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# Understanding Order Status in SPL

# 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/1_38h5f2.png)

### ⏳ 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/2_1wjdn4q.png)

### 📮 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/3_18hi590.png)

### 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/4_co674j.png)
### 🚚 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/5_yt2db.png)

### ✅ 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/6_139ku8c.png)

### ❌ 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/a/9/5/5/a9552c769f21a000/7_10zusqu.png)
### 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.