Order Fulfillment

Orders placed on Facebook or Instagram are put on hold during at least the first 30 minutes during which they are being processed by our internal systems. This delay is also designed to give chance for buyers to cancel their orders in case of remorse.

After Facebook has verified that a given transaction is legitimate and the remorse period has elapsed, the corresponding order will be made available for you to fulfill.

You can fetch orders at any time, but will only be able to access customer details and change the state of a given order after it has been released from internal processing.

You are responsible for the following order fulfillment activities:

  • Acknowledge new orders.
  • Mark an order as shipped , with a carrier code and tracking number.
  • Mark an order as cancelled , to notify the buyer of fulfillment problems and refund their entire order.
  • Mark an order as refunded , to emit a partial or full refund to the customer.

You can perform these actions manually using the Commerce Manager order management interface, or by integrating your Order Management Solution (OMS) with our Order Management API.

Facebook and Instagram will send in-app notifications to users for all of the actions above, including emails. Because of this and to avoid double communication, you must suppress the corresponding emails on your end .

Acknowledgement

Orders are automatically acknowledged if you are managing orders manually using Commerce Manager. If you are managing orders through an API integration, you need to acknowledge orders to let us know that you've seen the order and are ready to fulfill it.

You can pass an merchant_order_reference during acknowledgement. This represents the unique identifier of the order as known by your internal Order Management Solution. This ID will be displayed on the receipt and can be referenced by users when contacting your teams for support. If you do not provide this optional field, you need to ensure that your teams are trained to support customers using the Facebook or Instagram order ID.

Shipments

When you are ready to ship products to customers, mark the order as shipped. You must specify the shipping carrier and provide a valid shipping tracking number as part of this operation. This information is used to help customers get shipping notifications and track their packages.

You must ship products within 3 business days after receiving an order. Your shipping method must take no longer than 7 days once the order is processed.

Cancellations

Cancellations can be initiated by the buyer or the seller.

  • Buyer initiated cancellations: buyers have 30 minutes to cancel their orders via the order summary in their Facebook or Instagram app. Buyers can contact your support team to process cancellations past this 30 minute "buyer's remorse" period.
  • Seller initiated cancellations: Orders can only be cancelled when they are marked IN_PROGRESS. Shipped orders have to be refunded instead. Seller initiated cancellations are typically made if a customer contacts your support team to request a cancellation after the 30 minutes buyer remorse period.

Refunds

Refunds are initiated by you, and only apply to shipped orders. Typically you would refund an order if a customer contacts your support team to signal a problem with the product or the shipment. You can request a partial or full refund, which will trigger a reverse payment transaction by Facebook to the buyer. This operation will also deduct the corresponding amount from your balance and be made available in your cash report.

Returns

Unless a product is marked as a final sale, you are required to provide support for returning goods. You must give buyers at least 30 calendar days to return an item. Buyers can go to their order summary to initiate a return. This will initiate one of the following flows:

  • Open your return website, if you have configured a Returns URL in your shop set-up.
  • Send an email to your customer support contact address registered in your shop set-up, otherwise.

If you have provided a return label in the package, customers can also return items directly without using the Facebook or Instagram app. When your warehouse team has confirmed items have been received and in good condition, you should initiate a refund.

Order History Report

To help with order fulfillment we also allow merchants to export their order history directly from Commerce Manager. To do this go to the Orders tab in Commerce Manager and select the Download Order History button.

You can see a sample order history report below.

Report Type Link

Order History Report

Download