You set up a shop in Commerce Manager, added your products and connected your Page. Then you open the Page and there is no shop. Or Commerce Manager shows a notice that your account doesn't meet the eligibility requirements. Or the products are there, but half of them say 'in review' and the rest were rejected.
A Facebook Shop has three layers that each have to pass: the account (is this business allowed to sell on Meta at all), the shop (is it published and set to show products) and each product (has it passed review). A problem at any layer hides everything below it. Meta has also changed how checkout works several times, so advice from a few years ago is often simply out of date.
Before you change anything, open Commerce Manager and look in two places. They tell you which section of this guide you need.
- 'Account Health', then 'Account Quality': if it says you don't meet the Commerce Eligibility Requirements, the whole account is blocked. See cause one.
- Your catalog's 'Issues' tab: errors such as 'Items not showing' or policy rejections point to the products. See causes three and four.
- Neither shows a problem, yet the shop isn't on your Page: it is probably a publishing or visibility setting. See cause two.
- Your shop used checkout on Facebook or Instagram and something changed: see cause five.
Cause 1: The account isn't eligible for commerce
Meta's Commerce Eligibility Requirements apply to every shop, and Meta says failing to meet them at any time may lead to loss of access to commerce features or to the account being disabled. In plain terms, they ask for:
- Compliance: your Facebook account and Page must follow Facebook's Terms of Service, Commercial Terms and Community Standards, along with the Seller Agreement and Commerce Policies.
- A supported market: your Page or Instagram professional account must be located in one of Meta's supported markets.
- Your domain: if you send buyers to a website, you must give Meta the single, non-shortened domain you sell through, and your Page must represent that store. Meta may ask you to complete domain verification.
- Trustworthiness: Meta looks for an authentic, established presence, which it says may include a sufficient follower base. A brand-new Page with no history is a common reason for rejection.
- Accurate information: prices and availability must be accurate, and refund and return policies must be easy to find.
How to request a review of an ineligible account
Fix what you can first: verify the domain, make your return policy easy to find on your website, and make sure the Page clearly represents the same business as the site. Then ask Meta to look again.
- In Commerce Manager, open 'Account Health' and go to 'Account Quality'.
- Read which Commerce Eligibility Requirements you didn't meet. They are listed on that page.
- Select 'Request Review' and give the information Meta asks for.
- While it is pending, the evaluation shows 'Review Requested'. Meta emails you its decision.
- If Meta decides you now meet the requirements, it says your evaluation changes and commerce features are restored.
Cause 2: The shop isn't published or is set to hide products
If your account is fine but the shop still doesn't appear, check the shop itself.
- Publish it. Meta's help says a connected shop won't be visible on your Page until you publish it. Open the shop in Commerce Manager, finish any steps it lists and publish.
- Check the Page connection. Meta says you can change your shop's visibility or disconnect your Page in 'Business Assets'. Make sure the shop is connected to the Page you are looking at.
- Check the inventory setting. With 'Default', the shop shows all products from your catalog. With 'Advanced', products stay hidden unless they are featured on the shop's home page, added to a collection, tagged in a post or manually unhidden. Many 'empty shop' problems are just this setting.
- Check while logged out, or ask a friend. Pending collections are visible to you but hidden from buyers, so your own view can be misleading.
Cause 3: Products are still in review
Every product goes through Meta's review before buyers can see it. Meta says each item is reviewed individually, so some are approved sooner than others. While a product is in review, you can see it and its status, but people viewing your shop or posts won't see it, and product tags stay invisible to others until the product is approved.
Meta's help pages don't give a fixed time for item reviews, so be wary of exact figures quoted elsewhere. If one product is stuck while others from the same upload were approved, compare it with the approved ones. The difference is often the title, the images or the category.
Cause 4: Products were rejected or don't meet catalog rules
A rejection usually means Meta thinks the item conflicts with its Commerce Policies. Separately, Meta's Catalog Eligibility Requirements set rules for what a shop catalog can contain at all.
- Physical goods only. Meta's catalog requirements say items in a shop catalog must be physical goods. Other inventory types, such as hotels, flights, vehicles and home listings, aren't eligible for a shop.
- Link to your own product page. Each product's link must go to that item's own page on your business website, on the domain you gave Meta. A link to a Facebook Page, or to a domain another business has claimed, doesn't qualify.
- One shop per catalog. A catalog can connect to only one shop and can't be switched later, so check that your products are in the catalog the shop actually uses.
- Read the error. In the catalog's 'Issues' tab, select 'Review' next to each issue to open a pop-up explaining it, including errors called 'Items not showing'.
- Ask again if it's wrong. If you believe an item was incorrectly rejected, Meta says you can request a second review. Fix the title, description or images first if anything could be read as a policy problem.
Cause 5: Checkout on Facebook and Instagram has changed
This one catches long-time sellers. Meta's shop setup help describes three checkout methods: on your business website, with checkout on Facebook and Instagram, or through messaging. Checkout on Facebook and Instagram was only ever available in the United States and to a limited number of other sellers.
Meta has changed Shops checkout more than once since then, and its Business Help Center now has an article called 'About changes to Shops and checkout on Facebook and Instagram' that covers changes to a shop's checkout method. Rather than trusting an older tutorial, open your Commerce Manager settings, see which checkout method your shop uses today, and follow any banner Commerce Manager shows you. If your shop sends buyers to your website, the domain and product-link rules in causes one and four apply to every product.
Prevent it next time
Most shop problems are found long after they start, when a customer says they can't find anything. A two-minute check after each change catches them early.
- Verify your website domain in Meta before you build the shop, and keep selling through that one domain.
- Keep your return and refund policy on your website and easy to find.
- Write plain product titles and descriptions. Avoid wording that could be read as a restricted item.
- Upload a few products first and wait for them to pass review before adding the rest.
- Check the catalog's 'Issues' tab and 'Account Quality' whenever you make a big change.
- Look at your shop logged out every so often, because your admin view can show items buyers can't see.
If you just need one place to show your products
If the shop is stuck in review or eligibility, a free OneSol page at onesol.io/yourname can list your products and links in the meantime. Taking card payments there, by connecting your own Stripe, PayPal, Razorpay or Square account, is on the Pro plan.