After you onboarding sellers into Facebook family of apps there might be multiple cases where they need help with our products. Here you can see when you can help them, when you need our help and when sellers need to reach out to us directly.
Because there are multiple operations that are unavailable via API, we recommend that sellers go to Commerce Manager as a first-stop way to manage any issues.
Seller can request for appeal in Commerce Manager or Instagram directly
While the integration is in progress, contact your Facebook representative about current integration questions.
After successfully launching your integration with us, we enable the Direct Support tool in your Business Manager, which you can use in case of integration issues to contact us.
Communication between buyer and seller is happening over emails only. There are 2 options to include in this communication:
In case you provide full customer care for sellers, you can request access for your customer care team accounts to the Commerce Manager of the sellers. This can be a hard-to-scale solution because it requires personal Facebook accounts for your customer care team to be linked into commerce accounts of your sellers.
(If sellers agree to it) You can also monitor inquiries to/from sellers by adding your support email alias a part of or instead of the support email address setup in Commerce Manager settings for sellers.
Our support team cannot provide information about the commerce account of sellers to anybody else, but the seller due to privacy reasons. So as a platform you need to send sellers to use the Commerce Manager Help link.