Facebook shop shows brand logo instead of product images

Resolved 1ssymum
(@1ssymum)

2 years, 2 months ago

Hello,
I have spent months trying to get my Facebook shop set up and had lots of contact with the FB support team trying to get this problem sorted.

All the products in my facebook catalogue are not linking properly with my website https://www.boywonderland.com and are updating when I make changes but the product images are being replaced with my brand logo.

The FB support team concluded that this was because “the micro data used for the products which controls what information is updated. It seems their micro-data contains the image link for their logo image.The (FB) pixel does not automatically scan and take the image for the product on your website. Instead it scans the microdata tags added to the website for your products and uploads the information in this microdata to the catalog”

I am using woocommerce 6.2.0.
I am an expert in wordpress/woo so need some help in working out what to do!

The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)

Plugin Support darcie – a11n
(@darciemg)

2 years, 2 months ago

Hi @1ssymum!

Only seeing your site logo on products would be frustrating, I understand! This is an issue not just in the pixel micro-data, but your Open Graph data as well via your SEO tag plugin. The open graph image for sharing in every product I’ve checked is the site logo, not the product image.

That means that your site is saying that the right image for the product is the logo, and the catalog/pixel is just passing along that information.

Where that is being set is a little trickier to track down. Do you have the product images set up for each item?

Link to image: https://d.pr/i/daZxeH

Thread Starter 1ssymum
(@1ssymum)

2 years, 1 month ago

Hi,

Sorry for the late reply, had a lot on!
I have product images set up for each item with the products area of woocommerce, that’s how they show up in my web shop.
Should they be set up somewhere else as well?
I have had a look at the configuration settings for the Facebook For Woo plugin and there doesn’t seem to be any where on there to add them.
I tried a while back setting them manually within my Facebook shop but they kept getting replaced with the logo image. This was before FB got the pixel working properly to pick all the items in the catalogue.

I don’t know if that helps?
Thanks, Ismay

Nagdy
(@nagdy)

2 years, 1 month ago

Hi @1ssymum,

Thanks for the additional information!

I have tried to debug the open graph data again (you can check that here) and I was able to see that the products started to show the product images as shown in this screenshot: https://d.pr/i/ePTrDN

I think that you have updated a plugin or something that and the correct data started to go to Facebook?

Could you please re-sync the products and see if the issue is resolved?

Thread Starter 1ssymum
(@1ssymum)

2 years, 1 month ago

I have had a look at the themes > customise section and cannot find anything in there to tackle og images.

Having googled how to replace open graph image various posts suggested changing it in the SEO plugin settings. I have changed it here to select the featured image instead. From what I have read this change may not show up for 24 hours until FB updates or whatever?

However the whole point of this seems to be for social media sharing from my site rather than to do with the shop/catalogue.

Looking at my FB shop right now, bizarrely there are two products showing the product images and not the logo: https://www.facebook.com/Boywonderblog/shop/?ref_code=mini_shop_page_card_cta&ref_surface=page

I don’t know why the others arent as I have been back into the product settings for each and they are all set up the same.

I do get this error message when I update the products: Facebook for WooCommerce error:
Unsupported post request. Object with ID ‘5740053982686752’ does not exist, cannot be loaded due to missing permissions, or does not support this operation. Please read the Graph API documentation at https://developers.facebook.com/docs/graph-api

Thread Starter 1ssymum
(@1ssymum)

2 years, 1 month ago

I have re-synced and it is just those two products that have the correct product image showing. Nothing else is showing up

Plugin Support B C. a11n
(@battouly)

2 years, 1 month ago

Hi @1ssymum,

I do get this error message when I update the products: Facebook for WooCommerce error:
Unsupported post request. Object with ID ‘5740053982686752’ does not exist, cannot be loaded due to missing permissions, or does not support this operation. Please read the Graph API documentation at https://developers.facebook.com/docs/graph-api

Is the Error code 524? This specific error seems to be coming from Cloudflare. Do you have Cloudflare active? In case you do, if you temporarily disable Cloudflare, does publishing a product work better then?

Please let us know the results!