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Troubleshooting eBay Orders Not downloading to Webgility Desktop

This article helps Webgility Desktop users troubleshoot and resolve issues when eBay orders fail to download and post into QuickBooks Desktop. It covers steps such as identifying affected stores, checking connection settings and file paths, reviewing logs, restarting the sync service, refreshing credentials, and running a test sync to ensure smooth order flow.

What’s Happening

If your eBay orders aren’t making it into QuickBooks via Webgility Desktop, it usually comes down to a connection hiccup—often from expired credentials or an incorrect company file path. Let’s get your orders flowing again!

1. Pinpoint the Affected Store & Timing

  • Open Webgility Desktop’s Sync Queue and filter for eBay orders.

  • Note which eBay store and user account are stalling.

  • Check the timestamp of the last successful download to see when things went sideways.

2. Gather Your QuickBooks & eBay Details

  • In Webgility Desktop, go to Connections > Accounting/POS/ERP > Edit connection and note your QuickBooks version and company file location.

  • Under Connections > Sales Channels > Manage Sales Channels, check your eBay connection if that's working fine.

3. Peek at the Logs for Clues

  • Navigate C:\Webgility\UnifyEnterprise\ErrorLog\Warn log

  • Look for any “authentication failed” or “file not found” messages around the time you tested the sales channel connection.

4. Give Your scheduler a Fresh Start

  • In the system tray, right-click on the W icon, hit Stop Scheduler, wait a few seconds, and then click Exit and then Start Scheduler.

  • Head back to the Scheduled tab in Webgility and see if your eBay orders begin moving again. 

5. Run a Test Download

  • Watch the queue: your stalled orders should clear out and post into QuickBooks.

Friendly Tips for Next Time

  • Monitor daily: A quick glance at your Sync Queue each morning helps you catch issues early.

  • Keep credentials fresh: Reauthorize every 90 days or whenever prompted.

  • Save your path: If you move your QuickBooks file, update the path in Webgility right away.

With these steps, your eBay-to-QuickBooks order flow via Webgility Desktop will stay smooth and reliable—no more missing sales!