(EU) Fix Hidden Customer Details (**** Issue) & Configure Shipping in TikTok Shop

If customer names in your TikTok Shop Europe orders appear as asterisks (), this indicates that TikTok Shop is handling order fulfillment, and customer details are intentionally hidden. To access full customer information, you must manage shipping independently by enabling the **“Shipping by Seller” option. The following steps explain how to configure your shipping settings properly.

Open TikTok Shop Seller Center

1. Log in to the TikTok Shop Seller Center
2. Navigate to the Orders section from the left-hand menu

Choose the Shipping Option

Click on Shipping Settings under your profile or store setup. You will see two shipping options:

Shipping via Platform (Fulfilled by TikTok):

• When this option is selected, TikTok Shop will assign your orders to a third-party logistics partner.
• TikTok will pick up your products, transfer them to their warehouse, and deliver them to customers.
• However, you will not be able to see full customer details — instead, asterisks (**) will be shown in place of names or addresses.

Shipping by Seller:

• To access full customer information, you must choose the Shipping by Seller option.
• This means you are responsible for packaging and shipping the order yourself.
• You must create or modify a Shipping Template to define your delivery regions and rules.

Create or Edit a Shipping Template

• If no template exists, click “Add New Template”.

• If a template has already been created, select “Edit” to update it.

Set Up Shipping Template

Fill out the required fields in your template:

• Template Name:

Provide a name for internal use (e.g., “EU Standard Shipping”).

• Shipping Fee Template:

Define which countries or regions in Europe you do not wish to ship to. Customers in these areas will not be able to complete purchases.

• Delivery Areas:

Choose countries or zones you will ship to — such as Germany, France, Italy, or specific regions like Western Europe or Scandinavia.

• Shipping Rules:

Set your shipping fees based on: Weight-based pricing, Order amount and Flat-rate shipping

• Unassigned Areas:

Any European countries or regions not linked to a delivery rule will appear here. You can choose to assign or exclude them.

• Once the shipping template is configured, click Submit.

Enable Shipping by Seller

• Then activate the Shipping by Seller setting in your shipping options.

Customer Info Access

Once “Shipping by Seller” is enabled:

• You will receive full customer details (name, phone number, shipping address) with each new order.

Note: Orders placed before this setting was enabled will still show asterisks (**), and full customer data will not be visible for those orders.

Updated on: 25/07/2025