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Resolving order download Failures from Sales Channels in Webgility Desktop

This guide assists Webgility Desktop users in addressing missing orders, which frequently result from misconfigured filters, integration issues, or technical disruptions with sales channels such as Shopify, WooCommerce, and others. It outlines the most common causes and provides step-by-step instructions to locate and manually download orders that failed to sync automatically.

Common Reasons Orders Are Missing

  1. Order Status Filters

    • Webgility allows you to configure which order statuses should be downloaded from your sales channel (e.g., WooCommerce, Shopify).

    • If filters are set incorrectly or don’t match the actual status of the order, Webgility may skip downloading it.

  2. Integration Errors

    • Connectivity issues or broken links between your e-commerce platform and Webgility may prevent order sync.

    • Authentication failures or outdated store connectors can also interfere with downloads.

  3. Technical Issues

    • Server downtime, timeouts, or interruptions in data transmission may temporarily block order downloads.

    • Delays or failures may also occur due to Shopify API rate limits or third-party plugin conflicts.

How to Locate and Download Missing Orders

Step 1: Search for the Order in Webgility

Before taking further action, verify whether the order is already in Webgility's local database:

  • Navigate to Orders > Search Order in Webgility Desktop.

  • Enter the order number or customer details.

  • If found, the order may already be imported but not yet posted to accounting. Review its sync status.

Step 2: Review Order Status Settings in Webgility

Ensure that Webgility is configured to download the correct order statuses from your sales channel:

  • Go to Connection > Sales Channel > Settings > Download Settings.

  • Under Order Status, select the appropriate statuses that match the missing orders (e.g., Paid, Processing, Completed).

  • Click Save & Continue to apply changes.

Tip: Compare the order status in your sales channel with what is configured in Webgility to ensure alignment.

Step 3: Use Manual Order Download Options

If the order still does not appear, use one of the following manual download methods:

Option A: Download by Order Range

  • From the Webgility Dashboard, click the dropdown next to Get New Orders and select Orders by Range.

  • In the popup window, select the appropriate start and end dates.

  • Some platforms allow more granular options (e.g., by minute or specific time windows).

  • Click Save & Close, then Get New Orders to initiate the manual download for the selected date range.

Option B: Download by Order ID

  • From the same Get New Orders dropdown, select Orders by ID.

  • In the popup window, enter the specific order number.

  • Click Add after each order number. You can add multiple orders one at a time.

  • Once all desired order IDs are entered, click Get Orders to download them into Webgility.

To remove an entry before downloading:

  • Select the incorrect or unwanted order from the list.

  • Click Remove to delete it from the pending download queue.

Next Steps

After downloading:

  • Check whether the orders appear under Orders > View Orders in Webgility.

  • Post them to QuickBooks if needed, and monitor for errors in the sync logs.