I currently have 4 Facebook orders on hold that I can’t do anything with. The message says I need to fulfill them before payment can be captured but there is no option to print a shipping label.
I have already had to cancel two of them and send invoices directly.
Does anyone know how to get this fixed?
Hi @kitchenklutter !
I understand that you need some help with your Facebook orders being on hold. How long has it been since these orders came through? In, general, orders placed through Checkout on Facebook/Instagram will be synced to Shopify after 30 minutes. Facebook has a policy where buyers can cancel an order within 30 minutes of placing it. For that reason, orders aren’t being pushed into Shopify until after that 30 minutes has passed. The hold is typically removed after 30 minutes, but might be in place for up to 24 hours. Once the hold has been removed, you should be able to capture payment and print your shipping labels.
When an order is released from the hold, the on hold status is removed and the order is assigned a payment authorized and an unfulfilled status. Payment is captured automatically on Checkout on Facebook and Instagram after the order is marked as fulfilled. You can explore more about this here.
If an order does stay on a hold for longer than 24 hours, then we need to get this looked at by our live support team for you. Our live support can be reached via phone, chat, or email at our support portal here – simply type your query into the “ask about a topic” bar, then hit continue to support to access. While I would love to have a closer look for you, we simply do not have access to account specific information via the public forums.
Speaking of Facebook, how is advertising going there for you? If you have any questions about marketing for your store or growing your business, I’d be more than happy to help!
Please follow up with this. I have several orders that have been on hold for over 5 days. I had to cancel them because the payment authorization expired. I have bounced back and forth from shopify support to facebook support and it all seems fine on facebooks end. This is causing major disruptions for my customers.
This has been going on for over a week now on several orders. People at Shopify and Facebook are “looking into it” but nothing has been resolved and I’m afraid I will be losing orders because of it.
Almost all of my orders are being put on hold for longer than 24 hours. I haven’t had any that have processed automatically. I have to get facebook to remove the hold by messaging in on each order and then I have to wait sometimes longer than 24 hours for shopify to recognize the cancelled hold and then the payment isn’t capturing after I have fulfilled the order.
If this is a simple mistake on my part I am very happy to be told that and how to fix it, but noone has any answers and this is crushing my customer service. I am now up to around 10 orders that this has happened to and I have had to cancel a few of them.
Hey @kitchenklutter !
I can appreciate this might be a frustrating time for you and that you would like to get this resolved once and for all. While I would love to be able to resolve this for you here, we do not have access to account specifics from the public forums here ourselves.
If you have already opened a ticket with our support, then I would recommend keeping communication there as our teams will be able to provide the next best steps for you. We may even need to have this looked at by higher tier support, however, I do suspect this might be an issue coming from Facebook’s side.
I do hope this gets resolved for you very soon, if you have any questions let me know.
So I never did get a solution from Shopify or Facebook on this problem.
I did search last night and found someone else that had the same problem. They were told the problem is with the Facebook Pixels and to uninstall the Facebook app from Shopify and reinstall it.
I tried it last night and although it didn’t help with the pending orders I already had, the ones that have come in since then are only being held for a few minutes.
Hope this helps someone else.
I am having the same issue! When you reinstalled it, were the pending orders still there? I am still mailing them out, but worried I am not going to get paid for them.
The status on my pending orders didn’t change, I had to cancel them. If I were you I would not be sending them out.
They found a solution and I still was paid for all the orders that were in limbo. If you go to the Facebook channel in Shopify, click on Settings, and then Commerce Settings. My checkout method was set to Facebook and Instagram. They had me click the link that says Change to Shopify store. I did this, and then changed it back to checkout with Facebook and Instagram. All my on hold orders were able to be fulfilled, and I haven’t had any issues with orders since.
It’s May 9 and this issue just started happening for me 3 days ago. Shopify and Facebook support did not solve the issue. I had to cancel orders and am hoping customers will buy again directly from my website. Will try uninstalling both Facebook and Instagram as mentioned below .
Thanks, I’ll try that
I’ve been having issues with this as well. If you go to the order and select help it will prompt you to fill out some info on what your issue is then at the very bottom you can chose to resolve through email or chat. I’ve found chat is way better. You then give them the order # and they release So that you can fulfill. It’s very frustrating I’m trying to figure out how I can just have my order be completed on my website instead of this! Hope it helps