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Hi there, I'm having orders coming through the Instagram channel to Gelato print on demand (a calendar). Gelato is failing to fulfil the order because it's not "paid" yet, but payment isn't captured until the order is fulfilled. Chicken or egg!
"This order was placed on Facebook & Instagram. You need to fulfill this order before payment can be captured"
How do I fix this? I have a bunch of orders coming from Instagram.
Hi, @littlegremlin!
Welcome to Shopify Community. Thank you for connecting with our network.
Orders made through the Facebook and Instagram checkout are different than your typical order made through the Shopify store.
Payment is then captured automatically after you have fulfilled the order. I trust that answers your question, but I also encourage you to review our official documentation. Please do not mark the order as Paid, this will cause Facebook to void the authorization and you will not be paid.
Please connect with Gelato your fulfillment provider for workarounds to accommodate to this.
Warm regards,
Olivia | Social Care @ Shopify
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Hi Olivia thanks for the reply! We did connect with Shopify, Meta and Gelato support and unfortunately there isn't a workaround anyone has been able to provide yet. Gelato needs the order marked as "paid" to fulfill, and meta needs the order "fulfilled" to release payment so it's a chicken or egg situation. Gelato said they wouldn't do a workaround, the only one they offered was to manually fulfill the orders which takes quite a few steps and lot of manual entry, so it's not an option for us. I have to think someone has run into this issue before and come up with an option that works. Would other POD apps work for this?
I appreciate your reply and for that update, @littlegremlin.
I can definitely understand it's a sticky situation to be in and those two are clearly not compatible third-party solutions that work together efficiently.
I did look into some other Print on Demand apps to compare, though I wasn't able to find this particular item as a requirement or limitation of the app in accordance with Facebook.
In my experience, many merchants are successfully running their POD businesses and still using Facebook so this is likely a limitation with a few vendors. I recommend picking out a few other suppliers and connecting with them directly through the app's page before committing to any single one. Furthermore, a custom app with a third-party supplier could also be a solution as your business grows.
I invite other business owners that have faced this to share their expertise back with us too.
Warm regards,
Olivia | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog
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