Facebook - Description Not Synchronising

[doc_choc]

Our Square Online Library and FB product catalogues used to synchronise fine until recently. We noted that FB required a 2 step verification which we have added. We when checked the Channel Listing Settings in the Square Online Dashboard we noted many of our products had a status of disabled, the reason give was they have no description. When we click edit description on in the channel listing the description field is empty, however on the product library we have full descriptions on all our products.

Can anybody advise how to nudge the population of the description from the Item library so it shows in the channel listings?

Thank you

[Breffni]

Hi @doc_choc, thanks for posting 👋 

Sorry to hear you're running into some issues here. 

It's strange that some items' descriptions are pulling through the descriptions but not others since you made a 2-factor authentication change. 

I had a look and found some troubleshooting steps on Facebook's end here, it might be the best place to start with this, I haven't heard of anyone having a similar experience. 

Let me know how it goes. 

[doc_choc]

I’m a little confused here. Now the item on the website has a description, but the item in the item library no longer shows the item description and the item in the channel listing doesn’t have a description. See below, item listing on the website, item library, channel listing, channel listing description. How can this be it’s a mystery!🤔

[doc_choc]

In fact the item descriptions are showing on the website, but they have all vanished from the descriptions on the products in the product library. Hope they are not going to refresh and vanish over night!

[Breffni]

Hmm @doc_choc, thank you for the details! 

I'm going to flag it to the Square Online team to see if this is a known issue. 

[doc_choc]

Hi @Breffni 

We are still encountering this problem, could you let me know if there are any suggestions we can try. When we manually cut an paste the description over and save the product

I note under the custom sync setting there is a sync items description (see image below). Would this have any influence with description sync to the FB catalogue or is this just between the Square online and POS item library? Nervous about pressing as it says it can't be undone once selected! 

Thank you 🙂

[k_atie]

Hey @doc_choc, just gonna step in for Breffni here. Seems like the escalation that was originally made got no resolution. I will escalate again for you. Hopefully, we'll hear back from them soon. 

In the meantime, I'd advise you not to change any of your settings for now, just in case they do have an effect on your item descriptions.  

I'll get back to you as soon as I have more information!

[doc_choc]

Whoops...too late! 😬

[k_atie]

Hey @doc_choc, the team just got back to me with an update for you. 

When the team had a look at the back end, they noticed that there was no description for the item (taking the Lamb Easter Bunny as an example) in the Dashboard, but there was a description for the same item in the Square Online Dashboard. Looks like you also activated tyhe description sync feture sometime yesterday ans selected Square Online as your primary source of infomation. 

We can now see that the description from Square Online has now successfully relayed to the dashboard, and has also synchronised to the Meta eCommerce integration, and should be vailable on your Facebook account shortly. Can you check on your side and confirm that the descitpions have successfully synced? If not, I'll flag it to our team again. 

[doc_choc]

Hi @k_atie @Breffni 

Thanks for getting back on this.

Yes I kind of wrapped my head around the problem a couple of days back. As the Facebook integration was set up via Square Online I assumed, wrongly, that the information for the Facebook catalogue would have been pulled from the Square Online catalogue. It is in fact pulled from the Square item library found in the dashboard. So we flicked the description switch on the Online catalogue in the setting section, sending all the descriptions from the online catalogue to the Dashboard item catalogue (nervous doing this as there is a warning that pops up saying once done there is no going back!) Any way this seems to have done the trick. Not sure how some of the items were on the FB catalogue already (maybe when the integration was first activated??), whether there has been some recent change on Square requiring this description sync to be activated, but hey not a problem we got there.

We have some FB catalogue tidying issues as some of the descriptions have come over with so formatting FB doesn't like, but these are minor and easily fixed.

Problem solved! Thanks guys for looking in to and the support 😀. Hopefully the above will help other users having a similar problems! 

[doc_choc]

Thank you for the link I will take a look.

I think the problem resides with Square. When I open the item in the product library it has a description and the description shows on the website, however when I look at the channel listing section in Square it’s showing the items as disabled, the reason given is no description, when you press the link on this page it takes you to the item and it’s doesn’t show a description. These pages are all in Square not Instagram or Facebook. It looks like for some reason the items description is not filtering through to the Square Channel listing. Without the description it will not sync with FB.