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Troubleshooting eBay Integration Failures in Webgility Desktop Due to Permission Errors

This article helps Webgility Desktop users resolve connection issues between the eBay sales channel and Webgility Desktop when admin credentials are required to re-establish the integration. These issues typically block order synchronization and platform communication. The guide includes validation steps, instructions for updating the platform, and post-reconnection sync procedures to ensure all pending orders are retrieved successfully.

Step-by-Step Resolution Workflow

1. Replicate the Issue

  • Attempt to connect the eBay sales channel in Webgility Desktop.

  • If the connection fails, review the error message for indications that admin credentials are required.

2. Validate Account Access

  • Confirm that you have admin-level credentials for both:

    • The Webgility Desktop platform, and

    • The eBay account is being integrated.

  • Ensure the user account has the necessary permissions to authorize API connections and manage orders.

3. Update Webgility Desktop

  • Go to Help > Check for Updates in Webgility Desktop.

  • If an update is available:

    • Ensure "Take Webgility database backup before proceeding" is checked.

    • Proceed with the update and follow the on-screen instructions.

    • After completion, log back in and allow the system to update the database.

4. Reconnect the eBay Sales Channel

  • Navigate to Connections > Sales Channel > Manage Sales Channel.

  • Click the Edit icon next to the eBay sales channel.

  • Select Reconnect (or Add Account if not previously connected).

  • Log in using verified admin credentials for eBay.

  • Accept all required permissions for syncing orders and tracking information.

  • Ensure the connection status updates to Connected.

5. Download Missing Orders

  • Go to Orders > Get New Orders within Webgility Desktop.

  • Select the eBay sales channel and initiate a manual order sync.

  • Confirm that all pending orders now appear in the platform's order list.

Summary

Connection issues with the eBay sales channel in Webgility Desktop are often caused by expired sessions or insufficient permissions. Ensuring admin-level credentials, performing a platform update, and re-establishing the integration are typically effective in restoring full functionality. Always perform a manual sync and validate all orders are accounted for before confirming resolution.