How to Troubleshoot Missing or Incomplete Orders download from BigCommerce in Webgility Desktop

Resolving Order Download Issues from BigCommerce in Webgility Desktop

This article helps Webgility Desktop users troubleshoot and resolve issues when orders from a BigCommerce store profile fail to download into Webgility Desktop. It guides users through identifying causes of missing orders or incomplete downloads, even when no error messages are displayed, to ensure all expected orders are properly imported.

Troubleshooting Steps

Step 1: Check the BigCommerce Sales Channel Connection

Ensure that the BigCommerce store is properly connected to Webgility.

1. In Webgility Desktop navigate to Connections, click on Sales Channels and go to Manage Sales Channels.
2. Click on the Edit icon under Action column, and then click on Connect to BigCommerce.
3. User will be redirected to the BigCommerce Login Page, enter your BigCommerce Admin Credentials and login.
4. Once you’re logged in, Webgility will display a ‘Successfully 'Connected’ prompt.

Important:
Avoid disconnecting and reconnecting the sales channel, as this may result in the loss of settings and historical sync data.

Step 2: Review Order Download Settings

In Webgility Desktop:

1. Navigate to Connections, go to Sales Channels and click on Sales Channel Settings

2. Under Order Download Settings, ensure appropriate order statuses are selected for download and check the order download date.

3. Save any changes by clicking on Save and Continue.

Step 3: Set an Earlier Start Date for Order Download

To ensure all relevant orders are included:

• In the same Sales Channel settings section, locate the Order Download Start Date.

• Set this to a date before the range of the missing orders (e.g., 01/01/24 or earlier).

• Save the settings and then Click Get New Orders to refresh and download the relevant data.