sync OR Price Out of Sync.
  • Any items that are experiencing synchronization issues related to quantity or price will appear under these tabs.