How can we help?
Email us with your store's address (yourstore.myshopify.com), the app's name, and the offer or order number. You'll hear back from the people who built the app.
support@shreyaslabs.com
Kartel
Outbound MCFWhat to include, and what to expect
Include
- Your store address: yourstore.myshopify.com
- The app and the screen you were on
- The offer name or the order number
- What you expected and what happened
- A screenshot if you have one
What happens next
- A reply within one business day, IST
- A plain-word answer or the fix itself
- If it's a bug, a note when the fix ships
- If it's a feature idea, an honest yes, no or later
Urgent?
- Put URGENT in the subject if orders or checkout are affected
- Say whether the problem is on the live store or a development store
- We look at live-store problems first
Discounts, gifts and billing
How do I show offers in my cart?
In your Shopify admin, open Online Store, Themes, Customize, then App embeds, and switch on the Kartel embed. Save. Your cart now shows how far shoppers are from the next reward and adds free gifts.
How do I create my first offer?
Open Kartel, choose a discount such as “Spend more, save more”, answer the three questions, and turn it on. The shopper's cart beside the form shows the offer before you save.
Why isn't my offer giving a discount?
Open the offer's status. Each offer says whether it's working and, if not, why and what to do; “Fix it” repairs most problems. Also check the offer's dates, which items count, and whether another discount is winning because combining is off.
A gift isn't being added to the cart.
Check the Kartel embed is on in the theme editor, and that the gift product is in stock and published to the Online Store channel. Without the embed, shoppers add the gift themselves and it's free at checkout.
What happens if I go over my plan's orders?
Paid plans charge a small amount per extra order, up to the cap you approve. On the Free plan, offers pause until next month or until you choose a paid plan.
What happens to my offers if I move to a lower plan?
Offers that use something the new plan doesn't include turn off, and Kartel tells you which and why. Move back and they turn on again.
A customer asked for their data or to be forgotten.
Handle it in Shopify as usual (Customers, the customer, Request customer data or Erase personal data). Shopify tells Kartel, and Kartel does its part automatically.
Setup, orders and stock
What do I need before I install?
A TikTok Shop US seller account enrolled in Fulfilled by TikTok, with stock in TikTok's US warehouses and Multi-Channel Fulfillment enabled.
How long does setup take?
About 15 minutes. The four-step onboarding walks you through creating a small app in TikTok Partner Center, connecting it, creating the TikTok MCF location and matching products.
Can I watch before it ships real orders?
Yes. Observe mode records which orders would be sent without sending anything. Switch to Live in Settings when you're ready.
An order says TikTok rejected the address.
Open the order: the reason is in plain words and the address form is right there. Correct it and retry. If the address can't be fixed, release the order to your own warehouse.
Why was an order skipped?
The order shows the reason: a non-US address, a product with no TikTok match, not enough warehouse stock, or the order wasn't paid. Fix the cause and claim it, or let it ship from your warehouse.
Why does a product show zero stock in Shopify?
Shopify's TikTok MCF location follows your TikTok warehouse stock minus the safety buffer. A product paused in Outbound MCF also shows zero. Check the Products page for its match and stock.
Tracking hasn't appeared on an order.
TikTok sends tracking when the warehouse hands the parcel to the carrier, usually within a day of shipping. If an order has been “sent to TikTok” for longer than that, open it; the app shows TikTok's latest status and flags it if it has stalled.
What am I billed for?
Shipped orders only. Cancelled, failed or handed-off orders are never billed, and usage never exceeds the cap you approve on your Shopify invoice.