TikTok Shop order confirmation templates

A TikTok Shop order confirmation message thanks the buyer, confirms the detail that matters and says when it ships. TikTok Shop shows the order in the app, so use chat for what it doesn’t cover: the shade or size check, the bundle contents, a pre-order date. Below are 9 templates to copy. AeroChat answers “did my order go through?” and “when does it ship?” at any hour.

TikTok Shop rules to know before you send

Reply within your market’s time limit. The US policy asks sellers to answer every inquiry within 24 hours and tracks a 24-hour response rate. Other markets, such as Thailand and the Philippines, measure replies within 12 hours. Check Seller Center for your shop’s market. See TikTok Shop response time.
Keep the buyer on TikTok Shop. TikTok Shop prohibits using chat to direct customers off the platform, including off-platform returns or refunds. Its guidelines in markets such as Singapore also rule out third-party links, QR codes and contact details. None of the templates below use outside links.
Buyer chat only. These templates are for TikTok Shop buyer chat, the messages buyers send your shop about products and orders.

TikTok Shop rules from TikTok Shop Seller University, checked 11 November 2026: the US Customer Service Policy and the Singapore Customer Service Guidelines. Rules differ by market, so check Seller Center for yours.

9 TikTok Shop order confirmation templates to copy

Replace the words in double curly brackets with the order details. Keep payment and tracking inside TikTok Shop.

1. Thank you and dispatch time

When to use it: after a new order.

Hi {{buyer_name}}, thanks for your order {{order_id}}! It ships by {{dispatch_date}}. You can follow it in your orders in the TikTok app.

2. Shade or size check

When to use it: when buyers often pick the wrong option.

Hi {{buyer_name}}, thanks for your order! You chose {{variant}}. Reply here by {{cutoff_time}} if you meant a different one.

3. Order from a LIVE

When to use it: after a LIVE sale.

Hi {{buyer_name}}, thanks for ordering during our LIVE! Your {{product_name}} ships by {{dispatch_date}}.

4. Bundle contents

When to use it: for sets.

Hi {{buyer_name}}, thanks for your order! Your {{bundle_name}} includes: {{bundle_items}}.

5. Pre-order

When to use it: for items that ship later.

Hi {{buyer_name}}, thanks for your pre-order {{order_id}}! {{product_name}} is due to ship on {{ship_date}}. We'll message you here if that changes.

6. Sale day order

When to use it: after a campaign.

Hi {{buyer_name}}, thanks for shopping our {{campaign_name}} sale! We pack orders in the order they came in, and yours ships by {{dispatch_date}}.

7. Fragile item

When to use it: for glass or electronics.

Hi {{buyer_name}}, thanks for your order! We pack fragile items with extra care. Please film a short video when you open it, in case anything is damaged.

8. Answer to “did my order go through?”

When to use it: when the buyer asks.

Hi {{buyer_name}}, if you can see it in your orders in the TikTok app, it went through. Orders placed today ship by {{dispatch_date}}.

9. Address check

When to use it: when the buyer mentions a new address.

Hi {{buyer_name}}, we ship to the address on your TikTok Shop order. If it's wrong, let us know before {{dispatch_date}}.

Tips for writing your own

Add what the order page doesn’t show.
Give a dispatch date, not “soon”.
Keep tracking in the TikTok app.

Send these automatically with AeroChat

AeroChat answers buyers in TikTok Shop buyer chat when they write, from the product details and policies you give it, in the buyer’s language. It hands problems to your team with the conversation attached. Orders, payment and shipping for TikTok Shop sales stay in TikTok Shop, so AeroChat points buyers to their order in the TikTok app. Keep the templates you start yourself ready to paste in Seller Center.

Template	What triggers it	Filled from
Did my order go through, address check (8, 9)	The buyer asks in buyer chat.	Your dispatch policy. The order stays in TikTok Shop.
Shade, size, bundle (2, 4)	The buyer asks about their options or set contents.	Your product details and bundle lists.
Thank you, LIVE, pre-order, sale, fragile (1, 3, 5, 6, 7)	Messages you start yourself after an order.	The order in Seller Center.

Copy this into AeroChat

When a TikTok Shop buyer asks whether their order went through or when it ships, tell them to check their orders in the TikTok app and give our dispatch time from our delivery policy: orders before 2pm ship the same day (example). If they ask what a bundle includes, list it from our product details. If they want to change the shade, size or address, pass the chat to our team with what they asked. Never share an outside link or contact details. Reply in the buyer’s language.

Change the dispatch times to match your shop before you paste it.

Questions

Should I message every buyer after an order?

Only when there’s something to add, such as a variant check. TikTok Shop already shows the order to the buyer.

Can I take payment outside TikTok Shop?

No. TikTok Shop prohibits directing buyers off the platform.

Can AeroChat read the TikTok Shop order?

AeroChat answers from your product details and policies and points buyers to their order in the TikTok app. Orders stay in TikTok Shop.

Answer TikTok Shop buyers in one inbox

Connect your TikTok Shop and add your dispatch policy, and AeroChat answers order questions at any hour. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

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On Shopify? Install AeroChat from the Shopify App Store.