Why are my Instagram/Facebook orders stuck on hold?

[saltandhart]

I have several instagram/Facebook orders on hold. They have been there for over 24 hours. I can not fulfill them in Facebook commerce or on Shopify. They are all locked on hold. I have contacted Shopify and Facebook twice with no resolve. Is anyone else having this issue and how can I fix it? 

[MorganR1]

Yes I am having the exact same issue. Shopify support keeps bouncing me around to Paypal support (the customer's payment method) and now Facebook support. Still waiting on a response from them but in the meantime, nothing is working. It's driving me insane. 

[saltandhart]

I got someone from Shopify to release the hold yesterday. So maybe try again. It took me five times to get it fixed.

[kitchenklutter]

I am also having the same problem and have had to cancel a few. 

[saltandhart]

I'm sorry you had to cancel orders. That is very frustrating. I kept chatting with Shopify until I got the correct person to fix it. They said my pixel id was incorrect but I don't know where my error was. I finally turned off the "buy now" button for instagram in Shopify so my customers will go straight to my website, which I prefer anyways. I haven't had an issue since. I hope you figure it out. It was very frustrating. 

[Jewelry22]

I am having the same issue with all of my facebook orders. Facebook is saying it is waiting for authorization from shopify. There needs to be a fix for this issue asap, I have bounced back and forth between shopify and facebook support. 

[saltandhart]

I got someone from Shopify to fix it. They said my pixel was incorrect but I couldn't see where my error was. I was so sick of going through instagram shopping that I turned off the "buy now" button so my customers  will go straight to the website instead. I have upsale apps set up and would rather them go to my site anyway. I also don't love PayPal. I haven't had an issue since I turned it off. I'm sorry you are going though this issue. Keep chatting with Shopify until you get the right person to help you. That's how I fixed it. 

[MorganR1]

Its 100% a shopify issue. The first Shopify support agent I reached out to was zero help at all but I started a new help request and got someone that escalated the issue and confirmed it was stuck on hold within shopify. I ended up completely turning  off my facebook/instagram checkout method because this was such a trip.

[saltandhart]

I'm glad you got it worked out. Super frustrating.  It is so much easier turning it off anyway. 

[Californiacut]

I also have 3 orders that originated from the Instagram shop linked to my Shopify account and they remain stuck on the “hold” status for over two days now. I can’t proceed to buy a shipping label for these orders.  Usually the holds only last 30mins before they clear so I can fulfill them but these are not going away.  I have contacted and spoke via online chat with Shopify’s help center but there is no resolution and my orders from Facebook’s system remain on hold status. 

[kitchenklutter]

Try uninstalling and reinstalling the Facebook app. It worked for me but I did have to cancel the pending orders that were stuck on hold.

[kitchenklutter]

Try uninstalling and reinstalling the Facebook app. It worked for me but I did have to cancel the pending orders that were stuck on hold.

[Encinitas]

This must be a site wide issue. I have over 50 orders on hold with active tickets to resolve. Shopify support was able to re-sync 3 orders and enable fulfillment. Waiting on resolution for the others. Every order I’m receiving from FB Commerce is going on hold and in jail. Not good.

[kitchenklutter]

I don't believe it's a site wide issue at all. I went round and round with Facebook and Shopify Support and nobody could tell me why it was happening. Someone else suggested it was a FB pixel problem and the only solution is to uninstall and reinstall the Facebook app.