Facebook Not syncing

Hi @snappyclick,

Thanks for reaching out. I’m sorry to hear that the plugin is giving you some trouble. Happy to help you with this!

Would you please tell me a little bit more about what you have set up already? Is your site successfully connected to your Facebook account? Have some products synced and are now not updating?

Looking forward to hearing a little bit more about your issue specifically ??

Thanks,
Marcus

Hi Marcus

We urgently need your help, please.

We have cars(products) syncing from (Woocommerce) to the Facebook Shop but want the cars(products) tagged with “Sold” or “new” to be excluded from syncing to Facebook.
Currently, it does not exclude the sold or new tagged cars (products) and our client is very very unhappy. We need to have this resolved urgently, please.

How and when can you assist?

Kind regards
Anri

Hi @snappyclick,

Thank you for your reply. It sounds like you may have synced all of the products before excluding the tagged ones you mentioned here – “sold” and “new”. Is that true?

When excluding a tag or category of products after already syncing them, they are not removed from your catalog automatically.

To test that this is working as expected, would you please delete one of the excluded products from your Facebook catalog and confirm that it does not reappear after saving it in your WooCommerce store?

Thanks,
Marcus

Hi Marcus,

1. This could be, I will test this. But we have new cars(products) we tagged with “new” that should not sync to Facebook Shop and they do. Both “sold” and “new” should not sync to Facebook.

2. Another issue we have is that some cars have an image with “New arrival” which client updates with a proper image when it is possible but the updated images doesn’t sync to Facebook. Please can you assist.

Shoud we delete the “new arrivals” on Facebook? Will the updated product with updated image sync again to Facebook? Or how can we ensure updated images will sync?

Kind regards
Anri

• This reply was modified 4 years ago by snappyclick.
• This reply was modified 4 years ago by snappyclick.

Hi @snappyclick,

Thank you for looking into this and providing these additional details. I’ll take each one of these individually ??

1. We have new cars(products) we tagged with “new” that should not sync to Facebook Shop and they do. Both “sold” and “new” should not sync to Facebook.
You are certainly correct that, as long as your product is tagged with the “new” tag before it is saved, that it should not sync to Facebook. In fact, it should change the status of the product to “Do not sync” in the Facebook settings for the product as well. Would you please confirm that the sync status is updated on the product?

2. Some cars have an image with “New arrival” which client updates with a proper image when it is possible but the updated images doesn’t sync to Facebook.
Should we delete the “new arrivals” on Facebook? Will the updated product with updated image sync again to Facebook? Or how can we ensure updated images will sync?
This is strange, as the image should sync when you save the product after updating the image. I’d like to see if this is an issue with the data that is being provided to Facebook or if this is something that Facebook is ignoring for some reason. We can do this with a little bit of logging.

In your Facebook settings (WooCommerce > Facebook), you should see a checkbox to enable logging. Would you please enable that, update an image for a product, and then share the logs here for me to see? You can find the logs at WooCommerce > Status > Logs and then choose the latest Facebook for WooCommerce one.

Would you please give that a try and let me know if that works for you? Can I also get you to please confirm the version of the plugin you are using?

Thanks,
Marcus

Hey @snappyclick,

It has been a while since we heard from you, so I’m going to mark this topic as resolved. If you’re still experiencing issues and haven’t already reached out to us directly, please take a look at our documentation for more information and create a new thread if you have further questions.

Thanks,
Marcus