If customer names and addresses in your EU TikTok Shop orders show as asterisks, it means TikTok is fulfilling those orders and hiding the customer details on purpose. To see full customer information, switch fulfillment to Shipping by Seller in TikTok Seller Center: open Shipping Settings, create an EU shipping template that defines the countries and regions you deliver to and your fees, then enable Shipping by Seller. New orders after that arrive with the customer's full name, phone and address.
Masked customer details are not a bug. They are TikTok telling you it is handling shipping through its own logistics partner, so it withholds the buyer's information. The moment you take fulfillment back into your own hands, that information becomes yours again.
This guide walks the fix for EU shops, from spotting the asterisks to configuring an EU shipping template and switching the setting on.
Selling in the UK instead of the EU?
This guide covers EU TikTok Shops, with EU delivery zones and template settings. The fix is the same idea for the UK, but the regions and shipping template differ. If your shop is in the UK, follow our UK hidden customer details guide instead.
TikTok Shop Integration — SPL
Once you fulfill EU orders yourself, SPL brings them into Shopify with full customer details, so you can pick, pack and ship from one place and sync tracking straight back to TikTok Shop.
Why customer details show as asterisks
When names and addresses in your EU orders appear as asterisks, it is a signal, not an error. It means those orders are set to be fulfilled by TikTok, so TikTok intentionally hides the customer details because its own logistics partner handles delivery.
To get full customer information back, you need to manage shipping yourself by enabling the Shipping by Seller option. The steps below configure that properly for an EU shop.
Step 1: Open TikTok Shop Seller Center
- Log in to the TikTok Shop Seller Center.
- Navigate to the Orders section from the left-hand menu.
Step 2: Choose the shipping option
Click Shipping Settings under your profile or store setup. You will see two shipping options, and the difference between them is exactly why your customer details are hidden or visible.
Shipping via Platform (Fulfilled by TikTok)
TikTok assigns your orders to a third-party logistics partner, collects your products, moves them to its warehouse, and delivers to customers. Because TikTok handles delivery, you see asterisks instead of names and addresses.
Shipping by Seller
You take responsibility for packaging and shipping each order yourself. In return, you get full customer information. To use it, you must create or edit a shipping template that defines your EU delivery regions and rules.
Step 3: Create or edit an EU shipping template
Shipping by Seller needs a shipping template to work. It tells TikTok which EU countries you deliver to and what you charge.
- If no template exists yet, click Add New Template.
- If you already have one, select Edit to update it.
Fill out the template fields
| Field | What to enter |
|---|---|
| Template Name | A name for internal use, for example "EU Standard Shipping". |
| Shipping Fee Template | Define which EU countries or regions you do not want to ship to. Customers there cannot complete a purchase. |
| Delivery Areas | The countries or zones you will ship to, such as Germany, France, Italy, or groupings like Western Europe or Scandinavia. |
| Shipping Rules | Your fees, set by weight-based pricing, order amount, or flat-rate shipping. |
| Unassigned Areas | Any EU countries or regions not linked to a delivery rule appear here. Assign or exclude them. |
Once the template is configured, click Submit. For a deeper walkthrough of template rules, see our guide to adding the correct shipping template in TikTok Shop.
Shipping EU orders yourself? Once Shipping by Seller is on, SPL pulls your EU orders into Shopify with full customer details and syncs tracking back to TikTok. Free to install, plans from $9.99/month.
Install SPL free →Step 4: Enable Shipping by Seller
With your template submitted, activate the Shipping by Seller setting in your shipping options. This is the switch that changes how future orders are fulfilled and, with it, whether you can see who your customers are.
What happens next
Once Shipping by Seller is enabled, every new order arrives with the customer's full details: name, phone number and shipping address. You can now fulfill EU orders directly, and with SPL connected, those orders flow into Shopify ready to pick, pack and ship.
EU shipping setup tips
✓ Name your template clearly, for example EU Standard Shipping, so it is easy to find
✓ Set delivery areas deliberately, using zones like Western Europe or Scandinavia where useful
✓ Exclude any EU countries you cannot serve, so buyers there are not left stuck at checkout
✓ Review Unassigned Areas so no region is left without a rule by accident
✓ Pick weight, order amount, or flat-rate fees to match how you actually ship in the EU
EU hidden customer details FAQs
Why are customer names and addresses showing as asterisks in my EU TikTok Shop?
Because those orders are set to be fulfilled by TikTok. When TikTok handles delivery through its own logistics partner, it intentionally hides the customer's name and address, so you see asterisks. To get full details back, switch to Shipping by Seller in Seller Center, which makes you responsible for shipping and, in return, gives you the customer information on every new order.
How do I get full customer details on my EU orders?
Enable Shipping by Seller. Open Shipping Settings in Seller Center, create or edit a shipping template that defines your EU delivery areas and fees, submit it, then turn on the Shipping by Seller option. From that point, new orders include the customer's name, phone number and shipping address.
Will my older orders show the customer details after I switch?
No. Orders placed before you enabled Shipping by Seller will keep showing asterisks, and their full customer data does not become visible retroactively. Only orders placed after the setting is on will include full details, which is why it is best to switch it on as early as you can.
What is the difference between Shipping via Platform and Shipping by Seller?
With Shipping via Platform, TikTok fulfills the order through its logistics partner and hides the customer details from you. With Shipping by Seller, you package and ship the order yourself and receive the full customer information. The trade-off is control and data in exchange for handling fulfillment, which is exactly what most sellers integrating with Shopify want.
Do I have to build a shipping template to use Shipping by Seller?
Yes. Shipping by Seller relies on a shipping template that sets out which EU countries and regions you deliver to and what you charge. If you do not have one, click Add New Template and fill in the delivery areas, shipping rules and any excluded regions, then submit it before enabling the setting.
Is this the same fix as the UK version?
The core fix is the same, enabling Shipping by Seller, but the delivery zones and template details differ because EU and UK shops serve different regions. This guide uses EU delivery areas like Western Europe and Scandinavia. If your shop is a UK shop, use our dedicated UK guide, which is set up around UK regions instead.
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