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

# (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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/image_1ivdum4.png)

### 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

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/2_1k8j1j1.png)

### Choose the Shipping Option
Click on **Shipping Settings** under your profile or store setup. You will see two shipping options:

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/3_17jeov.png)

### 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/4_jc5top.png)

### 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/5_lr0kob.png)

### Create or Edit a Shipping Template
* If no template exists, click **“Add New Template”**.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/image_1pm7s15.png)

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

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/image_1neq6eo.png)

### 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**.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/image_1nxti22.png)

### Enable Shipping by Seller
* Then activate the **Shipping by Seller** setting in your shipping options.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/6_dcj9lv.png)

### 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.