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Resolving Shipping Processing and Tracking Update Issues on Webgility Desktop Add-On Machines for WooCommerce

This article helps Webgility Desktop users who operate add-on machine for shipping label processing, resolve issues related to shipping labels not processing correctly and tracking information not updating properly in WooCommerce, ensuring a smooth shipping workflow.

Overview

This article provides steps to resolve common problems where shipping labels aren't processing as expected or tracking information isn't correctly updating back to your WooCommerce store, especially when using Webgility Desktop on a secondary computer (an "add-on machine") for shipping. The goal is to re-establish connections and ensure tracking details are automatically posted back to your online store.

Issue Summary

You might be experiencing issues if:

  • Shipping labels are not being created or printed from your Webgility Desktop add-on machine as they should be.
  • Tracking information (like the tracking number and shipment status) is not automatically posting back to your WooCommerce orders after you process a shipment.
  • You need to ensure that tracking details are uploaded correctly for all processed orders, including any backdated ones.

Step-by-Step Resolution

Follow these steps to get your shipping and tracking updates working correctly.

1. Reconnect Your Shipping Integration (Stamps.com Example)

First, ensure your shipping carrier account (like Stamps.com) is properly authenticated on the Webgility Desktop instance you're using for shipping.

  1. Open Webgility Desktop on your add-on machine.
  2. Go to the Shipping tab at the top of the Webgility Desktop window.
  3. Click on Stamps.com (or your specific shipping carrier if it's different) within the Shipping section.
  4. You may need to re-enter your Stamps.com (or other carrier) credentials and re-authenticate the connection. Follow any on-screen prompts to complete the reconnection process.

2. Automate WooCommerce Tracking Updates

Next, configure Webgility Desktop to automatically post tracking information back to your WooCommerce store. This ensures your customers receive timely updates.

  1. In Webgility Desktop, go to Connections > Sales Channels > Settings > Order processing. 
  2. Look for settings "Post to Store".
  3. Configure how you would like to update the order on Store. 
  4. Save your changes.
  5. Also verify the Automation by click on Orders tab, under dashboard > Automation > Post to Store.

3. Test the End-to-End Order Workflow

After re-authenticating and configuring your settings, perform a test to confirm everything is working correctly.

  1. Create a test order in your WooCommerce store. Make sure it's a new order that hasn't been shipped yet.
  2. In Webgility Desktop process this test order's shipment and create a shipping label.
  3. Confirm the following:
    • The shipping label is created successfully.
    • A tracking number is generated.
    • The tracking number is automatically posted back to the corresponding order in your WooCommerce admin panel.
    • The order status in your WooCommerce admin panel updates to reflect that it has been shipped (e.g., changes to "Completed").

Best Practices

  • Regularly update your Webgility Desktop application to avoid compatibility issues.
    • 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.