TikTok For Shopify - Order &Fulfillment
Introduction
After you've synced your products to TikTok Shop, the next steps involve managing orders and processing fulfillment. This section will guide you through the order sync and fulfillment processes between TikTok Shop and Shopify.
Order synchronization
Order Creation & Inventory Check
Once a TikTok Shop order is created, the TikTok for Shopify app will first conduct an Inventory validation in Shopify.- If inventory is available in Shopify or you have disabled inventory check in your Shopify settings, the order gets created on Shopify and shows up in your Shopify Order Admin (Shopify > Orders). The 'Channel' column in your Shopify Order Admin indicates that this order is from 'TikTok'.
- If inventory is not available in Shopify or the product does not exist in Shopify, the order will not be created in Shopify and will not show up in your Shopify Order Admin.
Order Cancel
There are three ways cancellation can be initiated.- TikTok-initiated Cancellation
- A TikTok-initiated cancellation is performed by TikTok Shop and the cancellation order status gets automatically updated in your Shopify Order Admin Page.
- Two scenarios for this: Buyer fraud or order not shipped within TikTok Shop SLA.
- The buyer receives a 'cancel success' email and the order status is reflected in the TikTok app.
- Customers-initiated Cancellation
- Customers may cancel an order without the seller's approval if:
- The shipping type is Ship by TikTok and the order status has not changed to "To Ship - Awaiting Collection."
- The shipping type is Ship by Seller and a cancellation request is made less than one hour from the time of ordering during the "on hold" period.
- Note that customer cancellation of sports and non-sports trading cards, as an excluded category, requires the seller's approval in both Ship by TikTok and Ship by Seller shipping types.
- The shipping type is Ship by Seller and a cancellation request is made and the order status has not changed to "To Ship - Awaiting Collection" after 24 hours.
- The order status has not changed to "Shipped" after three business days and the seller adjusts the Order Processing Time, which extends the Estimated Delivery Time range.
- Customers may cancel an order without the seller's approval if:
Customers cannot cancel an order if the status of the order is in Ready to Ship (RTS). If a customer requests a cancellation of an order before Ready to Ship (RTS) status and the seller operates using the shipping type Ship by Seller, the seller must upload the tracking number or approve the customer's cancellation request within 24 hours of the received cancellation request.
- If an order is shipped, the buyer will not be able to cancel this order.
- Seller-initiated Cancellation
- A seller-initiated cancellation is performed by the seller either in Seller Center or in Shopify Order Admin.
- Cancellation order status gets automatically updated in TikTok Shop and the Shopify Order Admin.
Order Sync Status List
Use the TikTok for Shopify app to keep track of your TikTok Shop Orders through the Order Status List tab that alerts you of orders that need your attention (e.g. manage pending return/refund requests, provide tracking IDs, or create TikTok Shipping labels).- Orders with sync failures are marked with an error icon.
- Sync failures include:
- Fulfillment failure (Shipping provider not supported, invalid or missing tracking)——Seller can go to Shop Setting> fulfillment to double check shipping carries mapping information
- Order creation failure (Product out of stock, Product not available, and other general issues)
- The error description provides details and a link to update the order (where applicable)
- Sync failures include:
- Orders with pending status are marked by an alert icon.
- Alert statuses include: Order cancel, return, or refund request pending
- The alert description provides details and a link to update the order (where applicable)
- Alert statuses include: Order cancel, return, or refund request pending
- Sellers can use the search bar to search for the following: Shopify order ID , TTS product ID ,Product name, Shopify SKU ID, Shopify SKU Name , TikTok SKU ID , TikTok SKU Name ,Tracking number
- You can switch the status bar to check orders, including to ship, shipped, completed, canceled.
- After the seller has successfully onboarded to the TikTok for Shopify App, the Order Status List tab displays all orders sorted by the latest timestamp update.
- Only TikTok Shop orders that were placed after the TikTok for Shopify App installations will be displayed in the Order Status List tab
- In addition to the widget notifications described above, the 'Tags' column in the Shopify Order Admin (Shopify > Orders) updates the seller of an order status change that requires the seller's attention.
- If any order-related issues are not displayed correctly or can not be resolved in the Order Status List tab, please contact our Support Team through the TikTok Shop Seller Center> Help Center
Order Sync Improvements (Filtering, Search & Retry)
We’ve improved the Order Syncing page to help you quickly find, diagnose, and fix order issues—especially if you manage a high volume of orders.With these updates, you can:
- Easily locate orders that need attention
- Understand sync issues more clearly
- Retry failed orders without contacting support
Feature | What It Does | How to Use | Important Notes | Screenshot |
Order Creation Time | Shows when the order was created | View directly in the Order Sync page | Format: YYYY-MM-DD HH:mm:ss |  |
Date Range Filter | Filters orders by creation date | Select a date range | Default is last 14 days |  |
Filter by order status on TTS | Filters by order status on Seller center | Choose order status | Includes To be shipped, Shipped, Cancelled and Completed orders |  |
Improved Search (TTS Order ID/Shopify Order ID) | Makes search more accurate using TikTok Shop order ID | Enter TTS Order ID in search bar | You can switch to Shopify Order ID if needed |  |
Sync Issue Filters | Helps identify specific types of issues | Select an issue type from dropdown | Includes Order Sync, Fulfillment, Other, 4PL, FBT |  |
Retry Failed Orders | Allows you to retry syncing failed orders |
| Only available for orders with errors |   |
Retry Button Behavior | Ensures correct usage of retry feature | Button activates only after selecting orders | Disabled if no orders selected | |
Order Selection Rules | Prevents incorrect retries | Select only orders with errors | Orders without issues cannot be selected | |
Improved Error Messages | Provides clearer explanations for failures | Check error message details | Helps you understand exact issue and next steps |
Understanding Issues Types
Issue Type | Description | What You Should Do |
Order Sync Issues | Order failed to sync to Shopify | Fix issue (e.g., inventory, product mapping) → Retry |
Fulfillment Sync Issues | Problem with tracking or fulfillment updates | Update tracking info in Shopify → Retry |
Other Issues (Warnings) | Refunds, returns, or cancellations | Handle in Seller Center |
4PL Orders | Orders fulfilled via TikTok logistics | Manage in Seller Center |
FBT Orders (US only) | Orders fulfilled by TikTok (FBT) | Check fulfillment status in Seller Center |
Order Error Description & Resolution
The following section describes the order error scenarios you might encounter and what you should do.| Index | Widget Error | How it is triggered | What sellers should do |
| 1 | We couldn't create this order on {{appName}}. [To resolve this issue, open a ticket with TikTok Shop Support.][{{jumpLink}}] | A general error for when TTS orders fail to be generated in Shopify. | Contact support via ticket to find out why the order sync failed. See the "Help" in TikTok for Shopify App Section. |
| 2 | We couldn't create this order in {{appName}} because the items in your inventory are currently out of stock. [To proceed with order creation, update your inventory in {{appName}}.][{{jumpLink}}] | When stock info is out of sync between Shopify and TTS. TTS stock >0 but Shopify stock is 0. When this situation occurs, buyers are able to place orders in TTS. However, when the widget attempts to create the order in Shopify, it will fail. Please note, when this situation occurs, the order widget will automatically cancel the TTS order on the seller's behalf. | The seller should update their inventory in Shopify and sync the product inventory data back to TTS so that both platforms have the same amount of inventory. This will ensure future orders with this product can be created successfully in Shopify. |
| 3 | The tracking number for your order is invalid. [Re-submit a valid tracking number in {{appName}}.][{{jumpLink}}] | The tracking number the seller inputs in Shopify is not accepted by TTS. | The seller must input an accepted tracking number by TTS and update the tracking for the order in Shopify. The order feature in TikTok For Shopify will update the tracking number on TTS's order. |
| 4 | This carrier is not supported on TikTok Shop. Please resubmit your tracking number in [{{appName}}][{{jumpLink}}] using a supported carrier. Please also check that your carrier mapping is correct in [fulfillment settings][{{jumpLink}}]. | The tracking number is for a courier that's not supported by TTS. | The seller needs to check whether they have finished carrier mapping or if the mapping is correct on the shop setting pageThe seller needs to go back to TikTok Shop Seller Center to manage the failed order |
| 5 | The carrier you used was not mapped in fulfillment settings. Please resubmit your tracking number in [Seller Center][https://seller-us.tiktok.com/order]andmap the carrier in [fulfillment settings][{{jumpLink}}] so that future orders using this carrier can be fulfilled. | You haven't finished the fulfillment carrier mapping under the shop setting page | The seller needs to check whether they have finished carrier mapping or if the mapping is correct on the shop setting pageThe seller needs to go back to TikTok Shop Seller Center to manage the failed order |
| 6 | The tracking number you entered for this order is used by another order on TikTok Shop. [Re-submit a unique tracking number in {{appName}}.][{{jumpLink}}] | The tracking has already been used on a different order fulfillment pipeline. | Update the tracking number for the order with a valid tracking number. |
| 7 | This order has already been fulfilled. | If a user unfulfills a fulfilled order in Shopify and attempts to fulfill it again. Or if there's a UI error where fulfillment action was completed in Shopify but is not reflected in Shopify's UI, but the request was received by TTS and fulfilled in TTS.Since the order is already fulfilled in TTS, if the Seller reattempts fulfillment in Shopify, their action will ensure the order status becomes synced on both platforms. (Since another fulfillment call will be made, the widget will notify the user the order has already been fulfilled). | No action is needed by the seller |
| 8 | This order cannot be created on {{appName}} because the product in this order does not exist in your {{appName}} inventory. | This error occurs when a seller creates a product in Seller Center and the product does not get synced to Shopify. When a TTS order is created and the widget tries to sync this order to Shopify, the order will fail to create. If this situation occurs, the widget will automatically cancel the TTS order. | If the seller is using the Shopify 1P app, it is not advised for sellers to create products directly in the Seller Center.If a product is indeed independently created in Seller Center, please use the product mapping tool within the Shopify TikTok app to map the products, to make all subsequent order syncs successful |
| 9 | Order cancellation in TikTok failed. Please cancel this order in Seller Center. | The cancellation made by the seller in Shopify failed to be synced to TTS. (due to network issues etc) | The seller should go to TTS to cancel the order |
| 10 | Couldn't fulfill the order. Submit tracking number in [{{appName}}.][{{jumpLink}}] | Order fulfillment failed to sync to TTS (due to network issues etc) | The seller should update the tracking number on Shopify to reattempt fulfillment in TTS |
| 11 | The customer requested to cancel this order. Process the cancellation request in the [Seller Center][https://seller-us.tiktok.com/order/detail?order_no={{orderNo}}]. | Customer requested to cancel this order. | Order cancellation management needs to be processed in Seller Center |
| 12 | TikTok Shop canceled the order. | TikTok Shop platform has cancelled the order, likely due to fulfillment SLA violations. | Order cancellation by platform can lead to negative rating on your Shop. Please address SLA issues if that's the cause |
| 13 | The customer requested a refund for this order. You can process the request in [Seller Center][https://seller-us.tiktok.com/order/detail?order_no={{orderNo}}] or the [Return & Refund][/product-list/order-widget/returnAndRefund] tab. | The customer requested a refund which needs processing. | Please process refund in Seller Center |
| 14 | Please manage Shipped by TikTok orders in [Seller Center][https://seller-us.tiktok.com/order/detail?order_no={{orderNo}}]. | 4PL (shipped by TikTok) orders. | Orders can be managed in TikTok Shipping widget in Shopify TikTok app or directly within Seller Center |
| 15 | The carrier you used was not mapped in fulfillment settings. You can resubmit the tracking number in [Seller Center][{{jumpLink}}] and map the carrier in [fulfillment settings][{{jumpLink2}}] so that future orders using this carrier can be fulfilled. | The fulfillment was not successful through the TikTok app on Shopify. | Please use a recognizable courier by the platform by using the courier mapping feature, or directly fulfill in Seller Center |
Notification Description and Resolution
The following section describes the 'notification' scenarios you might encounter and what you should do.Index | Notification | How it is triggered | Resolution |
| 1 | The buyer requested to cancel this order. Process the cancellation request in the Seller Center. | A TTS buyer has requested an order cancellation. | The seller should go to the Seller Center to approve or reject the buyer request. |
| 2 | The buyer requested a refund for this order. Process the request in the Seller Center. | A TTS buyer has requested an order refund. | The seller should go to Seller Center to approve or reject the buyer request. |
| 3 | The buyer requested a return for this order. Process the request in the Seller Center. | A TTS buyer has requested a return. | The seller should go to Seller Center to approve or reject the buyer request. |
Return and Refunds
Seller Initiated Return and Refunds
A seller-initiated return is performed by the seller in Seller Center. (Seller Center > Order> Manage return）- NOTE: Returns and Refunds can ONLY be initiated in the Seller Center. Returns or refunds initiated in the Shopify Order Admin are NOT supported. (Even though the Shopify Order Admin still provides a refund and return function, the refund or return status will NOT be reflected in TikTok Shop)
Buyer Requests Refund-only
A buyer requests a refund on TikTok- Seller can approve or reject refund requests in Seller Center.
- If the seller approves: The order status gets automatically updated in your Shopify Order Admin and the buyer receives a refund and refund notification update.
- If the seller rejects: The buyer can initiate a dispute. If the rejection is upheld, the case gets closed & buyer is notified of the resolution. If the rejection is overturned, see the case above for the 'seller approves' flow.
Buyer Requests Return-and-Refund
A buyer requests a return for a refund on TikTok- The seller can approve a refund request in the Seller Center.
- If seller approves: Buyer receives return shipping label from TikTok
- Buyer ships the return packages and the seller approves the returned packages in Seller Center.
- Order status gets automatically updated in your Shopify Order Admin and the buyer receives a refund and refund notification update.
- Buyer ships the return packages and the seller rejects the returned packages in Seller Center.
- Buyer can initiate a dispute. If rejection is upheld, the case gets closed & buyer notified of resolution. If rejection is overturned, see case above for 'seller approves' flow.
- Buyer ships the return packages and the seller approves the returned packages in Seller Center.
- If seller approves: Buyer receives return shipping label from TikTok
Order Fulfillment
Overview of Fulfillment
TikTok offers two shipping options: TikTok Shipping and Seller Shipping. The orders created on TikTok Shop will be synced to Shopify, and the seller can move forward with the fulfillment process.
How to set TikTok Shipping and Seller Shipping?
In order to fulfill orders through Shopify or any Shipping App on Shopify, sellers and merchants can set their preferred shipping method to 'Seller Shipping' in the TikTok Seller Center.- Login to TikTok Seller Account
- Click on the Orders option
- Select Shipping Options
TikTok Shipping
What is TikTok Shipping？
‘TikTok Shipping’ allows you to create shipping labels inside the TikTok Seller Center through our supported carriers and rates. All orders created under 'TikTok Shipping' will have the 'Shipped by TikTok label on Shopify'. 'TikTok Shipping' orders only allow masked customer information on Shopify and all other platforms. As a result, 'TikTok Shipping' orders must be fulfilled on TikTok Seller Center.
- If you have 'TikTok Shipping' selected as your shipping service, the order is tagged as 'TikTok Shipping' in the 'Tags' column of your Shopify Order Admin (Shopify > Orders).
- For orders that use 'TikTok Shipping', the shipping label has to be created in Seller Center (NOT in the Shopify Order Admin or other third-party shipping services). The TikTok for Shopify App will notify you about any orders that need your attention on the overview page and under the Shop Management' Tab (TikTok for Shopify App > Shop Management > order sync status & notification)
- TikTok Shop automatically updates fulfillment and order status in Shopify.
- Buyer receives 'order shipped' + 'order delivered' email and status shown within TikTok app.
- TikTok Shop automatically updates fulfillment and order status in Shopify.
- For orders that use 'TikTok Shipping', the shipping label has to be created in Seller Center (NOT in the Shopify Order Admin or other third-party shipping services). The TikTok for Shopify App will notify you about any orders that need your attention on the overview page and under the Shop Management' Tab (TikTok for Shopify App > Shop Management > order sync status & notification)
Seller Shipping
In order to to fulfill orders through Shopify or any Shipping Apps on Shopify, sellers and merchants can set seller shipping as their shipping options Once 'Seller Shipping' is successfully enabled for the warehouse in TikTok Seller Center, all orders for the products managed through the warehouse in question should have the 'Seller Shipping' tag on Shopify. Note: For ‘Seller Shipping’, TikTok requires at least one shipping template that includes the shipping rate displayed to the buyer.
- If you have 'Shipped by seller' selected as your shipping service, you will create and fulfill the order in your Shopify Order Admin or in the external shipping app/services (if applicable) and update the order status in Shopify.
- The shipping and fulfillment status will be automatically updated in the TikTok Shop.
- Buyer receives 'order shipped' + 'order delivered' email and order status shown within TikTok app.
- The shipping and fulfillment status will be automatically updated in the TikTok Shop.
- NOTE:
- Shipping template is required if you selected the 'Shipping by Seller' option, you can go to Shop Setting > Fulfillment setting to complete the shipping template.
- To help TikTok Shop retrieve fulfillment information, please make sure to complete shipping carrier mapping through Shop Setting > Fulfillment setting
- You must provide a valid tracking ID in Shopify for any orders that are 'Shipped by seller' in order for the TikTok Shop for Shopify app to update the status of the order correctly in TikTok and to inform the buyer of the order status.
Fulfillment through ShipStation
TikTok Shop has a 1 hour buyer buyer remorse period for order cancellations. This means a buyer can cancel any order within 1 hour of placing the order without requiring seller approval. All TikTok orders sent to Shopify will initially have an 'On hold' status and should not be fulfilled in the first 1 hour after order placement. Once the 1 hour period elapses, orders will change to the 'Unfulfilled' status on Shopify.
ShipStation does not uphold Shopify's 'On hold' status and does not block those orders from being fulfilled. Orders in 'On Hold' status in Shopify will flow into ShipStation immediately and can be shipped. If an order in an 'On hold' status is fulfilled through ShipStation in the first 1 hour,the order status will not be updated on TikTok Shop successfully. For that reason, for sellers and merchants fulfilling orders on Shopify through ShipStation, we recommend the following actions:- Do not create or disable all ShipStation Automation Rules on orders from TikTok. Information on setting up and disabling Automation Rules on Shipstation can be found here
- Fulfill orders in ShipStation manually from TikTok
- Check if an order has an 'Unfulfilled' status on Shopify. If so, the order can be safely fulfilled
- Check if an order has an 'On hold' status on Shopify. If so, do not fulfill the order on ShipStation, and wait for the order status to change to 'Unfulfilled'
FAQ
Q: I have made changes to my shipping template. But my order still shows up as "Shipped via Platform" with a masked address on Shopify
No stock in the warehouse set in the "Shipping Template" and associated with the product for an order could be the reason for the order to be "shipped via platform"
- Go to Orders --> Get the Product name/Product Id of the order
- Go to Products --> Manage Stock and enter the Product ID
- Click on individual warehouse list next to "Multi Warehouse." Click on each warehouse name to check in-shop quantity for each warehouse
- Go to Orders --> Shipping Template and check if all of your warehouses have been added to the template.
- If you have not added all the warehouses to the Shipping Template --> Click on Add Template and add all of your warehouses.
- If you have not added all the warehouses to the Shipping Template --> Click on Add Template and add all of your warehouses.