Managing Orders in TikTok Shop

Managing Orders in TikTok Shop

Purpose/Goal

The purpose of this Standard Operating Procedure (SOP) document is to provide a clear and comprehensive framework for effectively managing orders within the TikTok Shop platform. This SOP aims to ensure that orders nearing Service Level Agreements (SLA) are promptly checked and assigned tracking numbers from Shipbob or Amazon.

Resources Needed

• Tiktok Shop https://seller-us.tiktok.com/order?selected_sort=6&tab=all

• Shopify

• Shipbob

• Amazon Seller Central

Knowledge Base

• [Video link] - where can they go to learn more? YouTube? Video from Amazon Course?

• Best to attach videos on here

Attach Loom Video of SOP Being Done

• https://www.loom.com/share/15890ca7562146a9be5755724e6e7508?sid=093c2e66-d82b-4083-af60-93f52e511003
  https://www.loom.com/share/afb854e591bc44699a8990d5ab687468

Step 1 - Log in to Tiktok Shop

Step 2 - Manage Ship within 24 hours or less

Step 3 - Manage Cancellation requested

Request access from Josh Jackson. Please provide an email address for him to send the invite. Each TikTok shop requires a unique email.

1. Go to https://seller-us-accounts.tiktok.com/account/login and enter email id and password.

2. Go to Manage Orders under Orders Menu
    

3. Go to Action needed.

Items listed as "Ship within 24 hours or less" are orders that are nearing their SLA. These orders do not yet have an assigned tracking ID and may still be in transit. They will remain in this section until they are delivered.

1. When there are orders nearing the 24-hour SLA, click on the “View” hyperlink..
   

2. Under the "To Ship" tab, copy the order ID.

3. Paste the order ID into Shopify to find the corresponding Shopify Order ID. Copy the Shopify order ID (OSL TikTok orders are usually fulfilled via Amazon).

4. Enter the Shopify order ID in Amazon Seller Central under Manage Orders, then click Search.
   

5. If the order status is still "Shipping," it means there is no assigned tracking ID yet. Add a note in TikTok Shop indicating that the order is still "Shipping, no tracking ID yet."

6. If the order is in "Processing" status, click on the order details and copy the tracking ID.

7. Return to TikTok Shop and click on "Add tracking info."
    

8. Enter the tracking ID and shipping provider as shown on Amazon, then click "Submit 1 package."

1. If there are items in the "Cancellation Requested" section, click on "View."

2.  Copy the order ID.

3. Paste the order ID into Shopify to find the corresponding Shopify Order ID. Copy the Shopify order ID (OSL TikTok orders are usually fulfilled via Amazon).

4. Enter the Shopify order ID in Amazon Seller Central under Manage Orders, then click Search.

5. If the order is still in "Planning" or "Shipping" status, it can still be canceled. Click on "Order Details."

6. If the order does not have a tracking ID yet, the "Cancel this order" button will be visible. You can verify this by checking the Shipments tab, which should show zero (0).
    

7. Finally, go to Shopify and cancel the order to initiate the refund process.

• Ensure that the order canceled on Amazon Seller Central is actually canceled. Refresh the page or wait a few minutes for the status to update accordingly.