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.