What steps do I need to follow when fulfilling an order via Ship by TikTok?
Step 1: Review Order
- Review your customer's order and confirm if the ordered product(s) is in stock and can be fulfilled.
- If you cannot fulfill an order, then you can cancel it.
Step 2: Arrange Shipment and Pack and Label Order
- Select "Arrange Shipment", and pack and label the order in preparation for shipment. Follow our packing and labelling dos and don'ts when doing so.
Step 3: Hand Order to Carrier
- There are two ways to hand the order to our Logistics Service Provider (LSP) - Pick-up and Drop-off.
- If you want our LSP to pick up the order:
- Schedule a pick up and hand the package over to our LSP within the order fulfilment timelines.
- Our LSP will update the order's status in Seller Center > Manage Orders to "Shipped" once it has collected and scanned the package.
- If you want to drop off the package with our LSP:
- Select the nearest drop-off point in the Seller Center.
- You will need to drop the package off at the drop-off point within the order fulfilment timelines.
- Our LSP will update the order's status in Seller Center > Manage Orders to "Shipped" once it has collected and scanned the package.
Step 4: Check delivery status
- Our LSP will update the order's status in Seller Center > Manage Orders to "Delivered" once they have delivered the order to your customer and obtained their signature or acknowledgement that they received the order.
Frequently Asked Questions
What can I do if there is a delay on the LSP's end?- Raise a ticket with us in Help Center > Ticket Log > Contact Us > Topic > Complaints & Disputes > Logistic Issue.
What are considered "working days"?- A "working day" refers to any day from Monday to Saturday. Sunday and Public Holidays are considered non-working days.
Please click here to read our
TikTok Shop Customer Order Shipping Guidelines.
