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How to Troubleshoot Shopify Refunds Not Included in existing orders in Webgility Desktop

This guide helps Webgility Desktop users troubleshoot issues that occur when posting Shopify payouts containing refunds. 

Error Message:

Cause

This issue occurs because the refund is downloaded into Webgility as a line item. This typically happens when a partial refund is issued or when only the refund amount is processed on the store without a corresponding return of the product.

Resolution

Step 1: Review Shopify Order Download Settings

  1. Open Webgility Desktop.
  2. Go to Connections > Sales Channels.
  3. Go to the Settings tab.

  4. Select the 'Get Refunds and Record in' option, then choose a QuickBooks item with the Non-Inventory type to record refunds in QuickBooks.

  5. Click Save to apply the changes.

Step 2: Re-download the Affected Order

    1. Return to the Webgility Desktop Dashboard.
    2. Go to Posted Orders tab.
    3. Right-click the affected order and select Undo Sync to unsync the order. The order will move to New orders tab.
    4. Allow Webgility to re-download the affected order by right-clicking on the order under 'New orders' tab.
    5. Open the order in Webgility and verify that the refund information is available.

Step 3: Retry the Payout

Once the affected Shopify order and refund are available in Webgility:

  1. Retry the payout posting.
  2. Verify that the refund is included correctly in the payout.
  3. Confirm that the payout posts successfully to your connected accounting system.

Still having trouble?

If the issue continues after following these steps, contact Webgility Support.