Facebook ads performance dead after shop's "down time"

[DS123]

Fellow e-commerce ninjas,

I'm running a store that has been doing really well the last two weeks. Able to drive great ROI on marketing spend on FB with around $200 USD/day in marketing. Looks like the volume is there as well since we have only been going for a short while and the cost per purchase has been steady/going down.

A few hours ago I was checking different themes and happened to change the theme to another one for 1.5-2 hours while previewing a theme. I changed back, expecting a loss of sales for the two hours - but expecting the sales to go back up to normal after changing back the theme thus making the site look ok again.

After changing back to my normal the me, the sales have died completely resulting in 0 sales the last 4 hours. I had sales up until the point of the theme change, but now it's completely dead except from Googe traffic that has converted once.

FB is pushing traffic, but looks like people don't add to cart and check out for some strange reason.

I have made sure that the URL in the FB ads is working, and also made sure that the site and check-out is actually working as well.

Any one here having any ideas what could be wrong, and could be sharing advice? Looks like something with FB is wonky because of the theme change?

[Tira]

Hi, @DS123.

Tira from Shopify, here.

It sounds like your add to cart and checkout are working, and you're not seeing that customers have been adding to their cart or checking out through the reports on your Facebook ads, is that right? Could you please post your myshopify.com URL so that I and the community can take a look?

Once I have some more information from you, I can provide some guidance and resources to help! 

[DS123 · Accepted solution]

Hello Tira,

Thank you for your kind reply. I think the bad data was given back to FB might have caused something to happen in the FB algo. Possibly a bug... I restarted the campaigns and instantly the orders started coming back in multiples. So the issue has been fixed now.

Thank you for your reply!