Product Sync not Removing Old Product

Hi @ignitdtees,

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

Before we get to some troubleshooting here, would you please let me know which version of the plugin you are using? The latest is 2.0.1. Would you please confirm that you’ve updated to version 2?

Thanks,
Marcus

Yes, I have version 2.0.1 currently installed on my site.

Hi @ignitdtees,

Thank you for confirming this for me. To be sure that your catalog is only syncing the latest products, would you please check your catalog’s data sources in your Facebook catalog settings make sure that, if you have a data feed in addition to your WooCommerce Extension V2 source, the data feed’s replace schedule is disabled? This may be pulling in an obsolete feed.

Thanks,
Marcus

I deleted the old data source and re-synced the products. The unavailable items are still present. When looking at the handles on the Woocommerce extension v2 data source, it shows that none of the products were removed from the new sync.

Hi @ignitdtees,

Thank you for letting me know that this is still the case. I’d like to see if we can get at least one of these removed for you to start.

Would you please see if you are able to remove one of the products from your catalog directly? After doing so, can I please get you to confirm that it does not reappear after a couple of hours?

Thanks,
Marcus

Just tried to delete a few products. They all reappeared within 30 minutes of deletion.

Hi @ignitdtees,

Thank you for the update – that is truly strange! With the feed replacement schedule removed from your data sources and the products no longer existing in your WooCommerce store, there should be no reason for them to reappear.

If you don’t already have logging enabled in your Facebook plugin settings, would you please do that so we can see if the products are being re-synced from the site or if this is something on Facebook’s end that is causing this?

You should be able to find the logs at WooCommerce > Status > Logs and find the log from your transaction. If you could add them here using something like PasteBin, that would be great.

Thanks,
Marcus

I copied as much of the event as I could. Hope this helps. If not, please advise!

https://pastebin.com/2r66JhGx

Hi @ignitdtees,

Thank you for the logs. They are quite long and include both sync information and pixel tracking information, so it can be a bit tricky to comb through and find the needed information.

I’m afraid I’m not sure what I am looking for, however. Would you please let me know which products you removed from your Facebook catalog? Would you also please check that they are not in your WooCommerce store? I’ll want to see if they are showing up in this log to be added.

Thanks,
Marcus

They were multiple items labeled as “sun joke”. They definitely are not in our Woocommerce product catalog.

I attempted to comb thru the logs myself and use CTRL+F to find anything related to the word “sun” and everything came up empty. If there’s something being logged, it’s not showing up on Facebook for Woocommerce.

I just tried to delete them again and all but one of the 9 items reloaded in less than 2 minutes.

Hi @ignitdtees,

Thank you for checking on this. Unfortunately, if it’s not in the log, it’s not being added by our plugin.

Would you please confirm that you don’t have any other plugins adding products to Facebook or Facebook’s own pixel script that adds products as well? I might recommend re-checking the catalog’s data sources.

Thanks,
Marcus

Hey @ignitdtees ,

This is Pit, stepping in for Marcus.

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 please take a look at our documentation for more information and create a new thread if you have further questions.

Thanks,

Pit
SkyVerge