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Troubleshoot and resolve issues with Shopify order downloads in Webgility Desktop.

This article helps Webgility Desktop users troubleshoot and resolve issues with Shopify order downloads in Webgility Desktop. It covers common problems like missing orders, delayed processing, and incomplete downloads caused by configuration or integration errors, providing a detailed workflow to restore seamless order download.

Overview

When Webgility is integrated with Shopify, order downloads should be seamless. However, issues such as missing orders, delayed processing, or incomplete downloads can occur due to configuration problems or integration errors. This guide provides a detailed troubleshooting workflow for unresolved Shopify order download issues in Webgility environments.

Common Causes

  • Incorrect source/store settings in Webgility
  • Connection or authentication issues between Webgility and Shopify
  • API delays or limitations from Shopify
  • Sync schedule misconfiguration
  • Data integrity or filter mismatches (e.g., order status, date ranges)

Step-by-Step Troubleshooting Workflow

1. Validate Store Connection Settings

  • In Webgility navigate to Connections > Sales Channel > Manage Sales Channel
  • Under Action column click on Edit 
  • Click Test Connection to verify sales channel connectivity.

2. Review and Correct Status Settings

  • Navigate to Connections > Sales Channel > Settings in Webgility.
  • Double-check that download filters (dates, status, payment, fulfillment) align with the target order group.

3. Download Orders Manually

  • From the main Webgility dashboard, select Get New Orders.
  • Choose a date range that includes the missing and new orders.
  • Monitor sync status for errors, timeouts, or skipped entries.

4. Check Shopify for Order Status and Availability

  • Log into the Shopify admin panel.
  • Search for the affected order numbers and review their status (e.g., paid, unfulfilled).
  • Confirm the orders are not archived or outside the set filters.

5. Investigate Webgility Logs and Error Reports

  • Access CDrive > Webgility > Unify Enterprise >Error Logs and filter for order download errors in Warn Logs.
  • Capture error codes/messages if necessary.

6. Clear Cache and Reauthorize Integration

  • In Webgility navigate to Connections > Sales Channel > Manage Sales Channel
  • Under Action column click on Edit 
  • Click Test Connection to verify sales channel connectivity.

7. Test with a New Dummy Order

  • Place a test order in Shopify.
  • Attempt to download this order to confirm new orders are downloading.