Facebook is cancelling orders automatically

Shopify Discussion
1

Hi- recently added Facebook/Instagram as an option for customers to buy my items through, and noticed that Facebook automatically canceled an order the other day with the reason stated as the item didn’t ship on time.

I sell via preorders, so sometimes items don’t ship for a few months. I explained to the Meta/FB/IG team over the phone this issue, and they said they don’t have control over it, and that the Shopify system is telling their system the item will ship within 30 days, and that I would need to go into Shopify and change the date the items will ship to something longer than 30 days. Since this is not something I set up before, I looked throughout Shopify and cannot find where to do this.

Please help, as I have a lot of orders through IG/FB that will be automatically cancelled. FYI- I do not use any preorder app.

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2

I have the same issue. Meta just cancel the orders without any clue even though I am using the preorder app.

3

Hi, did you end up finding a work around for this issue? I’m experiencing the same issue, and haven’t had any luck with Meta nor Shopify.

4

Any luck with this? I am having the same issue.

5

Hey folks! I wanted to clarify that this is expected behavior from the Facebook sales channel. If an order is not updated to fulfilled within 30 days it will be automatically cancelled by Facebook. This is also noted in their Help Center “About Order Fulfillment”.

I recommend having customers place the orders directly on the website for all preorders to avoid this issue.

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