Facebook for WooCommerce

Overview ↑ Back to top

Facebook for WooCommerce connects your WooCommerce store to Facebook to help people discover your eCommerce shop. You can purchase advertising, find new customers, set up a shop to sell your products on Facebook, and measure the results of the actions customers take on your website. With this plugin, you can:

  • Sync your WooCommerce catalog to Facebook to let customers browse your products from your Facebook Page shop and create product-based ads.
  • Install Facebook pixel to support retargeting ads, find new customers, and track ad effectiveness.
  • Use Facebook Messenger to chat with customers on your store or Facebook easily.

Installation ↑ Back to top

If you don’t have Facebook for WooCommerce, click on the Add New button at the top and search for “Facebook for WooCommerce”, then install and activate the plugin.

  1. Go to Plugins > Add New and search for Facebook for WooCommerce.
  2. Click Install Now and then Activate.
  3. Click Configure and follow the instructions in this document to learn how to set up the plugin.

Please keep your Facebook for WooCommerce Plugin updated ↑ Back to top

If you have the Facebook for WooCommerce plugin already installed, please follow these steps to update it to the latest version:

Navigate to Plugins > Installed Plugins (see below), it is important to check the version number and update to the latest version.



You can also Enable auto-updates to have the newest version of the Plugin installed automatically.

Getting started ↑ Back to top

Connect your Facebook Account: ↑ Back to top

Head to Marketing > Facebook, then click Get started and follow the steps below.  

This will launch the Facebook setup wizard, which will ask you to:

  1. Log in to Facebook, if you’re not already logged in elsewhere.
  2. Create new or choose existing Facebook assets to connect to this store:
  3. Authorize the connection between WooCommerce and Facebook for your business.

Once setup is complete, you can go back to your site admin to configure other settings and features.

You can view your connected assets at any time from the Marketing > Facebook > Connection tab. To manage your connected assets and enable other features, such as setting up your Facebook Page Shop, click Manage Connection to open the Facebook Business Extension tool.

NOTE: 

  • Please leave ‘Instagram Shopping’ unchecked.

You may experience a slightly different set of screens if you do not already have a Commerce Account. However, the flow offers users the opportunity to create new assets when needed.

You may also need to verify the domain attached to your account before you are allowed to progress. In this instance, please press the back button until you get to the Open Your Shop screen, uncheck the ‘Instagram Shopping’ box and continue through the steps above.

You’ll be redirected to a WooCommerce hosted endpoint that confirms that the URL is actually for your shop.

Click on ‘THAT’S MY SITE – REDIRECT ME’

Your Facebook connection page should look something like this; you are now connected.

Sync Products to Facebook ↑ Back to top

How to manage your WooCommerce Catalog ↑ Back to top

To make your shop more discoverable and easier to navigate, you will need to have a complete commerce catalog.  The search, sort and filter controls rely on high-quality catalog data to make it easier for buyers to consider a broad range of items and find the exact product they want. 

To start setting up your catalog go to Products > Categories.

You should map a WooCommerce category to a Facebook category (using the Google Product Category Taxonomy). Google Product Category (GPC) codes are required for the proper calculation of tax. GPC information can be set at both the global and individual product levels. To assign a default GPC to all products in your catalog, navigate to Marketing > Facebook > Product Sync tab and select the appropriate primary and secondary GPC in the section titled Default Google Product Category. A minimum of two category levels are required.

This allows you to:

  1. Provide category specific fields to Facebook, e.g. material, size, color, style.
  2. Have Facebook apply tax correctly to your items when they’re displayed in Shops

These default values will apply to any product within that category, but, you can also override these on the individual product level by navigating to Products > All Products and clicking the Edit option underneath a particular product.

Please select two categories.  You’ll then see a dropdown with more detailed attributes to complete should you wish to do so:

Click on ‘Show advanced options’’ and complete these additional categories:

There are a few other settings worth pointing out:

  1. Enable product sync – Use this to disable product syncing entirely. If this option is selected, an alternate data source must be provided to ensure your catalog has all of the fields required for Checkout, e.g. GPC, inventory, and variant attributes.
  2. Product identifier – Allows you to customize what identifier will be sent to Facebook to represent a distinct product. This ID will also be used to associate Facebook Order items with a given WooCommerce product.
  3. Exclude categories from sync – Enables you to quickly filter out products for a given category from your Facebook catalog.
  4. Exclude tags from sync – Enables you to quickly filter out products with a given tag from your Facebook catalog.
  5. Product description sync – Allows you to customize whether a short or standard description should be used for each product.
Note: Facebook’s Commerce Policy prohibits selling non-physical products on Facebook, so you may not show Virtual products in your Facebook catalog.

Catalog Syncing ↑ Back to top

Once your catalog has been set up, all that remains is a full product sync. In most cases, all products will have already been synced when the plugin is first connected to Facebook.

Subsequently, products will be synced any time a new product is created or an existing product is changed. In the event products are not syncing as expected, a sync can be triggered manually via the Marketing > Facebook > Product Sync tab by clicking the Sync products button.

How to create a Collection / Product Set ↑ Back to top

Collections are a way to group your products within your shop (e.g. curating items based on top trends or seasons).  They are called Product Sets within WooCommerce, you’ll need to create your own Collections to group specific products together. You can manage your collections in the plugin from Products > FB Product Sets.

Give your product set a name and description, then assign it a category. Any products with the assigned WC Product Category will automatically be added to that collection/product set.

Variable Products / Variants ↑ Back to top

Almost there! Now you’ll want to ensure all attributes for your variable products are set up to sync to Facebook correctly. Variant information is required to display the correct options to buyers during checkout. (Learn more about product variants).

In WooCommerce, attributes can be defined at both the global and product levels. Global attribute definitions can be found at Products > Attributes and assigned a list of potential values, known as “Terms.”

Once defined, these attributes can then be assigned directly to a simple product, e.g.

Global attributes can also be assigned to variable products to be used for individual variations.

IMPORTANT: Note that every variation must have a single value for a given attribute. In the above example, the variation with ID #78, would need to be expanded into distinct products corresponding to each of the available sizes. Attempting to sync with a value of “Any Size…” would result in an invalid Checkout product.

In addition to standard WooCommerce attributes, the plugin also supports setting particular category specific variant attributes using the “Facebook” tab on the “Edit Product” page. NOTE: For variable products, category specific attribute values set at the parent level will override the attributes for any child variations.

An additional inventory field is required for checkout to let buyers know when products are running low or out of stock. In order to set up your product inventory, stock management must first be enabled for WooCommerce. Confirm this setting is checked under WooCommerce > Settings > Products > Inventory.

Once this setting has been enabled, inventory counts can be set as follows:

1. From the Edit Product page for a Simple Product.

2. From the Edit Product > Inventory page for a Variable Product (global). NOTE: For variable products, stock quantities can be set at both the global or individual variation levels.

3. From the Edit Product > Variations page for a Variable Product (individual).

4. Lastly, from the Bulk Edit > Product Data section.

Facebook Product Data ↑ Back to top

On the Edit Product page, a new tab called “Facebook” is visible. Here, you can decide whether to enable Facebook sync to your Facebook catalog or not. By default, when you’re creating a new product, “Sync and show in catalog” will be selected. Also, there are a couple of other useful settings.


NOTE: Facebook sync setting for variable product type is available on the Variations tab.

When you have published a product, and Facebook sync is enabled, the plugin will automatically sync the product to your Facebook catalog. The corresponding metadata will be generated and visible on the sidebar.

Facebook Shop ↑ Back to top

How to activate your Facebook Shop ↑ Back to top

Facebook Shops is a simple version of your online store that lives inside the Facebook mobile app. Facebook Shops make it easy for billions of users to find, browse, and buy your products in the apps they use daily to discover new experiences.

Next go back to the Marketing > Facebook tab and select Manage Connections,

On the Connection Settings page you will find the option to the add the Messenger/Customer Chat Plugin directly to your website. The Customer Chat Plugin allows people to start a conversation with you on your website and continue in Messenger. You’ll be able to respond to questions and provide support. Detailed instructions can be found here.

Next click the Commerce tab,

If the Facebook Shop toggle is off, turn it on! Now click on “Manage Shop”. If you see, ”Your shop is under review“, allow some time to complete the review and come back later.  


Complete the design of your shop with Shop Builder ↑ Back to top

Click the Edit button to edit the style of your shop.

To complete your shop, follow the tutorials and the wizards in Shop Builder to design your shop.

How to Create Ads on Facebook ↑ Back to top

From your WooCommerce dashboard go to Marketing > Facebook and click on Manage Connection.

This will take you to the Home page of the Facebook business extension for your store. From here you can create a Facebook Ad by clicking on Create Ad.

On the next page you will be prompted to choose a goal for your Facebook Ad campaign. 

Choose the applicable goal for your needs. You will be asked a few quick questions about your audience and have the opportunity to upload more images relevant to your campaign. Once completed, you will be taken to the Promote Now page. Here you will have the opportunity to choose more goals for your ad campaign, see Estimated Daily Results and manage your ad spend budget. Add your preferred payment method and click the Promote Now button to activate your Facebook Ad campaign.

Order Management ↑ Back to top

Once you start receiving orders from Facebook, these orders should be managed directly within WooCommerce. Currently, the plugin supports order completion, refunds and cancellations.

When an incoming order is received, you will see a notification under WooCommerce > Orders.

Orders will be synced with an initial status of “Processing”.

The order details page will contain additional customer information and relevant product information required to fulfill the order.

IMPORTANT: Email addresses associated with Facebook orders are strictly prohibited from being used for remarketing purposes. Automated order status emails should also be suppressed as emails will already be sent to buyers directly from Facebook.

Customer Emails

There are a few crucial details worth highlighting with regard to customer emails.

  1. Customer email addresses for Facebook orders are strictly prohibited from being used for remarketing. Failure to comply with this policy will result in your Shop being closed. In the future, we may present an option for buyers to opt-in to remarketing emails and this will be indicated as such in the order details.
  2. Any automated emails sent out to communicate order status, refunds, etc, should be disabled for all Facebook orders. Facebook will send emails to customers directly and any additional emails would be duplicative, leading to a negative customer experience.

Order Fulfillment ↑ Back to top

In order to fulfill an order, you’ll need to have the shipment carrier and tracking number handy, as these are required to complete the order. With this information in hand, simply set the order status to Completed and click Update to apply the changes.

When prompted to do so, enter the required shipment carrier and tracking number information.

NOTE: If your using the WooCommerce Shipment Tracking plugin, and the carrier/tracking number has already been applied to this order, you will not need to re-enter this information and the above modal will not appear.

Refunds & Cancellations ↑ Back to top

In the event an order needs to be refunded or canceled, this can be done via the order details page. To refund an order, it must have a current status of Completed. At the bottom of the Edit Order page, click Refund to initiate the refund process.

Select the items and quantities to be refunded, along with a reason for the refund. Enter a description for the refund if necessary. Finally, confirm the refund by clicking Refund $XX.XX manually.

The final refund amount should now be reflected in the order details, e.g.

Cancellations are also managed via the Edit Order page by setting the status to Cancelled.

Upon saving, a prompt will appear. Select the appropriate reason for cancellation and click

“Submit cancellation” to confirm.

Use Facebook Messenger ↑ Back to top

You can add Messenger to your site from Marketing > Facebook, clicking Manage Connection, and clicking Add by Messenger Chat.

Adding Facebook Messenger through the Manage Connection page.

You can then adjust the language, default greeting, and widget color to better match your site’s brand and voice.

Settings to customize Facebook Messenger.

Once enabled, the Messenger widget will appear on your site so customers can chat with you. Conversations can carry over between Facebook and your WooCommerce site.

The Facebook Messenger widget on the site frontend.

You can view your Messenger settings from the Marketing > Facebook > Messenger tab.

The Facebook Messenger settings in WooCommerce.

Setting your Away Hours and Message ↑ Back to top

In Facebook, you can configure days and times when Messenger should automatically send an away message to your customers that start chatting. These settings apply to Messenger in Facebook and on your WooCommerce site.

It’s important to set yourself as “away” when you can’t respond quickly to messages, both to provide good customer service and to ensure your reported response rate / time calculations published on your Facebook Page aren’t negatively impacted by long delays.

Follow the steps below to configure your away times and message:

  1. Login to Facebook and go to your business page.
  2. Click Inbox.
The Inbox opton on a Facebook Page
  1. Go to Automated Responses.
  2. On the Away message tab, click Edit.
  3. In the Timing section, update the days/times to when you are away (i.e. set your “closed” hours). You can click the Add Time button to add new rows as needed. This will determine when the away message is sent after a customer chats in Messenger.
Configuring away hours for the Messenger platform
  1. In the Message section, update the away message text. Click Add Personalization to add merge tags to personalize the message with the customer’s name, your store name, etc. You can see a preview of the message on the right side of the screen.
  2. Click Save.
Configuring an away message for the Messenger platform

This message will now appear during the indicated days/times when a customer sends a message in Messenger from Facebook or your WooCommerce store.

You can also set yourself as “away” outside of your scheduled away hours by going to the Inbox and selecting the messenger icon in the Main toolbar. From here, you can switch between “Available” and “Away”.

Toggling the Messenger platform to away from the Main toolbar

Frequently Asked Questions ↑ Back to top

What Facebook policies or processes should I be aware of before setting up my store? ↑ Back to top

Products sold on Facebook must comply with Facebook’s Commerce Policies. If you intend to advertise your products you must also comply with Facebook’s Advertising Policies.

Uploaded products go through a review process and your product may be removed if found to be in violation of Facebook’s policies. If you believe a product was incorrectly rejected, you can request a second review

Facebook also collects feedback from people who make purchases on Facebook Products, including the Audience Network and this feedback is translated into a feedback score.

When a business receives poor feedback scores on topics such as delivery speed, product quality or customer service, ads that the business runs may see reduced delivery. If the business receives a significantly high proportion of negative feedback, it may experience temporary or permanent loss of advertising and/or access to Facebook Commerce surfaces.

You can find more information on the Feedback Score here.

Why should I not use the same value for categories and attributes? ↑ Back to top

WooCommerce provides a way for a user to set attributes already:


If we see an attribute with the same (case insensitive) name as a category specific one (like ‘color’ in the example above) then, unless it is explicitly overridden in the above shown product level view, we’ll send that value.

If you have two WooCommerce categories that both set a default value or google product category and they both get applied to a product, what do you do if they disagree? We find the first non-conflicting value by traversing up the tree (WooCommerce categories are also hierarchal). If you do not find a non-conflicting version we assume there’s no valid default. 

How can I tell if the Facebook Pixel has been properly installed on my site? ↑ Back to top

The Pixel Helper is a small Chrome extension provided by Facebook which will allow you to verify that your pixel has been properly installed and works as expected. Learn more about the extension here and download it here.

I am getting an “Oops, something went wrong.” error. How can I connect to my Facebook account? ↑ Back to top

Oops, something went wrong error

While this error can occur for a few different reasons, the most common seems to be in relation to Facebook’s supported currencies.

If your WooCommerce default currency is not on this list, some folks have had success temporarily changing their currency to a supported one (USD, CAD, GBP, EUR) to connect and then changing it back afterward.

Help! I’ve been locked out of my Facebook account. What should I do? ↑ Back to top

We’re so sorry about that! This should now be a rare occurrence in the plugin but can occur if you create a Facebook account immediately before setting up business accounts, pages, and other assets. You can fill out this form so the Facebook team can begin recovering your account.

Why are my products not displayed on my shop after installing the plugin? ↑ Back to top

If none of the products have synced to Facebook, the most likely reason for this issue is due to the Facebook shop having been set up outside of our plugin’s wizard causing your Facebook page to link to a Facebook catalog other than the one our plugin uses. You can find out more about this configuration issue along with steps for how to address it in this document.

If only some of your products are missing from your Facebook shop, then this may be due to some of your products being out of stock or being virtual products.

My pixel is missing or not available. How can I see all the pixel’s through the plugin setup window? ↑ Back to top

As of version 2.0 of the plugin, only pixels created through the business manager can be selected through the plugin setup window. Personal ad pixels will not be available.

Versions prior to 2.0 were the opposite: Only personal ad pixels were available, and business manager pixels were not.

Customers are being sent directly to checkout when choosing to purchase a product. How can I send them to the product page instead? ↑ Back to top

By default, the link that is shared with Facebook is an “Add to Cart” URL for your product to speed up the checkout process.

Note: This is a Developer level doc. If you are unfamiliar with code/templates and resolving potential conflicts, select a WooExpert or Developer for assistance. We are unable to provide support for customizations under our Support Policy.

You may want this to be the product URL for a number of reasons. If so, you can use this code snippet to send the product URL to Facebook instead:

How do I re-connect the plugin to my shop’s Facebook page? ↑ Back to top

A frequent troubleshooting step when encountering issues with product sync or the connection, in general, will be to re-connect the plugin to Facebook. Learn More

Facebook shows “Sorry, this content is not available right now”. How can I re-configure the plugin? ↑ Back to top

If you lose access to the account that configured the plugin, or Facebook invalidates the account or merchant settings configuration, this message will be displayed.

In this case, you may need to re-connect the plugin.

How can I get Facebook to display prices including tax? ↑ Back to top

The price synced to your Facebook catalog should include tax if your WooCommerce shop is set to display prices including tax. You can find this option available at WooCommerce > Settings > Tax and select “Including tax” from the Display prices in the shop drop-down option.

Display prices in the shop including tax drop down

That said, there are other tax options at play here. For instance, if you have the store set to “Entered prices exclude tax” yet the Display options are both set to “Including tax”, WooCommerce will need to generate tax on the product price before sending this across to Facebook. If the tax option is set to generate taxes from the “Customer’s address” then this might not work, as the Facebook sync has no specific customer address.

WooCommerce tax options choices

In this case, you’ll need to work out the best workaround:

  • Setting the “calculate tax based on” to the shop address
  • Enter prices inclusive of tax

Some events are not triggering with caching plugins (Breeze, SG Optimizer, Asset CleanUp, etc). How can I fix this? ↑ Back to top

Some caching plugins have some optimization settings that cause a conflict with the pixel tracking code that will result in the event not being triggered. This can be tested with the pixel helper Chrome extension and seeing that the ViewContent (as an example) is not triggered on the view product page.

Disable JS grouping in caching plugins like Breeze

The fix is to disable grouping of JS.

My Messenger icon is overlapping with another element! How do I move it? ↑ Back to top

Customizations are not covered under our support policy, so this isn’t something we can help implement on your site.

Currently, there is no setting to move the Messenger icon or popup. However, if you add the following custom CSS, this would move the icon to the left:

.fb_dialog, .fb_dialog_advanced, .fb_customer_chat_bubble_animated_no_badge, .fb_customer_chat_bubble_pop_in {
    right: 60pt !important;
}

Nudging up would only get it hidden by the messenger box, so moving to the left is the best plan here. The default is 18pt.

Is it possible for me to bulk delete or reset all of the products in my store that are synced to Facebook? ↑ Back to top

Occasionally, deleting or resetting all products from the Facebook catalog and then letting things sync again is the only way to fix strange issues. This requires a code snippet, which you can read more about here.

How do I remove the plugin, WooCommerce Facebook app, and created system users? ↑ Back to top

Clicking the “Uninstall” link in your settings will not remove the app from Facebook and any associated system users. Find out how to remove these as well here.

How do I disable Facebook Pixel generated by Facebook for WooCommerce? ↑ Back to top

To disable Facebook Pixel, use the following code snippet:

add_filter( 'facebook_for_woocommerce_integration_pixel_enabled', '__return_false' );

Questions ↑ Back to top

Do you still have questions and need assistance? 

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