Learn how shoppers can register, claim products with comments, check out, manage waitlists, and enable Messenger notifications when shopping with CommentSold.
CommentSold comment purchasing lets shoppers claim products by commenting on your Facebook posts or live sales. To shop successfully, shoppers need to register, use the correct “SOLD” comment format, complete checkout from their account page, and understand how waitlists and Messenger notifications work.
Use this guide to teach shoppers how to register, comment to purchase products, check out, manage waitlisted items, and get purchase updates.
Step 1: Teach Shoppers How to Register and Comment Purchase
During this live, you'll want to discuss:
- Registration—Share your shop URL in the description of your Facebook Live and invite viewers to register and enable Messenger notifications. Getting customers pre-registered will ensure that they're ready to shop when you post items or host a live sale!
- The account page—The account page is where customers will be able to view their cart, waitlisted items and orders, manage their contact information, and apply store credit and coupons!
- How to comment—Customers need to know that "sold" is the word they will need to include in a comment in order to make a purchase. The variant information (size and color) must also be included with their comment. Customers can always reference the post or Live Overlay to see what variants are available! If purchasing multiples of an item or variant, they will need to leave a comment for each (1 comment = 1 item). Lastly, you may want to mention that CommentSold cannot read edits to comments. If the customer needs to make a change, they will need to leave a new comment.
- How to check out—Customers will need to know to visit their account page to view and pay for their claimed items. They can comment and add as many items as they'd like to their cart before checking out. If you use the cart timer setting within CommentSold, you'll want to let them know they have a limited amount of time to check out before items expire from their carts. If First Paid First Served is enabled, let them know that items in their carts are not held until they have checked out!
- Waitlists—This is likely a new feature for your customers! Explain that commenting to claim an unavailable item will add this item to their waitlist, and that they can view their waitlisted items from their account page! To ensure that they don't miss out again, let them know to pre-authorize their payment method for the waitlisted item. This will create an order for them as soon as the item is available!
- Messenger notifications—If you have Messenger notifications enabled for your shop (which we recommend!), explain to your customers the value of opting into these notifications. They will receive messages about the status of their comment purchases (e.g. waitlisted, item restocked). From these messages, they can click to visit their account page.
Step 2: Create a Pinned Post with Comment Shopping Instructions
Pin a post on your Facebook page that will serve as a quick reference for shoppers. Include any information you think will help your customers as they shop, such as commenting instructions, cart settings, your customer service contact information, and your return policy.
If you'd like to provide them with a video to reference, we've created one (without any CommentSold branding and with a fictional shop) for you to use! Click here to view it on YouTube.
Step 3: Remind Shoppers How to Comment Purchase During Live Sales
If you're live selling, take a minute on each live sale to run through the key points about shopping from your store. The Live Overlay will help by showing shoppers what they should comment to claim an item, but you can remind them to enable Messenger notifications and to visit their account page to manage their carts and waitlists!
How Does Comment Purchasing Work?
Shoppers purchase products by commenting with the required claim keyword, product identifier, quantity, and variant information on a supported Facebook post or live sale. CommentSold processes the comment and adds the claimed item to the shopper's cart or waitlist. The shopper then visits their account page to complete checkout.
- Register for the shop.
- Watch a Facebook post or live sale featuring products.
- Comment “SOLD” followed by the required product and variant information.
- CommentSold adds the item to the shopper's cart if it is available.
- The shopper visits their account page to complete checkout.
- If the item is unavailable, the shopper may be added to the waitlist.
- The shopper can preauthorize a waitlisted item to automatically purchase it when it is restocked.
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Important!
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Why Didn't My Comment Purchase the Product?
If CommentSold does not process a shopper's comment, check that the comment contains the required claim keyword, product identifier, quantity, and variant information.
Common Reasons a Comment Is Not Processed:
- The shopper did not use the required SOLD keyword.
- The product identifier is incorrect or missing when one is required.
- The quantity or variant information is missing.
- The shopper edited an existing comment instead of creating a new one.
- The product is unavailable and was added to the waitlist instead.
- The comment format does not match the requirements for the post or live sale.
FAQs
How do shoppers purchase products through CommentSold?
Shoppers purchase products by commenting the required claim keyword, product identifier, quantity, and variant information on supported Facebook posts or live sales. If the item is available, CommentSold adds it to the shopper's cart.
What should a shopper comment to claim an item?
A shopper should comment SOLD followed by the required product identifier, quantity, and applicable variants. For example: SOLD AA 1 blue medium.
Do shoppers need a CommentSold account to purchase an item?
Yes. Shoppers need to register for an account so they can access their cart, complete checkout, and manage waitlisted items.
Where do shoppers check out after commenting SOLD?
Shoppers complete checkout from their CommentSold account page after claiming products through Facebook.
Can shoppers edit a comment after claiming an item?
No. CommentSold cannot read edits made to existing comments. If a shopper needs to change their claim, they should leave a new comment.
What happens if a shopper tries to claim an unavailable product?
If the product is unavailable, the shopper can be added to the product's waitlist. They can also preauthorize the item when the feature is available so the order can be processed when the product is restocked.
Can shoppers claim multiple quantities with one comment?
By default, shoppers should comment separately for each item. If Quantity Claiming is enabled for the shop, shoppers can claim multiple quantities with a single comment.
How can shoppers know what they need to comment?
The product identifier and available variants are displayed in the Live Overlay or product post. Shoppers should use this information when creating their claim comment.
Why isn't my SOLD comment working?
Make sure the comment uses the correct SOLD keyword and includes all required product information, such as the product identifier, quantity, size, and color. Also remember that CommentSold cannot process edits to existing comments.
What happens after a shopper comments SOLD?
If the product is available, CommentSold adds it to the shopper's cart and directs the shopper to their account page to complete checkout. If the product is unavailable, the item may be added to the shopper's waitlist.
Can shoppers purchase more than one item during a live sale?
Yes. Shoppers can comment to claim multiple products during a live sale and then review their claimed items together on their account page before completing checkout.
Do shoppers have to check out immediately after commenting?
Not necessarily. Shoppers can continue commenting to claim additional products before checking out. However, cart timers or First Paid First Served settings may affect how long claimed items remain available.