I have noticed that the prices on items on Facebook do not correspond to the same prices in my Shopify store, this is not good and I was under the impression that they are automatically synchronized.
Is this not the case, and if not, what should I do to correct the problem?
Any helpful suggestions are much appreciated.
Hello @Khayamex !
Welcome to the Shopify community and I hope you’re doing well.
Thanks for explaining the issue and sharing examples of the pricing difference. Have you recently made changes to the prices within your Shopify admin? If so, it can take Facebook up to 48 hours to fully sync these updates. Once Shopify syncs this product information to the catalog through the product feed CSV upload, Facebook takes over. We actually have no control over how this information is shown on Facebook.
Something to double-check, are you using compare at prices for your products? If that is the case, please check that the compare at prices are higher in value than your product prices, in order for the product to register correctly as being on sale as Facebook uses the
lowest price between price and compare at price. Check out this help document here on this very topic. If you need to make changes, then you can edit the prices via the bulk editor here.
In addition to the above, if the products have multiple variants and these variants have different prices, Facebook chooses what price to display for that product on the shop tab. In the meantime, you can look over Facebook’s troubleshooting guide here on incorrect information on your products.
In case you didn’t know, we have an amazing resource called Shopify Learn. It’s full of programs, courses, and workshops that have been curated by experts and best of all it’s completely free. I’d recommend adding it to your bookmarks. I think you might find the course Advanced Facebook Ads, to be especially beneficial.
Hi Maz,
I double-checked the points you mentioned above :
We didn’t change the price recently.
Yes, we are using compare at prices for our products. Also compare at prices are higher in value than our product prices.
Kindly guide us in the correct way so that these issues can be fixed immediately.
Hi @Khayamex !
I appreciate you getting back to me so quickly and for cross-checking the information too.
As mentioned, the information checks out, so we would need to do some further digging on this one. This would require taking a look which catalog is linked in your admin and some side by side troubleshooting with our team. As we cannot access your account or store via the forums here ourselves, please reach out to our live support here at this link so that our team can check this out in more detail for you.
In order to save some time, and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your answers as quickly as possible. Please let them know that the prices displayed on your Facebook shop do not correspond to those in your Shopify admin. In addition to that, you can confirm that you have not updated the prices recently and that the compare at prices are higher in value than your product prices.
I hope this gets resolved for you very soon, however if you have any other questions please let me know!
Hi Maz,
Appreciate your prompt response. As I clicked the above-given live support link. It is not showing the desired page to share my issues.
Kindly guide a possible way to get these issues sorted.
Hi @Khayamex !
Thanks for your response.
I am sorry to hear that you’re having trouble accessing our support. When you visit our support page, can you tell me exactly what issue you’re facing or what you see?
Once at this page, if you log in and select your store, you’ll be presented with different topics which you can select from. Please select the appropriate topic and scroll down the page to ‘Get Support’. Click here, and you’ll be presented with different ways to get in touch with our team.
Let me know if you’re still unable to access support!