Set-Up and Log-In

Q: I'm having issues connecting my Shopify store with TikTok Shop. I keep getting an error message when trying to connect to my store. What should I do?

Error: "We couldn't connect TikTok Shop with your Shopify account. Currently, your TikTok For Business Account is not linked to your TikTok Marketing account."If you're experiencing issues and receiving an error message while attempting to connect your Shopify store with TikTok Shop, it might be due to the use of different credentials. To address this, ensure you use the same login credentials for both TikTok Shop in Shopify and your TikTok for Business/Marketing/Ads account. Verify your Shopify account details from the Settings page on Shopify, and use the email associated with it to log in to your TikTok for Shopify app. Consistent login credentials across both platforms are crucial for a successful connection. If the issue persists, please click on "Continue." This will log you out of the current setup, allowing you to proceed with the connection process without further complications.

Q: Should I use other product listing and order management apps in conjunction with TikTok for Shopify App?

If you are using connector apps to manage your TikTok Shop in Shopify, make sure that these apps & services are compatible with the TikTok for Shopify App or disconnect incompatible apps & services before you connect to the TikTok for Shopify App. (Eg. Incompatible apps can cause order status issues)

Q: How do I enable Holiday Mode for my warehouse during the migration to TikTok Shop for Shopify?

A: To enable Holiday Mode, navigate to the TikTok Shop Seller Center, click on your profile icon in the top right corner, and go to 'My Account' > 'Account Settings.' Here, select 'Holiday Mode,' choose your specific warehouse, click 'Turn on,' set the duration for Holiday Mode, and confirm by clicking 'Done.' Note that activating Holiday Mode sets your warehouse inventory to zero for the chosen period.

Q: What are the steps to revoke authorization from third-party (3P) apps/services and grant access to TikTok Shop for Shopify?

A: First, revoke authorization from third-party services by going to the 'Growth' tab in the TikTok Shop Seller Center, navigating to 'Apps Store,' clicking on 'Authorize/Cancel' next to the third-party service, and confirming your action.

Q： why can't I disconnect my shop with Shopify？

If you encounter this issue, it might be because you are disconnecting the key seller account. the key seller account is considered a primary account and can only be the last one to be disconnected.*How can i check the key seller account？ The key seller account will be the first one on the connection management page.

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Warehouse

Q: Is there a limit on the warehouses?

Yes, there is a limit on the number of warehouses. You can set at most 20 Pickup Warehouse addresses and 1 Return Warehouse address

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Product and Inventory Management

Q. Tracking numbers are not syncing to TikTok Shop

There are typically two main reasons why the tracking number failed to sync:

1. Carrier name is missing:

Check if the carrier name is uploaded to the order in Shopify, if it's missing:
We've seen scenarios where order tracking numbers are:

• Not uploaded to the eCommerce platform (e.g. Shopify).
• Are missing the Carrier name (e.g. Correos, GLS) when uploaded to the eCommerce platform (e.g. Shopify).

Why is this happening?
Some of our merchants work with third party logistics platforms to manage shipments (generate the shipping labels/ tracking numbers). These platforms also have an integration with the eCommerce platform where they pass the tracking number. Keep in mind, this is not an issue with our 3P connectors or TTS.
The common issues are:

• The third party logistics platform is not receiving the TTS orders and cannot start the process to generate the shipping label/tracking number. This is an integration issue and the merchants must get in contact directly with the third party logistics platform to ensure they can receive the TTS orders. Could be related to orders synced during On Hold remorse period with incomplete addresses.
• The tracking number is uploaded to the ecommerce platform, but the third party logistics platform does not include the carrier name when they pass the tracking number. In this case, the third party logistics platform must change their integration to provide this information.
• The seller is providing an invalid tracking number (wrong one,or containing special characters).
• The seller is working with a carrier that is not supported.

2. The carrier name is correct in Shopify order but is not mapped:

If the carrier name appears and the tracking number is still not synced to TikTok Shop Seller Center, follow the steps here to map the carrier name: https://seller-fr.tiktok.com/university/essay?identity=1&role=1&knowledge_id=6539071678760736&from=feature_guide

Q. Which are the TikTok Shop Approved Carriers?

To map the carrier name between TikTok Shop and Shopify, we recommend that sellers first review the list of TikTok Shop-approved carriers to understand which carriers our platform supports for the 'Shipped By Seller' shipping option. https://seller-fr.tiktok.com/university/essay?identity=1&role=1&knowledge_id=6539071678760736&from=feature_guide

Q: Why were products syncing limitations to my TikTok Shop?

As a new seller on TikTok Shop, we limit your daily product sync limitation. The product sync limit resets daily and you can sync products the next day.

Q： How could I sync products if there is a new seller probation period？

During the new seller probation period, TikTok for Shopify simplifies the product synchronization for you. It will automatically sync your products daily, adhering to the daily limit, until all your products are synced.

For example, if you have 1,000 products to sync and the daily limit is 100 products, TikTok for Shopify will sync 100 products each day until all 1,000 products are synced, which will take about 10 days.

Keep in mind:
a. The syncing process will kick off by itself during your new seller probation period.
b. You can monitor the progress of your product sync by visiting the "Shop Management>Products on TikTok shop"
c. Products that are in the process of being synced will be labeled with an "in progress" status.

Q: How can I modify the synced product title and description for only TikTok Shop and not Shopify?

Sellers can now update product details like inventory, price, and title uniquely for TikTok Shop. By disabling the Product Inventory sync, these changes stay distinct, avoiding any mix-up between Shopify and TikTok Shop.
Step 1: Navigate to the TikTok for Shopify app > Shop Setting> Product Sync settings and turn off the product info button
Step 2:

1. Go to TikTok Shop Seller Center
2. Go to 'Products'
3. Select 'Manage Products'
4. Choose the product you wish to make changes
5. Click 'Edit' and make changes to its Price, Description, Inventory, Title, etc.
6. Click 'Update' to save changes

Important:Once updated, the product enters a review phase, appearing in either the 'Reviewing' or 'Suspended' tab. After approval, it moves to the 'Active' tab with the new details.

Q: How can I modify or Sync Inventory or Sync Price (Only) for a Synced product from Shopify to TTS

1. Go to the TikTok App for Shopify
2. Go to Shop Settings and turn off Inventory or Price based on the sync you wanted to do on a single product
3. Go to Seller center and edit the inventory or price for the product
4. Go to 'Shop Management' tab on Shopify
5. Products on Tiktok Shop
6. Under 'Action' column, select 'More'
7. Choose Sync Inventory or Price

Q: How can I bulk edit products on TikTok Shop Seller Center without changing them on Shopify?

Sellers can now bulk edit product changes in the TikTok Shop Seller Center.

1. Go to TikTok Shop Seller Center
2. Go to 'Products'
3. Select 'Manage Products'
4. Click on the 'Bulk Action' option
   
5. Choose the desired option (e.g., Bulk Listing, Bulk Edit Products, Bulk Edit Product Images, Bulk Manage Size Charts, or Sync Products from Other Platforms)
   
6. Select the products you wish to bulk edit
   
7. Choose the information you want to edit (Sale Information, Basic Information, Shipping Information, Image Information, Product Properties Info, All Information). Each option then details which attributes are editable.
   
8. Click 'Generate Template'
   
9. Once a template is generated, click 'Download'
10. Edit the information for the downloaded products
11. Click 'Upload' to upload the pre-filled product template file

Like individual updates, bulk updates will also go through a review process and appear in the 'Reviewing' tab. Once approved, they will be 'Active' with the new changes.
Important:

• Once updated, the product enters a review phase, appearing in either the 'Reviewing' or 'Suspended' tab. After approval, it moves to the 'Active' tab with the new details.

Q: How do I set product dimensions when the products are synced failed?

We pre-fill product dimensions with default values in TikTok Shop, if your product dimensions are missing in your Shopify product catalog. If TikTok Shipping is selected as your shipping service you can update the product dimensions at the time of shipping label creation in TikTok Seller Center.

Q: Why is my edited product description not syncing to TikTok Shop?

Error: "Product Price locked due to ongoing promotion."

Possible Scenarios:

• If the product description contains unsupported formatting.
• During active promotions, certain attributes such as price editing are locked, preventing changes to the product description in Shopify from syncing with TTS (TikTok Shop).
  • Affected Promo Types:
    • TTS (TikTok Shop) Promo
    • Flash Deals
    • Fixed-Price Promotions

Note: Price and promotions are managed through separate APIs.
Guidelines:

• Product descriptions should be in plain text; bold formatting is not supported.
• The price must remain stable, as editing is locked during promotions.
• Inventory levels can exceed, but not fall below, marketing inventory levels.

Note: Other types of product information can be edited.
How to Make Edits:To manually trigger the syncing process:

1. Go to the TTS Seller Center and locate the product's original promotional price.
2. Revert the price to its original value in Shopify.
3. Edit the product description in Shopify.

Once the changes are synced to the TikTok Seller Center, you can then update the price to the desired promotional value.

Q: Seller Unable to View or Edit Products Through TikTok App on Shopify - Error: "Oops, Something Went Wrong in Shopify"

If you come across the error message: "Oops, something went wrong," while trying to access the TikTok app or edit products in Shopify, it is likely that you do not have the necessary permissions to install the app/edit products for your store. This issue is specifically related to Shopify's permission settings.
To resolve this, please ensure that you are logged in as either the store admin or owner. If you're not sure about your current permissions, you can verify them within Shopify by following these steps: Shopify > Settings > Users and Permissions > Store Owner.

Q: Why am I seeing the error "The SKU stock must be between [0,999999]" when the product already has SKU stock?

A: This error occurs if any warehouse is recording a negative inventory stock. The seller needs to correct this by adjusting the stock level to fall within the 0 to 999999 range and avoid any negative values.Note: If multiple issues are present, prioritize fixing the SKU errors before addressing the others.

Q: I'm unable to map products to TikTok Shop via Shopify because the "Map" action button is disabled/grayed out. What should I do?

Navigate to the "Products on Shopify" tab. There, you should see a banner prompting "You have uploaded products not mapped to Shopify on Tiktok Shop. Map the products as soon as possible to prevent issues. "Map now". Click this to manually map each product individually.

Q: Why are my products displaying zero inventory/stock on TikTok Shop Seller Center when I have inventory/stock on Shopify?

A: This issue typically occurs due to a couple of reasons:

1. Incomplete Product Mapping: Once you ensure that all products are correctly mapped, performing a re-sync should resolve any inventory discrepancies between Shopify and TikTok Shop. For more info, check out our FAQ about the "Map now" banner alert:
   
2. Inventory Sync: By default, the inventory sync setting is toggled on. To double check it's the case and it's correctly set up, go to Shopify, navigate to TikTok App > Shop Management > Product Sync Settings tab and make sure inventory sync is toggled on. For more information, check out if synchronization settings are active or switched on instructions.
   

Inventory Availability: Ensure the item is not Out of Stock (OOS) and has inventory availability on Shopify for each/all variants.

Q: Will my products sync to TikTok Shop if it has negative inventory?

Yes, products will be synced to TikTok Shop even if inventory is less than 0. The stock of the product on TikTok Shop will be set to 0.

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Order Management

Q: Why are my customer details masked in Shopify or Can't fulfill orders in Shopify because of missing Customer Details

New and existing TikTok Sellers that use the TikTok Shopify App will be automatically assigned ‘TikTok Shipping’ as their default shipping method. This shipping method allows you to create shipping labels in Seller Center directly. Since these orders require fulfillment in Seller Center, customer information will be masked in Shopify. If you prefer using a different shipping method, you can always update your preference under 'Shipping > Shipping Options'.
Note: If you select ‘Ship by seller’ we require you to add at least one shipping template that includes the shipping rate displayed to the buyer.

1. Go to TikTok Seller Center
2. Navigate to 'Shipping' -> 'Shipping Options'
3. Select the correct warehouse that has been synced from Shopify
4. Select "Shipped via Seller" and set this option as preferred

For 3PL logistics, a Shipping Template is also required:

1. Go to TikTok Seller Center
2. Navigate to 'Shipping' -> Shipping Templates
3. Click "Add new Template"
4. Complete the process

Q: Why doesn't my order sync to Shopify, or why do I see the error "This order cannot be created on Shopify because the product in this order does not exist in your Shopify inventory" in the Shop Management tab?

Possible CausesIf you see this error, it means the order has not been created in Shopify. These orders are also referred to as "Orphan Orders". The potential reasons for this issue could be:

1. Item is Out of Stock (OOS)

Out of Stock Issues During Order Placement, Preparation for Fulfillment, or no Warehouse Stock

• If a product is out of stock at the time of placing an order, or if it goes out of stock while being prepared for shipment, the order won't sync to Shopify. It will only appear in the TikTok Seller Center. The same applies if warehouse stock level is zero. This can lead to orders being received when your stock levels are temporarily low or not updated between TikTok Shop and Shopify.

2. Adding products directly to TikTok Shop Seller Center

This can cause errors for all orders containing this product because the product has not been mapped to a product in Shopify. Remember, syncing only occurs from Shopify to the TikTok Shop, not vice versa.

• If this issue occurs, the seller has to manually complete the fulfillment of these orders through TikTok Shop Seller Center.

Note: Adding inventory after the SLA deadline for order fulfillment will not result in the order syncing to Shopify. Instead, it will have to be fulfilled through the Seller Center.
Prevention

1. Stock Buffer

Maintaining a buffer in your Shopify inventory can help prevent sync delays and subsequent orphan orders on TTS. It's important to regularly check your Shopify inventory levels to avoid syncing errors. Keeping your product stock updated is crucial for ensuring smooth order processing and fulfillment.

2. Stock Alert

To avoid orphan orders, use alerts from your Stock Module to prevent running out of stock and missing sales. Set your SKUs' "Alert Value" to receive notifications when stock falls below a certain level. To do this, navigate to TTS Seller Center > Products > Manage Stocks. To set a stock alert for an individual product, select the product and click on "Alert value". To apply an alert to all SKUs, click on "Alert" and set the value. You can also filter product lists by product name, ID, SKU, stock status, category, quantity, and warehouse.
Warehouse stock: Make sure inventory is available in warehouses where the product is being shipped from. Sellers using a 3PI app might face some issues with inventory stock availability. Check App location in Shopify under > Settings > Locations > App Locations.

3. Enable "Continue selling when out of stock" feature on Shopify

When creating your product, under inventory, ensure "Track Inventory" is checked. This is generally checked by default. You can choose another option to "Continue selling when out of stock". Once this is checked, the product will be available for overselling when out of stock. However, be aware that this might affect other fulfillment integrations. Go to Shopify > Products > Add Product. Click "Continue selling when out of stock"

4. Maintain separate TikTok inventory for Shopify Products through disabling the Inventory Sync option in the 1P app

To manage your TikTok inventory separately from your Shopify products, you can disable the Inventory Sync feature in the TikTok 1P app. This allows you to have distinct inventory levels for the same products on both platforms.

Q: My order didn't sync to Shopify and I can't ship it. What should I do? Error "This order includes one or more products that don't exist in Shopify yet. To create this order in Shopify, map your products in the catalog section first. This order will then automatically re-sync and will be created in Shopify. You can also manage this order in Seller Center"

If you see this message under under Shopify > Tiktok app > Shop Management > Order status list tab, you should first map your products to category templates in the "Products on Shopify" tab. This step is required for all products that have not been mapped correctly. Once you have completed the mapping of your products, orders will automatically re-sync as per the system's process, addressing the sync error.

Q:

I'm seeing errors on courier name on my orders.
The following section describes the order error scenarios you might encounter and what you should do.