Tiktok Shop Academy

Having Issues Printing Labels?

12/23/2023

Summary

What are the common label printing errors on TikTok Shop and how can they be resolved?

  • Common errors include incorrect address formatting, outdated contact information, and using special characters. Ensure correct details and avoid special characters.
  • If issues persist, disable and re-enable the carrier in Shipping Options, re-sign the agreement, and retry.

What should sellers do if they encounter specific shipping label issues, such as incorrect dimensions or address errors?

  • If dimensions are incorrect, the entire order must be canceled and reordered; labels cannot be reprinted.
  • Incorrect business/return address cannot be corrected after printing; ensure accuracy before printing.

How can sellers manage shipping options and carrier preferences on TikTok Shop?

  • Changes to shipping options only affect future orders; current orders must be fulfilled as initially set.
  • Ensure the preferred carrier is enabled in Shipping Options and available during label creation.

What steps should sellers take if they encounter the "Failed to obtain shipping fee" error?

  • Refresh the page and try again in 2-3 minutes. If the issue persists, contact Customer Support for assistance.

What actions should be taken if a seller's shipper account registration fails?

  • Update information on the Shipping Options and Registration pages. Submit changes and check for specific error messages if registration fails.

Error code troubleshooting

  • Earlier this year, TikTok Shop rolled out an updated shipping label page to make it easier than ever to print labels. While seller feedback to the change has been overwhelmingly positive, we still want to provide you with the necessary tools to quickly and reliably debug any label printing problems.
  • Below, we've provided some additional context and clear steps to address some of the most common label printing errors.
Error
Formatting Requirements / Next Steps
Failed to obtain Shipping FeeThere may have been a timeout with your shipping provider when attempting to obtain shipping fees for your order. Please try again in 2-3 minutes. If you still experience issues, please contact Customer support using the instructions below this table.
Seller shipper account registration failure
  1. Visit the Shipping Options page for guidance on how to update information.
  2. Modify your information on the Registration page.
Submit changes. Successful registration removes the hint; if unsuccessful, you will receive a specific error message indicating the issue field.imageimage
Unable to deliver to buyer addressPlease contact the customer and inform them that their address is invalid, and to check for any typos, etc. Please check to make sure to advise the buyer to check whether the address is accepted on this website:https://tools.usps.com/zip-code-lookup.htm
No errorPlease contact customer support using the instructions below this table so we can further assist you
Print failed - Logistics ProviderDifferent shipping carriers have different weight and size limits that their sellers must adhere to. You can see weight and size limits for all relevant TikTok Shipping carriers in the TikTok Shipping Overview in Seller Academy.
  • Common mistakes include:
    • Putting the city on address line 1, using a PO box, missing suite# or street#, including special characters like ( ) * & in the name or address line
    • Using an inaccurate or out of date phone # or email address in your account registration
  • If you have any other issues, please feel free to contact TikTok Customer Support team by going to the Help Center in Seller Center
If none of the above have fixed the problem, we recommend navigating to the Shipping Options page, then selecting the TikTok Shipping option. From there, please disable and re-enable the carrier, re-sign the agreement, and try again.

FAQ

  1. I made a mistake on the dimensions, can I cancel label and re-print it?
    1. Unfortunately, you cannot. The entire order would have to be cancelled and the customer would have to place a new one.
  2. Where can I find my shipping labels?
    1. This can be found on Seller center under Manage orders > Shipping labels
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  1. I made a mistake on the Shipping options. Would I be able to swap between Merchant Shipping (formerly known as Ship via Seller) and TikTok Shipping (formerly known as Ship via Platform) on orders that are placed on my store?
    1. At the moment, this is not possible. Changes made on the shipping options only reflect future orders placed after the change has been made. Please fulfill the orders that were placed on your shop as the shipping option it came in as. Communicate any updates to your customer as needed.
  2. I made a mistake on my business/return warehouse address on the shipping label, can I cancel and re-print it?
    1. If you have already printed it, there is no way to correct the ship from address at this time.
  3. I am unable to choose my preferred carrier from the list at the shipping labels page. How can I fix this?
    1. Please check to see if the desired preferred carrier is enabled on the shipping options. Then check again to see if the option is available at label creation page.
  4. I am currently seeing "Failed to obtain shipping fee" where the shipping fee is normally shown. How can I fix this before I purchase the label?
    1. Please refresh the page. If the issue persists and you are still unable to view the shipping fee, please contact Customer Support.
For all other issues not listed here, please contact Customer Support.
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