If customer names in your TikTok Shop USA orders show as asterisks, TikTok is handling fulfillment and hiding the customer details on purpose. To see full customer information, switch to Shipping by Seller, also called Self-Shipping, in the US Seller Center: open Shipping Settings, create a shipping template that sets your US delivery zones and fees, submit it, then enable Shipping by Seller. New orders after that arrive with the customer's full name, phone and address, ready for you to ship with USPS, UPS or FedEx.
Masked details are not a bug. They are TikTok signalling that its own logistics partner is delivering the order, so it withholds the buyer's information. Take fulfillment back into your own hands and that information becomes yours again.
This guide walks the fix for US shops, from spotting the asterisks to setting up a US shipping template and switching Self-Shipping on.
Selling somewhere other than the US?
This guide covers US TikTok Shops, with US carriers and delivery zones. The fix is the same idea elsewhere, but the carriers and template details differ by region.
Selling in the UK? Use our UK hidden customer details guide. Selling across the EU? Use our EU hidden customer details guide instead.
TikTok Shop Integration — SPL
Once you self-ship US orders, SPL brings them into Shopify with full customer details, so you can pick, pack and ship with USPS, UPS or FedEx, and sync tracking straight back to TikTok Shop.
Why customer details show as asterisks
When names and contact details in your US orders appear as asterisks, it is a signal, not an error. It means TikTok Shop is handling fulfillment, so it intentionally obscures the customer details because its partnered logistics provider manages delivery.
To access full customer information, you need to manage shipping independently by enabling Shipping by Seller, which TikTok also calls Self-Shipping. The steps below configure it correctly for a US shop.
Step 1: Open TikTok Shop Seller Center
- Log in to the TikTok Shop Seller Center (US version).
- Navigate to the Orders section in the sidebar.
Step 2: Choose the shipping option
Click Shipping Settings under your profile or store settings. 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)
Your orders are fulfilled through TikTok Shop's partnered third-party logistics provider. TikTok Shop USA handles the product transfer to its warehouse and manages final delivery. Because TikTok delivers, names and contact details stay hidden behind asterisks.
Shipping by Seller (Self-Shipping)
You are responsible for packing and shipping each order with a supported US carrier such as USPS, UPS or FedEx. In return, you get full customer information. To use it, you must set up a shipping template that defines your rules and zones.
Step 3: Create or edit a US shipping template
Shipping by Seller needs a shipping template to work. It tells TikTok which US regions you ship to and what you charge.
- If no template exists yet, click Add New Template.
- If you already have one, click Edit to modify it.
Fill out the template fields
| Field | What to enter |
|---|---|
| Template Name | A name for your shipping template, for example "US Standard Shipping". |
| Shipping Fee Template | Specify the regions you do not want to ship to. Users in those areas cannot place orders. |
| Delivery Zones | Add or edit the regions you will ship to. |
| Shipping Rules | Set shipping costs based on product weight. |
| Unassigned Areas | Any areas not assigned to a region appear here. Assign or exclude them. |
For a deeper walkthrough of template rules, see our guide to adding the correct shipping template in TikTok Shop.
Self-shipping US orders? Once Shipping by Seller is on, SPL pulls your US 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: Submit and enable Shipping by Seller
After completing the template, click Submit. Then enable the Shipping by Seller option on your shipping settings page. 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, you can view complete customer details, name, phone number and address, on new orders. You can now fulfill US orders directly with your chosen carrier, and with SPL connected, those orders flow into Shopify ready to pick, pack and ship.
US shipping setup tips
✓ Name your template clearly, for example US Standard Shipping, so it is easy to find
✓ Pick a supported US carrier you can fulfill with reliably, such as USPS, UPS or FedEx
✓ Set weight-based shipping rules that reflect what your packages actually cost to send
✓ Exclude any regions 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
US hidden customer details FAQs
Why are customer names showing as asterisks in my US TikTok Shop?
Because TikTok Shop is handling fulfillment for those orders. When TikTok delivers through its partnered logistics provider, it intentionally obscures the customer's name and contact details, so you see asterisks. To get full details back, switch to Shipping by Seller, also called Self-Shipping, in the US Seller Center. That makes you responsible for shipping and, in return, gives you the customer information on every new order.
What is the difference between Shipping by Seller and Self-Shipping?
They are the same thing. TikTok's US Seller Center refers to the seller-fulfilled option as both Shipping by Seller and Self-Shipping. Either way, it means you pack and ship the order yourself with a US carrier, rather than letting TikTok's logistics partner handle it, and you receive full customer details as a result.
Which carriers can I use to self-ship US orders?
You ship with a supported US carrier such as USPS, UPS or FedEx. When you enable Shipping by Seller, you take responsibility for packing and dispatching each order through your chosen carrier, then adding tracking so the buyer and TikTok can follow the shipment.
Will my older orders show the customer details after I switch?
No. Orders placed before you enabled Shipping by Seller will keep showing asterisks instead of customer names, and their details do not become visible retroactively. Only orders placed after the option is on will include full details, which is why it is best to switch it on as early as you can.
Do I have to build a shipping template to use Self-Shipping?
Yes. Shipping by Seller relies on a shipping template that sets out which US regions you ship to and what you charge. If you do not have one, click Add New Template, fill in the delivery zones, weight-based shipping rules and any excluded regions, then submit it before enabling the option.
Is this the same fix as the UK or EU version?
The core fix is the same, enabling Shipping by Seller, but the carriers and template details differ by region. This guide uses the US Seller Center and US carriers like USPS, UPS and FedEx. If your shop is a UK or EU shop, use our dedicated UK or EU guide instead, since those are built around their own regions and delivery zones.
Keep going
More TikTok Shop guides.
Everything around shipping, orders and customer data.