Support » Plugin: Facebook for WooCommerce » Products being duplicated

  • Resolved shanedel90

    (@shanedel90)


    I keep getting duplicate products being synced from my woocommerce store.

    I have tried deleting the products and re-syncing but it wont fix the issue.

    I also went through and deleted all the duplicate(usually incomplete) products but they are synced back the next time facebook requests a catalog update.

    Here is the dubug log after deleting the product on facebook and then updating on woocommerce
    (link removed by moderator)

    Here is what is happeing in catalog manager
    https://prnt.sc/10x8fza

    Here is some of the other products, all are missing different elements be it images, prices, variations etc.
    https://prnt.sc/10x8ho3

    I cant see any simalarities between these products that cause them to sync incorrectly.

    • This topic was modified 1 month, 2 weeks ago by Yui. Reason: unnecessary possibly sensitive data cleared
Viewing 11 replies - 1 through 11 (of 11 total)
  • @shanedel90

    I am experiencing the exact same issue with a client’s store. (I also have another business contact who is experiencing the same issue)

    Everything was working fine for my client’s site until “I think” the plugin updated to use the 9.0 API and that’s when things started to go wrong, exactly like your issues.

    We have tried:

    • Resetting Product Metadata
    • Deleting Product Metadata

    None of the above worked. We then took it a step further, performed the above whilst the store was disconnected and then reconnected everything again, still no luck.

    So finally, we uninstalled the plugin, wiped any trace of it from the database, reinstalled and reconnected it. Everything worked perfectly for 24 hours and then all our issues the same as yours re-occurred:

    • Duplicated products with Zero price
    • Duplicated products with incorrect price (VAT missing)

    Just to further clarify and help plugin support…we have followed all troubleshooting steps, removed the plugin completely and tried again but the issues reoccur and everything was fine until the plugin starting using v9.0 of the API.

    Multiple others are reporting this issue in the support forums as well.

    I have a Facebook Ads partner who has reached out to Facebook and they are equally clueless. They recommended removing products via the Catalog at Facebook’s side but as you note @shanedel90 the incorrect, duplicated products simply reappear again.

    Kind regards,

    Simon

    • This reply was modified 1 month, 2 weeks ago by harpo1984. Reason: added link to similar forum threads
    Plugin Support Aashik P. a11n

    (@aashik)

    Hello @harpo1984

    Please create a new forum topic with logs from your store and System Status Report so that we can investigate it there.

    @shanedel90 I’m forwarding the details you’ve shared over to my team so that we can further investigate what’s causing this issue, or get back here and request more details if needed.

    @aashik

    I can create a separate topic, although, I thought it would be more efficient to join this topic as it is exactly the same issue.

    I can share a System Status Report without any issue but I cannot log for the Facebook plugin publicly as that reveals Customer IP addresses and other information which would not comply with GDPR sharing that data publicly.

    Please, provide me with a method to share the information you require privately.

    Kind regards,

    Simon

    Plugin Support Aashik P. a11n

    (@aashik)

    @harpo1984 Thank you for flagging that.

    @shanedel90 Please redact any private details, including IP address, address, name, email address, transaction details, API Keys, Passwords, etc from the snippi link you’ve shared above.

    @shanedel90

    WooCommerce will also handle support for this plugin, so if you have a WooCommerce account you can contact them and post any private information there without having to redact.

    Although, you should remove or redact all your current snippi links from this thread.

    Plugin Support Sol J. a11n

    (@solstudioim)

    Hi @shanedel90

    In order for us to investigate further, could you confirm how many catalogs you have?

    The sample duplicated product is interesting: https://prnt.sc/10x8fza

    One product with Content ID: wc_post_id_7202 and the other with PPVOGUE/13_9157

    If you have more than 1 catalog, please keep only the one that’s connected to Facebook for WooCommerce, and remove the rest.

    You can find which catalog ID is connected here WP-Admin > Marketing > Facebook, here is the example screenshot indicated with arrow: https://d.pr/i/xhma19

    Hi @harpo1984

    In regards to your question:

    Please, provide me with a method to share the information you require privately.

    You can create an account on WooCommerce.com, using your WordPress.com account, then login and create a ticket to share your here: https://woocommerce.com/my-account/create-a-ticket/

    @solstudioim

    Yes, I advised @shanedel90 that a WooCommerce account could be created for sharing private data if they did not already have one. Thank you for reiterating this.

    That is where I have taken the discussion myself.

    Thread Starter shanedel90

    (@shanedel90)

    @shanedel90 Please redact any private details, including IP address, address, name, email address, transaction details, API Keys, Passwords, etc from the snippi link you’ve shared above.

    How can I do this? I cant see a way to edit this or remove the links from this post

    Moderator Yui

    (@fierevere)

    ゆい

    @shanedel90
    I have removed link to log dump, but the content of this dump is hosted by 3rd party service, we have no possibility to remove it.
    To remove content from 3rd party service – you have to contact their support directly.

    Thread Starter shanedel90

    (@shanedel90)

    @yui
    Thank you I will try reach out to them.
    I have moved this discussion over to woocommerce support.

    Plugin Support Sol J. a11n

    (@solstudioim)

    Thanks @shanedel90 @harpo1984

    We’ve received your message on a ticket.

    We’re progressing from there.

    Closing this thread

Viewing 11 replies - 1 through 11 (of 11 total)
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