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Troubleshooting Payments Not Posting with Orders in QuickBooks Online via Webgility Desktop

This article helps Webgility Desktop users in troubleshooting and resolving issues where payments fail to post correctly with orders in QuickBooks Online through Webgility Desktop. These problems often result from misconfigured payment posting settings or data synchronization inconsistencies. The article provides a step-by-step approach to identify the cause, adjust connection settings in Webgility Desktop, verify with historical orders, and guide customers through undoing and reposting payments to maintain accurate accounting records.

Overview

Customers sometimes encounter issues when posting payments linked to orders in QuickBooks Online (QBO) through Webgility. This article guides support teams on how to troubleshoot and resolve such issues by updating relevant settings in Webgility, verifying with historical orders, and guiding customers through undoing and reposting payments.

Step-by-Step Resolution Process

1. Identify the Root Cause

  • Confirm the customer’s report of payment posting failures.

  • Review any recent changes to payment or order processing settings in Webgility or QBO that might affect payment posting workflows.

2. Update Webgility Payment Posting Settings

  • Log in to the Webgility Desktop application.

  • Navigate to Connections > Accounting > Sync Settings> Payment Settings.

  • Review options related to Payment Posting, such as:

    • Automatically post payments with orders

    • Payment application method (e.g., applying to invoices or sales receipts)

  • Adjust these settings to match the recommended configuration based on the customer’s workflow and Webgility’s latest best practices.

  • Save your changes and confirm they persist.

3. Test Using Historical Orders

  • In Webgility, go to the Orders section.

  • Select previously posted orders where the payment posting issue occurred.

  • Attempt to repost or sync payments using the updated settings.

  • Observe if the payment posts successfully in QBO without errors.

4. Guide Customer to Undo and Repost Payments

  • Advise the customer to log in to Webgility Desktop.

  • Navigate to Orders > Posted Orders or Order History.

  • Locate the affected orders and identify the posted payments.

  • Instruct them to:

    • Select the payment and choose More > Undo Payment or Delete Payment (depending on the Webgility version).

    • After undoing, select the order and choose Post Payment or Repost Payment to apply it again with the updated settings.

  • Confirm the payments post correctly in QuickBooks Online.

5. Confirm Resolution

  • Have the customer test multiple orders to ensure no payment posting errors occur.

  • Check Webgility logs or activity feed for successful payment posting confirmation.

6. Close the Case

  • Document the setting changes made and customer actions in the support ticket.

  • Mark the case resolved once the customer confirms successful payment posting without issues.