Amazon Seller Central and Webgility Online rarely show the same raw order count, but every real Amazon marketplace order is almost always in both. The right workflow is to pull both counts the correct way, then apply three adjustments that explain the gap.
When This AppliesYou are comparing Amazon Seller Central order activity against Webgility Online's Sales > Orders list for a month (or any date range) and the counts do not match, and you want to know whether real orders are missing before you escalate.
What You Will NeedLogin access to Amazon Seller Central for the marketplace you want to reconcile, login access to Webgility Online, and your Amazon store's configured time zone in Webgility Online (see Webgility Online Order Download Settings for Amazon).
Steps to Reconcile the Counts
Step 1: Sign in to Amazon Seller Central and open Manage Orders from the Orders menu, then set the date filter to the window you want to compare.
Step 2: Set the Sales channel filter to Amazon.com (not Amazon US — the two look the same but the Amazon US entry can include non-marketplace rows), and read the total count the page shows at the top of the list.
Step 3: If you prefer a downloadable list, go instead to Orders > Order Reports, choose Type of report = All orders, set the Date Range Covered, click Request Report, and when the row's Report Status turns Done click Download Report (the page downloads 30-day intervals, so you may need two requests to cover a month that straddles a 30-day boundary).
Step 4: Sign in to Webgility Online and open Sales > Orders, then switch to the New Orders tab and use the top-right sales channel selector to switch to the same Amazon marketplace you pulled on the Amazon side (the step-by-step filter walkthrough is in How to Search and filter Orders in Webgility Online).
Step 5: Apply the date filter at the top of the list to the same date range you used on Amazon, then read the count on every tab that holds orders — New Orders, Posted, Error, and Ignored — and add them together, because an order can sit on any one of those tabs depending on where it is in the workflow and a count from just New Orders or just Posted will under-report your true total.
Step 6: Count distinct Order IDs in the Amazon report (not rows), because Amazon reports one row per item — an order with two different products, an order Amazon shipped in two packages, or an order with a part-cancelled line appears on more than one row.
Step 7: Exclude rows where the Amazon Sales channel is Non-Amazon, because those are Multi-Channel Fulfillment orders you sold elsewhere and asked Amazon to ship from FBA inventory, and Webgility Online does not download them (background in Amazon with Webgility Online: FAQ).
Step 8: Account for the time zone boundary — Amazon reports use Pacific time, so orders placed between 9:00 PM and midnight Pacific appear on the next day in your Webgility store's time zone, which can move a handful of orders into the following month.
Step 9: Open any Amazon Order ID that still appears missing in Webgility and check its status in Seller Central — a Pending order downloads only once Amazon flips its status to Shipped or Unshipped, so a report snapshot can list a Pending order Webgility has not yet received (for older ranges, see Historical Order download with Webgility Online).
Best PracticeSet your Amazon store's time zone in Webgility Online to match the time zone you reconcile in. If your accounting runs on Eastern time, keep the Webgility store on Eastern and know that Amazon's Pacific-time export will straddle the day boundary. When you share the Amazon report with support, include the report's date range and any Non-Amazon rows separately so the team does not spend time looking for orders Webgility is not meant to download.
Additional SupportIf a specific Amazon Order ID still appears missing after you apply the rules above, contact support@webgility.com with the Amazon Order ID, the date range you compared, the Amazon store profile name in Webgility Online, and the report rows for that order so the team can trace it through download.