How Do My TikTok Shop Orders Sync to Shopify?

SKU IQ grabs your orders from TikTok Shop and sends them to Shopify so you can fulfill your orders as you always have.

Overview

You may be wondering "How does SKU IQ get my TikTok Orders and send them to Shopify?" and "What happens after that?" This article is here to answer those questions! Let's take a look at order syncing for TikTok Shop and Shopify.

Important Notes

• At this time, we can only pull orders from TikTok Shop into Shopify - we cannot do the reverse! TikTok Shop is a one-way syncing platform only in regards to orders. We will not be able to populate Shopify orders into TikTok Shop.
• Orders synced from TikTok Shop into Shopify will come up with "TikTok Order" as the customer, along with an anonymized email that can be used to send chat messages to the customer about their order via the TikTok app. This email is not opted-in and must not be used for marketing. If necessary, you may need to configure your CRM to exclude emails from @chat-seller-us.tiktok.com from any outbound marketing. Please see this article for more details!

Quick Run Down of the Process

 

When a customer picks an item, they can choose to Buy Now or Add to Cart. Much like other eCommerce websites, Buy Now will allow your customer to automatically purchase the item if they have input their shipping information and credit card information, while Add to Cart will add it to their shopping cart so they can purchase multiple items from multiple stores all at once! 

@preppypineapple does an excellent job explaining how to use TikTok Shop!

 

2. The Order Appears in TikTok Seller Center

Your orders are going to appear under the Orders Tab in TikTok Shop's Seller Center. You'll need to click Manage Orders to see them all. 

All orders that are pending shipment will show up under the To Ship tab, while orders that are pending payment from your customers will be under Pending. (We'll touch on the other options farther down the article.) 

You can also use the ALL tab to see all of your orders together.

 

 

3. SKU IQ creates the order on Shopify with the "on hold" status.

At this stage, there is no payment or shipping information attached to the order, you'll be able to differentiate regular Shopify orders from TikTok ones by the Tags attached to them. They will always include the tags : skuiq, tiktok pos store and tiktokpos.

4. The "on hold" status lasts for 1 hour. During this period, customers can cancel their orders instantly with no charge. Orders canceled during this period will also be canceled in Shopify

Orders canceled during this 1-hour window will be visible on your TikTok Shop Seller Center. You can find them by clicking on Orders on your left-side menu, and then Manage Orders. In there, select the Canceled tab. To see the cancelation reason, click on the order status.

TikTok Shop Collects the Payments

TikTok Shop will collect payments from your customers - this includes any relevant taxes, shipping costs, and of course the payment for the item itself. TikTok will take a percentage of the payment as part of their commission. If you have questions about commission fees and payout schedules, please contact TikTok Shop Seller Support.

5. Once TikTok Shop has collected payment and the "on-hold" period is over, the order will flip to the "TO SHIP" status. SKU IQ processes it, including the shopper's shipping information to the Shopify order.

As soon as an order flips to "TO SHIP" in TikTok Shop, SKU IQ will grab that and send it over to Shopify with the shopper's shipping address and a FAKE payment on Shopify. The shopper's credit card is not charged by Shopify.  TikTok is the only place where a shopper's credit card is charged. This change can take anywhere from a few seconds to an hour. 

At this point, you'll be able to see the TikTok order on your SKU IQ orders page.

Remember that your orders must be fulfilled within the selected Shipping Options delivery time for your shop not to be negatively affected.

*  Delivery time is subject to future changes. Please check the TikTok Shop Academy for any new policy changes. This data is as of 02/16/2024.

7. Once Shopify has a valid tracking number and carrier, we send that information back over to TikTok Shop. 

When your tracking number is generated by whichever method you choose to ship via, as long as it's in a recognizable and valid format, we will grab it and send it back to TikTok Shop for you! 

Find out more information about tracking code formats for each supported carrier TikTok Shop accepts here.

Once TikTok Shop accepts the carrier and tracking information -  the package will be marked as Shipped.

7. TikTok Shop Emails Your Customers with Tracking Information!

TikTok Shop will be in communication with your customers via email with updates on tracking and where their package is on its journey to them! TikTok Shop takes care of all of that information for you so you don't have to. Customers can still contact you directly through the app - these messages will show up in your Seller Center under Buyer Messages. It's a good idea to check this area daily for new customer messages! You can also set up browser notifications so that you'll get a notification on your computer when you get a new message.

8. The Final Countdown Begins Upon Delivery!

Once the package is delivered, the return policy window opens. This window is 30 days long and requires that the customer reach out to you via the TikTok app to request a refund, replacement, or remedy. You have the option to customize your return policy, you can do that on your Seller Center Dashboard by selecting Orders on your left-side menu, and then Manage Returns on the dropdown. On that page, you should see an option to Customize Policy.

By default, customers can request a return and get a refund for the following situations:

• The product is no longer needed
• The product delivered is not in compliance with the contract of sale
• The wrong product, or a product with missing parts or accessories, was delivered
• The condition of the product upon delivery was incomplete, defective, damaged, or unacceptable
• The customer received a product that did not meet the description provided at the time of purchase
• The seller did not fulfill their delivery commitments (e.g. delayed shipping or delayed delivery)

For more information about TikTok Shop's return policies and how to fulfill returns check out these articles from TikTok Shop Academy:

• TikTok Shop Customer Order Cancellation, Return, and Refund Guidelines for Sellers - see Section 4 Return and Refund or Remedy After Shipping
• Manage Returns/Refunds
• After-Sales Automated Solution Tools for Sellers

9. Day 31: Order is "COMPLETE"!

On Day 31 post delivery, your order is then marked as "COMPLETE"! The return window is now closed for your buyer to communicate with you directly. The customer can still raise a return request through TikTok Shop itself through their Buyer Protection Policy, but that is handled by TikTok Shop. 

Is There Anything Else I Need To Do?

• Make sure that items that are on TikTok Shop are synced through SKU IQ! Items that are only on TikTok Shop won't sync correctly on orders. They will often miss information like variants (e.g. color, size, etc.) and will also show up with gibberish on Shopify if the item doesn't have a matching SKU on Shopify
• Double Check Your Orders on SKU IQ! It's important to us that your orders are syncing to Shopify correctly. After you get your first order on TikTok Shop, double check it on SKU IQ to make sure that it has a valid customer name (no asterisks in it) and that there's item data on it that links to a product in SKU IQ (there will be a hyperlink on the line item(s) for the item(s)!). If anything looks wrong, reach out to SKU IQ Support for assistance!