Skip to content
  • There are no suggestions because the search field is empty.

Troubleshooting Amazon FBA Orders Not Downloading Due to Skipped Orders

This article helps Webgility Desktop users troubleshoot missing FBA orders that aren’t downloading as expected. It explains how certain FBA orders may be skipped due to specific download settings in Webgility Desktop and shows users how to review the warn log to identify and resolve the issue.

Overview

This article provides step-by-step instructions to diagnose and resolve issues where Amazon FBA orders are not downloading into Webgility Desktop. The primary focus is on situations where orders are skipped due to specific download configurations, which can be identified in your Webgility warn log.

Identifying the Issue

You might be experiencing this issue if:

  • Amazon FBA orders are missing from your Webgility Desktop.
  • You are not seeing all expected orders download, even though they appear in your Amazon Seller Central account.
  • You suspect some orders are being "skipped" during the download process.

Step-by-Step Troubleshooting and Resolution

Follow these steps to ensure your Amazon FBA orders download correctly into Webgility Desktop.

1. Verify Amazon Store Connection and FBA Download Settings

First, ensure your Amazon store is connected and that the FBA download option is enabled.

  1. Launch Webgility Desktop.
  2. Go to Connections > Sales Channels.
  3. Click on Manage Sales Channel.
  4. Find your Amazon store in the list, and then click Edit.
  5. Within the Amazon store settings, ensure the option to "Download FBA orders" (or similar phrasing) is enabled/checked.
  6. Click Test Connection to ensure Webgility can successfully communicate with your Amazon store. If the test fails, resolve any connection issues first (refer to general connection troubleshooting guides if needed).

2. Inspect the Warn Log for Skipped Orders

The warn log can provide clues as to why orders are being skipped.

  1. Under Cdrive > Webgility > Unify Enterprise > Error Log.
  2. Look for and open the "Warn" log file (e.g., WarnLog.txt or similar).
  3. Browse through the warn log entries. Look for any messages indicating that orders were skipped or not downloaded, especially those related to Amazon FBA. Note down any specific error types or reasons given (e.g., "order status ignored").

3. Adjust Order Download Settings to Include Skipped Orders

A common reason for FBA orders being skipped is that their status on Amazon doesn't match the statuses you've selected for download in Webgility.

  1. In Webgility Desktop, go to Connections > Sales Channels.
  2. Click on Manage Sales Channel.
  3. Find your Amazon store in the list, and then click Edit.
  4. Go to the Order Download Settings tab (or similar section).
  5. Under the "Order Statuses to Download" or similar section, ensure the following statuses are selected (if applicable for your Amazon FBA orders):
    • Complete
    • Payment complete
    • Pending payment
    • Crucially, also look for and select the option: "Download orders in ignored tab" or similar. This setting ensures that even orders with statuses Webgility might typically skip are downloaded into the "Ignored" tab, allowing you to review them.
  6. Click Save to apply these changes.

4. Re-Trigger Order Download

Now that your settings are adjusted, try downloading your FBA orders again.

  1. In Webgility Desktop, go to Orders.
  2. Click Get New Orders.
  3. Monitor the download process. After completion, check if the previously missing FBA orders now appear in your order list, or within the "Ignored" tab if you enabled that option.
  4. If orders are in the "Ignored" tab, you can review them and manually move them to your main order list if needed.
  5. Proceed to post the orders to QuickBooks once confirmed.

5. Monitor Future Order Downloads

After making these changes, monitor your Amazon FBA order downloads for the next business day to ensure that the issue is fully resolved and new orders are consistently downloading.

Best Practices

  • Understand Amazon FBA Order Statuses: Be familiar with how Amazon assigns statuses to your FBA orders (e.g., Pending, Shipped, Delivered). Ensure your Webgility download settings align with these statuses.
  • Regular Log Review: Periodically review Webgility's warn and error logs for any recurring messages, which can indicate underlying issues.
  • Keep Webgility Updated: Ensure your Webgility Desktop application is always up to date.
    • To update Webgility Desktop: Go to Help > Check for Updates > Update. If you can't log in, download the latest version from portal.webgility.com.