How to get a phone call from support .... brace yourselves

KapoKKid
Excursionist
20 0 13

Having just spent an hour and a half on chat only to find out that changing fb and insta information is not possible until their work is completed I asked how to get a phone call.....are you ready....

Alright so the following are the steps:

  • Go to support.shopify.com
  • Log in to your account. This will be important if you would prefer the callback option, as it will only be presented if you're logged in
  • Type in keywords for your issue in the Search field and click Search
  • You'll then notice common questions related to your issue, as well as help guides. Below this, you'll see the option to contact our support team.
  • Then you'll see the options to chat with us, email us, or request a callback .......................

another insult...so I requested "Please also suggest to your it support team that a simple button to request a call back once we have logged in would be a much nicer way to treat your paid up clients rather than this insult of a list of instructions".

Replies 21 (21)
saints
New Member
1 0 0

I've spent over 24 hours with Shopify and yet there is no one who can help.  

I received the same instructions this morning.  Extremely frustrating.  I've used Shopify before in the past and never had any issues.  This time around is totally different. 

I have a customer who placed on order online through Instagram but I never received a notice from Shopify, only FB. 

I keep getting errors that says ORDER IS PENDING ACKNOWLEDGMENT BY SHOPIFY MARKETING. 

No one can point me to where i can acknowledge this order so I can get paid and send the item out.   There is no place to accept the order.  

 

wagonldy1
New Member
1 0 0

If you think that's an insult, I had the same experience and then some. I was in the stupid CHAT with this Mook for almost 2 hours after he kept telling me that he had someone that would jump on a call with me after he was done with the current call so I waited another 45 min for that Mook, only to have the first  Mook come back to me and say, "Okay, he says he can get to you in an hour, Okay?"  Mind you this was already 10pm. Of course I said no forget it and the Mook then says that the only way I can get a Call Back is to "SCHEDULE" one. He asked me what time I would like my call back and I told him 8 am CA time that would make it 11 am EST, (because he said the call was coming from the east coast). I said fine, no problem, he had the nerve to tell me to make sure that my phone line was open & available because he would call exactly at 8 am........      I'M STILL WAITING 1 WEEK LATER FOR THAT FRIGGEN SCHEDULED CALL BACK....  

HPB
New Member
2 0 0

Did you ever get this fixed? I have been waiting a week. Fix they gave me didn’t work. Still can’t ship 2 orders. 

Vermonter
New Member
7 0 0

I'm having the same problem. I just opened a Facebook channel, checkout on Facebook. I had a family member order something as a test. The order went through. I received a notice from Facebook, but it never makes it to Shopify. The Facebook order manager says "Order pending acknowledgement by Shopify". Did anyone figure this out for you? I'm waiting on a callback from Shopify. I also seem to be having trouble with the Amazon channel today. An order isn't flowing to Shopify. 

KapoKKid
Excursionist
20 0 13
Not yet. But still am unable to connect the two

and do not have time to sit around waiting for shopify

to call me.

They need to work this out....better response times is

crucial and was promised in our original contract.

Shame on you Shopify.

Time to respond to me and this issue.

BFrank
New Member
1 0 0

I'm having the same issue. The orders in my Facebook Commerce manager say "Order pending acknowledgement by Shopify", and are not showing up anywhere in Shopify

HPB
New Member
2 0 0

Basically they have not been able to fix this issue.  I had three orders months ago. They said pending ackgnowledgement by shopify. Contacted Shopify several times. 21 emails between me and someone named Derek in tech. They basically have not been able to fix the problrem. And there is no way to undo the facebook shop so the orders just ended up being cancelled. Very frustrating! I basically gave up and just stopped selling online until they fix the issue.

Copy of last email.  In July! Guess he is still at work lol.

 

On Jul 07 14:40 EDT, Derek Serre de St Jean wrote:
Hi Lori,

I've reached out to our devs handling the communication with Facebook on this matter. Definitely hoping to hear more about this soon. If I hear back on anything at all regarding this today I'll be sure to let you know before I leave.

Derek | Technical Support Specialist

 

 

 

 


 
 
 
 

 

CELESTCO
New Member
1 0 0

Has this issue been fixed for you? I just got my first Instagram checkout order and it says “order pending acknowledgment by Shopify” on fb commerce manager. No idea what to do and whoever is in the chat with me is unable to figure it out. 

Vermonter
New Member
7 0 0

No, two months in and it's still not resolved. Shopify was fairly responsive from the beginning. They maintain the problem is on the Facebook side, and my instinct tends to agree. There's no trace of the orders hitting the Shopify API. Facebook support was just awful. I mean astoundingly awful. Zero assistance. Week after week of saying they are looking into it. I finally switched course and put in Facebook tickets to have the orders simply deleted or cleared so that I could try uninstalling the Facebook sales channel and reinstalling. It took a couple weeks, but Facebook finally did delete the stuck pending orders from commerce manager. I was able to reinstall and relink on the Shopify side. Now my problem is waiting for Facebook to approve my store so that I can test orders and the Shopify sync. I'm two weeks into that wait. It's infuriating. If it doesn't work, I give up. 

natisoul
New Member
3 0 0

did they give you a solution? because i have contacted them 5 times and they are acting useless.

KapoKKid
Excursionist
20 0 13
Yes and I have been able to speak to representatives.

Please keep trying until you get someone who is useful.

natisoul
New Member
3 0 0

What was the solution if you don’t mind me asking? Like can I solve it on my end?

KapoKKid
Excursionist
20 0 13
I found the phone number buried and kept calling until I got someone who
could answer.

Yes it was frustrating but in the end my queries were resolved.

natisoul
New Member
3 0 0
KapoKKid
Excursionist
20 0 13
03 84004750 in Australia
eternaltees
New Member
1 0 0

I was able to fix the issue and receive the order that came through Facebook by going to my admin account in Shopify.

Under "Sales Channel" click on "Facebook".

Under "Facebook Shop" click on "Manage Settings".

Change the checkout method from "Facebook and Instagram" to "Shopify Store".

As soon as I did that, the order came thru immediately. 

 

Click on "Facebook"Click on "Facebook"Click on "Manage Settings"Click on "Manage Settings"Check the first option!Check the first option!

anerdylifeforme
New Member
2 0 0

Has anyone figured this out yet? I'm having similar issues using checkout through Facebook. 

Reached out to Facebook & Shopify Support and haven't had any luck yet. 

Facebook Support has been able to "unblock" the orders at least so I could fulfill them, but I haven't been able to get the Facebook Orders to flow through to Shopify. Every time a new order is placed, it's gets in this status "order pending acknowledgement by Shopify"

I did try the one recommendation on this page - to change to Shopify Checkout (Shopify support also recommended this), but that didn't work. 

I also found one other article about making sure payments were set to Authorize only, and not capture, but that also didn't work for me after a test. (And now I'm also unable to cancel the test order because apparently you have to do this in Shopify...and the order isn't in Shopify)

I'm at a loss. 

anerdylifeforme_0-1633271645671.png

 

Cmbetts
New Member
1 0 0

Did you ever get this issue solved? 
I have been waiting two days to get this issue fixed for one of my orders through Facebook and now a second one came through that is now also on hold. I’m a new boutique owner I really can’t afford to loose any orders right now. 

AurasAndGems
New Member
2 0 0

You are a GODSEND!!!!!!! I had 15 orders in the queue from over the weekend and nothing was working for me and now they flowed right into my system thank you so much!!!!