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

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

Open TikTok Shop Seller Center

1. Log in to the TikTok Shop Seller Center (US version)
2. Navigate to the Orders section in the sidebar

Choose the Shipping Option

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

Shipping via Platform (Fulfilled by TikTok):

• If you select this, your orders will be fulfilled through TikTok Shop’s partnered third-party logistics provider.
• TikTok Shop USA will handle product transfer to their warehouse and manage final delivery.
• However, customer information will remain hidden — names and contact details will appear as asterisks (**).

Shipping by Seller (Self-Shipping):

• If you want full customer information to be visible, choose the Shipping by Seller option.
• This means you are responsible for packing and shipping the order using a supported US carrier (e.g., USPS, UPS, FedEx).
• You must set up a Shipping Template to define your shipping rules and zones.

Create or Edit a Shipping Template

• If no shipping template is added yet, click “Add New Template”.

• If a template already exists, click “Edit” to modify it.

Set Up Shipping Template

Fill out the shipping template form as follows:

• Template Name: Enter a name for your shipping template.
• Shipping Fee Template: Here you can specify the regions you do not want to ship to. Users in these areas will not be able to place orders.
• Delivery Zones: Add or edit the regions you will ship to.
• Shipping Rules: Set shipping costs based on product weight,
• Unassigned Areas: If any areas are not assigned to a region, they will be displayed here.

Submit and Enable Shipping by Seller

• After completing the template, click Submit.
• Then enable the “Shipping by Seller” option on your shipping settings page.

Customer Info Access

Once you’ve enabled “Shipping by Seller”: You will be able to view complete customer details (name, phone number, and address) in new orders.

Note: Orders placed before enabling this option will still show asterisks () instead of customer names.

Updated on: 26/09/2025