Understanding Order Status in SPL

Managing orders in SPL requires a clear understanding of each status. SPL reflects real-time updates from TikTok Shop, helping sellers monitor fulfillment, inventory, and shipping progress, while giving buyers visibility into their orders.

Below is a comprehensive guide to each order status:

📦 All Orders Overview

What It Means:

The All Orders view shows every order in your account, regardless of status. This includes:

• Unfulfilled
• On Hold
• Awaiting Shipment
• Awaiting Collection
• In Transit
• Delivered
• Cancelled

Purpose:

Provides a complete overview of your store’s activity, making it easier to track performance, manage inventory, and ensure no orders are overlooked.

⏳ On Hold Orders

What It Means:

Orders marked On Hold are temporarily paused by TikTok, usually for about 1 hour in some regions (mostly in US).

Purpose:

Prevents fulfillment errors and ensures accurate inventory and order data once TikTok releases the order.

Buyer Perspective:

• Buyers have a one-hour grace period to cancel without seller approval.
• Payment may be a temporary authorization, which becomes final after the hold period.

Seller Perspective:

• Fulfillment cannot begin; shipping labels cannot be created.
• Buyer’s shipping and recipient details are not available via the TikTok API.
• After the hold period, orders automatically move to Awaiting Shipment or Unfulfilled, enabling inventory sync.

Important Notes:

• Do not manually import orders while they are On Hold.
• Inventory sync occurs only after the order moves to Awaiting Shipment.
• Shipping and billing address details are not available during the On Hold period.
• Buyers may cancel or modify orders during this period.

📮 Awaiting Shipment

What It Means:

Orders marked as Awaiting Shipment have been processed and packaged by the seller. They are waiting to be handed over to a shipping carrier.

Purpose:

Indicates that the order is ready for carrier handoff and inventory is actively managed.

Buyer Perspective:

• The order is ready for shipment.
• Customers can expect the carrier to pick it up soon.

Seller Perspective:

• SPL begins syncing inventory once the order leaves On Hold.
• Fulfillment starts when tracking information is added.
• Inventory updates occur in real time after the order is imported into Shopify.

Potential Issues:

• Carrier delays may postpone pickup.
• Seller may not have added tracking, preventing SPL from starting fulfillment.

Awaiting Collection

What It Means:

Orders marked Awaiting Collection are waiting at the seller’s location or warehouse for pickup by a logistics partner. This is common in regions where the carrier collects packages rather than the seller dropping them off.

Purpose:

Indicates that the order is ready and waiting for the next step in fulfillment.

Buyer Perspective:

• The order is staged but transit has not started.
• Customers may experience a short delay until carrier pickup.

Seller Perspective:

• Inventory syncing begins once the order is imported from On Hold.
• Fulfillment officially starts once tracking information is added and the carrier picks up the package.

🚚 In Transit Orders

What It Means:

Orders marked In Transit have been collected by the carrier and are currently on their way to the customer.

Purpose:

Keeps both sellers and buyers informed about shipping progress and estimated delivery.

Buyer Perspective:

• The package has left the seller’s location.
• Tracking updates show the package’s journey and estimated delivery.
• If no scans occur for 7 business days, the package may be considered lost.

Seller Perspective:

• Provides visibility into shipping progress for both seller and customer.
• Allows proactive communication if delays or issues occur.
• Buyers can check status in the TikTok app under Orders.

Potential Issues:

• Abnormal delivery (lost, delayed, or damaged package).
• Communication may be required to resolve shipping issues.

✅ Delivered Orders

What It Means:

A Delivered status confirms the order has reached the customer successfully.

Purpose:

Confirms that fulfillment is complete and the order has reached its destination. Sellers can monitor for returns, complaints, or feedback.

Seller View:

• Visible in TikTok Seller Center under Manage Orders.
• Automatically updated once the logistics provider confirms delivery.
• For UPS/FedEx, a Proof of Delivery link may include a photo.

Buyer View:

• Open the TikTok app → profile → Orders icon → locate the specific order.

❌ Cancelled Orders

What It Means:

A Cancelled order indicates the transaction has been terminated, preventing shipment and payment processing.

Purpose:

Helps track unfulfilled orders, manage inventory, and identify potential process issues.

Reasons for Cancellation:

• Customer-Initiated: Change of mind, mistakes, or shipping corrections.
• Seller-Initiated: Stock damage, pricing errors, or delayed fulfillment.
• Payment Failure: Insufficient funds or declined payment.
• Platform-Initiated: Fraud suspicion, regulatory issues, or lost packages.
• Seller Inaction: TikTok auto-approves cancellations if the seller doesn’t respond within 24 hours.

Impact:

• No shipment occurs.
• Customer receives a refund.
• Both buyer and seller are notified.

Seller Action:

• Check TikTok Seller Center for cancellation reason.
• Adjust inventory if needed.
• Communicate with the buyer for clarification or satisfaction.

Inventory Sync Behavior

• Inventory does not sync while orders are On Hold.
• Once the order moves to Awaiting Shipment, SPL updates inventory in real time.
• Sellers should wait until the order leaves On Hold before manually importing or shipping to ensure accurate stock levels.

Updated on: 01/10/2025