# Connect TikTok Shop

Answer TikTok Shop buyers from the inbox, and get every shop order in Orders with its TikTok status, kept up to date.

Connect your **TikTok Shop** so chats from buyers land in the **Inbox** and your team answers them from Ha Tang. Every order of the shop is also copied into **Products → Orders**, with TikTok's own status next to the order stage, and kept up to date.

This guide covers the shop. For direct messages and comments on a TikTok account, see [Connect TikTok](https://hatang.dev/help/channels/tiktok).

## What it supports

| Area | Supported |
|---|---|
| Incoming | Buyer text, images (copied into Ha Tang), videos (as a link), product and order cards (shown as a line with the product name or the order id) |
| Outgoing | Text (long messages are split into parts of 1,900 characters), images up to 5 MB; other files go out as a download link |
| Messages from Seller Center | Replies your staff send from TikTok Seller Center appear in the conversation as agent messages |
| Read status | When an agent reads the conversation in Ha Tang, it is marked read on TikTok |
| Orders | Every order, created and updated in **Orders** with its TikTok status |
| Reply window | None: you can reply at any time |

TikTok's system and bot notices are not brought into the inbox.

## Before you start

- You can sign in to TikTok Shop Seller Center as the shop owner and approve apps.
- You have the **Manage** level on the Customer Support module.
- The business has at least one **website** under **Customer Support → Channels**. Without one, connecting fails with "Add a website under Customer Support → Channels first, then connect TikTok Shop."

## Connect the shop

1. Go to **Customer Support → Channels**, click **Add channel** and pick **TikTok Shop** under **Social**.
2. If the business has several websites, choose one under **Attach new connections to site**.
3. Click **Connect shop**. TikTok opens its authorization page.
4. Sign in as the seller and approve the app for your shop or shops.
5. Back in **Customer Support → Channels**, each authorized shop appears as its own row under **Social** with the status **Active**.

The shop's page shows its ID, its **Region**, when it was connected and the last message or event received.

### Starting from TikTok's side

You can also approve the app from TikTok, for example from the app's listing in Seller Center. Sign in to the Ha Tang dashboard first, in the business that should own the shop: the shop joins that business, on its first active website. If you are signed out, Ha Tang asks you to sign in and then finishes the connection.

## Orders

Each order of the shop is created in **Products → Orders** and updated when its status changes. TikTok's status sets the order stage:

| TikTok status | Order stage | Paid |
|---|---|---|
| `UNPAID`, `ON_HOLD` | New | `ON_HOLD`: yes; `UNPAID`: no |
| `AWAITING_SHIPMENT`, `AWAITING_COLLECTION` | Confirmed | Yes |
| `PARTIALLY_SHIPPING`, `IN_TRANSIT` | Shipping | Yes |
| `DELIVERED`, `COMPLETED` | Done | Yes |
| `CANCELLED` | Cancelled | No |

What each order holds:

- **Items.** TikTok lists one line per unit; Ha Tang groups them by SKU, so you see "× 3" instead of three lines.
- **Amounts.** Shipping fee and discounts (seller and platform). The total is what the buyer paid.
- **Shipping address.** Recipient name, phone and address.
- **Note.** The buyer's message, the tracking number and carrier, and the cancellation reason when there is one.

Ha Tang also re-reads every order updated in the last 24 hours once an hour, so an update TikTok failed to send is caught up. See [Orders](https://hatang.dev/help/products/orders) for working with orders.

## Distribution and automation

To send shop chats to one team, tick **TikTok Shop** under a [distribution rule](https://hatang.dev/help/automation/routing-rules)'s **Channels (none ticked = any)**. Flows, canned responses, the [AI assistant](https://hatang.dev/help/ai/ai-overview) and reports work as on other channels.

## Authorization and reconnecting

- Ha Tang renews the shop's access on its own every hour.
- When TikTok warns that the authorization expires soon, the shop's page shows "TikTok Shop authorization expires soon: click Reconnect to renew it." Click **Reconnect** next to the warning and approve the app again on TikTok. The shop keeps its conversations and orders.
- If the seller removes the app's authorization in TikTok Shop, the shop's status changes to **Off**. If TikTok rejects the access, it changes to **Needs reconnecting**. In both cases, click **Reconnect** on the shop's page.

![A TikTok Shop that needs reconnecting: the error and the Reconnect button](https://hatang.dev/help/img/en/channels/tiktok-shop-reconnect.webp)

Connecting the same shop again in the same business keeps its conversations and orders. Click **Disconnect** at the bottom of the shop's page to stop new chats from reaching the inbox; past conversations are kept.

## Limits

- You cannot start a conversation with a buyer from Ha Tang; the buyer writes first.
- Returns and cancellations are not separate events; a cancelled order shows as **Cancelled** with its reason.
- Product catalog sync and shipping labels are not available.

## Troubleshooting

| Problem | Cause | What to do |
|---|---|---|
| "No shop was authorized for this app" | You approved the app without selecting a shop | Connect again and select the shop |
| "Connect session expired, start again" | More than 10 minutes passed during the authorization | Click **Connect shop** again |
| Status **Off** | The seller removed the app's authorization | Click **Reconnect** |
| Status **Needs reconnecting** | TikTok rejected the access | Click **Reconnect** |
| An order is missing or out of date | A status update did not arrive | Wait for the hourly catch-up |