Pit Bozionelos

Hey @jnairb ,

Thank you very much for sharing the system report with me! I’ve taken a quick look and it seems that even though it’s deactivated, the “Braintree for WooCommerce” plugin is still installed in your site.

I took a closer look at the errors you shared in your first message and it seems that it isn’t caused by our plugin. The files in our plugin aren’t structured that way and php files aren’t called the same way. I’m afraid I can’t provide you with more information as to what may be causing this issue.

As previously mentioned, “Braintree for WooCommerce” is installed in your site and even though it’s deactivated, it’s possible that may be causing this issue. I wouldn’t recommend deleting the plugin if you were previously using it. If you’re interested in migrating to a new processor, it may be better to reach out to the plugin’s authors and check if there’s a way for payment information won’t be lost if you proceed with that.

Is this something that would interest you?

Looking forward to your response.

Best regards,
Pit

Hey @l0l0l ,

Thank you very much for taking the time to share more information with me! These screenshots are very helpful in taking a better look at what steps you’re currently following.

I’ve noticed that you’re trying to manually add the products and the pixel in your Facebook Catalog Manager. Even though it’s possible that you can setup your catalog manually, in order for our plugin to work as expected, these steps should be handled by the Facebook for WooCommerce setup guide.

Following that guide will connect your WooCommerce products automatically to your Facebook Shop and continue syncing them at short intervals. Would it be possible to let me know if you’ve been able to complete the Facebook for WooCommerce guide?

Looking forward to your response.

Best regards,
Pit

Hey @karenac78 ,

Thank you very much for providing me with more information regarding the setup of your site. So, as you’ve mentioned, out of 152 products, only 12 of them are synced to your Facebook Shop, based on your screenshot.

In order to further investigate, would it be possible to share with me your store’s feed URL? To find the unique URL for the feed file, you’ll need to log in to Catalog Manager. Select the current catalog that is in use for the WooCommerce plugin. Then click Product Data Sources from the left-hand side, select the “Data Feed” from the list for WooCommerce, and finally click the Settings tab to open the details for the feed sync.

The unique feed URL should be displayed here, and you can right-click and copy address to send over to me. This may help us see if there’s an issue with products syncing on your Facebook Shop.

Looking forward to your response.

Best regards,
Pit

Hey @jnairb ,

Thank you very much for reaching out to us! I’ll be happy to help with this case!

The first errors seems to be caused by another plugin, probably the Yoast SEO one. I’m afraid that I’m not aware if these two errors are related, but for the rest of the errors, it seems like our plugin conflicts with something on the setup that you’re currently using. In order to further investigate, would it be possible to share your site’s Status Report?

You can find that by navigating at WooCommerce > Status > System status > Get system report. Then, you can copy and paste it here so we can further investigate if there’s a specific plugin that could be causing this issue.

Looking forward to your response.

Best regards,
Pit

Hey @l0l0l ,

Thank you very much for your response and my sincerest apologies for my delayed reply!

Would it be possible to provide me with more information regarding having no other page or shop button? Did you delete your Facebook Shop or created a new one? If so, it’s possible that you may need to complete the setup process again to ensure that our plugin will be connected as expected.

It would be really helpful if you can share with me a screenshot of the issue you’ve mentioned. You can also try to go through the setup process again by following our documentation and let me know if you encounter any specific issues.

Looking forward to your response.

Best regards,
Pit

Thank you very much for that, @karenac78 ! As you’ve mentioned, it seems that there are 12 products synced in the catalog.

Taking a step back to your original message, would it be possible to let me know how many products you have in your WooCommerce store? Also, are the products variable or simple products? You’ve mentioned that only one category of your products has been synced, so I’d like to better understand your current setup and further investigate.

Looking forward to your response.

Best regards,
Pit

Hey @l0l0l ,

Thank you very much for creating these screenshots for me!

As you’ve mentioned, there are two catalogs that have been created here. Even though it’s possible this isn’t the underlying problem in this case, it could cause your products to not show in your Facebook Shop at a later step.

So, let’s start by deleting both catalogs to ensure this won’t be the case down the road. In order to do that, you can click on the “Catalog_Products” catalog, and then click on the Catalog Manager > Settings > Delete. This will delete this catalog and disconnect it from your shop.

Then, I’d recommend navigating at your WooCommerce Store, and then go to WooCommerce > Settings > Integration > Manage Connection. From there, you should see the Advanced Options > Remove option. This will create the other catalog too. After doing that, I’d recommend running the setup again. This will create a new products catalog and should also allow you to go through the entire process again.

If the products don’t sync after going through all of the above, let me know and we can proceed with other troubleshooting steps.

Looking forward to your response.

Best regards,

Pit

Hey @d4mation ,

This is Pit, stepping in for Simon since he isn’t available today!

I’m sorry to hear that you haven’t heard back from Facebook regarding this issue! I’d love to further investigate this and reach out to them on your behalf. In order to do so, I’d need the following information:

1. Would it be possible to share with me the merchant_settings_id? You can find that by navigating at WooCommerce > Settings > Integration > Facebook for WooCommerce and then click on the Manage Connections button. You can copy the text in the URL bar of the pop-up window.
2. The Facebook user profile that you’re using when encountering this issue.
3. The ad account ID for advertising for the FBE Page, if available.
4. Lastly, I’d need the Catalog ID that can be found in your Facebook Catalog Manager page. You can copy the URL of that page and paste it here.

Let me know if you’d like more information regarding any of the above.

Best regards,
Pit

Hey @karenac78 ,

Thank you very much for reaching out to us! Happy to help out with your questions!

I’m going to need a bit more information in order to further assist you. Would it be possible to also send me a screenshot of your Facebook Catalog Manager? This would allow me to first confirm that the product catalog is connected to your Facebook Shop as expected.

Looking forward to your response.

Best regards,
Pit

That’s great news, @charlesdonnison ! Thank you very much for letting me know! ??

Since that’s the case, I’m going to mark this topic as “resolved” now! If there’s anything else we can help you with, don’t hesitate to create a new topic with your questions!

I hope you have an excellent rest of the day!

Best regards,
Pit

Hey @webhk ,

Thank you very much for your message! Happy to help with your questions!

I’m going to need a bit more information in order to further assist you with this! It’s possible to set your own SKU for variants manually while using our plugin. This should allow you to remove the dash between the words.

However, would it be possible to let me know which software you’re referring to and what setup you’re thinking of creating in order to further investigate this for you?

Looking forward to your response.

Best regards,
Pit

Hey @l0l0l ,

Thank you very much for sharing more information with me regarding this case! First, I’d like to first check the catalog that has been created automatically in your Facebook Catalog Manager.

Would it be possible to click here and take a screenshot of the catalogs and share it in this thread? Also, could you let me know if the products have been synced successfully in the catalog that has been created automatically? It’s possible that even if the inventory sync appears stuck, the products have been uploaded and are available in the catalog, however, the wrong catalog is connected to your Facebook Shop instead. This would cause the products not to be visible in your Facebook Shop

This would help me further understand if the catalog is connected as expected and the sync issue you’ve encountered is connected. Regarding setting up the Instagram Shop, our plugin is currently more focused on the Facebook side, but I’d love to provide you with more information in case syncing the products doesn’t help with what you’d like to achieve.

Looking forward to your response.

Best regards,
Pit

Hey @cognizance42 ,

Thank you very much for reaching out to us. Happy to help with your questions!

As you’ve mentioned, our plugin currently doesn’t sync the google_product_category of the products. This is something that we’re still gauging interest to since our plugin relies to customers being redirected to your WooCommerce store to purchase the said products. This can allow you to set your own return policy on the WooCommerce side, even though we understand that in some cases, merchants prefer the Facebook Checkout instead.

I’m afraid that this isn’t on our radar for the next update, but I’ve made sure to log your feedback for our product team’s consideration! Thank you for bringing this up to our attention. That being said, in the next update of our plugin, we’re considering adding more ways to send custom information to your Facebook shop. So, even if we’re not touching up this request specifically, there will be more workaround options to consider.

However, customizations aren’t included in our support policy, so we won’t be able to directly assist you with. We would be happy to recommend organizations with developers experienced in WoocCommerce.

Is this something that you’re interested in?

Best regards,
Pit

Hey @mdwebbureau ,

Thank you very much for reaching out to us! I’m sorry to hear that our plugin is causing you this issue, however, I’d be happy to help further investigate this.

I took a look at the code of our plugin and it seems that this warning may appear when our plugin tries to sync variable products to your Facebook shop. In order to further investigate this, I’d like to know if you’re using variable products in your shop. If so, could you share me with more information regarding the type of products you’re syncing, including their attributes if they’re variable products?

Looking forward to your response.

Best regards,
Pit

• This reply was modified 4 years, 8 months ago by Pit Bozionelos.

Hey @unclekenneth ,

Thank you very much for reaching out to us! Happy to help with your question!

Our plugin should be able to sync bundled products in your Facebook Shop, so it’s possible that this behavior is caused by an unexpected issue. As a first step, could you let me know if you were able to run through the getting started setup wizard after installing the plugin. Were there any issues creating the shop page, selecting a pixel, or reaching the end of the wizard?

If not, that’s great news, we can take a closer look at whether the product sync finished correctly or not. To do that, could you please login to your Facebook Product Catalog manager, and let me know how many Catalogs are listed? You can send over a screenshot if that makes it easier too! What we’re hoping to see here is one catalog, and that the number of products is not 0.

Depending on what that shows us, we can then take the next steps to dig in further or resolve any issue that we see. Could you let me know when you have a moment to run through this for me and pass on the extra information? ??

Looking forward to your response.

Best regards,
Pit