Tiktok Shop Academy

Logistics Fulfillment Best Practices

03/06/2026

Applies to:United Kingdom

Best Practices

TikTok Shop strives to provide a shopping experience that customers can have confidence in. The order fulfilment process is integral to a customer's online shopping experience. This is because a convenient and reliable process encourages customers to make repeat purchases from sellers.

  1. Choosing a Shipping Type

The best practices vary depending on the selected shipping type, and the steps for each are outlined in this article. For more information about each shipping type, refer to the dedicated pages below:

  1. Editing Product Weight & Dimensions

When uploading a product to Seller Centre, sellers must ensure that product dimensions and weight information are accurate. This helps prevent issues with shipping fee calculations and deliveries. More information on how to update this can be found in Seller Academy.

  1. Confirming Orders

Upon receiving an order, sellers should review their inventory to ensure that the ordered item is in stock and available for sale. If a seller discovers that they are unable to fulfill an order, they must follow the steps set out in our TikTok Shop Customer Order Cancellation, Return and Refund Guidelines to cancel the order.
All sellers must keep stock levels accurate to avoid cancellations and maintain Shop Health. Inaccurate inventory can result in receiving orders that cannot be fulfilled, leading to a high Seller Fault Cancellation Rate (SFCR).
Do
  • Maintain Stock Syncs frequently to avoid stock shortages and cancellations.
  • Ensure the stock is at the right location and sales channel.
  • Check the items in the Seller Centre with a low level of stock and prepare for replenishment in advance.
  • Ensure enough packaging consumable stock level.
Don't
  • Keep a high level of inventory in Seller Centre that is not physically in warehouse.
  • Print shipping labels without checking if there is sufficient stock to fulfill the order.

  1. Packing Orders

4.1 Packaging Orders

Sellers should pack all orders carefully to minimize the risk of damage during shipping and avoid extra costs, return handling, and refunds. They must also comply with all applicable laws and regulations concerning product packaging materials and use their own packaging materials. TikTok Shop does not provide boxes, labels, or protective materials to sellers using Shipped by Seller or Shipped via Platform. For more details, refer to the Shipment Labelling and Packaging Best Practices.
Do
  • Choose the right size and type of package for the product.
  • Only ship products that are permitted by the carrier.
  • In the case of special packaging requirements for liquids or sharp items (e.g. cutlery, fragile items, perishables, textiles, hazardous materials), sellers must follow the instructions of the logistics service provider.
  • Notify the carrier before shipping if the items require special handling.
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Don't
  • Enclose any messages that contain inappropriate information.
  • Request customers return the item in exchange for some benefit.
  • Include unauthorized marketing or promotional materials (such as pamphlets, display materials, price tags, stickers or other inappropriate information).
  • Send any products that the customer did not order.
  • Ship empty packages or incomplete order units.
  • Ship liquids or heavy products in the original boxes, which are not appropriate as shipping material.

4.2 Labelling the Order

To facilitate a smooth shipping process, all packages must have a shipping label securely affixed to the package including key information such as:
  • The customer's name and full postal address (including zip code or postal code).
  • The customer's order number.
  • The seller's full name and address.
To avoid parcel rejections, sellers must ensure that shipping labels are printed clearly and in the correct format. Labels must be printed horizontally in the required 102 x 152 mm size, with legible text and all information fully visible. Labels that are vertical, blurred, or contain unreadable text may be rejected by the courier. Sellers should only print the number of labels that match the parcels being fulfilled to prevent confusion, delays, and potential rejections during pickup.
Do
  • Ensure the printer is working properly.
  • Select and print the label only of the orders that are ready to be packed and dispatched.
  • Have the package prepared before printing the labels.
  • Make sure the sender and receiver information is visible.
  • Choose label material that resists moisture, abrasion, and transit-damage.
  • Make sure the package surface is clean, dry and free of dust or old labels before applying the new label.
  • When using master boxes, please identify them.
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Don't
  • Place labels over edges, seams, handles or over old labels.
  • Allow poor print quality or smudged barcodes.
  • Print more labels than capacity to prepare the packages.

  1. Dispatching Orders

5.1 Passing the Order to a Logistics Provider/Carrier

Sellers should ensure that their package(s) are collected by the relevant logistics providers. The steps sellers must take depend on if they have chosen the shipping type Shipped by Seller or Shipped via Platform.
Shipping TypeInformation
Shipped by Seller
  • Only use the TikTok Shop approved integrated carriers.
  • Upload a unique, valid tracking ID for each parcel in Seller Centre. Failing to do so can impact the Valid Tracking Rate (VTR).
  • The seller must complete all packing and upload the tracking numbers and the name of the shipping provider used within 2 business days, so order status will be updated to "To Ship - Awaiting Collection" and contact their carrier to collect the package or be ready for drop-off at the parcel shop/sortation hub.
  • After the carrier has collected the package, the seller should check if order status is updated to "Shipped."
Shipped via Platform
  • The seller must complete all packing and print the label, so order status is updated to "To Ship - Awaiting Collection" within 3 business days after order placement.
  • Sellers must ensure no collections are missed, as this can lead to delivery delays. To prevent this, sellers must ensure that the shipping template is linked to the correct warehouse address in Seller Centre, all packages are packed and ready in advance, and staff are present at the warehouse during pickup to hand over parcels to the courier.
Dropoff:
  • This means the seller must take their packages to a drop-off location of the assigned shipping service provider.
  • When sellers are not sure of which service provider they are assigned, check for a service provider name/logo on the label.
  • Sellers may drop them off at any location operated by the assigned provider.
  • When dropping off parcels, sellers should ensure all parcels are correctly scanned, and then check in Seller Centre that the order status is updated to “Shipped."
  • TikTok recommends sellers to drop off their parcels in the morning, so that orders can be picked up from the parcel shop on the same day.
Pickup:
  • The carrier will collect the seller's package the next business day from the time when label is printed, and typically the carrier will scan the orders within 24hrs after collection.
    • If carrier is not coming to collect after a label was printed the previous day, seller can raise a ticket in Seller Centre with the label "Failed Collection - [Courier Name + collection Date]."
  • After the parcel is scanned, the order status should be updated to "Shipped", which will be reflected in the "Manage Orders" panel in the Seller Centre.
    • If the status is not updated within 48h from collection, please raise a ticket in the Seller Center with the subject "Packages without update - Collection [Collection date]."
It is very important to keep evidence for each collection. Create a daily collection manifest that includes:
  • In case the carrier refuses to sign, raise a ticket in the seller center by stating the following:
  • Visible order number or carrier tracking number.
  • Total orders collected.
  • Signing or validation of the carrier.
  • Collection date.
  • Visual validation with signature from both seller and carrier.
  • Requests that the carrier physically validate the orders, and indicate the total amount collected. The carrier must sign the manifest, confirming the total number of packages delivered.
    "Incidence in Collection - Collection [Collection date]". Including:
    • Date of collection.
    • Carrier employee number (if available).
    • Photographs of the moment of collection.
          Most common issues in the collection:
          • The order was printed in the system after the collection date mentioned by the seller.
          • The product was out of stock, so the order couldn’t be shipped.
          • Multiple Tracking IDs were assigned to orders in Seller Centre, but shipped with the same label, due to physical combination of parcels without doing it in Seller Centre.
          • Sellers handed over parcels to the wrong courier, often due to multiple logistics providers collecting from the same warehouse.
          • Seller handover parcel with poor quality barcode/QR-code causing issue on scanning at the hub.

          5.2 Reviewing the Order Shipped Status

          If a package does not display updates on the tracking platform within 48 hours after it has been collected by the logistics provider, sellers must follow these steps.
          Shipping TypeInformation
          Shipped by SellerStep 1:
          • Make sure the order is in the awaiting collection status, if yes proceed to Step 2.
          Step 2:
          • Verify the tracking number uploaded in Seller Centre:
            • If the tracking number is incorrect, update it with the correct one.
            • If the tracking number is correct, or if the system doesn’t allow editing, and the status has still not synced, move to Step 3.
          Step 3:
          • Go to the courier’s website and check the status of the tracking number.
            • If the tracking status is not updated on the courier's website reach out to the carrier directly for advice.
            • If the tracking status is updated on the courier’s website but not in Seller Centre, proceed to Step 4.
          Step 4:
          • If the courier’s website shows a different delivery status than Seller Centre, or if there is proof that the order was delivered, a ticket should be created in Seller Centre. When creating the ticket, select the appropriate reason:
            • For discrepancies between the courier’s website and Seller Centre: “Picked up, but status has not been updated.”
            • For delivered parcels not reflected in the system: “Delivered, but logistics status not updated.” Include all relevant supporting information in the ticket.
            • Include the following information in the ticket:
              • Order number for each parcel.
              • Correct tracking number for each shipment (if different from what’s in the system).
              • Proof of shipment (e.g., screenshot of courier tracking page, photo evidence or CCTV).
            • Make sure the ticket is raised with complete information at least 72h before the cancellation date. This is the maximum SLA for our agents to resolve the issue.
          Shipped via PlatformStep 1:
          • Make sure the order is in the awaiting collection status, if yes proceed to Step 2.
          Step 2:
          • If there is proof that the order was delivered, a ticket should be created in Seller Centre.
            • Select the reason: "Packages without update - Collection [Collection date]" and attach evidence to the ticket (photo evidence or CCTV). All tickets must carry valid evidence:
              • Order number for each parcel.
              • Daily collection manifest signed by courier.
          Do
          • Produce and keep collection evidence. Keep physical or digital copies organized for dispute resolution.
          • Verify carrier identity before release. Confirm that the driver or collection agent matches the details provided by the carrier (name, ID, vehicle plate, or company badge).
          • Prepare parcels in advance: Ensure all parcels are labeled, packed, and ready for handover at the designated time to avoid delays or rushed handling.
          • Maintain a clean, organized collection area, preferably monitored (CCTV recommended).
          • If a collection is delayed, missed, or partially completed, record the incident immediately creating a ticket in Seller Centre.
          • Train staff on handover protocol to reduce human error.
          Don't
          • Skip collection verification and daily manifest production.
          • Leave parcels unattended in public or shared areas.
          • Overcrowd the collection area with parcels from other marketplaces.

          1. Reviewing Shipping

          6.1 Reviewing the Order Delivered Status

          Sellers should monitor their Seller Centre for information and the status of dispatched packages. The order status will be updated to "Delivered" after the carrier completes the delivery and updates the package status.

          6.2. Keep delivery leadtime below the expected SLA

          Sellers using Shipped by Seller must comply with the Delivery SLA of 4 working days from order creation. Missing this timeframe may negatively affect the On Time Delivery Rate (OTDR).
          Do
          • Dispatch all orders as soon as possible to avoid penalties from delays caused by the shipping provider.
          • Choose approved carriers with proven fast and consistent delivery performance within the service regions.
          • Ensure pickups are scheduled daily (including weekends if applicable) to avoid unnecessary delays in shipment handover.
          • Double-check buyer addresses and contact details to prevent delivery failures and reattempts that extend lead time.
          • Monitor all “Shipped by Seller” parcels to confirm they are progressing on time - intervene early if a parcel is stuck in transit.
          • Establish clear escalation channels with the courier to resolve late deliveries quickly.
          • Regularly review OTDR reports to identify bottlenecks (e.g., specific routes, couriers, or handling times) and improve processes.
          Don't
          • Ship orders from a different country if the default warehouse to fulfil the order is domestic.

          6.3 Order Fulfilment Appeals Process

          On the occasion of force majeure events or any other challenges that TikTok Shop sellers may face during order shipment and fulfillment, an appeal can be raised directly via your Seller Shop health tab. You can appeal directly in product as below:
          Step 1:
          • Login to the Seller Center > Account Health > Shop Health > Violation records.
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          Step 2:
          • Choose the correct violation from your account and click "View & Appeal."
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          Step 3:
          • Appeal the enforcement directly in product by clicking "Appeal."
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          Your appeal will then be evaluated by the TikTok Shop Help Team and replied to within 2 business days with either the acceptance/refusal of the appeal or a request for further information. A final decision will be communicated to you via support correspondence.

          1. Prohibited Behaviours

          In order to protect the safety and integrity of our platform, sellers are prohibited from engaging in the following behaviors.

          7.1 Shipping Prohibited Products

          Sellers must not sell or ship prohibited products as per the TikTok Shop Prohibited Product Guidelines. In addition, it is the seller's responsibility to comply with local laws and regulations. All sellers must also comply with the carrier's requirements on hazardous goods or products with shipping restrictions.

          7.2 Abusive Shipping

          Abusive shipping is strictly prohibited on our platform. Typical abusive shipping behavior includes (but is not limited to):
          • Shipping empty packages
          • Shipping incomplete order units
          • Shipping products that do not comply with the product detail page or order details
          • Forging shipping label information such as warehouse addresses, routes, receiver information, and delivery addresses
          • Tracking misrepresentation such as invalid shipping tracking numbers, duplicated tracking numbers, no logistics information after tracking ID has been provided for 24 hours
          • Inconsistency between customer's delivery address and the logistics route
          • Inconsistency between order and shipping data
          • All other inaccurate or wrong shipping information
          • Underpaid Postage: This includes, but is not limited to, instances where the postage paid is for a lower weight than that of the package sent.

          7.3 Shipping from Locations Outside the UK

          All sellers must ship their products from addresses and warehouses located within the UK. Sellers are reminded to adhere to the TikTok Shop Seller Registration Guidelines.

          7.4 Including Unauthorised Information on Labels

          Sellers should refrain from including unauthorised information on order labels.
          The shipping label should not include:
          • Hyperlinks
          • QR codes
          • Contact information from other platforms
          • Information that is irrelevant to the order
          For more information, please refer to our TikTok Shop Customer Order Shipping Guidelines and TikTok Shop Customer Order Cancellation, Return and Refund Guidelines for Sellers.
          Avanti Seller-Fault Cancellation Rate