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Troubleshooting Settlement Report Posting Failures and Sales Channel Connectivity Issues

This article helps Webgility Desktop users troubleshoot and resolve issues with posting Amazon settlement reports and unexpected disconnections in Amazon channel integrations with Webgility Desktop. It outlines a structured support workflow to diagnose problems related to browser compatibility, outdated integration tokens, and incomplete order syncs, using real-world scenarios to guide users through effective solutions.

Overview

You may encounter the following issues while using Webgility Desktop:

  • Errors when posting settlement reports

  • Store(s) disconnecting from the platform (e.g., Amazon MX)

  • Browser-related UI issues that block actions

  • Order sync failures or missing transactions

  • Problems downloading or importing settlement files

Follow the steps below to isolate the root cause and resolve the issue effectively.

Step-by-Step Troubleshooting and Resolution

1. Confirm and Isolate the Problem

Start by gathering key details:

  • What error messages are shown? Capture screenshots or error codes if possible.

  • Does the issue occur in one browser or across all?

  • Is the issue isolated to a specific sales channel (e.g., Amazon MX), or is it affecting all integrations?

This helps narrow down whether the problem is browser-based, store-specific, or system-wide.

2. Review Browser Compatibility

Webgility Desktop works best on Google Chrome. Here’s what to do:

  • Ask which browser you’re using. If it’s Internet Explorer, legacy Edge, or anything unsupported, switch to Google Chrome.

  • Clear your cache and cookies in Chrome.

  • Retry the action that failed—whether it’s reconnecting the store or posting a settlement report.

3. Troubleshoot Store Connection

If your store shows as disconnected:

  • Go to Connections > Sales channels > Manage sales channels in your Webgility Desktop admin dashboard.

  • Locate the affected store and click Reconnect.

  • If the reconnection fails, verify your authentication credentials and check that your access tokens are still valid.

  • Once reconnected, the store status should display as Connected.

4. Handle Unsynced or Failed Orders

  • Go to the Orders Dashboard and filter by Unsynced or Failed orders.

  • Try to manually re-sync any affected transactions.

  • If sync errors continue, capture the error messages and notify support.