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Troubleshooting Missing Gift Wrap Charges and Unmapped Items Causing Order Posting Failures in Webgility Desktop

This article helps Webgility Desktop users investigate and resolve issues preventing orders from Shopify or Amazon from posting to QuickBooks Desktop, often caused by missing gift wrap charge settings, unmapped items, or sync misconfigurations.

1. Identify Affected Orders

  • Navigate to Sales > Orders in Webgility Desktop.

  • Use filters to search for orders from January 1st onward.

  • Check Trash, Failed, or Error folders for stuck orders.

  • Note any error messages, especially those referencing gift wrap, missing item mappings, or ledger issues.

🧾 2. Fix Gift Wrap or Gift Card Item Setup (Amazon Focus)

A. Enable Gift Wrap as Line Item

  1. Go to:
    Connection > Sales Channel > Settings > Download Settings

  2. Enable: ✅ Gift card payment as a line item

  3. Click Save and Continue.

B. Confirm Gift Wrap/Gift Card Item Exists in QuickBooks

  1. In QuickBooks Desktop, go to Lists > Item List.

  2. Check if a Gift Wrap or Gift Card item exists.

    • If not, click Item > New:

      • Type: Non-Inventory or Service

      • Name: e.g., GiftWrap-Amazon

      • Assign correct income account

  3. Save and confirm the item is active.

C. Map Gift Wrap in Webgility

  • In Webgility, go to:
    Connections > Accounting > Sync Settings > Exp. & Fees

  • Locate Gift Wrap or custom charge fields.

  • Map to the correct QuickBooks Item created above.

  • Click Save Settings.

🔁 3. Reprocess Orders & Cleanup

  1. Navigate to the Orders screen.

  2. Use the Refresh icon to undo sync if the order was previously attempted.

  3. Select affected orders and click Post to QuickBooks.

  4. Monitor posting logs under Help > View Logs / Export Logs.

If posting fails again, re-check for:

  • Missing product SKUs

  • Tax/shipping account mismatches

  • Incorrect customer mappings