Problem with Facebook shop connection and its Commerce Policies

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Hi!

 

I bumped into a huge problem, first of all on my Shopify store I can't connect my Facebook shop, because every time I connect my account and choose my store page then save, the whole thing says 'No page connected'. I don't understand it why it isn't working although I selected the page.

 

My second problem is that Facebook says that my shop is going against the commerce rules of Facebook (including Instagram). So it's leads to two big problem: 1. I can't promote my website aka my Shopify store. 2. I can't use the shopping feature on Instagram. Why would they say my shop is going against their rules when I have a registered company in Hungary and I sell actual products which is cosmetics and skin care products. It's not like I'm selling drugs or guns which would go against the rules nor I don't collect more information than needed for processing an order.

 

Could anyone help me solve these problems? 

 

Thank you in advance!

 

Alexandra

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Shopify Staff
Shopify Staff
1418 140 388

This is an accepted solution.

Hey there, @Alexandra11 

 

Bo here from Shopify Support! 

 

Thank you for reaching out regarding this, I am sorry to hear you are dealing with this issue. Can you check whether Shopify has access to your pages in your Facebook Business Integrations. You can do this by clicking View and edit beside Shopify here.

If Shopify already has access to your pages, try the following steps:

  1. Delete the Facebook Sales Channel.
  2. Remove "Shopify" from your Business integrations (https://www.facebook.com/settings?tab=business_tools). Then log out of Facebook.
  3. Re-install the Facebook Sales Channel and attempt to connect. If the above steps do not work, click Connect another page or Disconnect it and connect another page here:

 

As for the second problem, this sounds like an issue from Facebook's side. It seems like your products may go against their commerce polices. Ingestible supplements and healthcare products are not permitted on their platform. You can, however, appeal this decision. If your listing has been rejected for violating Facebook's Commerce Policies and you feel that it was a mistake, you can request a review by following these steps and they'll take another look.

 

All the Best,

Bo

Bo - Social Care @ Shopify


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Hey I have seen this problem with Shopify not connecting to Facebook shop.  I battled and did everything that support was saying.  What I found is that I have selected Every Permission on the business page (Basic Permissions, Hiring Permissions, Ads, Admin) . I assumed that the software would know i was the Admin BUT in Facebook it had my Rule Listed As "Custom" . Once I took every permission off except the Basic and Admin it changed my title to Admin and then I was able to connect Facebook shop.  

Have people check that is says "Admin" under their name and not custom (although it includes Admin permissions the Shopify software only was reading "Custom"

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omg.... THANK YOU!!!!!

This worked!!!

 

Here's what I did...

 

I went to the screen below... and just flicked the toggle circled in red off, and then on, and it reset all the other toggles automatically. NOW IT'S WORKING!!!!

 

Capture.PNG

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New Member
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This worked for me too you beauty xxx
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hi,

I have connected by facebook page with my Shopify store and its showing connected, but while creating a business manager its giving me a restriction due to integrity polices we cannot proceed or stay with existing business manager!

its my first general store and I am stuck to proceed further 

 

please guide me with a link to resolve the problem 

tahir

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Hello @Bo 
I have been dealing with this issue for over a month now. When Facebook changed its channel to merge Instagram and Facebook my shop stopped showing products and went haywire. I contacted Business support and after a lot of troubleshooting they had me delete my sales channel on Shopify's side and after that happened, I shop all of a sudden was violating integrity policies and not eligible to engage in commerce. After contacting FB every day for the past 45 days, they are telling me it's an issue with Shopify however, Shopify says it's FB and the vicious circle of blame continues. We have deleted pixels and events on Facebook's side however, the Shopify account remains, they said that Shopify has to delete it on their end and remove the webhooks. I have followed your instructions here and this did not work for me. I am still in the same boat. I can't even open a shop with them by passing Shopify because my business page is owned by Shopify. I am desperate for help. Please. 

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Shopify Staff
Shopify Staff
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Hey there, @WildTimberCo 

 

Thank you for reaching out regarding this. I am sorry to hear you have had so much trouble. I would like to offer assistance. To do so I will need to authenticate you as the owner of the account and so I will need to reach out to you via email. If you could respond to my email I will be able to authenticate you as the owner of the account and get our technical team to look into this. If you could also add the Facebook channel to your account once more that would be great as Shopify staff do not have the required permissions to do so on your behalf and we need the channel to be added to the account to investigate. 

 

All the Best,

Bo

Bo - Social Care @ Shopify


Was my reply helpful? Click Like to let me know!
Was your question answered? Mark it as an Accepted Solution
To learn more visit the Shopify Help Center or the Shopify Blog

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