We’re getting the same on normal orders:
Can’t Refund – Remote ID for Parent Order Not Found
Hi @vipelabs,
Thanks for getting in touch about our Facebook for WooCommerce plugin. I’m sorry to hear that refunds are throwing this error. I’m happy to help out here 🙂 or help gather the necessary information to contact Facebook directly.
Could you give me more detail on the refund process? Is a product that’s synced to Facebook?
Is this happening when you refund an order via WooCommerce > Orders?
Could you also let me know what payment processor you’re refunding this order through?
This extra information could help us narrow things down and better assist you, so I appreciate it!
Thanks!
Christine
Hi @dribgib,
Thanks for reaching out about the plugin. I’m sorry to hear that you are experiencing an issue as well!
Per the forum guidelines, would you please start your own topic?
As we quite often see issues that look similar in nature but have very different underlying causes. A topic per user helps us focus on your specific issue to get to the root cause for you quicker!
Thanks!
Christine
Hi @christineskyverge ,
Thanks for getting back!
The issue occurs when attempting to refund a stripe order via WooCommerce > Orders. The product is indeed synced with Facebook, however, we are processing checkouts on our website instead of in-App.
It appears update 2.1.0 introduces the Facebook Orders API to handle syncing back remote orders to WC, however, as mentioned we’re not using Facebook’s checkout feature but instead directing users to the product page on WC.
Kind regards,
Vivek
same issue too – I see there is a Facebook plugin update but it doesn’t say it fixes this.
Hi @vipelabs @dribgib @nkspappas @geekfairyjo !
Thanks so much for the details here and for bringing this to our attention! I’m really sorry for any frustration or inconvenience this has caused.
We were able to replicate the issue in our test environments and this seems to be affecting versions 2.1.0 – 2.1.2. I’ve brought this to the attention of our engineers.
It appears that the refunds or voids are successful despite the alert.
Could you please confirm if the refunds are still successful once you dismiss the error alert? This information would be super helpful for us to confirm the behavior and to also advise other merchants while we fix this!
Thanks!
Christine
Hi @christineskyverge,
Could you please confirm if the refunds are still successful once you dismiss the error alert?
Yes, refunds go through. I have created a separate topic about this issue with screenshots.
Hey @christineskyverge ,
The refund does go through however, the line items and order totals don’t get updated.
Please see this link: https://imgur.com/a/Ov1fUra
The first image is what should happen, the second is what is happening after 2.1.0.
We’ve rolled back our version to 2.0.5 for now.
Thanks!
Do we have an ETA for the fix?
Also, is there a way of disabling this “feature” and stop sending order data to FB?
@subscriptiongroup exactly, they need to add a toggle to disable this feature.
Also this is not about sending order data To FB, that’s necessary and I believe is done to send conversion data back to FB via the pixel.
The issue here is about sending orders from FB to WC. FB has an Orders API allowing you to sell directly on FB without redirection. These orders need to be synced back to WC for processing. Unfortunately this was yet another disappointing release by the SkyVerge team. I’ve had one too many mishaps with this plugin and will now be putting extra scrutiny on testing updates before release.
@christineskyverge there should be a toggle to completely disable the update that was made in 2.1.0, precisely all the updates made in attempt to bring the Orders API functionality.
@ashucg @vipelabs Thanks so much for confirming and sharing all your feedback. It’s safe to say now that refunds are still successful across the board despite the confusing error alert. We’ll be sure to let merchants who are running into this issue aware of that.
@vipelabs I’m really sorry for the disappointment here. We have high standards here, and I’m afraid we missed the mark for this plugin too many times. Please know that we take everyone’s feedback seriously and the information you share is really helpful.
@subscriptiongroup Our engineers are working on this and we don’t have an ETA yet. There’s also not currently a toggle to disable this feature though I’ll be sure to keep everyone updated as soon as we learn more.
In the meantime, please either be super aware that your refunds are still processing or roll back to 2.0.5.
Again, I’m sorry about this and we’ll provide updates as soon as possible!
Thanks, everyone!
Christine
Hi everyone,
An update of the plugin was deployed with a fix to prevent the error triggered when refunding payments.
Please see the changelog here: https://wordpress.org/plugins/facebook-for-woocommerce/#developers
Could you all please update your plugins and let me know if this resolves the issue for you?
Thanks!
Christine
This glitch caused the refund I was sending to send 3 times.. this was after my plugin was updated this morning.. I updated the plugin again and it seems to be working fine now. although in now in the hole for the glitch that caused this refund to send more than once.
@staceycampbell I’m so truly sorry for the disruption that this caused :/ The update included a fix to this issue and this should be happening anymore.
If you run into anything else, please let us know!
Thanks!
Christine
