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Webgility Desktop: Resolving Issues with Automatic Shopify Order Downloads

This article helps Webgility Desktop users in diagnosing and resolving cases where Shopify orders do not automatically download into Webgility Desktop, even though manual downloads work. It outlines a step-by-step process focused on verifying order statuses in Shopify, analyzing sync logs, and checking Webgility Desktop profile settings. The goal is to identify the root cause of automation failures and restore proper syncing through the Get New Orders function.

Overview

This article outlines a process for diagnosing and resolving cases where Shopify orders do not automatically download into Webgility. Steps focus on verifying order statuses, analyzing logs, checking profile settings.

Symptom Description

  • Shopify orders not appearing in Webgility via Get New Orders
  • Manual order download succeeds, but automation fails

Prerequisites

  • Access to the Webgility environment
  • Latest logs and backup files (e.g., shared WebData backups)
  • Store profile credentials

Step 1: Verify Shopify Order Criteria

  1. Log into Shopify Admin.
  2. Filter orders by status (e.g., Unfulfilled, Paid) and confirm the expected order list.
  3. Cross-check order IDs with the latest Webgility logs for download attempts.

Step 2: Review Webgility Download Settings

  1. Open Webgility Desktop > Connections > Sales Channel > Settings.
  2. Ensure appropriate download criteria are set:
    • Downloaded Status: Correct (Unfulfilled/Fulfilled as per client workflow)
    • Date range set correctly (ensure it covers post-10/23/24 orders)
  3. Save any changes and retry Get New Orders.

Step 3: Analyze Logs & Error Messages

  1. Navigate to Webgility Logs under CDrive > Webgility > Unify Enterprises.
  2. Filter for entries corresponding to Shopify API downloads after the issue start date.
  3. Identify any error codes or failed API calls (i.e., unexpected status responses, rate limiting, authentication issues).

Step 4: Manual Order Download

  1. Attempt to manually download a missing order using Download Historical Orders feature.
  2. Confirm whether the order appears in the order list after manual intervention.
  3. Note variances between manual and auto-fetch mechanisms.