Tiktok Shop orders not syncing to shopify

[Esoterica]

Hello, 

I keep having an issue with the TikTok app within shopify. I have all my products mapped and imported over to my tiktok shop from my shopify store. All are linked and set to the right category template yet when an order comes through sometimes shopify will allow me to fulfill it and it goes to the supplier for me to fulfill and then others say that the order cannot be created on shopify. This is the exact error message I am getting for these "We couldn't create this order on Shopify. To resolve this issue, open a ticket with TikTok Shop Support." 

This is under the Order Management and Order Sync Status page within the TikTok ap

Does anyone know how I can fix this. I have contacted tiktok support opened tickets and also spoke with a representative and no solutions have been given yet. 

Please help.

[JoesIdeas]

What does TikTok Shop support say?

Do they give any reasons, or any clues?

Did you analyze the orders to see what's different, and do a test order similar to a rejected order, experimenting with the different order options to try and rule out why they wouldn't create it?

That seems like it would reveal the issue.

[Esoterica]

Thank you for the reply, Yes so I have done 2 different tests now where I have purchased the items from seperate tiktok accounts and its at random. At first I noticed an issue when an order was placed for the item and it was cancelled this was from another customer. They said they did not cancel it. So I placed a test order with two items. One of the items went through the other one did not. It gave me that error. I contacted tiktok customer service and they said this:

"If you see this message under Shopify > Tiktok app > Shop Management > Order status list tab, you should first map your products to category templates in the "Products on Shopify" tab. This step is crucial in the newer version of Shopify (v1.5) to resolve the transfer issue. Once you have completed mapping your products, the orders will automatically re-sync as per the system's process, addressing the sync error." 

After I contacted them I tried a test order again with the same product. The second time the item that did not go through the last time went through fine, but then the other item in the order did not and I got that error message again. So I contacted them again and they just said the same thing. Product needs to be mapped. Yet it already is mapped. 

[Esoterica]

Here is an update. I tried a couple more test orders and it seems that when an item is placed for order by itself it will go through, if multiple items are on the order from the same shop, only one of those items goes through. Others get that error message. I contacted tiktok customer service again and they have escalated it to be investigated further. Just waiting for another response from them. 

[JoesIdeas]

Hmm, yeah that sounds strange. Good testing strategy though, seems like you have it narrowed down.

It sounds to me like it's a problem with the TikTok app that's creating the orders. There are likely logs with more details about why it didn't get created, because when you create an order in Shopify it will either say yes or give a message what's wrong with it. So the support you're working with just needs to find a way to see exactly why that order was not created. I know this because we're currently building out a TikTok order sync functionality (for UK and USA) and have successfully created Shopify orders from TikTok orders, prior to those successful tests any failure would tell exactly why the order could not be created.

From your analysis, it sounds like they are compiling the line items incorrectly, if the same item goes through when it's by itself, but not if it's the 2nd item of a multiple item order.

It sounds like this could only be solved in TikTok or the TikTok app you're using. Good luck with the solution, that sounds like a pain. Only other idea I can think of is to set up notifications / tagging for orders from TikTok with more than 1 item in them, for your staff to investigate (until the correct solution is implemented of course).

[Shirley]

Hi @Esoterica, did you solve the problem?