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Troubleshooting Slow Order Download and Historical Order Sync Issues: Shopify with Webgility Desktop

This article helps Webgility Desktop users in troubleshooting slow order downloads or incomplete historical synchronization from Shopify to Webgility Desktop. It outlines the steps needed to identify and resolve these issues, which often require manual intervention or the purchase of additional sync capacity to fully retrieve older order data. The guide ensures users can restore complete and efficient order syncing.

Overview

This article details steps to troubleshoot cases involving slow order download or incomplete historical synchronization from Shopify to Webgility. Historical order issues often require manual intervention or additional purchases to fully synchronize older data.

Problem Summary

  • Symptom: Order data transfer from Shopify to Webgility is slow; historical orders are missing or incomplete.
  • Observation: Recent orders synchronize normally, but older orders are not initially downloaded.
  • Action: Need to purchase historical orders, after which synchronization improved.

Root Causes

  • Webgility only auto-downloads new (unfetched) orders by default.
  • Shopify API limits or sync settings may prevent backfilling older orders.
  • Purchase of Webgility's Historical Orders module is sometimes required.

Step-by-Step Troubleshooting

1. Verify Order Download Settings

  • In Webgility, go to Connections > Sales Channels > Settings.
  • Confirm that order download frequency and order fetch start date align with your needs.

2. Check Shopify Rate Limiting and API Permissions

  • Verify that the Shopify store connection is active in Webgility.
  • Ensure correct API credentials and necessary permissions for order read access.
  • Check for recent throttling or errors in the warn logs.

3. Investigate Order Ranges

  • Check for specific order ranges or dates missing from Webgility.
  • Also check the older order download date range in the advanced settings under Connections > Sales Channels > Advanced Settings.
  • Review CDrive > Webgility > Unify Enterprises > Error Logs > Warn logs for entries related to skipped or errored orders.
  • Attempt a manual sync for the specified range, if possible.

4. Consider Historical Orders Purchase

  • If only recent orders appear, verify whether the Historical Orders feature is active.

  • Go through the purchase process via portal.webgility.com if not already acquired.

  • After purchase, trigger a re-sync for the required date range.