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Troubleshooting: Shipped Status Not Updating in Webgility Desktop App After System Changes

This article helps Webgility Desktop users in troubleshooting issues in Webgility Desktop where processed orders are not updating correctly to the “Shipped” status following recent system changes affecting order visibility and status updates. It provides step-by-step guidance on verifying software versions, performing system rollbacks if needed, and effectively communicating with end users. The article aims to resolve problems causing open orders to appear unshipped, thereby preventing fulfillment errors and duplicate processing.

Scenario Overview

Recent system changes affected order visibility and status updates for open orders in the Webgility Desktop app, preventing some processed orders from displaying as 'Shipped'. This article provides step-by-step troubleshooting for managing similar issues, including guidance on version verification, system rollbacks, and communication with end users.

Problem Statement

Encountering issues that processed orders do not update correctly to 'Shipped' status after recent changes to order visibility/reporting functions. This leads to open orders appearing as unshipped, which may cause fulfillment errors or duplicate processing.

Checklist for Troubleshooting

1. Confirm the Order Issue

  • Check whether the impacted orders are new or were previously processed before the change.
  • Identify if affected orders lack the 'Shipped' checkmark in the Webgility Desktop order list.

2. Assess Current System Version

  • In Webgility Desktop, go to Help > Terms and Privacy to verify the current software version.
  • Compare your current version to the latest available release. If you are not running the latest version, go through an update.

3. Identify Recent System Changes

  • Review any updates rolled out affecting order management, shipped status, or related modules in Sales channel or in Webgility.
  • Confirm whether the change aligns with the reported issue.

4. Webgility Software Update

  • Steps to update to the latest version:
    • Navigate to Help > Check for Updates within the Webgility Desktop app.
    • Remember to back up their data prior to updating.

5. Rollback/Reverse Recent Changes (If Necessary)

  • If the latest system change is identified as the cause:
    • Reverse/roll back the affected update.
    • Confirm the rollback deployment and expected timeframes.

6. Verify the Resolution

  • Refresh Webgility and review order status.
    • Check if new orders now update to 'Shipped' after fulfillment.
    • Review past processed orders for updates or missing checkmarks.
  • Document all actions taken and resolutions for future reference.