Shopify Interfering With "Checkout on Facebook or Instagram" Checkout Method

Technical Q&A
1

Hi Shopify Community,

We have a strange issue with our Shopify store and the Facebook Sales Channel. Our Shopify and Facebook Shop have been connected since September. We have always had the “Checkout on Facebook or Instagram” checkout method selected on our commerce manger. With this option a listing will appear on our Facebook Shop with the “Buy Now” button (screenshot included). As of January 24th we’ve seen the Call To Action button on our shops listings all changed to “View on Website” (screenshot attached). We’ve read on other forums that this is a glitch that somtimes occurs with the Shopify integration. In our attempt to troubleshoot this we disconnected Facebook as a sales channel in Shopify and then tried to re-enable the sales channel on Shopify.

When re-enabling we get to the point in the Facebook Sales Channel setup where we are asked to connect our commerce account, but we receive a message saying:

“It looks like Commerce account, {Actual Commerce Account Name}, already exists on Facebook. We need to create a new account with your Shopify information and products to get you setup for selling.”

This only giving us an option to replace our commerce account. Ideally we would not be required to replace our commerce account seeing as we have already had transactions, reviews, and numerous customer interactions through our current commerce account that was also already connected to Shopify at one time. Does anyone know what may be leading to these two errors?

  1. Call To Action button changed from “Buy Now” to “View on Website” (correct checkout method selected on commerce manager)
  2. Unable to recconect our commerce account after disabling the Facebook Sales Channel in Shopify. (Correct Business Manager and Page are selected)

Thank you in advance for your help!

1 Like
2

I’m having a very similar issue. I’ve had a FB Commerce Shop before but just signed up for Shopify and added the FB sales channel but keep getting the error when switching checkout method. I have my PayPal Express linked to my Shopify but the error occurs when changing checkout method to enable checking out directly on FB & IG. The error tells me to contact Shopify support (they couldn’t figure it out) and support tells me to contact FB support and they can’t figure it out either. I have deactivated PayPal and reactivated multiple times and nothing seems to help.

3

I had a similar problem. I was unable to change my checkout method to IG and FB Checkout. Users were having to click the “view on website” button instead, which is not the end of the world but we wanted to try Facebook/instagrams native checkout. I was told by Shopify support to disconnect my FB account from Shopify, then reconnect it to see if that fixed the issue. I did that and was also prompted to create a new Commerce account to my horror. Our IG shop was down for about a day while the new Commerce account was approved (scary because it says this process could take up to 4 weeks!) We still have the same problem, I can’t change the checkout method.

Facebook support told me to disconnect my FB account from Shopify AGAIN, and try onboarding my Shopify catalog this way instead:

https://www.facebook.com/commerce_manager/onboarding_landing

I haven’t tried this yet but maybe it could help you.

1 Like
4

I’m having a similar issue and I’ve been unable to resolve it. Did you resolve yours yet