Hi All,
I cancelled 2 orders (different days/customers) in Shopify. The orders came from my Facebook channel. They show as cancelled/refunded on Shopify, but on the Facebook channel still as active orders waiting to be shipped. When I try to cancel via the FB Commerce, I get ‘error performing query’. (screenshots attached)
Has anyone come across this? Is this a Shopify issue or a FB issue?
Thanks for reaching out about this as well as for sharing the screenshots of what’s been happening with this order. In general, orders placed through Checkout on Facebook and Instagram must be managed through your Shopify admin. You can issues refunds, and cancel orders from your Shopify admin Orders page. If you perform these actions in your Facebook Commerce Manager, it can cause errors. There is more about this in our processing Facebook orders help document.
Further, when canceling an order made through Facebook or Instagram, it’s important to not manually enter the refund amount when you’re issuing a refund. That information is automatically entered for you when you complete the refund steps. Below is a screenshot to explain further:
If you’ve followed these steps, and the order status page has not synced with your Commerce Manager, or if perhaps you manually entered the refund amount, you’ll need to reach out to our Support team directly so we can take a closer look. I spoke with our team that handles our Facebook integration, and without looking at the details of your account and this order more closely, we can’t know whether the issue lies within your Shopify settings, or Facebook settings.
To reach out to our Support team, follow the link to our Contact page, login to your store, search for the issue you need help with, then look for the option to Continue to get support. From there, you’ll be able to speak with our team via live chat, email or callback request.
Let us know if you have any further questions, and how this goes!
