Articles on: General

Why isn't the customer data from TikTok orders syncing with Shopify?

Please Note if the TikTok orders are set as fulfilled by TikTok it will not sync order or data including customer details from TikTok to Shopify.

When an order is placed in TikTok Shop, that order has one-hour free cancellation window during which buyers are able to cancel their orders without notifying the Seller.

In this one hour time window the Order Status will be On Hold on TikTok Shop. If your order is " On Hold" in TikTok, the customer data may not sync to Shopify. This is because orders on hold are often incomplete or can be cancelled, and TikTok might restrict syncing full details until the order is confirmed and processed.

The On hold status will last one hour once the buyer pays for the order. After one hour, the order status will change from "On Hold" to "Awaiting Shipment" tab – at which point the customer details will be sync to Shopify and Seller will be able to create labels or add tracking info for the order.

Learn more about Order On Hold status on TikTok Shop from here.

Updated on: 27/03/2025

Was this article helpful?

Thank you!