How to Set Up Shipment Automated Replies

05/26/2026

Applies to:Mexico

Managing Orders & Shipment

This article will guide you through setting up and using the Shipment Schedule Reply feature in TikTok Shop Chat. This tool allows you to automate responses to common order and shipment inquiries, saving you time and resources while providing buyers with the relevant updates they need.

Benefits of Shipment Schedule Reply

How to Set Up Shipment Automated Replies

You can activate this feature in just a few simple steps:

Go to Orders > After-sales Settings and toggle on Automated Replies. This activates the system to begin handling common inquiries based on your rules.

You must also enable the automated reply function within TikTok Shop Chat by navigating to Customer Messages > Automation Tools and toggling on Automated Reply for Chatbot.

📣 Coming soon: In the near future, you will also be able to automate replies for cancellations and return/refund enquiries. Turn on the toggle today to stay ready for these new features!

Under Shipment Schedule Reply, click 'Set Up.' A side window will open where you can create rules for your Regular Schedule (standard working days) and Custom Dates (specific dates, such as public holidays).
Start customising your rules. Enter a rule name and define your preferences using the following options:
- Warehouse List: Select the relevant warehouse for your orders.
- Select Day: Choose specific days (Monday–Sunday) for a regular schedule.
- Select Custom Date: Choose specific calendar dates for holiday schedules.
- œTime Slots: Define the hours when you process orders:
  - Order Time: Select the window when orders are received (e.g., 00:00–14:00).
  - Max. Expected Processing Day(s): Choose how long it takes for you to process the orders (to prepare the order for collection or drop-off):
    - Same day: Processed on the day the order is received.
    - Next working day: Processed the following business day.
    - 1 day / 2 days: Processed within 1 or 2 days (including weekends and holidays).
You can repeat this process for a second time slot (e.g., 14:00–00:00) to cover the rest of the day. Once finished, click 'Confirm' to save.

‼️ Important Note: This setting is for automated replies only and does not change official fulfilment deadlines. Late shipments will still impact your Late Dispatch Rate (LDR) and cancellation deadlines.

Learn more about Order Fulfilment Timelines
Learn more about Late Dispatch Rate (LDR)

Once your rules are active, the system will immediately begin handling buyer enquiries regarding order shipments and processing times. By automating these routine tasks, you can save valuable time and resources, allowing you to focus your energy on growing your business.

FAQ

What kind of questions can this system help answer?

The system automatically identifies and responds to buyer questions about order processing times and shipment schedules. It uses the rules you have created to provide buyers with an instant, helpful response.Examples

Buyer Question	Automated reply
When will my item be shipped?	We understand you're excited to receive your baby romper! Your order is currently being packed and will be handed over to the courier by [Apr 19, 2026 at 3:59 PM]. Once it's scanned, you'll see tracking updates, and your package is expected to arrive between Apr 20 and Apr 22, 2026. Thank you for your patience — we're making sure everything is perfect for your little one! 💛
i thought it will be ship 3-4 days when i order on the live ?	Hello! I understand you're a bit confused about the shipping time for your order. The order is currently awaiting shipment and is expected to be dispatched within the SLA timeline. For your order, the latest dispatch time is May 17, 2026, at 15:59:59. Please rest assured that we are working to prepare your order and will dispatch it as soon as possible. If you have any further questions, feel free to ask! Here's the current status of your order for your reference: [Order Details Page]
It's been a long time.	Thank you for letting us know. We understand that waiting can be frustrating. Your package is currently in transit and is expected to arrive on April 23, 2026. Please check the shipping status for your peace of mind. [Order Details Page]
When will my item be shipped?	Your order is currently in the process of being prepared for shipment. According to our shipping timeline, your item should be shipped by April 20, 2026, at 15:59 PM. Please rest assured that we are working diligently to ensure your order is dispatched as soon as possible. If you have any further concerns, feel free to let us know.
Is there any update on my order?	Hi there! Your order is currently in transit and is expected to arrive between April 21, 2026, and April 24, 2026. Here's the latest logistics update for your order. [Logistics Progress Card]

Can I set up multiple rules for my orders?

Yes, you can create multiple rules. We recommend setting specific rules for each warehouse to ensure buyers receive the most relevant information regarding processing times.

If I set both a Custom Date rule and a Regular Schedule rule, which one takes priority?

The system gives priority to the Custom Date rule. It will apply the custom settings for that specific date instead of your regular schedule.

Does setting a custom processing time change the platform's fulfilment timeline?

No. This feature offers flexibility in how you communicate with buyers, but the official TikTok Shop fulfilment timeline still applies. To maintain a healthy shop status, we recommend adhering strictly to our standard fulfilment guidelines. Ensure your auto-reply rules accurately reflect your actual shipping capabilities so buyers receive realistic expectations.

How can I edit or turn off a rule?

Go to Orders > After-sales Settings and navigate to the Shipment Schedule Reply tab.

To deactivate: Use the toggle to enable or disable rules at any time.
To make changes: Click the three dots icon, select Edit, update your settings, and click 'Confirm'.

前へMWH(Multi-warehouse) Setting