FAQ

You can find extensive information about our Shopping experience using Facebook help center articles:

Returns and refunds

Q. Who manages consumer returns?

A. In the case of returns, the customer can initiate the return from the Instagram surface, but this is routed directly to you to respond to the customer on how they should return and to provide a return label.

Q: How does the customer initiate a return and what does it look like in the UI?

A: The customer is able to select Return Item in the Order Details page to initiate a return. There are two ways in which customers can initiate a return. Business Handles returns: Navigating from the Order Detail Page, to Returns, the customer can learn about how to return their order through the businesses website. By going through this return flow, the return communication between customer and business is handled outside of Instagram. The delivered status will change to refunded when the business marks it in their order management system. Return request in Instagram: This allows the customer to initiate a return request that gets sent to the business. The business must respond to the customer via email relay within 2 days. The customer and business can communicate via email relay and work out the return process. Instagram displays a note with the businesses delivered stats on the Order Details screen that they started a return

Q: As a business am I still charged for payment processing with returns?

A: No. You will not be charged for payment processing for returns.

Q: What happens when an item a customer purchases is out of stock?

A: If the item shows as out of stock in the inventory, Instagram won't allow a sale. If the inventory count is inaccurate and the item is not available from the business anymore, the business can cancel the order within the Order Management UI or their OMS.

Q. Do I need to provide a return label for the customer with every purchase?

A. In the event of a return, it's up to the business and customer to determine how to ensure the item is shipped back.

Q. How will I protect myself from refund abuse? What type of documentation do I need to provide to prove my case?

A. Ensure you are responding quickly and attempt to resolve any customer inquiries in a timely manner and use shipping services that offer tracking and delivery confirmation. In your communications with the customer please state clearly why you believe you are not at fault and provide any supporting evidence to the customer that could substantiate your claim. FB will also be closely monitoring customer refund requests and purchase activity for suspicious behavior.

Q. Who manages consumer returns?

A. In the case of returns, the customer can initiate the return from the Instagram surface, but this is routed directly to you to respond to the customer on how they should return and to provide a return label

Q: How do refunds work?

A: When a business receives a return or wants to offer a refund to a customer for any reason, the businesses initiates the refunds through their OMS or the Facebook Order Management page. This is reflected in the payments dashboard above.

Q: What happens when there is a refund processed after the payout period?

A: When a refund a processed after a transaction has been deposited into a businesses account, we will immediately refund the customer the full refund amount. If there are funds in the businesses account from other transactions, we will reduce the balance on in the account by the full refund amount. If there are no funds in the account or if the funds are inadequate, we will use funds from future sales to recover the refund amount.

Q: Customer data is vital for my business. Will I have access to customer data like email and phone number to use in my CRM? At what cadence will this data be shared?

A. We share transaction information, email and address once a customer purchases from you. Our terms explicitly state that you cannot use this for remarketing purposes, and only to fulfill the transaction similar to how you would treat a guest checkout. However, we want to build Instagram Shopping as a brand-first environment and understand that many of the businesses on Instagram offer loyalty benefits and have strong connections with the consumer. We are building a consumer opt-in experience for the launch. This opt-in would sit as part of the purchase flow, we will also display the link to your privacy policy, and are exploring the ability to tie a benefit such as free shipping, 10% off your first order, etc. as part of onboarding. The opt-in would be one-time in that a consumer who has opted in would not have to opt in again. We will not have full account-linking capabilities at launch and there is no two way sync - For example, consumers cannot use your points shopping on Instagram and we will not be able to distinguish between different tiers of members or recognize if they are an existing customer during the purchase experience. The opt-in means that we would flag that the purchase email the consumer has entered in checkout is usable by your CRM, marketing and loyalty activities.

Q: How do I retarget people who didn't purchase or people who have purchased?

A: Instagram has a suite of products for businesses - both free and paid - designed to work in complementary ways to help people shop on Instagram. Shopping is an organic feature that serves as a mobile storefront for businesses and helps them seamlessly weave products into their visual storytelling. With paid, businesses can use brand and direct response ads to reach a targeted audience at a defined moment in time to achieve a specific outcome like raising awareness or driving sales to amplify on their organic presence.

Q. Will you share data from my customers with other brands?

A. No we do not share direct data on customers from businesses with other businesses. Instagram follows the same data policy as the other brands, products and services within the Facebook family of apps.

Customer communication

Q: Can we connect our support systems with yours or is everything through Instagram? Through email?

A. During the set up of your Commerce Manager, you will input a customer service email address that customers can reach you at for any issues pertaining to their order. We ask that you respond to customer support inquiries through this email.

Q. Where can customers look up their orders?

A. The customer can look up order status in the Instagram app. There will be a tab from the navigation bar where orders will be listed with most updated status. For each order, we ask that you send a tracking number from which we pull tracking events to display to the consumer once they click into detail.

Q. What type of customer support does Instagram provide?

A. We will direct the customer to you for customer support. The customer can cancel an order, return an order, contact your business to solve an issue, and initiate a purchase protection claim (dispute) from the Instagram app. These will be directed to you through the customer support email that you provide as part of onboarding. As much as possible, we will connect the customer directly to your support team. We only get involved in disputes if you cannot reach a resolution directly with the customer.

Q. How do you prevent against customer fraud?

A. We closely monitor incoming purchases and have the ability to outright block or pend transactions we consider suspicious for further review. This occurs prior to the order being sent to the business for fulfillment. Facebook runs various risk and fraud checks across the FB family of apps, and we have run payments risk & operations across a wide array of products such as donations, Oculus, and games. In chargeback scenarios, we will facilitate representment between the you and the processor. Businesses will be protected against chargebacks classified as unauthorized. Businesses will however continue to be responsible for all not as described or not received.

Q. What are the Facebook's policies is the businesses agreeing to when signing up for this channel?