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Resolving Amazon Canada Order Download Issues Due to SKU Errors

This article helps Webgility Desktop users resolve order download issues specific to Amazon Canada by addressing SKU mismatches. It explains how discrepancies between SKUs in Webgility Desktop and those listed on Amazon Canada can prevent orders from syncing, and provides steps to identify and correct the mismatches to restore successful order downloads.

Overview

This guide will help you troubleshoot and resolve problems with Amazon Canada orders not downloading into Webgility Desktop. The issue often stems from a mismatch in product SKUs, preventing Webgility from correctly associating incoming Amazon orders with your existing product records. This can lead to delays in order processing and accounting updates in QuickBooks Desktop.

Problem Summary

You might be experiencing this issue if:

  • New orders placed on your Amazon Canada store are not appearing in Webgility Desktop.
  • You receive error messages in Webgility related to "unmatched SKUs" or "missing items" during Amazon order downloads.
  • Orders from Amazon Canada seem to be "stuck" or are incomplete when trying to import them.

Root Cause: Incorrect Product SKUs

The primary reason for failed Amazon Canada order downloads due to SKU errors is an incorrect or outdated SKU in your Webgility product record that no longer precisely matches the SKU set on your actual product listing in Amazon Canada Seller Central. 

Step-by-Step Troubleshooting and Resolution

Follow these steps to identify and correct the SKU mismatch, then re-import your Amazon Canada orders.

1. Identify the Error and Affected Orders

First, look for indications of SKU errors in Webgility Desktop.

  1. Open Webgility Desktop.
  2. Go to Orders > Get Orders for your Amazon Canada store.
  3. If orders fail to download, check any error messages that appear directly in Webgility. These messages often indicate problems with specific orders or SKUs.
  4. For more detailed error information, you may need to check the Warn logs. You can typically find these under C:\Webgility\UnifyEnterprise\Error logs. Look for entries related to failed Amazon Canada order imports, specifically mentioning "unmatched" or "missing SKUs."

2. Investigate Product SKU Configuration

Once you've identified the issue, compare the SKU in Webgility (or your inventory system) with the SKU on Amazon Seller Central.

  1. Note down the SKU(s) mentioned in the error messages from Step 1.
  2. Log in to your Amazon Seller Central account.
  3. Navigate to Inventory > Manage Inventory.
  4. Search for the product(s) associated with the problematic SKU(s).
  5. Cross-reference the SKU you have recorded in Webgility (or your product database) with the actual SKU displayed for that product in Amazon Seller Central. Confirm if there is any discrepancy.
    • Example: If Webgility expects ITEM-001, but Amazon Canada lists it as ITEM001 or ITEM-001-CA, this is your mismatch.

3. Correct the Product SKU on Amazon Seller Central

The most effective way to resolve this is to correct the SKU directly on Amazon Seller Central to match what Webgility (or your master inventory system) expects.

  1. On Amazon Seller Central, go to Inventory > Manage Inventory.
  2. Find the relevant product(s) with the incorrect SKU.
  3. Click the "Edit" button next to the product.
  4. Locate the "SKU" field.
  5. Carefully edit the SKU field to precisely match the SKU that is configured in your Webgility product records or your inventory system.
  6. Save your changes on Amazon Seller Central. This update might take some time to process on Amazon's end.

4. Re-Trigger Order Import in Webgility

Once the SKU is corrected on Amazon, try downloading your orders again.

  1. Open Webgility Desktop.
  2. Go to Orders > Get Orders for your Amazon Canada store.
  3. This should now successfully download the previously failed orders.
  4. After downloading, proceed to post the orders to QuickBooks to complete your workflow.

Best Practices for Order Management

  • Consistent SKUs: Maintain consistent SKUs across all your sales channels (Amazon, other marketplaces, your website) and your inventory/accounting systems (QuickBooks, Webgility).
  • Regular SKU Audits: Periodically audit your product SKUs on your sales channels against your master inventory system to catch discrepancies early.
  • Monitor Sync Logs: Regularly review Webgility's sync logs for any warnings or errors to proactively address potential issues.
  • Keep Webgility Updated: Ensure your Webgility Desktop application is always up to date for the best compatibility and performance.
    • To update Webgility Desktop: Go to Help > Check for Updates > Update. If you can't log in, download the latest version from portal.webgility.com.