【Important Notice】Enable Support for the New “On Hold” Order Status

To enhance buyer experience and improve overall order processing stability, TikTok Shop introduced a new order status — “On Hold” — effective December 13, 2023. To ensure ecosystem-wide consistency, TikTok Shop will automatically activate “On Hold” orders for all apps that have not yet enabled support starting in Q1 2026. This means: All apps that have not completed integration will begin receiving On Hold orders, which may lead to fulfillment failures, missing address fields, and other processing issues. Please complete the necessary updates as soon as possible to avoid disruption for your merchants.

---

“On Hold” is a new order status applied after payment, lasting 1 hour. During this window:

• Buyers may cancel the order without seller approval
• Sellers cannot take any action on the order (e.g., print labels, ship packages)
• The API will return empty values for full_address, recipient_address, and district_info
• A new field is_on_hold_order is added in API v202309 to distinguish this flow

This update applies to cross-border and local sellers.

---

Starting Q1 2026:

• All apps (including those not directly processing orders) will be automatically enabled for On Hold orders
• Apps that are not prepared may experience:
• Fulfillment errors (Error Code 21011044)
• Missing address data
• Incorrect handling of the 1-hour customer remorse window
• Merchant complaints and disrupted operations

To avoid these risks, please complete your integration before Q1 2026.

---

3.1 - Upgrade to API v202309 (Strongly Recommended)

Only v202309 includes the new field is_on_hold_order, which enables apps to correctly identify whether an order has passed the On Hold stage.

Apps using legacy API versions cannot reliably process On Hold orders.

3.2 - Support Both Order Status Flows

Depending on the shop and category, merchants may still receive two types of order flows:

Your app must support both flows in parallel.

3.3 - Complete the “On Hold Status Developer Declaration” in Partner Center

After finishing development & testing: Navigate to: Partner Center → App & Service → App Detail → On Hold Status Developer Declaration Click “Declare” to confirm support. Once the declaration is completed:

• The “App does not support On Hold” warning will be removed
• The app will be marked as fully compatible
• Merchants can install the app without receiving warnings

3.4 - Test Using Sandbox 2.0

• Sandbox 2.0 shops always include On Hold in eligible categories
• Some categories allow testing of the existing order flow (without On Hold)
• All developers should verify their app handles both flows correctly

---

---

If the app does not support On Hold before the enforcement date:

• API error 21011044 will prevent shipment
• Missing address data may cause logistics failures
• Merchants may be unable to fulfill orders
• App installation pages will continue to show warning banners
• Increased merchant complaints and operational risk

---

If you encounter any issues during the integration process, please refer to:

• Order Integration Solution Guide
• Upgrading to API version v202309
• Sandbox 2.0 Test Guide

If you have any further questions, please contact us via Partner Center or Developer Support.