Troubleshoot Your Commerce Platform Integration

To understand the commerce setup for a seller, consider confirming what assets are used:

• Commerce Merchant Settings
• Page and Catalog IDs
• Business ID
• Facebook channel
• Instagram channel
• Onsite or offsite
• Setup status

Get Commerce Merchant Settings ID

CMS-ID is a Commerce Merchant Settings ID for commerce integration.

If you are using a Commerce Manager redirect, this ID should be returned in the redirection parameters. Alternatively, you can ask a seller to provide your ID or pull CMS-ID from the business object.

1. A seller can find the CMS-ID by logging into Facebook Commerce Manager and then selecting the commerce account. The seller will be redirected to www.facebook.com/ commerce_manager/{CMS-ID}.

2. Pulling CMS-ID from the business object:

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<BUSINESS_ID>/fields=commerce_merchant_settings

Sample Response

{
  "id": "123456789"
}

If your seller has more than one commerce merchant settings you can query Instagram channel or page name to verify where orders are coming from.

Get Page, Catalog IDs

You can read a seller's settings by ID. The onsite_commerce_merchant field is only returned for Shops configured for onsite Checkout.

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<CMS_ID>?fields=merchant_page,product_catalogs

Sample Response

Shop configured for onsite Checkout:

{
  "merchant_page": {
    "id": "4040",
    "name": "Checkout Page"
  },
  "product_catalogs": {
    "data": [
      {
        "id": "33799",
        "name": "Products for Checkout"
      }
    ]
  },
  "id": "1234567890"
}

Shop not configured for onsite Checkout (old Shops API):

{
  "id": "1234567890"
}

Otherwise a relevant error message will be returned.

Get Business ID

To get a seller business ID, you need to know either the page or catalog IDs from them (you can get these IDs from CMS-ID). Both catalog and page objects have business edge that can provide you information about the business.

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<PAGE_ID>?fields=business

Sample Response

{
  "business": {
    "id": "1234567890123",
    "name": "A merchant business name"
  },
  "id": "1234567890"
}

Facebook Channel

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<CMS_ID>?fields=facebook_channel

Sample Response

{
  "facebook_channel": {
    "pages": {
      "data": [
        {
          "name": "Checkout Page",
          "id": "4040"
        }
      ]
    }
  },
  "id": "123456789890"
}

Instagram Channel

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<CMS_ID>?fields=instagram_channel

Sample Response

{
  "instagram_channel": {
    "instagram_users": {
      "data": [
        {
          "id": "1234"
        }
      ]
    }
  },
  "id": "123456789890"
}

Onsite or Offsite Configuration

In order to check if a commerce account setup as offsite or onsite use the commerce merchant settings parameter cta.

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<MERCHANT_SETTINGS_ID>/?fields=cta,setup_status

Sample Response

{
  "cta": "ONSITE_CHECKOUT"
  
}

Setup Status

There are few statuses that are required to see if the seller is correctly set up.

1. First check that shop_setup field must be in SETUP state.

2. Lack of payment setup is indicated in the payment_setup field.

3. Shops will not be visible to public unless review_status is in APPROVED state. See review_status_code for details.

4. We recommend checking facebook_channel and instagram_channel to see that Facebook Shops and Instagram Shopping channels are enabled. For more details see Facebook channel and Instagram channel.

5. Separately to commerce setup seller Instagram account must be approved for the Shopping functionality, otherwise there will be no distribution of the seller products on Instagram and no commerce orders. Instagram Shopping approval status is no part of commerce API.

Sample Request

curl -X GET -G \
  -d 'access_token=<ACCESS_TOKEN>' \
https://graph.facebook.com/v24.0/<MERCHANT_SETTINGS_ID>/?fields=setup_status

Response

shop_setup_status

payment_setup_status

review_status

review_status_code

review_status_reason

Sample Response

{
  "data": [
    {
      "shop_setup": "SETUP",
      "payment_setup": "SETUP",
      "review_status": {
        "status": "REJECTED",
        "reasons": [
          {
            "code": "UNKNOWN",
            "message": "Your account is not eligible for Facebook Shops at this time.",
            "help_url": "https://www.facebook.com/help/contact/481136396104354"
          }
        ]
      }
    }
  ]
}