Square not synchronising with Facebook shop

[DawnW]

I've had my facebook shop running via my Square Catalogue for some time and it was syncronisian fine but I've just noticed that my facebook shop has not been syncronising most of this year ... I hadn't really checked until now but it's way out of date. I've tried reconnecting it via square ... there are no error messages either on Square or Facebook and I just can't get it to sync? Help very much appreciated.

[Breffni]

Hi @DawnW, thanks for your post! 

Sorry to hear there's an issue with your integration. 

I would say the best course of action here is just to first check that everything within your Square account is syncing correctly first of all. 

Square Online item sync refers to the item and location information that syncs between your Square account and Square Online. This sync continuously works in the background.

When you can, please make a small edit, such as adjusting the title of an item in your Item Library and double-check that that edit syncs over to the title of the items in your Square Online Overview. 

If you notice the sync doesn't work, you can reissue the sync from your Square Online Overview page in Items > Item Sync or Shared Settings > Item Sync.

Then test the sync again and see if you notice any changes with your Facebook page. 

If your Square Online sync is working ok, then you'll need to take a look on the Facebook side. 

I'll leave some of their troubleshooting steps here. 

Let me know how these steps go for you. 

[DawnW]

Hi Alegra, thanks for your reply. I've checked that my Square sync is working, I've had no issues with that to date. Everything was syncing normally with facebook originally too. I've looked at facebook troubleshooting and I can't find anything about not syncing? I'm not quite sure where to go next ... I'll try and contact facebook help not that I hold up much hope there.

Thanks for your help, I'll do some facebook digging.

[DawnW]

Hi,

I've had a response from facebook. They say "To ensure your catalogue is always up to date with any changes you make, you will need to create a *scheduled feed upload *using the feed URL you can get from Square. This will guarantee you do not have to concern yourself with uploading a new file every time you make a change." Next question is ... where do I find the 'Feed URL for Square'? I have a feeling I've read another thread which said Square don't have one?

Any thoughts please?

[Breffni]

Thanks for letting me know @DawnW. 

I had a look around also and this isn't something we seem to provide and I'm not familiar with it. 

The threads I have seen on the topic are a bit older, so I'm going to reach out to our Square Online team for confirmation. Hopefully, I'll have an update for you by tomorrow. 

[DawnW]

Thanks, I can give you a copy of the complete facebook response if it helps?

[Breffni]

No worries, @DawnW - in terms of the sync not working, is it a matter of items that are out of stock showing available/items in stock showing out of stock on the Facebook shop? Or are the inventory amounts in your Facebook catalogue different than what is listed on Square? 

And to confirm from your first message, have you attempted to disconnect and reconnect the two already?

Just need a little more information, thanks! 

[DawnW]

Hi,

The stock levels are not up to date, new products are not showing, edits to existing items are not showing e.g. new photos, items hidden/unavailable are showing, to be honest it looks just like it was December 21?

I've looked at that many settings sections on Square and Facebook I'm losing track. I'm not sure how I got to the section on Square but it did seem to take you through the connecting with facebook stage again (originally there was some note saying some problem with facebook connection ... which went after this stage .... facebook wasn't showing any error messages just 'active')

My next plan was to delete my facebook shop, disconnect etc but was worried I'd end up opening a whole new set of problems setting it back up again. I'm now also concerned after facebooks response, will I just have the same problem with the new shop not syncing?

Thanks for you support it's much appreciated.

[Breffni]

Happy to help, it's definitely not an ideal situation so it would be great to provide some insights. 

I'm just going back and forth with the Square Online team at the moment about the best course of action so I'll let you know what they come back to me with later! 

[DawnW]

Thanks again 🙂 

[Breffni]

Thanks for your patience and apologies for the delayed response @DawnW. 

The Square Online team have confirmed that since we don't provide feed files, you would need to either reach out to Facebook again directly or disconnect/reconnect the integration. 

I understand your concern that this issue may arise again, so it may be worth taking this up with Facebook again, unfortunately. 

At the moment, I don't think there is much more we can do on our end since your Square sync is working ok, sorry about that. 

Please let me know if you do have any updates! 

[DawnW]

Thank you for your efforts. I have a feeling this will be one of those issues that just keeps bouncing back and forth. I’ll try disconnecting/connecting but I’m pretty sure it won’t sync. Might just end up scrapping the Facebook shop. I’ll try Facebook again but I haven’t got much confidence in them.

Thanks again for your time it’s much appreciated. If I do get it sorted I’ll let you know.