Troubleshooting Refund Posting Issues with Shopify in Webgility Desktop Scheduler
This article helps Webgility Desktop users in troubleshooting issues where the scheduler fails to post refunds as expected, especially with Shopify. It outlines best practices and common tests to identify whether the problem stems from scheduler malfunctions or configuration errors, guiding users toward effective resolution.
Overview
This guide assists users in troubleshooting issues where the order management scheduler doesn't post refunds as expected, particularly in Shopify-integrated environments. It outlines best practices and common tests to isolate scheduler or configuration issues.
Understanding Refund Posting via Scheduler
- Manual vs. Scheduled Refunds: Clarify whether refunds applied to Credit Memo (CM) or other orders require manual posting or are intended to be processed by the scheduler automatically.
- Automation Scope: Confirm the refund workflow configured (e.g., is automation enabled for all order types or only specific workflows?).
Step-by-Step Troubleshooting
1. Verify Scheduler Configuration
- Navigate to Scheduler Settings: In Webgility, select Scheduler > Settings.
- Ensure the Refund Posting task is enabled and scheduled at the desired frequency (e.g., hourly).
- Review any filters (e.g., order types, payment method) that may exclude some refund scenarios.
2. Review Refund Settings
- Go to Refund Automation Settings (under Connections > Accounting/POS/ERP > Sync Settings).
- Also check the download settings under Connections > Sales Channel > Settings.
- Check if manual intervention is required (for example, some systems differentiate refunds created in the UI from those received via API).
3. Test with Supported Scenarios
- Use Shopify to create test orders and process refunds:
- Manual Refund: Refund a test order manually and note if scheduler processes it.
- Automated Refund: Trigger a refund in Shopify (via customer return) and observe processing.
- Monitor system logs (often under Monitoring or Logs) to track refund event handling.
4. Check for Order Type Dependencies
- Confirm if only credit memo-type orders are supported by the scheduler refund process.
- Identify discrepancies where recurring/subscription, partial, or other order types do not get processed unless handled manually.
5. Review Integration Logs
- Navigate to Webgility Logs for Shopify sync tasks.
- Look for errors or unprocessed refund events coinciding with test times.