TikTok Shop shipping update templates

A good TikTok Shop shipping update says the parcel is on its way and points the buyer to tracking in the TikTok app. Use chat for what the order page doesn’t explain: a delay, a split parcel, a pre-order that finally shipped. Below are 9 templates to copy. AeroChat answers “where is my parcel?” in buyer chat 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 shipping update templates to copy

Replace the words in double curly brackets with your own details. Keep tracking inside the TikTok app.

1. Shipped

When to use it: when the parcel is handed to the courier.

Hi {{buyer_name}}, your order {{order_id}} is on its way! Follow it in your orders in the TikTok app.

2. Packing delay

When to use it: when your packing runs late.

Hi {{buyer_name}}, sorry, your order {{order_id}} is taking a little longer to pack. It will ship by {{new_dispatch_date}}.

3. Courier delay

When to use it: when tracking hasn’t moved.

Hi {{buyer_name}}, we've seen your parcel hasn't moved in tracking for a few days. We're checking with the courier and will update you here by {{update_date}}.

4. After a sale

When to use it: when couriers are busy.

Hi {{buyer_name}}, thanks for your {{campaign_name}} order! Couriers are busy after the sale, so delivery may take a few extra days.

5. Split parcel

When to use it: when items ship separately.

Hi {{buyer_name}}, your order comes in {{parcel_count}} parcels. Each one shows its own tracking in the TikTok app.

6. Delivered, please check

When to use it: when tracking shows delivered.

Hi {{buyer_name}}, your parcel shows as delivered. Please check everything is there and tell us here if anything's missing.

7. Pre-order shipped

When to use it: when a pre-order ships.

Hi {{buyer_name}}, good news! Your pre-order {{product_name}} has shipped. Follow it in the TikTok app.

8. Missed delivery

When to use it: when the courier couldn’t deliver.

Hi {{buyer_name}}, the courier couldn't deliver your parcel. Check the tracking in the TikTok app for the next attempt.

9. Answer to “where is my parcel?”

When to use it: when the buyer asks.

Hi {{buyer_name}}, you'll find the latest tracking in your orders in the TikTok app. We ship within {{dispatch_days}} working days, and delivery takes {{delivery_days}} days to most areas.

Tips for writing your own

Tell buyers about a delay before they ask.
Point to tracking in the TikTok app, never an outside link.
Give a date for your next update.

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
Where is my parcel (9)	The buyer asks in buyer chat.	Your dispatch and delivery policy.
After a sale (4)	A buyer asks during dates you set.	Your campaign dates.
Courier delay, missed, delivered (3, 6, 8)	A buyer reports a delay or a missing item. AeroChat answers and passes stuck parcels to your team.	Your delivery policy.
Shipped, packing delay, split, pre-order (1, 2, 5, 7)	Messages you start yourself.	The order in Seller Center.

Copy this into AeroChat

When a TikTok Shop buyer asks where their parcel is, tell them to check their orders in the TikTok app for live tracking, and give our dispatch and delivery times from our policy. During sale weeks we set, add that couriers may take a few extra days. If tracking hasn’t moved for more than 5 days (example), or the parcel shows delivered but the buyer doesn’t have it, say sorry and pass the chat to our team. Never share an outside link. Reply in the buyer’s language.

Change the times and the hand-over cases before you paste it.

Questions

Can I paste the courier’s tracking link?

Point buyers to tracking in the TikTok app instead. TikTok Shop’s guidelines in markets such as Singapore rule out third-party links in chat.

What if the parcel is stuck?

AeroChat says sorry, explains what happens next and passes the chat to your team.

How fast must I answer parcel questions?

Within your market’s limit: 24 hours in the US policy, 12 hours in markets such as Thailand and the Philippines.

Answer TikTok Shop buyers in one inbox

Connect your TikTok Shop and add your delivery policy, and AeroChat answers every parcel question. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

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