Troubleshooting Missing Payments on Posted Orders via Webgility Desktop
This article helps Webgility Desktop users resolve issues where orders posted to QuickBooks Desktop are missing associated payments. This typically occurs when orders are not marked as Paid in Webgility Desktop before posting. The article provides guidance on identifying and correcting the issue to ensure payment data is included during posting.
Issue Summary:
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Payments for certain sales orders are missing in QuickBooks.
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The related orders in Webgility are not marked as Paid.
Step-by-Step Resolution:
1. Ensure Webgility Desktop is Up-to-Date
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If you're unable to log in to Webgility, reinstall it from portal.webgility.com.
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If you are logged in, go to Help > Check for Updates > Update to ensure you're using the latest version.
2. Note the Status of Impacted Orders
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Locate the affected sales orders in Webgility.
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Note the order status (e.g., "Processing", "Completed") for each impacted order.
3. Verify Payment Settings for That Status
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Go to Connections > Sales Channels > Settings.
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Find the noted order status in the list.
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Under the ‘Process Payment?’ column, make sure the option is set to “no mark as paid”.
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Click Save to apply the changes.
4. Verify the Accounting Settings
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Go to Connections > Accounting > Sync Settings > Orders > Sales Order Setup.
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Ensure the “Mark as Paid” option is selected.
5. Resync the Affected Orders
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Select the impacted orders and click Undo Sync — they will move to the New Orders tab.
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Right-click on the orders and select Redownload.
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Once re-downloaded, post them again. They should now post to QuickBooks with payment details.
Following these steps will ensure your sales orders sync with payment data correctly in QuickBooks.