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Resolving Refund Failure Discrepancies occured while Payout Posting in Webgility Desktop

This article helps Webgility Desktop users identify, fix, and reconcile refund-related issues that occur when a refund order is processed incorrectly or doesn’t sync properly, preventing errors in the payout posting and ensuring accurate account balances.

Overview
When a refund order is processed incorrectly or doesn’t sync properly, it can cause errors in your payout report. This guide will help you identify, fix, and reconcile these refund-related issues to keep your account balances accurate.

Symptoms of a Refund Failure

Watch for these signs in your payout report:

  • Orders marked as Refund Failure

  • Unexpected payout totals or balance mismatches

  • Sync errors or alerts related to the problematic order

How to Fix a Refund Discrepancy

Step 1: Locate the Problem Order

  • Open the payout report with the issue.

  • Find the order flagged for refund failure or showing incorrect values.

Step 2: Un-Sync the Affected Payout

  • Go to the Payout or Settlement module.

  • Select the payout batch that has the discrepancy.

  • Click Un-Sync to reset the payout and clear cached data.

Step 3: Adjust Manual Entries

  • Review all manual credits, debits, or refund fees linked to the failed order.

  • Correct these entries by reversing or updating them to accurate amounts, including:

    • Manual adjustments

    • Refund processing fees

Step 4: Reconcile and Verify

    • Run the payout report again.

    • Check that the balances now show the correct amounts.

    • If issues persist, contact your accounting team or escalate for further audit.