Some Facebook/Instagram orders not capturing payment

Some Facebook/Instagram orders not capturing payment

timstl
Tourist
4 0 3

Recently, some of our orders placed on Facebook or Instagram have been stuck in "Authorized" status without payment capture. On the Facebook side, these orders show as still waiting to ship, even though some shipped a while ago and are out for delivery. There's no way in Facebook to add tracking information -- it's disabled and says to add tracking in Shopify -- and there's no way in Shopify to force the tracking information to re-sync to Facebook.

 

Screenshot 2023-12-27 at 12.53.14 PM.png

 

The problem seems sporadic. Many orders capture fine. Those that don't are a mixture of CC payments and PayPal. The only thing they have in common is that Shopify's tracking information didn't sync to Facebook correctly. Prior to these orders being shipped, there was a note in Shopify that said the orders needed to ship before Facebook would capture the payment, so we did that, but now we're stuck without payment.

 

I've reached out to Meta looking for a solution, but so far haven't gotten anywhere. Has anyone else run into this problem? It's disconcerting to have a decent amount of product shipped that hasn't been paid for, and no way to capture the payment ourselves.

 

 

Thanks,

 

Tim

Replies 8 (8)

QuarterMoon
Visitor
2 0 2

I am currently facing the same issue.  What is the fix?  I fulfilled the items, as prompted, yet payments remain in “Authorized”. I am not able to manually capture them either.  

1MWave
Tourist
3 0 0

We are having the same issue! We reached out to Shopify as well and they told us to go to Meta. So far, we haven’t been able to reach anyone! Any help anyone receives will be helpful to us as well !

timstl
Tourist
4 0 3

My support case with Meta has been moved to a "specialist team" but so far no fix. You can open a case with them via the Get Support link in their app. When/if it's resolved, I'll share what I find out.

1MWave
Tourist
3 0 0
We currently have several orders that have been fulfilled and delivered yet still show “authorized” and remain open . Please assist



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timstl
Tourist
4 0 3

If you haven't yet, contact Meta via the Facebook Shopify App -> Get Support. They were able to resolve it for me.

Missviki15
Visitor
1 0 0

We're in the same boat. I have 38 orders with payment pending. :((

Reached out to Shopify, they told me it is a Meta issue. Reached out to Meta, they told me it is a Shopify issue

 

It appears that the tracking is not getting pushed through to the Meta side, but there is no way to manually add tracking on the Meta Commerce page. If anyone figures this out, please share as we have payments expiring soon...

1MWave
Tourist
3 0 0

Yes, we are back on with Shopify. I hope to have someone be able to communicate between the two of them. Does anyone know of a mediator between Facebook and Shopify? Is there a 'higher level' one can speak to?

timstl
Tourist
4 0 3

Meta was able to resolve this issue for me. All missing tracking information synced and then payments quickly were captured.

 

I asked for more information on what caused the problem and if anything can be done in the future on my end. I was told "this is an issue that Meta had to resolve by escalating it with our specialist team." Vague, but it sounds like the only option for anyone having this problem is to open a support chat via the Facebook Shopify App -> Get Support.