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Resolving Issues with Missing WooCommerce Orders in Webgility Desktop

This article helps Webgility Desktop users troubleshoot and resolve issues where orders are not downloading from WooCommerce. It provides step-by-step guidance to identify and fix common sync problems affecting order downloads.

 

Overview

If you're experiencing issues with orders not downloading from WooCommerce into Webgility Desktop, this guide will walk you through the troubleshooting and resolution steps to address the problem.

Issue Summary

Sometimes, WooCommerce orders might fail to download into Webgility Desktop, leading to incomplete order management. This guide helps you address this.

Resolution Steps

1. Update Webgility Desktop and WooCommerce Connector Plugin

Keeping both Webgility Desktop and the WooCommerce Connector plugin updated is crucial for smooth operation. Outdated software is a common cause of sync failures and compatibility problems.

  • To update your Webgility Desktop application:
    • If you're already logged in: Click Help > Check for Updates > Update within Webgility Desktop.
    • If you're unable to log in: Download and install the latest version from portal.webgility.com.
  • To update your Webgility WooCommerce Connector plugin:
    1. Download the latest Webgility/WooCommerce integration plugin. The latest version is available from your Webgility account portal. Log in to portal.webgility.com and navigate to the Downloads section to find the WooCommerce plugin file.
    2. Log in to your WooCommerce admin panel.
    3. Go to Plugins > Add New > Upload Plugin and select the update package you downloaded.
    4. Click Install Now, and then Activate the updated module.
    5. Confirm the successful update under your Plugins list.

2. Validate Plugin Functionality

After updating, ensure the plugin is working correctly with Webgility Desktop.

  1. In Webgility Desktop, go to Connections > Sales Channels > Manage Sales Channel > Edit Connection. Reconnect your store using the provided API or integration credentials.
  2. In Webgility Desktop, go to Orders > Get Orders to initiate a manual order download.
  3. Cross-verify orders between WooCommerce and Webgility Desktop to ensure all orders are present and complete.

3. Order Reconciliation Methods

After troubleshooting, it's a good practice to reconcile orders between WooCommerce and Webgility Desktop.

  • You can use order export reports from both systems to cross-check counts and order details to identify and address any missing or mismatched orders.

4. Monitor and Verify

After applying the resolution, monitor your order downloads to confirm the issue is resolved.

  • Test the order download feature to ensure it's working as expected.
  • We recommend monitoring your order downloads for the next 24–48 hours to confirm that the problem is permanently resolved.
  • If you still notice any orders that do not sync or are skipped, please report them to Webgility Support.

5. Collecting Error Logs (If Issues Persist)

If the problem persists after following these steps, collecting error logs will help Webgility Support investigate further.

  • Collect detailed error logs from both Webgility Desktop and WooCommerce. This includes any error messages you see during manual order downloads or synchronization attempts.
  • You can attach these logs and any relevant screenshots when contacting Webgility Support.

Other Common Connection Issues & Troubleshooting

Beyond general download issues, here are other common problems and how to fix them:

Blocked Webgility Extension Access

Your WooCommerce store's security settings might be blocking Webgility.

  • Solution: Whitelist Webgility IPs Please whitelist the following IP addresses in your WooCommerce hosting environment. This allows Webgility to communicate with your store securely:
    • 183.182.84.170
    • 111.118.255.21
    • 54.69.99.71

Incorrect Webgility Extension URL

Using the wrong URL when setting up the connection can cause failures.

Incorrect WooCommerce Admin Credentials

Ensure you are entering your correct WooCommerce admin username and password when connecting your store in Webgility Desktop.

Troubleshooting Error Messages

When you test your store connection in Webgility Desktop (Go to Connections > Sales Channels > Manage Sales Channel > Edit Connection > Test Store Connection), you might see messages like:

  • "We are facing an issue while processing your request. Please try again later."
  • "The remote server returned an error. (501) Service Temporarily Unavailable."
  • "Not able to connect to WooCommerce."

🛠 How to Fix These Errors

Step 1: Test Extension URL in Browser Paste your Webgility Extension URL into your browser. If it returns an error such as:

  • 403 Forbidden
  • Page Not Found
  • Access Denied

Continue with the checklist below.

Step 2: Checklist to Resolve Access Errors

  • ✅ Ensure the following IPs are whitelisted: 183.182.84.170, 111.118.255.21, 54.69.99.71
  • ✅ Confirm that your Webgility files on your hosting server have Read/Write/Modify permissions.
  • ✅ Make sure you're using the latest version of Webgility Desktop. (Help > Check for Updates > Update)
  • ✅ Upgrade to the latest Webgility Extension for WooCommerce if needed (download from portal.webgility.com).

🔄 Verifying Webgility Extension Version Paste the Webgility Extension URL into your browser. The version number will be visible at the top of the page. Ensure it matches the latest release available from portal.webgility.com.

Connection Tips

If you're still having trouble connecting:

  • Try modifying the URL format:
    • Add or remove www
    • Switch from http to https or vice versa

Best Practices

  • Regularly update all integration plugins to avoid compatibility issues.