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Resolving eBay Order Download and Refund Automation Problems in Webgility Desktop

This article helps Webgility Desktop users troubleshoot common issues with processing eBay orders and refunds correctly via Webgility Desktop. It focuses on challenges related to order downloads, refund automation, and order-accounting mismatches specific to eBay integrations. The step-by-step guide assists users in identifying and resolving these problems using the Webgility Desktop application.

Causes of Issues

  • Missing Orders: Orders may fail to sync due to improper filters, integration misconfigurations, or conditions like unpaid or cancelled statuses.

  • Refunds Not Posting Automatically: Refund settings may be disabled or not applied retroactively.

  • Accounting Discrepancies: Orders may be missing due to exclusions or sync errors, causing differences between eBay and accounting records.

Step-by-Step Instructions

1. Missing eBay Orders

  • Identify Affected Store and Sync Issues

    • Open Sync Queue in Webgility Desktop.

    • Filter for eBay orders and note the last successful sync.

  • Verify QuickBooks and eBay Settings

    • Go to Connections > Accounting/POS/ERP > Edit Connection and confirm the QuickBooks file path.

    • Check eBay connection under Connections > Sales Channels.

  • Check Logs for Errors

    • Navigate to C:\Webgility\UnifyEnterprise\ErrorLog\Warn log.

    • Look for messages like “authentication failed” or “file not found.”

  • Restart the Scheduler

    • Right-click the Webgility (W) icon in the system tray.

    • Select Stop Scheduler, then Exit, and finally Start Scheduler.

  • Run a Test Sync

    • Manually download orders and monitor the queue to ensure orders post to QuickBooks.

2. Enable Automatic Refund Posting

  1. Review Sync Settings. 

  2. Ensure the Automatic Refund Posting checkbox is enabled.

  3. Manually process or repost any historical refunds that were missed.

  4. Move any previously refunded orders to the correct status if needed.

3. Address Order Posting Discrepancies

  1. Open Webgility Desktop > Connections > Accounting/POS/ERP > Sync Settings.

  2. Compare transactions posted to your accounting software against eBay reports.

  3. Identify and exclude any test, refunded, or cancelled transactions from your review.

  4. Repost or reconcile specific transactions manually as needed.

Notes

  • eBay test orders, unpaid orders, or cancelled transactions are typically excluded by design.

  • Refund posting must be enabled proactively—previous transactions won’t apply retroactively unless handled manually.

  • Always verify sync success through the logs tab after reconfiguration.