How to resolve customer information encryption issues on TikTok Shop Orders?

If you notice that TikTok Shop orders have hidden or encrypted customer names and addresses, it is likely because your TikTok Shop is set to “TikTok Shipping.” When this option is enabled, customer details, such as names and addresses, are concealed from sellers for privacy reasons.

To view customer information and fulfill your orders, you need to select the “Seller Shipping” option in your TikTok Shop US shipping settings, as illustrated below.

1. Change Your Shipping Settings to “Seller Shipping”

Steps

Follow these steps to change your shipping settings to “Seller Shipping,” which will allow you to access customer information:

1. Log in to your TikTok Shop Seller Center.
2. From the left menu, go to Orders.
3. Click on Fulfillment Settings under the Orders section.
4. Select Shipping and Delivery.
5. On the Shipping Options page, you will see options for “TikTok Shipping” and “Seller Shipping.” Choose Seller Shipping from the options.
   • After selecting “Seller Shipping,” you can choose your preferred shipping provider from the list of approved providers.
6. Click OK to save your changes.

This adjustment will allow Zopi to access the customer’s shipping address without encryption, enabling you to fulfill orders quickly. Note that this change will only affect future orders placed after the switch; existing orders will remain unchanged.

The only way to handle current TikTok orders with encrypted customer information is to manually update each customer’s address in Zopi. Once updated, these orders will be ready for fulfillment.

To begin, identify the number of TikTok orders with addresses hidden by asterisks. Next, export these customer addresses in bulk for updates. Then, edit the customer address information directly within the Zopi app.

2. Manually Update the Customer’s Address for Current TikTok Orders

Steps

To manually update customer addresses for current TikTok orders, follow these steps:

1. Log in to Zopi > Order Center.
2. Access the Placement tab > Ready to Order / Needs Attention sub-tabs.
3. Navigate to the selected order and click the dropdown arrow next to the customer’s name.
4. Click Save to apply the new changes.

By following these steps, you’ll ensure that all customer information for future orders is visible and can be used to fulfill orders successfully through Zopi.