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woocommerce / facebook-for-woocommerce

A first-party extension plugin built for WooCommerce. Development is managed by Ventures.
https://woocommerce.com/products/facebook/
GNU General Public License v2.0
211 stars 138 forks source link

Not syncing properly with Facebook #1103

Closed OddlyActive closed 4 years ago

OddlyActive commented 5 years ago

Hi - I've read several threads on similar issues but not found a solution in any of them...

So. The Problem: I’ve been trying for about four days now to integrate my website’s Woocommerce shop with Facebook using Facebook for Woocommerce plug in. Everything APPEARS properly synced, the catalogue is visible in catalogue manager with full details / images intact etc, but the products don’t appear in the shop. I’ve read a couple of posts from people with similar problems that suggested deleting the catalogue then deleting Facebook for Woocommerce and starting again over from scratch, but so far to no effect whatsoever. All I managed to do was generate another Facebook Pixel that doesn’t work.

By luck more than judgement I found Facebook’s ‘pixel helper’ and ‘pixel debug tool’. The first identifies the original pixel on my website as the one linked to the catalogue and that only one pixel is loaded, so that would all seem okay. The debug tool throws up the following error messages (see attached image), but when I check my product descriptions they contain all of the ‘missing’ fields (id / availability / price) and all of these parameters are visible in the catalogue I can view in catalogue manager. https://i0.wp.com/2fsdesign.com/wp-content/uploads/2019/08/facebook-pixel-helper-details.jpg

With regard to the id, I notice that the ‘group’ id and the ‘content’ id are the same, but as the debugger only says ‘id’ I have no idea whether this is a problem or not. But, in Woocommerce terms, all of the products are ‘simple’ with no variants at this stage, so they only have one id.

Any suggestions greatly appreciated, along with any suggestions on how to permanently delete all the additional pixels, ad manager accounts and business accounts this ‘simple connection’ process generates every time it doesn’t simply connect.

Thanks in advance

David / Oddlyactive

yinghechen1993 commented 5 years ago

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makeonlineshop commented 5 years ago

It is clear for anybody who has used it that this plugin has problems since months or years, so when is Facebook going to do something about it ?

OddlyActive commented 5 years ago

Having looked through many threads where similar problems have arisen the only solution offered so far (deleting and reinstalling the app) hasn't worked. I've had several goes, and in the process generated additional and unwanted ad accounts and facebook pixels because the integration of Facebook for Woocommerce can't bypass those two steps... With this in mind, I'm 'elevating' the support request to 'debug' status with the provision of more information below. While not yet an Advertiser I would be if the shop was working, so have tagged accordingly! I'm assuming 'multiple reports' refers to the nature of the problem, and certainly there are / have been many related incidents reported. I'm not debug ready or other terms mean but the report below does include debug data from various Facebook / Chrome tools and a feature request addendum, so i'll add both as tags too (if i can figure out how) ...

REQUIRED INFO: I am Wordpress.com hosted on a newly upgraded business plan, so all plugins etc are the latest versions. 1) I am running Woocommerce version 3.7.0 2) Wordpress version is 5.22 running Storefront theme. 3) Facebook for Woocommerce plug in is 1.9.15 (I have not yet tried deactivating and manually installing the older version suggested by some with similar problems). 4) Website with problem: https://2fsdesign.com/ 5) Facebook Page: https://www.facebook.com/2FsDesignUK 6) All of the following images were obtained via the Facebook for Woocommerce plug in settings page, but have been confirmed by direct access from the facebook Shop's 'improve your shop' dialogue. The catalogue and products etc can be viewed in catalogue manager but do not appear in the shop, which shows (on facebook) a message saying 'no products have yet been added'. Various images attached:

image image image image image image image image

image

Additional info: Somewhere, sometime, I saw a message about 'microdata' having missing ids and availability / stock levels, but checking the downloaded CSV file and descriptions on the website/in catalogue manager this is not the case.

FEATURE REQUEST: I have spent hours each day for almost a week trying to get this plugin to connect my wordpress shop to my Facebook page shop and haven't even come close. I have deleted and reinstalled plugins and deleted entire shop inventories several times, spawning new pixels, ad accounts and business accounts in the process which have muddied the waters even further. I've spent hours reading help files that haven't helped and looking at debug reports from pixel helpers and the like... TBH I can't understand why all of this isn't just bundled into the regular Woocommerce plug in anyway, given Facebook's importance in the sales chain with Instagram etc, and why, having created a pixel and business account and/or ads account it's not possible to just simply join up the dots by assigning one to the other. I recently connected a Shopify account to Facebook: it took, after entering some basic information, one click, and I'm at a loss to understand why Woocommerce needs to be any more complicated. So there's my feature request: 'Simple integration with your Facebook shop'!

Any help with the can of worms above much appreciated...

Thanks

David

truchosky commented 5 years ago

this team sucks, plugins sucks, there is no support from woocommerce team neither facebook, shitty plugin and shitty team

makeonlineshop commented 5 years ago

this team sucks, plugins sucks, there is no support from woocommerce team neither facebook, shitty plugin and shitty team

You said it clearer than me ! Thank you !

OddlyActive commented 5 years ago

Some sort of reply / acknowledgment other than the automated one would be reassuring. I am still no closer to seeing my shop on my facebook page, though the catalogue is clearly visible in catalogue manager and all products are shown as synced in Wordpress/woo-commerce plugin. I'm going to have another stab at deleting the whole lot and starting again today, and if that fails I'll just forget it. That nobody will take ownership of these problems and users encountering what is clearly a fairly common problem have no helpline is a poor state of affairs. Somebody should step up to the plate, or, if none of the three parties involved (Automattic/Facebook/Developer) are willing then Woocommerce really should be looking into a free alternative, because without #reliable Facebook/Instagram integration Woocommerce isn't much of an e-commerce program.

ghost commented 5 years ago

I am having a very similar problem also, after doing a bit of research into I've found there a tons of people who have countless problems. My problem currently is that everything "seems" to have worked fine but no products are coming up on the Facebook Store and when I'm on the facebook store it says there are no pixels but on my site there is a pixel. Going into my Event Data Sources on the business.facebook.com I can see the woocommerce products are all there which is great but from what I gather there is a second pixel that is uploading to facebook which wasn't in any tutorial and it's saying !00% of views can't be retargeted.

By the sounds of it I'm not the only one with this problem, I'd look forward to seeing if they reply to you.

OddlyActive commented 5 years ago

Hi all who have replied -

No closer to getting this sorted and I can't begin to explain how irritating it is to see my catalogue sitting there in catalogue manager with no way to connect it to my 'shop'. Adding insult to injury Instagram, with no explanation why or any sort of appeal process that i can see, have rejected my request for a business account, so any hopes I had of tagging on Instagram from the catalogue have gone south too...

One slight glimmer of hope - I am waiting to hear back about another plugin called Pixel Caffeine which MAY provide a free alternative to Facebook for Woocommerce for all those many people for whom F4W hasn't worked. If / when I know I'll give a shout. Meanwhile, here's a link to the thread running on Wordpress.org for those who would like info to date: (https://wordpress.org/support/topic/some-general-advice-please/#post-11926060)

ghost commented 5 years ago

Hi all who have replied -

No closer to getting this sorted and I can't begin to explain how irritating it is to see my catalogue sitting there in catalogue manager with no way to connect it to my 'shop'. Adding insult to injury Instagram, with no explanation why or any sort of appeal process that i can see, have rejected my request for a business account, so any hopes I had of tagging on Instagram from the catalogue have gone south too...

One slight glimmer of hope - I am waiting to hear back about another plugin called Pixel Caffeine which MAY provide a free alternative to Facebook for Woocommerce for all those many people for whom F4W hasn't worked. If / when I know I'll give a shout. Meanwhile, here's a link to the thread running on Wordpress.org for those who would like info to date: (https://wordpress.org/support/topic/some-general-advice-please/#post-11926060)

Thanks for the update, hopefully somebody gets back in touch with you soon that provides a solution. Don't see the point in having a plugin that doesn't work and not providing any support for it. I do find it interesting that there are a lot of Youtube videos out there where people have done this and it's worked perfectly first time but the one thing I've noticed is that they have all previously created the shop on woocommerce and then linked it to facebook and then video only shows the process, not the actual making steps so i guess for all we know there could be loads more steps that what is being shown which again seems rather pointless.

Thank you for keeping people updated!

ghost commented 5 years ago

Hi All. I have found out a work around using an alternative plugin. If you download a WP Plugin called ' WP Product Feed Manager' and add the product feed from your business.facebook.com then reupload your products via business.facebook.com mine has worked first time. Pixel Caffeine was able to connect up but there was countless issues with my products, WP Product Feed Manager not only highlighted the products gave me the option to fix them, once I fixed them they uploaded to my FB shop instantly.

hope this helps.

OddlyActive commented 5 years ago

Hi - Thanks for reply. I don't know if suggestion is useful for others but for me the product limit of fifty in the free version isn't enough. Tried to click through to see how much pro version cost but get 'site can't be reached' error. If I knew cost was reasonable I'd prob try free version to see if it worked and then go pro if it did, but not going to set it all up and then find that cost is prohibitive.

Thanks for info though and glad you found a solution that works for you :D

lgfogle commented 4 years ago

Hey there! 👋

Lindsey here, from the SkyVerge product team! We recently took over development and support for the Facebook for WooCommerce extension.

In our recent 1.10 releases, we've fixed many issues impacting the store connection, pixel tracking, and product sync. Could you please update to the latest version of Facebook for WooCommerce and see if that resolves this issue?

If not, could you please contact our support team or open a new issue here? We'd be happy to help troubleshoot further with you.

Thank you!

lgfogle commented 4 years ago

Hey there! 👋

Lindsey here, from the SkyVerge product team! We recently took over development and support for the Facebook for WooCommerce extension.

In our recent 1.10 releases, we've fixed many issues impacting the store connection, pixel tracking, and product sync. Could you please update to the latest version of Facebook for WooCommerce and see if that resolves this issue?

If not, could you please contact our support team or open a new issue here? We'd be happy to help troubleshoot further with you.

Thank you!

OddlyActive commented 4 years ago

Hi Lindsey -

Thanks for responding. Yes, I have the new version of Facebook for Woocommerce and it seems quite different, but I still have the same issue. I can see my catalogue in the 'integrations' tab and it lists the right page and the right pixel, but I can still find no way of adding the catalogue to my (Facebook) shop. On the 'home' page of the facebook page I get the option to create a shop, but all this allows me to do is add product directly (which is not linked back to my website / woo commerce), not to associate the existing catalogue with the newly created shop.

If I go to catalogue manager in Facebook I have 3 'use cases' (see image)

Capture

I believe there should be another one to assign catalogue to a page/shop, but I've never had that option.

If I go to business manager under the business settings for that facebook page account there is a note that 'a request for access is pending' and that I'll be advised if it is accepted. This has been 'pending' for around a year now, but there is no indication of who the request is sent to (I've never received one and neither has my business partner)...

Somewhere along the line there seems to be a confusion between the 'page', the 'catalogue' and the 'business manager' accounts but it is impossible to identify how to untangle this and facebook help notoriously never responds. The problem has been compounded because many attempts to resolve the connection issue have involved deleting and reinstalling Facebook for Woocommerce plug in (the only 'fix' offered by previous plugin version support team) which has generated multiple business manager accounts and 3 different 'catalogues', generated by each attempt to open a new shop on the page and link it to the catalogue. If it is possible to delete EVERYTHING commerce related from the business page - pixel, business manager account, catalogue and catalogue manager account etc and start again from scratch that seems the best option, but I've not yet found any way of doing that. Any suggestions greatly appreciated, but I will need these in the form of a walkthrough as Facebook is a nightmare to navigate at the best of times and they don't take prisoners or offer second chances!

To reiterate: All I want to do is show the items I sell on my website in our Facebook shop, with the facebook shop linking back to the website for people to purchase. Once I've got that I can start thinking about Facebook ads, Instagram shopping, etc, but at the moment that's not even an option!

Thanks, and fingers crossed. :D