User Guide

Create My Account

The first step to start syncing your products from BigCommerce to TikTok Shop would be to create your account with Silk!

Create Your Account Here

Having trouble logging in? Email tiktokshop@silkdigital.com to reset your account.

Step-by-Step Guides

How to Create a Connection

Before you get started, check the Installation Checklist to make sure your stores are ready for integration - failure to do so may result in being unable to "save the connection" between BigCommerce and TikTok Shop.

Have your BigCommerce, Connector by Silk, and TikTok Shop Seller Center accounts open on 3 different tabs.

1. Login to the Connector by Silk
2. Click "+ Create Connection"

Connection Information

1. Fill in Connection Name (This can be any name you want)

2. From: BigCommerce

3. To: TikTok Shop

4. Click "Next"

BigCommerce Store Configuration

1. Fill in the fields below.

2. Store Hash: Obtain from your Backend BigCommerce URL

   a. Ex. URL:

   https://store-3l1r5p07vz.mybigcommerce.com/manage/dashboard

   b. Ex. Store Hash:

   3l1r5p07vz

For API Access Token/API key/API Secret Key Generation

In BigCommerce:

Click on "Settings" -> API Accounts

Click "+ Create API Account"

Fill in the "Name" with any name you would like.

Switch API Permissions Needed:

Click "Save"

BigCommerce API Credentials will be generated.

(Note: These credentials can only be viewed once. Copy and store these in a safe space - failure to do so may result in needing to delete the app and reinstalling it.)

Copy and paste the API Access Token, API Key, and API Secret Key back into the Connector.

In BigCommerce		Connector by Silk
Access Token	->	Access Token
Client ID	->	App Key
Client Secret	->	App Secret

(Note: API access token and key(s) can only be viewed once. If it fails to be copied and stored successfully, you will need to delete the app and reinstall it.)

Click "Next"

TikTok Shop Authorization

Click "Go to Authorize" in the Connector.

You will be redirected to TikTok Shop Seller Center.

Click on "North America Seller" -> Next

Check off the box to agree to terms and conditions

Click "Authorize"

You will automatically be redirected back to the Connector with your new connection!

Click on your Connection to start syncing products.

How to Sync Products

Pull Products

Required: Category Mapping

*IMPORTANT: The 'Inventory' and 'Categories' fields need to be checked when a new product is created/added in the BigCommerce store. This must be done BEFORE pulling products into the Connector*

Check on 'Track inventory'

Choose 'On the variant level'

Click on 'Manage inventory below' to go to 'Variants' to set 'Stock' for each variant Please note: If you select 'On the product level', we cannot sync inventory for this product

Create a "Category" in the "Custom Fields" tab

Add a "Custom Field Name" and a "Custom Field Value"

The Connector will use the "Custom Field Value" to map your product to a TikTok Shop Category

Custom Field Value in BigCommerce	"Category in BigCommerce" for the Connector

When you first access your new connection, your products and home tabs will be blank. You will need to "pull" products from BigCommerce into the Connector for the first time and then "push" them to TikTok Shop.

To "pull" products from BigCommerce into the Connector:

Choose the date range to pull products from BigCommerce.

Recommended: Choose a start date from 2-3 years back OR when you first started your BigCommerce store. Choose the end date as today’s date.

If you are pulling in products for the first time, select the date range starting from years back or when you first started your store (This is to ensure that all products are pulled into the Connector). After that, any product updates you make in BigCommerce will only have to be pulled from when you last updated the product.

Click "ok" after choosing the start date and end date.

Push Products

"Pushing" a product will sync your product from the Connector to TikTok Shop.

Push One Product:

Check off the box next to the product image -> (...) under 'Actions' -> "Push Product"

To check on the "task" you have just submitted: Dashboard -> Check on the "status"

Note: A "completed" status does NOT mean that the product was successfully "synced" to TikTok Shop. This just confirms that you submitted an action and the "task" was completed.

Go back to the Products tab -> check on the product you pushed

If the product says "synced" and has a "TTS Product ID" and a "TTS Product Status" you have successfully pushed the product to TikTok Shop.

You can check for the product in your TikTok Shop Seller Center.

If the product says "unsynced" click on the blue arrow next to the product image -> check the "sync status" for a description of why the push was unsuccessful.

You can then troubleshoot and update anything from BigCommerce -> re-pull and re-push the product in the Connector.

Push Multiple Products

Select all products on one page or select each product individually.

Click "Actions" -> Push Products

To check on the "task" you have just submitted:

Dashboard -> Check on the "status"

Note: A "completed" status does NOT mean that the product was successfully "synced" to TikTok Shop. This just confirms that you submitted an action and the "task" was completed.

Go back to the Products tab -> check on the products you pushed.

If the products say "synced" and have a "TTS Product ID" and a "TTS Product Status" you have successfully pushed the products to TikTok Shop.

You can check for the products in your TikTok Shop Seller Center.

If the products say "unsynced" click on the blue arrow next to the products' image -> check the "sync status" for a description of why the push was unsuccessful.

You can then troubleshoot and update anything from BigCommerce -> re-pull and re-push the products in the Connector.

Certificates/Required Attributes

If your product requires specific certifications or attributes in order to be uploaded to TikTok Shop, you will see a "sync status" stating that the product is missing certificate files or attributes.

Certificates:

To upload your certificate for the product: Click (...) under "actions" for the product -> "show certifications"

Upload the required certification here:

Choose Brand:

Click (...) under "actions" for the product -> Choose brand

Type to "Search by brand name" -> Confirm -> re-push product

Fill in Attributes:

Click (...) under "actions" for the product -> "Fill in attributes"

Fill in all fields with the red asterisk* -> re-push the product

Fill in Compliances:

Click (...) under "actions" for the product -> "Fill in attributes"

Fill in the following fields:

• Contains Batteries or Cells?
• Other Dangerous Goods or Hazardous Materials

Map Products:

If you manually added a product in TikTok Shop, map your existing TikTok Shop product with your BigCommerce product via the Connector. This ensures that products on your BigCommerce and TikTok Shop ends match for orders to sync through.

Click on the (...) under "Actions" next to the product that is in TikTok Shop -> "Map Product"

You can then copy & paste your TikTok Shop Product ID number into the search bar to find the product.

Map the SKU in TikTok Shop to a SKU in BigCommerce -> click "Save"

Updating Products

"Update Price" and "Update Stock" in the Connector if changes to the price or inventory in BigCommerce are not showing in TikTok Shop.

Check off the the products you would like to update the price or stock for -> "actions" -> "update stock" or "update price" -> updates will be made to TikTok Shop

All other updates made to products in BigCommerce must be re-pulled and re-pushed.

How to Sync Orders

*Note: To sync orders successfully from TikTok Shop to BigCommerce, your products must be linked from BigCommerce to TikTok Shop via our Connector. Any orders that contain unsynced products will NOT sync back to BigCommerce.

1. Manually uploaded products in TikTok Shop:
   

   a. If you uploaded a TikTok Shop product manually (NOT through the Connector) then you will have to map the product from TikTok Shop in our Connector to sync orders to BigCommerce. (See "Map Products" in the User Guide).

   OR

2. Synced products via our Connector
   a. If the products are "pulled" from BigCommerce and "pushed" to TikTok Shop, orders will sync automatically.

Creating Orders

Automatic creation: The Connector will relay orders and automatically update BigCommerce when an order is placed and paid for in TikTok Shop

• order status = 'awaiting for shipment'
• If the order status is "unpaid" -> order will NOT sync to BigCommerce
  • Order ID will be blank in the Connector

To Check on Orders

Click on the TTS Order ID or search for the order by the TTS Order ID.

Payment & Fulfillment Status

	Status in BigCommerce	Connector by Silk	Status in TikTok Shop
When you have NOT fulfilled the order in BigCommerce	Payment Status: Paid Fulfillment Status: Unfulfilled	Automatic Sync <->	Awaiting Shipment
When you have fulfilled and shipped the order in BigCommerce	Payment Status: Paid Fulfillment Status: Fulfilled	Automatic Sync <->	Awaiting Collection

To Fulfill an order in BigCommerce:

Click on Orders -> View -> Action -> Ship Items

Fill in Tracking Information -> “Create Shipment”

Order Status Mapping Between BigCommerce & TikTok Shop

BigCommerce	TikTok Shop
Awaiting Shipment	In Unpaid
Awaiting Fulfillment	Awaiting Shipment
Awaiting Shipment	Awaiting Collection
Shipped	In Transit
Awaiting Pickup	Delivered
Completed	Completed
Cancelled	Cancelled

Shipping Status & Delivery

Shipping Status	Delivery/Complete
TikTok Shop will track the delivery status. Transit status will be updated to 'In Transit' automatically when the order is shipped from BigCommerce.	The order status in the TikTok Shop store will be updated to 'Delivered/Completed' by default when the order is delivered.

Order Cancellations

Order cancellations will sync bidirectionally via the Connector.

Orders canceled in BigCommerce will be canceled in TikTok Shop. Orders canceled in TikTok Shop will be canceled in BigCommerce.

Cancellation in BigCommerce	Cancellation in TikTok Shop
To cancel an order placed in TikTok Shop from BigCommerce: 1.Cancel the order in the BigCommerce. 2.Order cancellation will automatically sync through the connector and cancel the corresponding order in TikTok Shop.	To cancel or deny orders placed in TikTok Shop from TikTok Shop Seller Center. 1.Buyers from TikTok Shop will submit a cancellation request. 2.You can accept or decline the cancellation request in TikTok Shop Seller Center. 3.Accept cancellation request -> order status will be updated in the connector’s portal, and the corresponding order will be canceled in the BigCommerce.

Connector Overview

Home

• Lists the “Tasks” that you have submitted
• Any actions that you have submitted in the Connector
• Synced/Unsynced Products & Orders
• Overall Revenue
• Task IDs do NOT show products synced in TikTok Shop (it only shows that the action has been initiated)

Products

• Displays all products “pulled” in from BigCommerce
• Shows whether your product has been successfully synced to TikTok Shop
• Actions that can be completed in the products tab:
  • Pull Products
  • Push Products
  • Add Size Chart Images
  • Add Certifications/Attributes
  • Check Sync Statuses
  • Add TTS Brand
  • Add TTS Category
  • Update TTS Status/Product

Low Inventory Threshold

Like the sync rule logic, product level configuration takes priority over connector level configuration.

• Deactivate the product on TikTok Shop.

  • When the inventory of a SKU below the preset safety threshold, the system will directly remove the product from the shelves.
  • If the product has multiple SKUs, when one SKU reaches the threshold, the system will take down the entire product in TTS.
  • If the user increases the sku inventory in DTC to above the safety threshold and all SKUs of the product are above the threshold, the system can activate the product in TTS.

• Set the product "out-of-stock" on TikTok Shop.

  • When the inventory of a SKU below the preset safety threshold, the system sets the inventory of TTS to 0.
  • If the product has multiple SKUs, when a certain SKU reaches the threshold, the system sets the inventory of that SKU to 0.
  • Note:If the inventory is changed to 0 and there is a cancellation of the order (not OOS), it is still possible for the inventory to be added back in TTS (the number of cancelled products exceeds the quantity)

• Exclude Low Inventory Threshold.

  • If you check the box, the product will not apply a low inventory threshold.

Troubleshooting "Product Push":

Click on the "blue arrow" next to the product -> View "Sync Status"

This displays the reason as to why your product was not successfully pushed to TikTok Shop. Update the product in BigCommerce -> Re-pull & Re-push product in the Connector

Categories

• Maps the "Product Type" in BigCommerce as the "Category in TikTok Shop" to the "Category in TikTok Shop"
• Automatically suggests a category in TTS
  • Can be changed or mapped to TikTok Shop categories manually

Required: Category Mapping

All products must have the "product type" filled out in BigCommerce. The Connector uses this field as the "Category in BigCommerce" to map it to the "Category in TikTok Shop"

Product Type in BigCommerce	"Category in BigCommerce" for Connector by Silk

Bulk Upload Certifications/Attributes/Compliances at the Category Level

All products under the category will have the same attributes/certifications/Compliances.

If the products in this category require a certificate and attribute, the extra info column in the PLP will display red tags for the certificate and attribute.

You can click on the red tag to update the required fields.

Bulk Choose Brand at the Category Level

All products under the category will have the same brand.

Orders

• Displays all orders placed in TikTok Shop
• Any orders that come from TikTok will be automatically synced into the Connector and then into BigCommerce
  • Fulfill orders in BigCommerce

(See How to Sync Orders in the Integration Manual)

Order cancelled prompt

When the system discovers that one or more orders have been cancelled by TTS, Silk Connector will perform the following actions:

• Warning in the top banner of the page: One or more orders have been canceled due to product unavailability. Click to view details.

  

• After clicking on the view detail, a pop-up will display the cancelled order information and product information in a separate tab. Please confirm whether the product is out of stock. If out of stock, the product needs to be taken down from TTS.

• Click on the Process to TikTok Shop button: Open a new page to enter the TTS product management page.

• Display all cancelled order information in the pop-up, and add the order to the list every time an oversold order is found. If the product is checked and no longer oversold, reduce it. Orders that have not been cancelled will not display banners.

  

  

Settings

• Displays "Product Settings", "Order Settings", "General Settings", "TikTok Shop Warehouse Setting" and "TikTok Shop Template Settings".

Product Settings

• Custom Attributes

  Fill in all required fields

  TikTok Shop requires default package/product settings that are not in BigCommerce (even if you have multiple package sizes - TikTok Shop only requires one). You will be able to update your default package length, height, width, and weight here.

  Length, height, width, and weight must be whole integers.

• Sync Rules

  These allow you to have different product names, descriptions, and prices in your TikTok Shop versus your BigCommerce Shop

Field	Create: Used before pushing products		Update: Used after product exists in TTS
Product Name	Original: Sets the TikTok Shop Product name from the BigCommerce store.	Create: Name can be changed in Silk, the Silk name will be the product name in TikTok.	Origin: Sets the TikTok Shop product name as the BigCommerce product name.	Connector: Name can be changed in Silk, the Silk name will be the product name in TikTok.	TTS: TikTok Product name will stay the same regardless of BigCommerce or Silk name.
Product Description	Origin: Sets the product description as the one from BigCommerce.	X	Origin: The TikTok Shop product description is the BigCommerce product description.	X	TTS: The TikTok Shop product description is what is set in TikTok.
Product Price	Origin: Sets the product price as the one from BigCommerce.	X	The TikTok Shop product price is the BigCommerce product price.	X	The TikTok Shop product price is what is set in TikTok.
Product media	Origin: Sets the product media as the one from BigCommerce.	X	Origin: Sets the TikTok Shop product media as the BigCommerce product media.	X	The TikTok Shop product media is what is set in TikTok.
Product barcode	Origin: Sets the product barcode as the one from BigCommerce.	Don't sync: Do not sync product barcode from BigCommerce.	Origin: Sets the TikTok Shop productbarcode as the BigCommerce product barcode.	X	The TikTok Shop product barcode is what is set in TikTok.
Product stock	Origin: Sets the product stock as the one from BigCommerce.	Don't sync: Do not sync product stock from BigCommerce.	Origin: Sets the TikTok Shop productstock as the BigCommerce product stock.	X	The TikTok Shop product stock is what is set in TikTok.

Low Inventory Threshold

When your product inventory reaches the threshold, you can choose to deactivate the product or set the product "out-of-stock" on TikTok Shop, and won't be discoverable or purchasable by the customers. (We suggest setting the a threshold value that's greater than 5)

• Deactivate the product on TikTok Shop

  • When the inventory of a SKU below the preset safety threshold, the system will directly remove the product from the shelves.
  • If the product has multiple SKUs, when one SKU reaches the threshold, the system will take down the entire product in TTS.
  • If the user increases the sku inventory in DTC to above the safety threshold and all SKUs of the product are above the threshold, the system can activate the product in TTS.

• Set the product "out-of-stock" on TikTok Shop.

  • When the inventory of a SKU below the preset safety threshold, the system sets the inventory of TTS to 0.
  • If the product has multiple SKUs, when a certain SKU reaches the threshold, the system sets the inventory of that SKU to 0.
  • Note:If the inventory is changed to 0 and there is a cancellation of the order (not OOS), it is still possible for the inventory to be added back in TTS (the number of cancelled products exceeds the quantity)

Pull Products

Turn "On" if you want to automatically pull products from BigCommerce once new products are created. If this feature is turned off, no products will be automatically pulled from BigCommerce into the TikTok Shop Connector.

Sync Unpurchasable Products

Turn "on" if you want to sync products and variants, which are not purchasable in BigCommerce to TikTok Shop. Turn "off" if you want to sync only purchasable products and variants.

Order Settings

Retry Orders

Turn "On" if you want to retry once every 10 minutes, a total of 3 times when an order synchronization occurs error.

Sync FBT Orders

Turn "On" if you want to sync FBT orders to Bigcommerce. Turn "Off" if you do not want to sync FBT orders to Bigcommerce after pulling into Silk Connector.

Archive Cancelled Order

Turn "On" if you want orders to be automatically archived when it is cancelled.

"Map Bigcommerce Shipping Provider to TikTok Shop"

TikTok Shop has a list of Shipping Providers that may be different from that of BigCommerce. If the shipping providers are different for each of your shop platforms, you can map the shipping providers here to avoid syncing errors.

Please note, the BigCommerce Shipping Provider section must appear exactly as is in your BigCommerce.

"Map TikTok Shop Shipping Option to Bigcommerce"

TikTok Shop has a list of shipping options that may be different from that of BigCommerce. If the shipping options are different for each of your shop platforms, you can map the shipping providers here to avoid syncing errors.

Please note, the BigCommerce Shipping Provider section must appear exactly as is in your BigCommerce.

Sync Missed Orders

You can filter unsynchronized orders by time. Clicking "Sync All Missed Orders" will synchronize the missed orders found in the search query to BigCommerce.

Please note: We can only query and sync orders with "awaiting shipment" status. The order will not be queried if it is already in the TikTok Shop status of awaiting collection, completed, cancelled, etc.

Email Notification

Turn 'On' if you want to subscribe our email notification. Turn 'off' if you do not want to receive any email notification from Silk Connector. This setting will be applied for all connections.

User Management

• Displays all users that are created in Silk Connector
• There are two types of user roles:
  • Owner: Has the highest level of permission, and can add/edit/modify users.
  • Admin: Has limited permissions, can only view users and their details but cannot add/edit/modify them.

Create Users

(Only the owner can create a user.)

To add a new user, click on "Add New" and provide the user's name and email.

A new user has been successfully created. To access Silk Connector, please check the email inbox associated with the new user account for the corresponding details, including the default password. This password will enable the new user to log in seamlessly.

Edit Users

You can only edit the user's name but not the email.

Delete Users

This action is reversible, and you can re-add the user back if you want by clicking the "Add New" button.

TikTok Shop Warehouse Setting

Pages displayed here are linked to your TikTok Shop account that is currently logged into the seller center. If the page doesn't match this connection, please log out and re-login to the correct TikTok Shop account in seller center, then refresh the current setting page.

TikTok Shop Template Settings

Pages displayed here are linked to your TikTok Shop account that is currently logged into the seller center. If the page doesn't match this connection, please logout and re-login to the correct TikTok Shop account in seller center, then refresh the current setting page.

FAQ's

How much does this integration cost?

It’s FREE for 1 year if you onboard with us before 9/30/2023.

If you onboard with us AFTER 9/30/23, it will be FREE until 1/1/2024.

Why don't products show up in TikTok Shop after "pushing" my products?

If the product says "unsynced" click on the blue arrow next to the product image -> check the "sync status" for a description of why the push was unsuccessful.

You can then troubleshoot and update anything from BigCommerce -> re-pull and re-push the product in the Connector.

What's an APP key, APP secret, and Access Token?

These are created in your BigCommerce store when you generate the custom app.

Please visit the "How to Create a Connection" tab in the user guide.

Product needs "certificate" or "attributes"?

Please view the "Certificates/Required Attributes" tab in the integration manual under "How to Sync Products" -> "Push Product"

How to uninstall TikTok Shop App

Login to your TikTok Shop Seller Center

Click on Growth -> App store -> ... -> My apps and incidents

Click "Cancel" to uninstall the TikTok Shop App/Service you want to cancel

Common Sync Status Errors

If you "pushed" a product to TikTok Shop, and it is not showing up in TikTok - view the sync status for an error message.

Click on the "blue arrow" next to the product -> View the "sync status"

You can then troubleshoot and update anything from BigCommerce -> re-pull and re-push the product in the Connector.

Common Sync Statuses:

SKU-related products are not found, please manually push to create a new product

Check the SKU in BigCommerce for this product. If you already have a SKU or a barcode, manually push the product individually again.

Check the box next to the product -> (...) under "Actions" -> Push Product

The product is missing the required certificate file

Click on the (...) for the product under "Actions" -> "Certifications" -> upload the required document/image needed by TikTok Shop -> re-push