Articles on: Order Syncing

FAQs Related To Shopify Customer Email, Phone Number And Shipping Address

Plans: All plans Platforms: Shopify


Have you ever encountered a situation where your Shopify orders seemed to lack essential customer details or contained incorrect information? If so, you're not alone. In this article, we delve into the reasons behind this occurrence and shed light on how AfterShip Feed handles these puzzling scenarios.

In this article, we will discuss:
Understanding the issue
Uncovering the causes and solutions

Understanding the issue

You may have noticed that the customer email on Shopify orders is a TikTok encrypted email rather than a real email, sometimes your order may lack a customer phone number or all your orders' shipping address is marked by [*].

There are 5 scenarios mentioned below that explain the combination in which your Shopify customer’s name, email, phone number, and shipping address can be impacted.

Customer nameEmailPhone numberShipping address
Scenario 1marked by [*]Encrypted emailEmpty ( invalid because marked by [*] )Marked by [*]
Scenario 2Encrypted email
Scenario 3Encrypted emailEmpty (invalid format)
Scenario 4Empty, but updated after the 1 hour remorse periodEncrypted emailEmpty (TikTok doesn’t provide within the remorse period)Empty, but updated after the 1 hour remorse period
Scenario 5Uniform name: TikTok OrderUniform emailEmpty

Uncovering the causes and solutions

Encrypted email

TikTok Shop does not provide the buyer's original email, only the encrypted email. The encrypted email format is as follows:

US email example:
UK email example:

This is the reason why customer email is encrypted in [Scenarios 1, 2, 3, 4].

Empty phone number

We receive many inquiries from customers: Why does my order not have a phone number? There are several reasons:

The format of the phone number is invalid [Scenarios 3]
Phone number is marked by the asterisk signs (See point 3 for details) [Scenarios 1]
TikTok on-hold orders do not provide a phone number (See point 4 for details) [Scenarios 4]
Configured customized customer email (See point 5. for details) [Scenarios 5]

Shipped by platform vs shipped by seller

When an order’s shipping method is Shipped by Platform, merchants need to print labels from TikTok Shop's carrier account within the TikTok Shop Seller Center (TTS) and then allocate the package to the carrier assigned by TTS. Accordingly, TTS marks the buyer's address (including name and phone number) with [*] to prevent merchants from shipping these orders repeatedly.

When an order is Shipped by Seller, the merchants get the complete shipping address.

[Scenario 1] is caused because the order is Shipped by Platform. To change the shipping method to Ship by Seller, please change your shipping option in the TikTok Seller Center. For more information please refer to this article.

TikTok on hold order status

TikTok Shop has implemented a new on-hold order status to match the 1 hour remorse period policy, During this one hour, TikTok wouldn't provide any customer information (e.g., shipping address, billing address) until the one-hour time window is passed.

If you opt for the Sync to {e-commerce} immediately order syncing rule, Feed will update the address, customer name, and order status after the 1 hour remorse period. You can find this feature within your AfterShip Feed admin panel, under Settings > Order sync > Sync rules for TikTok Shop orders on hold .

[Scenario 4] is caused by an on-hold order syncing rule. We recommend the option Sync to {e-commerce} after 1 hour if your downstream system does not support receiving updates on order status and address.

Customized email

Occasionally, your warehouse requires customer email to function, but you don't want encrypted emails to mix up your system. To address this issue, AfterShip Feed allows you to provide a customized email address. Once configured, the upcoming orders’ Customer name will be labeled as TikTok Order, and the customized email will be displayed in the Contact information. Since we do not support custom fallback phone numbers yet, orders will not have phone numbers.

You can find this feature within your AfterShip Feed admin panel, under Settings > Order sync > Customer email .

If you find that your order matches the description of Scenario 5, it means that you have configured a customized email, and you can change it to Sync customer email from TikTok Shop at any time.

Updated on: 25/04/2024

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