If a TikTok order comes through to your Inkthreadable account with the customer's details hidden by asterisks (***) or missing, we can't ship it. Here's why it happens and how to fix it.
Why it happens
TikTok hides the customer's name and phone number on orders that use Shipped via Platform. With that shipping type, TikTok arranges the delivery itself, so it doesn't share those details with apps like ours.
Our integration needs Shipped by Seller, because we ship your orders with our own carriers. New TikTok shops start on Shipped via Platform, so this usually happens when the shipping setup hasn't been changed, or the Shipped by Seller template isn't linked to your warehouse.
How to fix hidden addresses on TikTok orders
Step 1: Send us the details for any affected orders
We can't ship an order until we have the full address, so do this first.
In Seller Centre, go to Orders > Manage Orders.
Open the affected order.
Find the customer's full name and delivery address. You may need to click "Print Document" to see the shipping address.
Contact our support team via live chat or at support@inkthreadable.co.uk.
Send us:
your Inkthreadable order number
the customer's full name and delivery address
We'll update the address on your order and get it on its way. When the order is marked as shipped you'll get an email with the tracking details.
Step 2: Stop it happening again
Check that your shop uses Shipped by Seller.
In Seller Centre, go to Logistics > Shipping.
Find your shipping template.
Check the shipping method shows Shipped by Seller.
Check the template is linked to your warehouse.
If the method shows Shipped via Platform, or the template isn't linked to your warehouse, follow our guide to Set up your TikTok Shop shipping. You don't need to change your products. Your warehouse's shipping template controls the shipping type.
New orders then come through with the customer's full details.
Any questions? Reach out via live chat on our website, or email support@inkthreadable.co.uk.