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Resolving Order Download Issues in Webgility Desktop

This article helps Webgility Desktop users resolve order download delays from their sales channels, ex. Shopify. It provides step-by-step actions, configuration best practices, instructions for verifying the fix, and guidance to ensure ongoing order download performance.

Issue Summary

  • Webgility Desktop updated to latest version (e.g., v9.9.2)

  • Shopify sales channel connection is successfully reauthorized

  • Orders fail to download when using date range filters

  • Manual order download via order ID works correctly

Step-by-Step Troubleshooting Instructions

1. Verify the Shopify Sales Channel Connection

  • Go to Connections > Sales Channels

  • Ensure your Shopify connection is active and authorized

  • If needed, reauthorize by clicking Edit Connection and logging into Shopify

2. Review Order Download Date Settings

  • Navigate to:
    Connections > Sales Channels > Settings > Order Download Date

  • Confirm the correct date range is selected

  • Make sure no unnecessary filters are applied that might block the order retrieval (e.g., payment or fulfillment status)

3. Adjust Order Range and Filters in Advanced Settings

  • Go to Orders > Advanced Settings

  • Verify that the order download settings are not limited to a restricted time frame or filtered incorrectly

  • Reset the settings to default if necessary and save the changes

4. Re-Test Order Download by Date Range

  • Return to the main screen and click Dashboard > Get New Orders

  • Select the same date range where orders previously failed to download

  • Click Get New Orders and verify whether the Shopify POS orders now appear

Additional Recommendations

  • After any Webgility Desktop update, revisit your order download settings to ensure no preferences were unintentionally reset

  • Use Advanced Settings regularly to review and confirm download filters and rules

  • Document your current settings before making changes for easy restoration if needed

  • If issues persist, manual download using the Order ID remains a temporary workaround

By following these steps, you should be able to restore your ability to download Shopify orders by date range in Webgility Desktop.