Multiple problems with Woo to FB Plug in

  • Resolved photomj

    (@photomj)


    2 years, 1 month ago

    I am having multiple problems with this plug in.

    I didn’t know whether to start separate posts, for each problem, or to contain them all in one thread? I will list all the issues here, but can separate them into different tickets, if need be.

    Some of these issues have been around for years, even back when Skyverge still handled Tech Support. I’ve read that the variable problems had been fixed, but this post will show that they haven’t been fixed at all.

    #1 – Out of Stock and deleted items are NOT being removed from the FB catalog via the plug in. Your plug in keeps syncing out of stock items, and deleted items, to FB. (How can this plug in SYNC deleted products?! The products don’t exist anymore on the website!) This is a really frustrating issue, in that there isn’t any way to delete products on the FB end. I deleted over 20 products on our website, three days ago, and they still show as “active and available for sale” in the FB Shop, 3 days later. All of our out of stock items, are in a category called “Recently Sold,” on our website. I even have the plug in set to NOT sync that “Recently Sold” category. It doesn’t matter, it all gets synced – deleted products, out of stock products, Recently Sold products, etc.

    This plug in has been around for several years now and I can’t believe that simple tasks like NOT syncing deleted or out of stock products, doesn’t work at all.

    The answer to this issue cannot be “delete the catalog and resync” because we have hundreds of products tagged on both FB and IG. There is no reason this plug in should be syncing products that no longer exist on the website.

    #2 – The Plug in is NOT updating prices on Facebook. I changed some variable listings over a month ago, and the lower prices did not show on the FB Shop until almost a month later. Surely this is a ridiculous amount of time to wait for price updates to go thru? I have even manually synced the catalog multiple times, yet that does nothing to help. Since we are selling items online, we need to have the CORRECT prices showing, and not outdated ones. If the plug in is supposed to sync automatically, when we make a change to a product, then WHY are those changes not being synced, and the new prices being uploaded, within the same day at least?

    #3 – Can’t get new Variable products to sync – Sync and Hide showing on new variable products – When I create new variable products, I keep them in private mode, until I am ready to launch them. I launched about 18 new products, 3 days ago, and only four actually synced thru to FB. The others show “Sync and Hide” (All these products were created by duplicating one previous to it, since a lot of the info stayed the same.) I tried selecting the products and clicking “Include in FB feed” but that doesn’t work. There isn’t any way to choose the “sync with FB” option, unless it is a Simple listing. The only way I know how to fix this problem is to go into the listing, change it to “Simple”, check the box to “Sync and Show” on FB, save the file, then go back and change it to a variable listing again, enter all the variables and pricing AGAIN, then resave it. It is normal for E-commerce sites to have variables, so WHY does this plug in not handle variables correctly?! It is ridiculous that we have to jump thru so many hoops to get ONE variable listing to sync. It is time prohibitive to have to do this for dozens of variable listings. Why isn’t there a link in the variable product area, to “Sync to FB?” Surely by now this link should have been added? I have uploaded a screen shot for this issue.

    #4 – Speaking of variables…..Variable products are NOT syncing correctly to FB. This was a problem in the past, it seemed to get fixed, and now it is happening again. Of the 4 new variable products that DID sync over to FB this week, NONE of them are showing the correct image or pricing. A random variable image is being pulled as well as random pricing. When we set up listings in Woo Commerce, we have a main image and a base starting price. Everything else is a variable. Why are variable photos and variable prices showing rather than the main image and starting price? I saw a post where you guys said this issue was fixed, months ago, but apparently the issue hasn’t been fixed at all. One of the new listings actually changed within a few hours time! Initially it showed an incorrect variable photo and price, and then a few hours later it showed a DIFFERENT variable image and price! COME ON! This plug in doesn’t work correctly at all! I will upload screen shots to show this anomaly. Update – I just checked again today, and now a totally DIFFERENT variable image is showing for the same listing! What a cluster (you know what.) So now, one variable product has shown THREE DIFFERENT images and prices, within 24 hours, but NEVER the correct image and price. Screen shot has been uploaded for this issue.

    #5 – Woo/FB Error when updating older variable listings – Every time I update or change older variable listings, I always get some Woo/FB error at top that says:

    “Facebook for WooCommerce error:
    Unsupported post request. Object with ID ‘4259306420770545’ does not exist, cannot be loaded due to missing permissions, or does not support this operation. Please read the Graph API documentation at https://developers.facebook.com/docs/graph-api.”

    The product DOES exist on FB and on our website. The changes go thru, but this warning shows a lot when updating older listings.

    #6 – When trying to force the variable products thru to Facebook (from issue #3 above) I tried the “include in FB sync” various ways…with one product, with several products, with a lot of products. None of them worked but then I did see this error: Facebook for WooCommerce error:
    Cannot call API for app 474166926521348 on behalf of user 103169185317873.

    I have no idea what that error means.

    #7 – Facebook Shop layout – Why do new synced items not show first in the FB shop (meaning chronologically?) Since Woo websites show newly listed items in a chronological order, why wouldn’t newly synced items to our FB Shop, show on top? The FB Catalog is just a mess….it seems to choose old listings and show them first, when newly synced items are lost somewhere in the mix.

    I will upload the system status report here, since that always seems to get asked for first. I will also include a link to Google Drive below, where I will upload screen shots to show some of the above issues. If that link can’t be accessed, let me know and I can send an alternate way.

    As I said above, this plug in has been around for years, and it seems that some of these issues shouldn’t STILL be happening. If we have deleted products off our website, then they shouldn’t still be syncing to Facebook. That’s pretty reasonable to expect. If we update pricing, that updated pricing should reflect IMMEDIATELY on FB, otherwise, what is the point of using this plug in?

    I cannot delete the FB catalog and start from scratch. We set up the FB Catalog because it was required in order to tag posts on IG, and we have too many years of tagged posts now. I am not willing to lose those tagged posts to try and get your plug in to work.

    Also, I might add that we don’t sell on either FB or IG, we use this plug in to create the FB catalog, so we can tag products on both platforms and have a clickable link, back to our website. That being said, I don’t want incorrect info showing in the FB Catalog or Shop because it looks unprofessional, to say the least.

    Thanks in advance for any support/answers on these issues.

    Here is the link to the screen shots: https://drive.google.com/drive/folders/1CUajEA4G70K1Uxbz6L3OTUIyzlzJAZk_?usp=sharing

    Status report:

    
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### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
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shipping-smart-defaults
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Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ? Next scheduled: 2022-10-26 23:22:10 -04:00
Options: ?
Notes: 45
Onboarding: completed

### Action Scheduler ###

Complete: 2,385
Oldest: 2022-09-25 16:59:49 -0400
Newest: 2022-10-26 16:33:22 -0400

Failed: 3
Oldest: 2020-06-13 16:35:37 -0400
Newest: 2020-06-13 16:35:37 -0400

Pending: 3
Oldest: 2022-10-26 22:19:43 -0400
Newest: 2022-11-02 07:36:40 -0400

### Status report information ###

Generated at: 2022-10-26 16:53:23 -04:00
Viewing 13 replies - 1 through 13 (of 13 total)

  • Hi there @photomj ??

    Thanks for reaching out!

    Multiple problems with Woo to FB Plug in

    Let’s first address the product syncing issues. I understand there are some sync issues, between your WooCommerce site and Facebook page. Can you go to WooCommerce > Settings > Products > Inventory and check that Hide out of stock items from the catalog is enabled?

    Screenshot: https://d.pr/i/2FYIYO

    If the option is selected, then products must be in stock in order to sync.

    What’s more, when the Out Of Stock Visibility option is selected (thus, WooCommerce is ordered to hide out of stock products; related Inventory documentation directly linked here), it solves the issue of syncing out-of-stock products from your WooCommerce store to your Facebook page.

    Additionally, there are a few code snippets that should also work for you here: https://woocommerce.com/document/facebook-for-woocommerce-delete-or-reset-all-facebook-products/

    Moving on, to variable products now. Feel free to read more in the related documentation directly linked here, please. Sync issues are addressed here and here in the documentation.

    Let’s go ahead with that for now, and continue with what’s left based on your update on how it went so far.

    Looking forward to hearing back from you.

    Thread Starter photomj

    (@photomj)

    Hi Pepe –

    Thanks for the response. I did check the “Hide out of stock items” button as you suggested, and manually resynced, and it did absolutely nothing. I have three different websites using this plug in and it didn’t work on any of them. Out of stock products and deleted products are STILL showing live in the FB Catalogs/Shops.

    As I already stated twice, in my previous message, deleting and resyncing is NOT an option, since we have hundreds of products that are tagged on FB and IG.

    I’ve already read the sync documentation and variable product info and none of it applies to my situation. I don’t have disallowed characters, etc. None of those issues apply to my items.

    What is happening to my site is an issue with the plug in not working correctly. This is what I need help with.

    I also uploaded photos that show you can only use the “sync with FB” option when creating a SIMPLE product. There is no such
    “check box” when creating a variable product.

    I just looked at one of the new variable products that is showing “sync and hide” and it has synced to FB, each variable has its own FB ID for the product sync, yet it still shows “Sync and Hide”. If I momentarily change it to a Simple product, in the Facebook area it does says “Sync and Show”, so I change it back to the variable listing, save it, and it still won’t sync.

    As I stated above, the ONLY way I can get the product to sync and show is to change the variable listing to a simple listing, click on “Sync and Show”, SAVE the document, then go back and change it to a variable listing again, ADD ALL THE VARIABLE INFO AND PRICING AGAIN, and then save it again. THEN it will “Sync and Show”, which as I said above, is time prohibitive to have to do for multiple products, and is NOT the way this plug in should work.

    This not syncing issue has been an ongoing problem, and the only workaround I ever found was to create a simple listing first, so I could choose “sync and show”, save it, and then create the variable listing. When I started out creating these 18 new variable products the other day, in the first listing, I saved it as a Simple product (with sync and show) and then proceeded to create the variable listing. This was the listing I duplicated for the rest of them, so it should have worked. But it didn’t.

    Again, under the variable product area, there needs to be a FB “sync and show” button there, the same as under the simple product area. This doesn’t seem like such a hard solution?

    On to other pressing matters – the pricing not updating and the incorrect photos/prices showing on variable listings is something that needs to be addressed/fixed.

    Thanks.

    Mj

    Hi there @photomj,

    What is happening to my site is an issue with the plug in not working correctly. This is what I need help with.

    Rest easy, we’ll get to the bottom of it. Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Thread Starter photomj

    (@photomj)

    Just opened the ticket on your website.

    Hopefully I’ll hear back soon.

    Thanks.

    Thread Starter photomj

    (@photomj)

    I opened this detailed support request 5 days ago.

    Per Woo instructions, I opened the support ticket on the Woo website, gave Woo admin access to my website, and am still getting the runaround and generic “solutions” from them.

    Every single one of the issues listed here, is still happening, and Woo isn’t making any concerted effort to help resolve these issues.

    They just want this problem off the WordPress forum, so others can’t see how poorly this is being handled.

    This plug in obviously doesn’t work properly, yet Woo isn’t doing anything to fix or resolve the issues.

    Igor H

    (@ihereira)

    Hi,

    I’m sorry to hear about this, this is definitely not our goal.

    I think you are referring to the ticket #5667401, I can confirm our team is aware and will provide you a reply as soon as they can. We appreciate your patience and understanding while we look into this.

    Thread Starter photomj

    (@photomj)

    Hi Igor –

    They have responded already, with the same generic answers I got on here. Like delete the catalog and resync, which I can’t do because of shoppable post links.

    I still have 18 items that were DELETED off my website, last week, that are still showing live on FB.

    I still have brand new variable products showing incorrect photos and prices, and I still have brand new variable products that aren’t even syncing over.

    This plug in isn’t working properly at all, and so far, all Woo can say is delete and resync, or reset FB data, ALL of which just delete the catalog, which I don’t want to do.

    I’ve also asked for you to step back in on a different Woo Commerce search thread that I still have open, since even basic searching in the Woo Commerce admin area isn’t working properly, and the most recent person who answered that thread, doesn’t even seem to understand what is going on.

    Hi @photomj,

    I see we sent a detailed response on the ticket and are doing our best to help with the issues you reported.

    I understand you’re looking to have the issues resolved immediately due to the impact on your business. However, issues like this sometimes take a while to troubleshoot, we ask for your patience and understanding.

    Please reply with the requested information on the ticket so we can continue assisting you.

    Regarding your other thread, we’ll reply directly on the thread.

    Thread Starter photomj

    (@photomj)

    Hi Sunday –

    I opened this ticket over two weeks ago, and brought it over to Woo Support over a week ago. NO ONE at Woo Commerce sent any sort of helpful answer until this past Sunday, when I heard from a Tech based out of Wisconsin. The ONLY “support” anyone else said was resync or delete and resync, which didn’t help or couldn’t be done, based on my detailed explanation above.

    No one at Woo did any “trouble-shooting” whatsoever, on these MULTIPLE issues, over the past two weeks.

    What Woo Commerce wants to do, is move the issue off this forum, so other customers can’t see how poorly handled Woo Commerce “support” really is.

    I run multiple businesses and yes, issues need to be resolved in much less than 2 weeks time. This isn’t possible though, when Woo Commerce “Tech Support” doesn’t know how to fix anything technical. Telling customers to “Delete and Resync” is NOT a technical solution.

    John Coy a11n

    (@johndcoy)

    Automattic Happiness Engineer

    Howdy @photomj

    Thanks for the reply. I’ve helped in the past with the issue you presented with images being imported into the Media Library some time ago. I appreciate seeing Facebook for WooCommerce plugin is still helpful to the business apart from the recent issues.

    I see a reply was sent recently by Josh regarding many of the issues around variations. That reply does not help the community here in the forums but we hope the things we learn to change the tool in future releases. For now, I’ll keep a close eye on the ticket.

    Thanks again,

    Thread Starter photomj

    (@photomj)

    Hi again @johndcoy

    Yes, Josh has written back, and I have to answer him, but the 4-5 Woo people who wasted my time for an entire week, didn’t help at all. No one provided any help or solutions, when I moved these issues over to Woo, but instead I got a lecture on how I should appreciate them being there to help! So what was the point of sending the issues over to Woo in the first place, if no one ever provided any help or support?

    By the time Josh had written me back, I had already figured out a work-around for the issue with variations not showing, which someone at Woo could have told me about, had anyone ever proactively looked into the issues I sent over. Woo had admin access to my site, yet they kept asking for screen shots for things I had already provided to them. Woo support has been non-existent, for all the problems I originally mentioned above, until Josh wrote me, 2 weeks later.

    What IS a consistent with this Plug in, is it does NOT work with variations at all. It also doesn’t show correct pricing on variable listings either. This has been a problem from day one, that has never been fixed yet.

    So while the plug in DOES move our products over to Facebook, the information that shows there isn’t correct (i.e., wrong photos showing in variable listings, wrong prices showing in variable listings, etc.) What’s even more fun is those prices and images can fluidly change!

    We don’t sell on either FB or IG, but started using this plug in so we could have shoppable posts showing on IG. If I was going to sell on FB or IG, I couldn’t use this plug in, because it doesn’t push correct info over, or Facebook isn’t showing the correct info. In either case, this is something you guys need to fix, within your plug in, or get Facebook to fix on their end, so what shows is correct, in our FB Catalogs.

    Thanks for reaching out.

    Mj

    Felipe (a11n)

    (@felipea8c)

    Hi @photomj,

    I understand your frustration while using our Facebook for WooCommerce plugin.

    While we work hard to make it work as expected with all kinds of sites, it’s possible that it will have conflicts or inconsistencies depending on each setup.

    As I see we are already helping you on a different ticket, my recommendation would be for you to share any additional issue or feedback directly from there, so our team can proactively contact our development team and act on it if needed.

    Feel free to get back to us anytime if you need further help.

    Thread Starter photomj

    (@photomj)

    I am really at my wit’s end with Woo Commerce support (or rather the lack of it.)

    I opened this ticket here over 2 weeks ago, and no one provided any help, after it was moved over to Woo Support.

    I have been emailing back and forth with a “JR (Automattic)”, this week, who I thought was finally going to offer some support.

    In the past 2 weeks, I have written LONG emails, provided screen shots of both my website and FB Catalog, that show EXACTLY how the Woo to FB plug in is NOT WORKING.

    After sending JR a LONG email response yesterday, (my third long response of the week), even showing NEW PROBLEMS with this same plug in, he writes me back asking for erroneous info, and MORE screen shots, so I don’t think he’s even reading the emails anymore.

    If I am/have been corresponding with a “tech support” team all along, then sorry, but no one at Woo seems to be very technical at all, since no one seems to know what is going on and no one has fixed anything or done anything yet!

    This Woo to FB plug in does NOT work with variable listings. The FB Catalog will show variable images, as the main image, and the only work-around (that I figured out for myself), is that you have to have variable images set to “show featured image” for the FB sync. That is the ONLY way to get the correct MAIN image to show, on FB, for a variable product.

    THEN, this plug in doesn’t even sync prices correctly, for variable listings. I have provided dozens of screen shots, showing this issue, and all JR keeps asking for, is more screen shots!

    At this point in time, someone from Woo is going to have to schedule a phone call with me, where we can share screens, and I can VISUALLY show someone, what is going on, since no “tech” person seems to understand what a variable listing is, and how it should work, despite me sending dozens and dozens of screen shots to them.

    I really do NOT have the time to keep going back and forth with this nonsense. If I have to answer one more email, with the same info I have already sent to Woo repeatedly, I will just create a blog post, where I can post all these ridiculous conversations I’ve had with Woo “support”, and I will upload ALL the screenshots I have already shared with Woo, that no one seems to understand, to that blog post as well. My screen shots CLEARLY show what the problems are, and will make Woo look ridiculous for not handling this in a better or more expeditious manner.

    I have three different websites that use this plug in, and the plug in doesn’t work correctly on any of the websites. This website is the worst of the three, and I have provided ample documentation to Woo, SHOWING them what is happening, to no end. It just wastes more of my time.

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