Troubleshooting: Facebook Shop Orders Auto Cancelling

For months, Facebook Marketplace and Commerce Manager have been automatically canceling orders. After 1 minute of the order arriving, the order would be canceled and never make it to Shopify.

For over four weeks, hundreds of orders got canceled 📆.

We opened a support ticket with Facebook support, and after waiting 5 days with no direct outcome, we were tossed around from support to support.

We got sick of this, and we decided to troubleshoot ourselves.

We started with the following:

1. The first step is to disconnect the TikTok shop and then reconnect it ✅
2. We did a test order, and the problem was persistent ❌

We checked the payment processing settings. We wrote to Shopify to confirm that all the settings to accept payment on Facebook shops were correctly done, and they confirmed ✅.

We looked at the shipping settings to ensure we complied with Facebook's shipping policies. 🚚 📦

After three weeks, Facebook finally escalated our case to the highest level.

We waited for two weeks to hear back from them, and every day, I kept replying to any update.

Eventually, they wrote to me saying that they apologized, but the ticket was muted, and that's the reason why they didn't get back to me. Go figure, right?

👉We received the following support email stating that the TIN was not processed correctly.

👉 Remember that our client had been receiving orders for about a year before this became an issue. We determined this wasn't the issue and submitted proof.

After a lengthy discussion with support, they were able to manually relink the account.

At first, the Instagram shop started working, but the Facebook shop didn't.

It took another week and a half to fix the Facebook issue.

In order to fix this type of issue, you have to make sure that you record a video and document Shopify and the connections.

Takeaway: this issue can happen when the catalog or a new Shopify is connected to an existing Facebook shop.

If you are experiencing this issue, visit Getricardo.com for support.

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