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Troubleshooting product sync issues with Webgility Desktop for WooCommerce

This article helps Webgility Desktop users troubleshoot and resolve product synchronization issues with their WooCommerce channel. It guides users through common causes of problems with product details, inventory levels, and order updates, offering simple checks and solutions to restore smooth syncing.

Overview

This article provides a step-by-step process to diagnose and resolve common synchronization issues between your WooCommerce store and Webgility Desktop. We'll cover confirming symptoms, checking your connection status, ensuring your software is up to date, re-establishing your WooCommerce connection, and verifying your automatic synchronization settings.

Problem Summary

You might be experiencing synchronization issues if:

  • Products are not updating: New products from WooCommerce aren't appearing in Webgility Desktop, or product details (like descriptions or pricing) aren't synchronizing.
  • Inventory levels are incorrect: Stock quantities are not accurately updating between WooCommerce and Webgility Desktop/QuickBooks.
  • Orders are not downloading: New orders placed on your WooCommerce store are not appearing in Webgility Desktop.

Step-by-Step Troubleshooting Guide

Follow these steps to diagnose and resolve synchronization issues.

1. Confirm Issue Symptoms and Check Connection Status

First, let's confirm the problem and check the basic status of your connection within Webgility Desktop.

  1. Identify what isn't syncing: Determine specifically if it's products, inventory, orders, or a combination. Note any recent examples (e.g., specific order numbers not downloaded, stock changes not reflected).
  2. Check your WooCommerce connection status in Webgility Desktop:
    • Open Webgility Desktop.
    • Go to Connections > Sales Channels > Manage Sales Channel.
    • Find your WooCommerce store profile. Look at its status. If it's showing "Disconnected" or an error, proceed to the next steps.

2. Ensure Latest Software Versions

Using outdated versions of Webgility Desktop or the Webgility WooCommerce Connector plugin can cause sync problems.

  1. Update Webgility Desktop:
    • If you're already logged in: Click Help > Check for Updates > Update within Webgility Desktop.
    • If you're unable to log in: Download and install the latest version from portal.webgility.com.
  2. Update Webgility WooCommerce Connector Plugin:
    • Download the latest plugin: The latest version is available from your Webgility account portal. Log in to portal.webgility.com and navigate to the Downloads section to find the WooCommerce plugin file.
    • Install the update on your WordPress site: Log in to your WordPress admin panel. Go to Plugins > Add New > Upload Plugin and select the update package you downloaded. Click Install Now and then Activate the updated module.

3. Reauthenticate WooCommerce Connection

Sometimes, simply disconnecting and reconnecting your WooCommerce store in Webgility Desktop can resolve underlying authentication or API issues.

  1. Open Webgility Desktop.
  2. Go to Connections > Sales Channels > Manage Sales Channel.
  3. Select your WooCommerce store profile.
  4. Click Disconnect.
  5. Once disconnected, click Connect WooCommerce (or Reconnect if it appears).
  6. Follow the prompts to re-authorize the connection, which will typically involve logging into your WooCommerce store and granting permissions.
  7. Confirm that the connection is successful in the Webgility Desktop UI.

4. Verify Scheduler and Sync Settings

Ensure your automatic synchronization settings are configured correctly for the data you want to sync.

  1. Open Webgility Desktop.
  2. Go to Products Tab and click on Settings, verify the Master data and other settings. 
  3. Then, click on the Scheduler icon (often looks like a clock or gear) in the top menu bar, then select Open settings.
  4. In the Scheduler settings, verify that your desired synchronization tasks are enabled. For example, check Product Sync Settings if inventory or product details aren't updating, and ensure order download is scheduled for the correct store.
  5. Make sure the scheduler is running and the frequency is set appropriately for your business needs.