Troubleshooting Missing BigCommerce Orders in Webgility Desktop
This article helps Webgility Desktop users troubleshoot issues where orders from the BigCommerce sales channel do not appear in Webgility Desktop despite no error messages. It provides step-by-step guidance to verify the connection, adjust download settings, and retrieve missed orders.
Causes of Missing Orders
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Improper or incomplete connection between Webgility Desktop and BigCommerce
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Incorrect order statuses selected for download
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Order date range not set far enough back
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Scheduler not running or misconfigured
Step-by-Step Troubleshooting Instructions
1. Verify BigCommerce Store Connection
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Open Webgility Desktop.
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Go to Connections > Sales Channel > Test Connection.
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Use this guide to test the BigCommerce store connection.
⚠️ Do not disconnect and reconnect the sales channel. This may cause loss of settings and historical sync data.
2. Check Order Download Settings
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In Webgility Desktop, go to:
Connections > Sales Channel > Settings -
Under Order Download Settings, ensure that:
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The correct order statuses (e.g., Completed, Paid) are selected for download.
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Click Save and Continue after making any changes.
3. Set a Back Date for Order Retrieval
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In the same settings screen, locate the Order Date Range section.
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Set the start date far enough back to capture any previously missed orders.
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Example: Set it to 30 days prior to today’s date.
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4. Verify Scheduler Settings
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Click the Scheduler Indicator icon in the top-right corner of the Webgility Desktop window.
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Choose Review Settings.
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Ensure the correct BigCommerce sales channel is selected.
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Make sure Get New Orders is checked.
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Click Start Scheduler to begin the order sync process.