Customer experience

After your account is verified by Facebook, a Shop section will appear on your Facebook page. This is where your products and collections will be displayed when they are available to the Facebook channel. You can manage your products, orders, and customers in your Shopify admin.

Facebook will also place a Shop Now button on your main Facebook page which links to the Shop section on your Facebook page. You can make changes to the button on Facebook, including by linking it to a Shopify online store.

Customer inquiries

Customers can message you through your Facebook page by using Messenger, and you can respond as your business. If you add the Messenger channel, then customers can buy your products directly in chat by using an automated system.

Your customers can also contact you by email by using the Contact Seller button in their receipt and in their Purchase History in Facebook. This button will forward customer inquiries to the customer support email that you have on file with Shopify. According to the Facebook Customer Support Policy, when a customer places an order by using the Facebook checkout, you are responsible for responding to inquiries about that order within 2 business days.

Customer information

Facebook requires that you handle the customer information that you gather through your Facebook sales channel according to their commerce merchant agreement.

Customer experience

Your Facebook Shop customers might have a different experience based on a few things:

Checkout options

Some stores will use Facebook's integrated checkout. Other stores might automatically direct customers to your Shopify checkout when they choose to pay for their products. If your store is eligible to use both checkouts, then you can choose which one to use in your Facebook sales channel settings.

Facebook checkout

If you use Facebook checkout, then customers can purchase from your Facebook Shop directly on Facebook without being redirected to your online store. They automatically receive confirmation emails about their orders from Facebook, and their orders appear on both the Orders page of your Shopify admin and the Purchase History of their Facebook account.

Facebook holds merchants accountable to specific timelines and other requirements for fulfillment, returns, and shipping of orders placed by using the Facebook checkout. Make sure that you understand and follow the Facebook commerce merchant agreement when you process these orders. Only customers browsing from the United States will be able to check out on Facebook, and customers can't use Shopify discount codes when checking out on Facebook.

Shopify checkout

If you use Shopify checkout, customers who purchase items from your Facebook Shop are redirected to your Shopify checkout page to complete their transactions. They automatically receive confirmation emails about their orders from your store, and their orders appear on the Orders page of your Shopify admin.

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