Why are my Facebook orders not syncing with my e-commerce store?

DB_JSH
Visitor
2 0 0

Hello, I am new to e-commerce and have only been on facebook for about 2 weeks. This past week my orders have not been syncing to my Shopify Store. The first couple of orders where connected just fine and these past few orders are just sitting there with no way for me to contact the customer to get a shipping location. I am not able to create the orders manually because of the customer privacy act. Therefore I am not able to fulfill my orders without the customers delivery address. What am I supposed to do? Please help.

Lady Jay
Replies 11 (11)

Andrew
Shopify Staff (Retired)
1746 173 320

Hi @DB_JSH

 

I understand how disruptive that could be! If you pop into your Commerce Manager, can you see what checkout method is selected? It should be "directly on Facebook or Instagram" and NOT "your Shopify store". If it isn't, please change that. If you're not sure how to do so, there's a great guide from Facebook right here.

 

If it is not set to that, please switch to "directly on Facebook or Instagram" and wait 30minutes - the orders should appear in your Shopify store after you save the checkout method.

Could you check that out and get back to me, please? I'd like to know what the situation is and whether that has helped!

To learn more visit the Shopify Help Center or the Community Blog.

intellitivity
Visitor
1 0 0

I am having the same issue. I can confirm that my checkout method is "Facebook or Instagram". An order was placed through my Facebook shop however it is not flowing over to the Shopify order page. Shouldn't it flow over to the main Shopify orders page?

osvera
Visitor
2 0 0

this is a nightmare, chaos, I ve been waiting from shopify support which by far is the worst on the planet, a customer bought from my facebook shop a product that was sync from my shopify store, the product has been shipped and delivered and guess what, I can not mark as shipped within facebook shop nor in shopify.. I need to be paid from this amateur company called shopify and run away from them asap, otherwise my facebook shop account can be in bad shape just because of their bugs, I wont never ever use shopify again, nor recommend them

look all these reviews 

https://community.shopify.com/c/shopify-discussions/facebook-orders-not-syncing-to-shopify-order-pag...

Andrew
Shopify Staff (Retired)
1746 173 320

Hi @osvera

I am sorry to hear that you feel you have not received the support that you deserve. I'd like to help you here, as best as I can, if you're happy to walk through things with me?

You've mentioned that there is an issue between the Facebook sync and your Shopify store.

Shopify's Facebook Channel syncs orders from the Facebook commerce manager to Shopify within 30 minutes of the order being placed - unless you action the order yourself. 

You've mentioned that you've set up the Facebook Channel on your already shop. Can you confirm that in the "checkout method" on your shop you have selected "directly on Facebook or Instagram" and NOT "your Shopify store"?

If "your Shopify store" is selected, you need to switch to "directly on Facebook or Instagram", and wait 30 minutes - the orders should appear in Shopify after you save your checkout method.

If "directly on Facebook or Instagram" is already set as the checkout method, could you please confirm that with a screenshot?

I need to see a screenshot of your commerce manager under Settings > Checkout Method. The section is titled **localized checkout method**. Facebook's help document on the checkout method.

Could you also please show me a screenshot from your Commerce Manager showing that the order is "pending acknowledgment from Shopify" as above?

I look forward to hearing from you!

To learn more visit the Shopify Help Center or the Community Blog.

osvera
Visitor
2 0 0
I’m “enjoying” the line

Look:

Paola (Shopify)
Apr 22, 2022, 13:42 EDT

Hello Osvaldo!

My name is Paola, a Support Specialist here at Shopify. Thank you for reaching out to us!

Drey has brought up to me that you are unable to fulfill your Facebook Checkout orders. I took a look at your store and I can definitely see what you mean. The issue here is that the order #1005 is missing the products to be fulfilled and the payment is being collected immediately, which should not happen with Facebook orders.

Other merchants are experiencing this exact same issue and our developers are already aware and working closely with Facebook developers to find a solution as soon as possible. I have added your store to the list so they can investigate it further and deploy a solution as soon as one is available.

For now, I do recommend contacting your customer to let them know in case there are any delays or if you choose to ship the order. You can find their contact in the order page, under "contact information".

Although I do not have a current time frame, I will reach out to you as soon as our developers get back to me with an update!

Kindest Regards,
Paola | Support Specialist
Contact Us | Shopify.com

Andrew
Shopify Staff (Retired)
1746 173 320

I see! I'm glad our support was able to confirm that there is a known problem in the sync between Shopify stores and Facebook.

As Facebook is a third-party channel our developers need to work with their developers to determine what is causing the issue and how to resolve it.

Combining the features of two separate types of software (like Facebook and Shopify) brings with it a level of complexity, meaning that there are many moving parts. This is why both Facebook and Shopify need to identify the root cause together and fix it.

I appreciate this may feel frustrating, but please rest assured we are working as hard as we can to get this resolved and to get your orders back to flowing seamlessly from your Facebook to your Shopify store. 

In the meantime, as our support advisor Paola correctly pointed out, it would be a good idea to notify the customer(s) of the issue.

To learn more visit the Shopify Help Center or the Community Blog.

Alane-Marie
Visitor
1 0 0

So it is now July 7, 2022 and I spoke and spent 10 hours between Facebook and shopify support yesterday trying to resolve this same exact issue and everybody acted like they had never seen it or come across it before.

 

I can assure you I am not new to e-commerce nor am I new to Facebook shops the only thing that I am new to is having my Facebook shop connected to my shopify store Allowing patients to check out on Facebook but then the order is fulfilled on my Shopify store.

 

My customer has gotten their merchandise that was Shipped out through Shopify. My shopify store shows the tracking number and the ship status as Fulfilled but Facebook Shop says it is "Awaiting shipment" 

 

I have no option on Facebook to enter tracking or mark it as fullfilled because they say it is connected to shopify everything has to be done on Shopify.  

 

I have disconnected and reconnected, read every Blog and help article as well as worked with support from both Meta and Shopify but no one could help and all acted like this was the first time they saw it occur when I sent side by side screenshots of Shopify order page and Facebook Order Staus screens. 

 

Yes, I updated the customer and they are thrilled because they got the merchandise for FREE now. 

 

Facebook Shops will not charge the customer or approve/allow billing of a customer until shipping is updated with a Tracking number by Shopify and if this is not done within 3 days they release the hold on the buyer and the buyer never pays.   How has this been happening for months without a resolution or Shopify warning that there is Severe issues with the Facebook Channel connection?  

 

I thought it might be that one of my tracking number was Bluecare Express but Facebook assured me this isn't an issue despite it not being a choice on shopify. (I have a USPS tracking number that also never sunk over to Facebook so I could be paid.)

 

Facebook accepts a ton of carrier codes that aren't even available on the shopify Dropdown:

https://developers.facebook.com/docs/commerce-platform/order-management/carrier-codes    

 

I am glad to see the problem is acknowledged rather than being told this doesn't happen but very frustrated with thr fact that over 3 months later Shopify is still allowing customers to link up using the "checkout on Facebook" option knowing the Shopify store may end up out the money. 

 

 There is No way for Shopify store owners to know if this connection error will occur until after they have sent the merchandise and obtained a tracking number, so canceling the orders does not resolve anything.   

 

Is Shopify now advising its customers/Store owners to only allow checkout on Shopify?

 

Because I got a pop-up on my Shopify Admin that advised me to set it up as "customer to checkout on Facebook"  and now I am out the cost of the merchandise and shipping and Facebook shows that I do not ship my orders on time or enter tracking numbers. This risks them shutting my shop down that has been in great standing for years now.

BusterAndBellas
Excursionist
28 0 24

Did you ever resolve this? I am having the same issue, a year and a half after you started this thread. Shopify is just giving me the runaround. 

JakesNake
Visitor
1 0 0

This is an issue still.  I'm noticing it, like 100 orders sitting.  All fulfilled on my site but not talking to Facebook.  Nobody can help, Shopify support is atrocious .  Cost me thousands of dollars and who knows how long we've been sending out free stuff.  

BusterAndBellas
Excursionist
28 0 24

I believe I found a way to get it fixed. I found a way to contact someone at Meta who knows what's going on. I have an open ticket in and will update you here as soon as I know.

BusterAndBellas
Excursionist
28 0 24

OK! I found a solution to this today, finally, and my funds were released. The problem is that there is a communication error between FB and Shopify, and on some orders, it doesn't communicate to FB that they've been fulfilled. Every live chat I had with FB was a disaster, with them running me in circles, and the same went for every chat I had with Shopify. They were all pointing the finger at the other, and today I finally had a Shopify agent who helped me.

 

She said that I needed to go through the proper channel to contact the correct people at Facebook. She gave me a URL, and I connected with Meta support, and was helped immediately by someone who was aware of the issue, and he escalated it to someone else who released my funds immediately. The only problem some of you might have is that your authorizations have since expired. Maybe Meta can do something to help you with those, or reimburse you? Either way, you should contact them. 

 

The link the Shopify agent gave me to contact was for my site specifically, so you will need to change the Shopify store name to your own. Let me know if you have any luck.  https://admin.shopify.com/store/YOURSHOPIFYDOMAINHERE/apps/facebook-ads/shopify_app/support?topic=OR...