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Webgility Desktop: Resolving Shopify Order Download and QuickBooks Posting Failures

This article helps Webgility Desktop users in troubleshooting issues where Shopify orders are not downloading to or posting correctly in QuickBooks Desktop through Webgility Desktop. These problems are often caused by item mapping errors or incorrect order statuses. The article provides step-by-step guidance to identify and fix these issues, ensuring accurate and successful order syncing and posting.

Overview

This article provides step-by-step troubleshooting guidance for users facing issues with Shopify orders not downloading to, or posting correctly in, QuickBooks due to item mapping errors or order status problems.

Common Symptoms

  • Shopify orders not appearing in QuickBooks.
  • Error messages indicating mapping failures or closed orders.
  • Orders appear in the Error tab or remain undelivered.

Primary Error Scenarios

  • Inactive or mis-mapped items in QuickBooks.
  • OrderClosedDate present in the Shopify portal.
  • Incomplete re-sync or outdated order and item information.

Step-by-Step Troubleshooting

1. Confirm Order Status in Shopify

  • Verify if the problematic order has a field OrderClosedDate.
    • Orders marked as closed may be skipped by the integration.
  • Reopen orders in Shopify if possible and needed for sync.

2. Check Error Details in the Webgility

  • Go to the Error tab in Webgility or the log.
  • Review error messages related to item mapping, order status, or delivery issues.

3. Validate Item Mapping in QuickBooks

  • Ensure all Shopify products and variants are mapped to active items in QuickBooks.
    • Inactive or deleted items will cause posting errors.
    • Reactivate any required items:
      • In QuickBooks, navigate to Sales > Products and Services.
      • Filter to display Inactive items.
      • Select items and choose Make Active.
  • Confirm mapping in the Webgility application:
    • Remap any unresolved items to their QuickBooks equivalents.

4. Re-Sync Orders

  • If items were reactivated or mappings were corrected, trigger a full re-download or manual resync from Shopify:
    • Use the Webgility's Re-download Orders feature.
    • Monitor sync logs for updated status.

5. Review Order Download & Posting

  • Check if previously errored orders now download and post correctly to QuickBooks.