Shopify to Tik Tok not sharing the tracking and carrier details.

[UKGuyzie]

Hello...hope all well. We are having a little trouble with our Shopify/Tik Tok channel-all the products have integrated across now from shopify to tik tok...we are getting orders from Tik Tok, that are loading on the shopify back office and being fulfilled by our fulfilment house.

However, the tracking details are loading on the Shopify back office for the tik tok order, but not transferring the tracking details across to Tik Tok..hence we are currently having to do this manually.

Any suggestions how we can get this process automated..many thanks

[Blair]

Hi @UKGuyzie ,

Thank you for reaching out to the Community!

As the TikTok channel is considered to be a third-party app, you will want to connect with TikTok directly. Their support team will be able to take a closer look to what's being tracked and what's not, to ensure this gets resolved.

Please let me know if you have any other questions. 

[UKGuyzie]

Hello Blair..thanks for the feedback, but we raised the issue with Tik Tok and they stated the issue lay with Shopify as the tracking details were not passing across to Tik Tok to show the order had been fulfilled i.e add in the tracking details.

We had this message on the shopify back office: Fulfill TTS order failed, do you have a fix for this?

[Shay]

Thank you for following up with us about this. I recommend connecting with our authenticated support team in our Help Center to report this issue and to share the message you received from TikTok about the app. This way we can see if it is something on our end that is not working. 

Generally speaking, apps like TikTok fully develop and support their sales channels connected to Shopify and their developers can report issues with the Shopify platform directly to our technical team when needed. Unfortunately, sometimes they push this onto the merchants to report themselves. To access our authenticated support, please follow this link: Shopify Help Center. Open the AI chat window and type "contact support" to get started. 

[NaughtyDaddy1]

Did you get a fix on this? I'm having the same issue and it's very frustrating!