Articles on: Order Syncing

New Changes to TikTok Shop UK Order Status: On Hold

📢 What you'll learn

In this tutorial, we will discuss:

What’s the change?
What options do you have?
What do you need to do?

What’s the change?

Starting August 14, 2023, TikTok will introduce an "On Hold" order status. When a buyer places an order on TikTok, the order status will show as “On hold” for 1 hour. During this hour, buyers will be able to cancel their orders without requiring the seller's permission.

It's important to note that orders with an "On hold" status will not support tracking numbers, and there will be no buyer's info and shipping address given until it passes the 1-hour window. This means if you fulfill an order on your eCommerce platform before the 1-hour window has passed, your tracking number cannot be returned to TikTok Shop.

What options do you have?

There is a feature called Sync rules for TikTok Shop orders on hold that can be found in your order sync settings.

We currently offer 2 options for how AfterShip Feed deals with orders on hold:

Option 1

Sync orders to your eCommerce platform immediately and keep them on hold for 1 hour

Plans: All plans Platforms: Shopify Channel: TikTok Shop UK

If you select this option, AfterShip Feed will immediately sync orders on hold from TikTok Shop to Shopify, with the payment status shown as "Payment pending" and fulfillment status shown as "On hold". At this time, your inventory level will update, but the buyer's info is held. You will need to wait until the "On hold" status is removed before you can fulfill these orders.

Once TikTok Shop removes the "On hold" status from an order, the order's payment status on Shopify will change to "Paid", the fulfillment status will change to "Unfulfilled", and the buyer info will be updated automatically.

With this option, you won't need to worry about inventory update delays. However, if your ERP or WMS doesn't recognize the status "Payment pending", or doesn't support syncing status updates or shipping address updates from your eCommerce platform, you might run into issues when fulfilling orders.

Option 2 (Set as default)

Hold for 1 hour on Feed before syncing to your eCommerce platform

Plans: All plans Platforms: All platforms Channel: TikTok Shop UK

If you select this option, orders on hold will be tagged with an "Order blocked" sync status on AfterShip Feed. They won't be synced to your eCommerce platform until TikTok Shop removes the "On hold" status and updates the buyer's info.

This option might result in some overselling as your inventory will not update immediately after an order is placed, but rather only after the "On hold" status is removed.

What do you need to do?

You are advised to take note of and review the changes to TikTok Shop’s order statuses and rules, as well as the solutions we’ve provided you on AfterShip Feed.

For Shopify users, you can choose between Option 1 or Option 2 in AfterShip Feed > Settings > Order sync settings. You can change your choice anytime.

For non-Shopify users, only Option 2 is currently available. We are working on making Option 1 available for non-Shopify users as soon as possible.

For users from all platforms, you can view any TikTok Shop orders that are currently on hold by going to AfterShip Feed > Orders.

If you have any questions, please contact our support team.

Updated on: 18/08/2023

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