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Troubleshooting Order Download, Posting, and Quantity Sync Issues in Webgility

This article helps Webgility Desktop users troubleshoot and resolve issues related to order download failures, order posting errors, and incorrect quantity synchronization across connected sales channels like Shopify, WooCommerce, and QuickBooks Desktop Enterprise.

Overview

This article details the troubleshooting process for resolving issues related to order download, order posting, and quantity synchronization in Webgility integrations. The steps below summarize how to identify, diagnose, and resolve these common operational problems.

Identifying Symptoms

You may notice the symptoms below:

  • Orders are not downloading from sales channels/marketplaces.
  • Orders failing to post to accounting or ERP systems.
  • Inventory quantities not synchronizing between systems.

Diagnostic Steps

  1. Verify Error Details:
    • Review logs or error messages reported in Webgility’s dashboard.
    • Note any timestamps, error codes, or patterns regarding affected orders or products.
  2. Check Connection Status:
    • Confirm API credentials are valid and service endpoints (storefront, accounting app) are accessible.
    • Review integration health within Webgility’s Connections settings.
  3. Review Configuration:
    • Inspect order sync settings (e.g., filters, date ranges, order status).
    • Ensure product mapping aligns across systems to prevent quantity mismatches.
  4. Evaluate Software Version:
    • Compare current Webgility version against the latest release. Outdated installations may cause sync issues.

Remediation Steps (As Per Incident Case)

  1. Update Webgility Application:
    • Download and install the latest version of Webgility from the official website.
    • Ensure all plugins/add-ons are updated.
  2. Restart Services:
    • Reboot Webgility services and, if necessary, integrated endpoints (e.g., restart accounting platform sync agents).
  3. Test Order Download/Post:
    • Perform a manual order refresh to confirm new and pending orders download successfully.
    • Attempt posting an order to accounting/ERP to validate posting functionality.
  4. Confirm Quantity Sync:
    • Run a manual inventory sync and review logs or notifications for errors.
    • Examine item quantities in both Webgility and connected systems to ensure alignment.
  5. Review Final Status:
    • Confirm that you are able to process orders and that all synchronization tasks are running as expected.