New Changes to TikTok Shop Order Status Sync: On Hold

Overview

TikTok rolled out a significant update, the introduction of the On Hold order status. This tweak to the order process brought with it some noteworthy alterations. When a buyer places a paid order on TikTok, their order status will read On hold for one hour. During this brief period, buyers have the flexibility to cancel their orders without requiring the seller's approval. Merchants too need not have to approve the buyer’s cancellation request during this 1-hour window.

However, this change from TikTok Shop has brought with it certain cons that need to be addressed and rectified by providing merchants with more options to increase their flexibility in handling order syncing to TTS and minimize the potential losses.

What you'll learn

In this tutorial, we will discuss:

• What was the change?
• What’s the issue with the change?
• What options do you have?
• What do you need to do?

What is the On-hold order status?

On August 14, 2023, TikTok introduced the On Hold order status under which the order status will show the On hold status for 1 hour (remorse period) whenever a buyer places a paid order on TikTok.

• The orders with the On hold status do not not support tracking numbers. This means if you fulfill an order on your eCommerce platform before the 1-hour window has passed, your tracking number will not be synced to TikTok Shop.
• TTS does not provide the buyer’s information or shipping address until the orders with the On hold status do not pass the 1-hour window
• Regardless of whether the order is on hold or not, the buyer can cancel the order at any time within the 1 hour after the order is paid, without needing the merchant's permission.

Product category rules for on-hold status

• The product category of the items in the order also affects whether on-hold applies.
• Most categories support on-hold orders.
• Only a small number of specific categories are exempt and will never produce on-hold orders.
• Orders that include products from these exempt categories will skip on-hold and go straight to awaiting shipment.

What’s the issue with the change?

TTS’s new policy allows customers to cancel the order any time they deem fit within the 1-hour remorse period, irrespective of whether the order is on hold or not, without seeking the merchant’s approval. During that 1 hour if the merchants fulfill the order from their end, it can cause them potential losses.

To address this concern and minimize losses, AfterShip Feed now offers merchants more freedom to choose how they wish to sync their order status to TTS with the introduction of new options. The merchants can now select the option that best suits their business operations and helps mitigate potential losses.

What options do you have?

There is a feature called Sync rules for TikTok Shop orders on hold that can be found in your AfterShip Feed’s Order sync settings.

We have 2 options for how AfterShip Feed deals with orders on-hold.

Option 1: Sync to {e-commerce} immediately

1. To reduce fulfillment errors, orders without shipping addresses will first show as Unpaid on your {e-commerce} platform, then update to Paid once TikTok Shop provides complete address information (billing address will be missing from the Shopify orders as the platform does not support it).
2. If your {e-commerce} platform’s downstream system doesn’t update order information, we recommend choosing Sync to {e-commerce} after 1 hour.
3. Inventory levels are updated immediately when the order is synced to the {e-commerce} platform.

Option 2: Sync to {e-commerce} after 1 hour (recommended)

TikTok Shop withholds the buyer’s full shipping address for 1 hour after payment. Only after this 1-hour window does the order contain complete and final address information.

By syncing orders after the 1-hour delay, merchants can:

• Ensure the shipping address is complete and accurate
• Reduce fulfillment and delivery errors caused by missing or updated address details

Why this is set as the default

Many merchants use automated shipping systems or warehouse management systems (WMS) on their e-commerce platforms. These systems:

• Automatically process orders as soon as they are received
• Often do not support shipping address updates

If an order is sent to the warehouse during the 1-hour address-withholding window, it may be shipped with incomplete or incorrect address information. To prevent this, order syncing after the 1-hour window is enabled by default, ensuring warehouses do not ship too early.

Inventory protection: "Immediately deduct inventory from Shopify"

To prevent overselling, merchants can enable the option immediately deduct inventory from Shopify

How it works

• When an order is placed and enters the on-hold status:

a. A draft order is created in Shopify

b. The draft order reserves inventory but does not include full buyer information

• When the order transitions from on-hold > awaiting shipment:

a. The draft order is deleted

b. A real Shopify order with complete buyer details is created and synced

If the buyer cancels the order

• The draft order is deleted
• The reserved inventory is released back to stock

Default settings

• This inventory-deduction feature is enabled by default for new users
• Existing users must manually enable and configure this option if they want to use it

What do you need to do?

It's important to stay informed about the modifications to TikTok Shop's order statuses and regulations, as well as the solutions provided through AfterShip Feed.

Shopify Users: You have the flexibility to opt for either Option 1 or Option 2 within AfterShip Feed > Settings > Channel Settings > Order Sync Settings. Feel free to switch between these options as needed.

WoCommerce and Salesforce Commerce Cloud Users: You too have the flexibility to opt for either Option 1 or Option 2 within AfterShip Feed > Settings > Channel Settings > Order Sync Settings. Feel free to switch between these options as needed.

All Platform Users: You only have the second option, Sync to {e-commerce} after 1 hour (recommended). To check for TikTok Shop orders currently on hold, simply navigate to AfterShip Feed > Orders. Stay updated on any potential order changes and ensure a seamless experience for both you and your customers.

If you have any questions, please contact our support team.

Updated on: 19/01/2026