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Resolve issues where Shopify orders import with negative amounts caused by incorrect gift card payments

This article helps Webgility Desktop users understand and resolve issues where Shopify orders import with negative amounts caused by incorrect gift card payments. It guides users on identifying affected orders, fixing the problem by re-importing order data from Shopify channel, and offers best practices to prevent and document similar issues going forward.

Overview

If you notice that some Shopify orders are importing into Webgility with negative totals, the issue is likely related to how gift card payments are being represented. This article explains why it happens, how to confirm the issue, and the steps you can take to resolve it.

Reason

Negative order amounts typically occur when Shopify does not correctly reflect gift card usage during the first sync. Here are the main causes:

  • Gift Card Application Error: Shopify may apply the gift card as a negative amount or fail to offset the total properly when a gift card is used as full or partial payment.

  • API/Import Timing: If the order is synced or imported before Shopify finalizes the gift card data, the total may appear incorrect in Webgility or your accounting tool.

  • Business Validation Impact: Some systems expect a positive or zero total; negative amounts can trigger validation errors and block order processing.

How to Confirm the Issue

1. Review the Order Details

  • Check the affected order in Shopify or your order management system.
  • Look for a negative total or due amount.
  • See if a gift card was applied to the order as full or partial payment.

2. Inspect Raw Data

  • If possible, export the order or access the API data to check for:
    • A gift card adjustment field.
    • The total value is showing as less than zero.

3. Check for Validation Errors

  • Look at any sync or import logs that show validation issues.
  • Common messages include "Total amount less than zero" or "Order rejected due to invalid amount."

Steps of troubleshooting: 

Step 1: Re-download or Refresh the Order

  • Use the Re-download, Refresh, or equivalent function in Webgility to pull the latest version of the order from Shopify. This action triggers a fresh API call, usually bringing in the correct gift card application details.

Step 2: Validate the Correction

  • After re-importing, check that:
    • The order amount is now zero if fully paid with a gift card.
    • Or it reflects the correct remaining balance if partially paid.
    • The business validation error is no longer showing.

Why This Works

This issue is almost always due to Shopify not finalizing the gift card data at the time of the first sync. By re-importing the order, Webgility fetches the most up-to-date information from Shopify's API, which usually corrects the negative amount issue without needing manual adjustments.