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 check 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.

• 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 "Pending" period.
  • Note that customer cancellation of sport 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 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.

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.
  • Buyer receives a 'cancel success' email and the order status is reflected in the TikTok app.

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)
• 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)

Tips:

• 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.
  

NOTE:

1. 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.
2. 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

Notification Description and Resolution

The following section describes the 'notification' scenarios you might encounter and what you should do.

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.

For more information, see TikTok Shop Customer Order Cancellation, Return, and Refund Guidelines for Sellers on Seller Center Academy.

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.
Tips：You can check your Settings on the Shop Settings page for each of your shops.

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

Please note：All new and existing TikTok Sellers that onboard onto the TikTok for Shopify App will have their default shipping settings set to ‘TikTok Shipping’

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.

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
Note: For ‘Seller Shipping’, TikTok requires at least one shipping template that includes the shipping rate displayed to the buyer.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.

• 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 automatically updates in the TikTok Shop.
    • Buyer receives 'order shipped' + 'order delivered' email and order status shown within TikTok app.
• 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.
  • In case the tracking ID is invalid, not supported, or missing, the TikTok for Shopify App will notify you about any orders that need your attention via a notification banner on the overview page and under the Shop Management Tab (TikTok for Shopify App > Shop Management > order sync status & notification). You will then be asked to correct the tracking ID to ensure the correct order status is maintained and communicated to the buyer.
    

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 ShopifyNo 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"

Please follow the steps below on TikTok Seller Center

• 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.
    
    

Q2: How can I sync Shopify warehouse to TTS？In order to retrieve the correct warehouse information and also give flexibility for seller to set independent warehouse TTS. TikTok for Shopify will not sync your Shopify warehouse automatically to TikTok Shop, you can set warehouse and map warehouse in the shop setting-> fulfillment setting page.
Q3: Why do I need to complete carrier mapping on TikTok for Shopify?The supported carriers on TikTok Shop are different from that of Shopify. If you select shipping by seller, TikTok shop will provide the mapping relationship recommendation for you by default. But we still recommend that you double check the carriers mapping settings in the shop setting ->fulfillment setting page and make sure no changes are needed.