Sales Channels - Facebook - This is ticking me off!

[RobbieB]

Hello everyone…wondering if you can help.

I do massive amounts of online listings, but recently I have been getting emails from Square saying ‘Product listings were disapproved by Meta for Business’, so essentially I have to fix a problem before they will appear on my Facebook Page and I can tag the products. So I go into Square -> Items -> Channel Listings and yes all the listings I have just done are disabled, so I click on it to find out what the issue is, and it says I am missing a description. Well there IS a description on my listings, (third photo) so I have to copy and past the description into the disabled item on the sales channel and it fixes the problem. 

Quite frankly, I cannot not fix it, but the again I don’t have time to do listings WITH a description only to have to redo it again through the sales channel ‘to fix’ a problem that shouldn’t be a problem. 

I hope that someone can shed some light on this issue.

kind regards Robyn.

[Laurie_]

Hi @RobbieB,

Thanks for reaching out to us here and sorry to hear you're running into these issues!

Unfortunately, we're not able to troubleshoot the Facebook integration via the Seller Community platform. I'm hoping other Sellers who have experience with this integration are able to jump in here to offer further advice.

In the meantime, I can suggest reaching out to the Meta Business Help Centre for additional support here.

[RobbieB]

Thanks Laurie, since I have to fix the problem via the Square platform, I would assume it would be Square that would know what the problem is! 

[TaniaS75]

Hi Robyn

I'm having this same problem.  Did you ever get a solution?? I'm struggling to even work out what the problem is.  It's so frustrating.

Regards
Tania

[RobbieB]

No sorry Tania, I haven’t unfortunately. Facebook is not picking up the description for some reason, which leads me to believe that Square doesn’t have the info set up in the correct way i.e. the way that Facebook requires the data. But as you see, Square says its a Facebook issue. I think instead of me trying to contact Facebook, they would make a few calls to see what the issue is with the data as I am sure its affecting more people than just us,  buts thats just my opinion. 

[Laurie_]

Hey @RobbieB and @TaniaS75,

Thank you both for taking the time to touch base again to share your honest feedback with us. 

Firstly, I can absolutely appreciate that this is a frustrating experience for you both. The expectation would be that the data would sync from the Square Online platform through to Facebook Shops, following the setup steps. When this doesn't happen it is understandably a disappointment.

To clear a few things up from my side, when it comes to integrations with Square, my team here on the Seller Community is equipped to assist in the initial setup process of these integrations only. In terms of platform-specific troubleshooting, we always recommend reaching out to the platform's support team as the first port of call. The troubleshooting steps we have linked to our Support Article have been taken from the Meta Business Help Centre directly. For this reason, we have recommended touching base with their team as they are familiar with the Meta platform and will be able to offer in-depth support in response to the issues you're seeing.

If for whatever reason Meta's team is unable to resolve the issue or confirm that the problem could be originating from Square's end, we ask that you obtain a customer/support reference number and reach back out to our Support Team immediately so they can escalate this to the appropriate team.

A few things to note from reviewing the troubleshooting steps (above), would be to check that the item description isn't too familiar to the item title itself (E.g. repeating the item title in the description), as well as ensuring you haven't included any links in the description itself. Additionally, @RobbieB, are you able to try and reshare your photo showing this issue occurring? I don't think it was correctly sent as part of your original message.

Just so you're both aware - I'll be out of the office for the following two days so in the meantime, I've ensured you'll both have access to phone support if you'd like to touch base with a Square Online specialist to discuss the issue. Keep in mind, they may point you to Meta first, so if you have reached out already that will certainly help the process!

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time).