Hello, I am having trouble accessing orders that are placed through Facebook Shop synced to my Shopify. They are displaying as “Order Pending” which I can see, but can’t access or process the actual order. My customers and I are beyond frustrated - they cannot cancel their order through their Facebook, and I can’t process or cancel their order on my end. I have reached out to both Facebook and Shopify support - who are blaming each other. I have not received any help and am losing sales. Please help!!!
Topic summary
Orders from Facebook Shop (via the Facebook Sales Channel synced to Shopify) are appearing in Shopify as “Order Pending.” The merchant can see these orders but cannot access, process, or cancel them.
Customers also cannot cancel their orders within Facebook, leading to frustration and lost sales.
The merchant has contacted both Facebook and Shopify support. Each party is attributing the issue to the other, and no assistance or resolution has been provided.
No decisions, workarounds, or concrete outcomes have emerged. The cause of the “Order Pending” state and how to proceed with processing or canceling affected orders remain unanswered.
Status: ongoing, unresolved. No images or attachments are central to understanding; the key issue is the integration between Facebook Shop and Shopify orders not becoming actionable.