Support » Plugin: Facebook for WooCommerce » Products not removing from FB Catalog

  • Resolved alemao2k6

    (@alemao2k6)


    When I remove products from a category that is assigned to a facebook catalog group, it does not remove the product from the group on Facebook.

    This is a huge problem, because I use the catalog for ads and when I remove a product from that category (thus, FB group), it should not appear on my ads anymore.

    Do you know this issue? Rarely your plugin removes the products from the FB group, when I remove them from my category. When I delete and reconfigure the integration between the category and the FB group, it works, but a few days later it starts again.

    What is the correct procedure to add and remove products from a category, and have this sync with a facebook group correctly? Especially when removing items from the category, this plugin seems to not work correctly at all!

    Thank you

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support Brad P. a11n

    (@snaacks)

    Hi @alemao2k6,

    Sorry to see you’re encountering some sync issues with products in Facebook for WooCommerce.

    When I remove products from a category that is assigned to a facebook catalog group, it does not remove the product from the group on Facebook

    Can you first please head over to your dashboard and check that “Exclude categories from sync” has no entries added under Marketing > Facebook > Product Sync?

    If you confirm this is not enabled we should try to replicate the issue and generate a log. Staying on the same page where we asked you to check the settings above you will see an option to trigger a manual sync.

    Go ahead, remove a product to test, run the manual sync and then check for available logs. To do this, head over to WooCommerce > Status > Logs, hit the drop down menu at the top right, check for the Facebook sync log and share it here with us.

    Once we’ve had a look we’ll be happy to assist further, thanks!

    Thread Starter alemao2k6

    (@alemao2k6)

    Thank you very much. I have over 3k products in the shop, so I try to avoid the manual sync when I can.

    Would it be useful if I send you a log that is already here, from a few hours ago where this problem happened?

    Thread Starter alemao2k6

    (@alemao2k6)

    I didn’t have the logs enabled, so the latest log is from some weeks ago when I had it logging. I will do what you suggested.

    Is it helpful if I enable logs on the plugin settings, and then simply remove 3 products from the category that is assigned to the FB group, wait for 24h and send you that log? Or do you really need that I manually sync the whole shop?

    Plugin Support Brad P. a11n

    (@snaacks)

    Hi @alemao2k6

    Is it helpful if I enable logs on the plugin settings, and then simply remove 3 products from the category that is assigned to the FB group, wait for 24h and send you that log? Or do you really need that I manually sync the whole shop?

    Whichever way you prefer to approach it is totally fine, I only suggest the manual sync because it allows us to trigger it on the spot, if you’re okay waiting for it to happen and confirming the issue occurs that will work just fine.

    Plugin Support Stuart Duff – a11n

    (@stuartduff)

    Automattic Happiness Engineer

    Hey @alemao2k6,

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can reopen it again if you need be.

    Thread Starter alemao2k6

    (@alemao2k6)

    Hi, I got the logs. But there is a lot of information, including visitor IP’s, etc….

    Is there a more private way of sharing these logs from yesterday and today?

    BTW, the problem is happening. I removed 2 or more products form the category that is assigned with the Facebook Group, but on Facebook the products still remain in the group. When I add new products, they enter the group, but when I remove they don’t come out of the group…..

    Thank you,

    Eduardo

    Plugin Support B C. a11n

    (@battouly)

    Hi @alemao2k6,

    Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Thread Starter alemao2k6

    (@alemao2k6)

    Thanks, I will do that.

Viewing 8 replies - 1 through 8 (of 8 total)
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