FAQs
1. Why does the order status show On Hold?
When a buyer places an order on TikTok Shop, the order status will initially be "On Hold" for one hour, which is a TikTok Shop policy. During this time, buyers can cancel the order without any responsibility and seller approval, and sellers are not required to fulfill the order.Once the order status changes from "On Hold" to "Awaiting Shipment", Datech ShopSync will automatically sync the order to your Shopify seller center and notify you to fulfill the order.
2. Can I turn off the order syncing feature?
ShopSync does not support the option to cancel automatic order syncing. If you are not fulfilling orders on Shopify, you can ignore this, as it will not affect the order status on TikTok Shop.
3. Why sync duplicate orders to Shopify?
Duplicate orders are likely occurring because you are using multiple TikTok Shopify connectors. We recommend that you consider removing any other tools that interface with your Shopify and TikTok accounts, and just keep ShopSync. Our platform has comprehensive features that should cover all your syncing needs. This should help eliminate any conflicts and prevent further duplication.
4. Why can't I see the buyer's information and address, it's replaced with *?
This is because your shipping_type is TIKTOK, just change the fulfillment_type to FULFILLMENT_BY_SELLER and the shipping_type to SELLER. But note that this will only work for new orders.
5. Can ShopSync synchronize historical orders?
ShopSync currently does not support synchronizing historical order information. Sorry for the inconvenience!
6. Does ShopSync automatically and in real time sync orders between TikTok Shop and Shopify?
Yes, when there are new TikTok Shop orders, ShopSync will automatically sync them to Shopify, and you can fulfill the orders on Shopify. Once you fulfill an order, the logistics information will also be automatically synced to TikTok Shop, and the order status will update without any action needed from you.
7. What If I Have More Than 1,000 Orders to Sync?
If you have more than 1,000 orders that need to be synced, please feel free to contact us via email support@datech.ai or through our online customer service. We will provide you with a customized solution.
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