Sync disabled, but it worked the same

Hi @griotta,

Thanks for reaching out. Happy to help you with this!

I’m afraid I’m not quite clear about what happened here. Would you please tell me a little bit more about what you are expecting to see and what you’re seeing instead?

Are there products in your WooCommerce store that are missing from Facebook? Or are there products that should not be on Facebook that are showing there?

Looking forward to hearing more and helping get this straightened out!

Thanks,
Marcus

Hi @marcusskyverge,

I’ll try again.

I did the last Facebook for WooCommerce major update.

Before the update, I managed the products catalog with CSV file and manual updates. A minute after this update, I turned off the auto-sync that I showed in a screenshot.

Despite to this – as you can see in one of my previous screenshot – some products were been synchronized with Facebook.

Is it clear now?

How can I disable at all this feature? I want to continue to use a CSV with manual updates for the products catalog.

Thanks.

Hi @griotta,

Thank you for sharing these details and letting me know. I’m sorry that this occurred!

Unless the “Product Sync” option was already enabled, it should not have been enabled by default. If this was the case, please let me know so I can share this with our product team.

Once the products have been synced, they will need to be manually removed from Facebook when disabling the sync. You’ll only need to do this once as long as you leave this feature disabled.

I’m interested in how you are keeping these updated, however. Would you please tell me a little bit more about how you are creating the CSV for your product catalog?

Thanks,
Marcus

I’m sure at 70% that the option was on by default.

So if I understood well, to remove the record “show and sync” from products on WooCommerce will I need to make a change on Facebook? Are you really sure? How can an edit on Facebook modify a record introduced on the database on WordPress?

Thanks a lot.

Hey @griotta,

Thank you for following up here. You are absolutely correct that a change in your Facebook catalog will not change your WooCommerce store.

Let me know if I’m missing something, but it sounded like some products had synced to your Facebook catalog that you did not want synced. In this case, you’ll need to disable the syncing in your WooCommerce store and remove the already-synced products from your Facebook catalog.

Does that provide any clarity for what needs to happen? If I’m misunderstanding, please let me know!

Thanks,
Marcus

Hello Marcus,

as I told you previously, Facebook for WooCommerce chosen by itself to syncronize some products randomly without any my instructions.

The relative option is OFF: https://www.dropbox.com/s/uzuayymmed92cr6/Schermata%202020-10-27%20alle%2018.03.59.jpg

If it is OFF, why it synchronize some products? This is the question. I ask you to tell to developers to fix that issue, please.

Hi @griotta,

Thank you for letting me know. It sounds like some products are still syncing to your catalog.

I’d like to do a couple of things here that should help us get to the bottom of this:

1. Enable logging in your WooCommerce > Facebook settings page (if it isn’t already)
2. Remove the products from your Facebook catalog directly

With these two things, we should be able to see if the products re-appear and the logs will tell us what activity happened to make them show up.

Would you please take a look at those two things and let me know what you find out?

Thanks,
Marcus

Dear @marcusskyverge,

I appreciate your help, but I do not think that it will works. If a record is present on our database and it says to Facebook to synchronize the product with Facebook, it will do it!

If I remove the product from the catalog from Facebook, WooCommerce will try again to re-synchronize the product. Because inside the database is present a record that tells to WooCommerce to do in this way. It’s logical!

What I want is that Facebook for WooCommerce understands that if I set to do not synchronize products… it should not do it ??

Hi @griotta,

Thank you for your reply. I understand that it can be frustrating to have them sync when you don’t want them to.

I’d like to be sure that this is happening. That is the reason for the logging. Would you please give that a try and share the most recent logs so I can see if this is the case? The easiest way to share them is with something like Snippi.

Thanks,
Marcus

Hello @marcusskyverge,

let me share my thoughts again.

The problem is that many products have this setup: https://www.dropbox.com/s/bzx2ppttr8iberx/Schermata%202020-11-05%20alle%2017.45.47.jpg

As I explained we didn’t set them. We found them in this way after the update.

Now there is a totally mess in our catalog, because as you can see in the next screenshot we have a lot of products that we didn’t want there: https://www.dropbox.com/s/z1xziwemlhxca04/Schermata%202020-11-05%20alle%2017.44.17.jpg

On the first single row you can see a product added to the catalog previously and manually by us (CSV file).

After that you can see a product with 4 variations. It is the product synchronized with Facebook for WooCommerce. The funny thing is that it wasn’t accepted by Facebook because it seems to violate the normative. If I try to understand which is the problem the product details on the sheet are the same of the first product imported by us. LOL? ??

Many many problems for nothing. As I wrote are synchronizing options are off: https://www.dropbox.com/s/mqacwkhi6awkzbs/Schermata%202020-11-05%20alle%2017.52.49.jpg

So I expect something very different from this. What we’d like to do right now it’s to remove these products by Facebook for WooCommerce and de-synchronize them.

Is it possible? How? Could you please send us the instruction to do this?

Thanks.

I forgot to add that due we’re using WPML to translate the products, now we have all these product repeated 2 times. One time in the default language, another time with the second language. It’s a mess!

Hi @griotta,

Thank you for sharing these additional details and screenshots. Since the products have already been synced to the catalog, I might recommend doing the following to try to remove them:

1. Enable product sync from the WooCommerce > Facebook > Product Sync page
2. Bulk set any of the products you want removed to “Exclude from Facebook sync” from the WooCommerce > Products listing page – screenshot
3. Force a sync of all product data from the WooCommerce > Facebook > Product sync settings page – screenshot
4. Once they are removed, switch “Product sync” back off

Would you please give that a try and see if that clears these out? You may need to force the product sync a couple of times to get them all.

Thanks,
Marcus

Hey @griotta,

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,
Marcus

Hello @marcusskyverge,

we planned to do a test during next week. We’ll update this post asap.

Thanks!

Hi @griotta,

Thank you for the update. I look forward to hearing more about your findings ??

Thanks,
Marcus