Processing orders from Checkout on Facebook and Instagram

When a customer buys something through Checkout on Facebook and Instagram, the order appears on the Orders page in Shopify. Additional information about orders placed on Facebook and Instagram are available on the order's details page. This information includes the Facebook order ID, the amount of the payment, and the customer details. Orders placed on Facebook and Instagram take 30 minutes to sync with Shopify.

Fulfill an order

You need to fulfill and manage Checkout on Facebook and Instagram orders from Shopify. According to Facebook’s shipping terms, you need to fulfill an order within 30 days of the order being placed on Facebook or Instagram. You also need to provide tracking and delivery confirmation for each order.

Don't use Facebook Commerce Manager to mark an order as shipped, issue refunds, or cancel orders, or you'll receive errors for the related order on Shopify. You can issue full or partial refunds for orders from your Shopify admin. You need to process returns and issue a refund within 2 days of receiving the returned products.

Learn more about Commerce Manager selling fees from Facebook Business Help Center.

Issue a refund

  1. From your Shopify admin, go to Orders.

  2. Click the order that you want to refund.

  3. Click Return items. If the order is archived, then you're prompted to unarchive the order before proceeding.

  4. Enter the quantity of items in the order that are being returned.

  5. In the Return shipping options section, select one of the following options:

    • Select Create return label to create a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the US.
    • Select Enter tracking information and enter the Tracking number and Shipping carrier if you have this information.
    • Select No return shipping to create a return without any return shipping information.
  6. Click Create return.

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