Processing orders received through the Facebook sales channel

Facebook holds merchants accountable to specific timelines and other requirements for fulfillment, returns, and shipping of orders placed on Facebook. Make sure that you understand and follow the Facebook Sales Policy when you process these orders.


If you want all customer orders to be subject to your business's published policies, then choose the Shopify checkout as your default in the Facebook sales channel. Otherwise, orders will be subject to the Facebook Sales Policy.

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 Sales Policy provides guidelines for processing your Facebook sales, 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 Sales 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 Sales Policy.

Handling returns

According to Facebook's Sales Policy, you need to accept the return of a product sold through Facebook as long as it is:

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


Refer to the complete Sales Policy to make sure that your use of the Facebook sales channel follows Facebook's guidelines.

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