Processing orders received through the Facebook sales channel

Facebook holds merchants accountable to specific timelines and other requirements for fulfillment, returns, and shipping for orders placed by using the Facebook checkout. If you're using the Facebook checkout, make sure that you understand and follow the Facebook Customer Support Policy when you process these orders.

Note

If you want all orders to be subject to your business's published fulfillment and return policies, then choose the Shopify checkout as your default in the Facebook sales channel. Otherwise, orders placed by using the Facebook checkout will be subject to Facebook's policies.

Easy integration with Shopify means that you can review sales and traffic data from your Shopify admin.

Identifying Facebook sales

To view a list of your Facebook orders:

  1. From your Shopify admin, click Orders.
  2. Open the Filter orders drop-down menu.
  3. Choose Sales channel and Facebook.
  4. Click Add filter:
    Fb channel filter orders
  5. From the Orders page, click the order number of the order you want to view. Each order placed directly through Facebook is flagged in the Order Details area on the order's page:
    Fb channel flagged order

Understanding Facebook's sales policy

Facebook's commerce merchant agreement provides guidelines for processing orders placed by using the Facebook checkout, including:

Receiving new orders

Orders placed through the Facebook sales channel appear on the Orders page in your Shopify admin approximately one hour after they are created.

Shipping orders

According to Facebook's Customer Support Policy, orders placed through the Facebook sales channel should be shipped within two business days of purchase. If an order is not shipped after five business days, then it can be automatically canceled and refunded by Facebook. If you need additional time to ship an order, then contact Facebook support to arrange a new delivery schedule.

If a product requires special delivery or handling, then make sure that the product description indicates whether or not it will be fulfilled within the time specified in Facebook's Customer Support Policy.

Handling returns

According to Facebook's policies, you need to accept the return of a product purchased without leaving Facebook as long as it is:

  • still in new and unused condition
  • within 45 days of purchase.

Caution

Refer to the complete commerce merchant agreement to make sure that your use of the Facebook sales channel follows Facebook's guidelines.

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