For months, Facebook Marketplace and Commerce Manager were automatically canceling orders. About one minute after an order came in, it would be canceled and never make it to Shopify.
For more than four weeks, hundreds of orders were canceled 📆.
We opened a support ticket with Facebook, but after waiting five days with no resolution, we were passed from one support team to another.
We got tired of waiting and decided to troubleshoot the issue ourselves.
We started with the following:
- First, we disconnected the TikTok Shop and then reconnected it ✅
- We placed a test order, but the problem continued ❌
We checked the payment processing settings. We also contacted Shopify to confirm that all payment settings for Facebook Shops were configured correctly, and they confirmed that everything was set up properly ✅.
We reviewed the shipping settings as well to make sure we were complying with Facebook’s shipping policies 🚚📦.
After three weeks, Facebook finally escalated our case to the highest level.
We then waited another two weeks to hear back, and I kept replying to every update daily.
Eventually, they replied and apologized, saying the ticket had been muted, which was why they had not gotten back to us. Go figure, right?
👉 We received a support email saying that the TIN had not been processed correctly.
👉 However, our client had already been receiving orders for about a year before this became an issue. We determined that this was not the actual cause and submitted proof.
After a lengthy discussion with support, they were finally able to manually relink the account.
At first, the Instagram Shop started working again, but the Facebook Shop still did not.
It took another week and a half to fully fix the Facebook Shop issue.
To resolve this type of issue, make sure to record a video and document your Shopify settings and all related connections.
Takeaway: this issue can happen when a catalog or a new Shopify store is connected to an existing Facebook Shop.
If you are experiencing this issue, visit GetRicardo.com for support.
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