Troubleshoot Shopify Order Download Issues in Webgility Desktop
This article helps Webgility Desktop users in addressing issues with downloading Shopify POS orders by date range but downloads via manual order ID lookup. This article outlines diagnostic and resolution steps.
Overview
After updating to Webgility Desktop v9.9.1, some users have experienced an issue where Shopify POS orders do not download by date range, even though they can be retrieved manually by order ID. This article outlines the steps to diagnose and resolve the issue, based on a reported case from a customer using Kluch Apparel.
Issue Summary
- Webgility Desktop has been updated to the latest version.
- Shopify connection was successfully reauthorized
- Order downloads by date range failed (no orders appeared)
- Manual downloads by order ID succeeded
Step-by-Step Troubleshooting
1. Verify Shopify Connection
- Go to Connections > Sales channels
- Confirm the Shopify store is connected
- Ensure Shopify credentials are valid and active
2. Review Order Download Settings
- Navigate to Connections > Sales channels > Settings > Order download date.
- Confirm that:
- A valid date range is selected
- No filters are incorrectly excluding the orders
- A valid date range is selected
3. Check Order Range Permissions
- Go to Orders > Advanced Settings
- Reset or update these settings as needed to ensure the full date range is covered
5. Test Download by Date Range Again
- Go back to Dashboard > Get New Orders
- Run a download using the date range that previously failed
- Confirm that Shopify POS orders now appear as expected
Additional Recommendations
- After software updates, review your order download settings to ensure nothing has been reset or changed unexpectedly
- When troubleshooting sync issues, always check the Advanced Settings
- Document any changes to your settings for future reference or to share with Support