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Resolving Amazon Order Download Failures Caused by Connection Authorization Issues

This article helps Webgility Desktop users resolve issues where Amazon orders stop downloading due to expired or revoked authorization. It provides step-by-step instructions to re-authorize the Amazon store connection, ensuring order downloads resume smoothly.

Overview

This guide provides a step-by-step process to troubleshoot and resolve Amazon order download failures that occur due to expired or revoked connection authorization in Webgility Desktop. By re-establishing this authorization, you can restore seamless communication and ensure your Amazon orders sync correctly.

Problem Summary

You might be experiencing this issue if:

  • Amazon orders are not downloading into Webgility Desktop.
  • You see error messages during order download attempts related to "permissions," "authentication," "invalid credentials," or "failed connections."
  • You may have recently changed your Amazon Seller Central password or received an email from Amazon requesting re-authorization for third-party apps.

Root Cause

Order download failures typically occur when Webgility Desktop no longer has valid authorization tokens to communicate with Amazon's servers. This can happen for several reasons:

  • Expired Credentials: Amazon API credentials can expire over time for security reasons.
  • Revoked Access: You or another user may have accidentally revoked Webgility's access within your Amazon Seller Central account.
  • Password Changes: Changing your Amazon Seller Central password can sometimes invalidate existing API authorizations.
  • Amazon Security Updates: Amazon occasionally rolls out security updates that require re-authorization for integrated applications.

Step-by-Step Resolution Procedure

Follow these steps to diagnose and re-establish your Amazon store connection in Webgility Desktop.

1. Diagnose the Issue and Check Webgility for Errors

  1. Open Webgility Desktop.
  2. Attempt to Get New Orders for your Amazon store.
  3. Carefully read any error messages that appear. Look for phrases indicating failed connections, invalid credentials, or permission issues.
  4. For more detailed information, you can review Webgility's error logs (usually found under C:\Webgility\UnifyEnterprise\Error logs). Look for entries related to Amazon order downloads that mention authentication or authorization problems.

2. Re-establish the Amazon Store Connection

This is the primary step to renew the authorization.

  1. In Webgility Desktop, go to Connections > Sales Channels.
  2. Click on Manage Sales Channel.
  3. Select your Amazon store profile.
  4. Go to Connections > Sales channel > Manage Sales channel > "Edit" button.
  5. Click the "Test Connection" button (or a similar "Reconnect" or "Re-authorize" button if available).
  6. Your web browser will typically redirect you to Amazon’s secure sign-in page.
  7. Log in to your Amazon Seller Central account using your Amazon credentials. Ensure you are logging into the correct Amazon account linked to Webgility.
  8. Follow the on-screen prompts to authorize Webgility Desktop to access your store. Grant all the requested permissions to ensure full functionality.
  9. After successful authorization on Amazon's site, you should be redirected back to Webgility Desktop. Confirm that the store status now shows as "Connected" or "Authorized."

3. Verify Automation and Test Order Download

After re-authorizing, confirm that order downloads are now working correctly.

  1. Manually trigger an order synchronization in Webgility Desktop by going to Orders > Get New Orders.
  2. Check if recent Amazon orders now download successfully into Webgility.
  3. If you use Webgility's scheduler for automated downloads, monitor your system for the next scheduled run to ensure it proceeds without errors.

Best Practices

  • Proactive Monitoring: Regularly check your Webgility connection status for your Amazon store and monitor order downloads to catch any issues early.
  • Account Security: If you change your Amazon Seller Central password, be prepared to re-authorize your Webgility connection shortly after.
  • Keep Webgility Updated: Ensure your Webgility Desktop application is always up to date for optimal compatibility and security.
    • 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.