Orders

What is this page?

The Orders page gives you a detailed, searchable list of every order placed in your TikTok Shop. You can search by order ID or customer name, filter by date, status, payment method, and amount, view geographic distribution on a map, and export your order data to CSV. Clicking any order opens a detail modal with the full breakdown.

If your overage cap is exhausted, Dashboardly continues saving new orders securely but holds those post-cap records from the app. The Orders page continues to show records that were visible before the cap. Upgrade your plan or contact support to release held orders; a temporary support exception may keep records visible while a reviewed custom arrangement is pending.

Key Metrics on This Page

Summary Cards

A row of metric cards at the top provides a quick snapshot of order activity for the selected date range.

For high-volume shops, Dashboardly can show the most recent complete summary immediately while it refreshes the exact totals in the background. The order table continues to show the latest synced orders during that refresh, so the cards may briefly lag behind the table. Changing the date range or filters automatically loads the matching summary; Dashboardly never combines partial results from different filters.

Total Orders

• What it shows: The number of orders placed during the selected period.
• Important: Counts unique orders, not individual items. One order with 5 items counts as 1.

Total Revenue

• What it shows: Total gross sales from all orders in the period.
• Formula: Sum of all order subtotals (before discounts)

Average Order Value (AOV)

• What it shows: The average dollar amount per order.
• Formula: Total Revenue / Total Orders
• Important: A higher AOV generally indicates customers are buying more per transaction.

Units Sold

• What it shows: Total number of individual items sold across all orders.

Refund Orders

• What it shows: Number of orders that had a refund, return, or replacement processed.

Cancelled Orders

• What it shows: Number of orders that were cancelled.
• Important: Cancelled orders are excluded from revenue and profit calculations (unless the product was already shipped without a return).

Features

Search

Search by order ID or customer name. The search works across all orders in your shop, not just the current page.

Filters

Click the "Filters" button to access advanced filtering options:

• Date range -- filter orders by creation date
• Order state -- filter by fulfillment state (e.g., Awaiting Shipment, In Transit, Delivered)
• Order status -- filter by status (e.g., Completed, Cancelled)
• Payment method -- filter by how the customer paid
• Amount range -- filter orders by minimum and/or maximum order value
• Active filter count -- a badge shows how many filters are currently active

The Cancelled filter uses TikTok's canonical CANCELLED order status on the Orders page, Product Orders, and Dashboard order-status cards. Older saved Orders links that contain the legacy CANCEL value are upgraded automatically.

Date ranges use the timezone selected in the page header. Today and Yesterday each select one complete calendar day in that timezone. The order list, summary cards and CSV export use the same inclusive start and end dates; the end date does not advance to the following day when converted to UTC. The calendar opens above the page content and can scroll on shorter screens.

Geographic Distribution Map

Toggle the "Geographic distribution" switch to display a map showing where your orders are coming from. This helps you understand your customer geography and identify strong or emerging markets.

Order Table

The main table shows each order with key information:

• Order ID -- TikTok order identifier
• Customer name
• Order date
• Status -- current order status (e.g., Delivered, In Transit, Cancelled)
• Total amount
• Items -- number of items in the order

Click any row to open the order detail modal.

Order Detail Modal

When you click an order, a modal opens with the complete breakdown:

• Product details (name, SKU, quantity, price)
• Payment information
• Shipping details and tracking
• Status history
• Refund information (if applicable)
• Finance and reconciliation details, including each order-linked TikTok statement adjustment, its signed settlement impact, a plain-language reason, the raw TikTok transaction type, and the statement/transaction identifiers needed to cross-check it in Seller Center

When TikTok first sends an estimated transaction and later sends its finalized version, Dashboardly shows the finalized entry once. Reserve movements are not presented as order-linked expenses because they affect payout timing rather than Operating or Net Profit.

Dates and times in the order detail modal and a product's Orders table use the shop's selected reporting timezone, including daylight saving time. The product table names that timezone in its Date heading. A date without a time remains the same calendar day.

The estimated Order Profit explanation uses Est. Net Revenue, which includes TikTok-funded promotions credited to the seller. This can be higher than Customer Paid or the report's Net Sales. The breakdown shows Net Shipping Cost for estimated and settled orders alongside COGS and fees. Net shipping can be a charge or a credit; it is separate from any additional FBS manual shipping you entered. Once settled, fees and TikTok shipping are already included in TikTok Settlement and are not subtracted again.

Partial Multipack Samples

TikTok identifies free sample orders and bundle composition, but it does not report how many pieces physically left the warehouse when only part of a multipack was seeded. For a free sample, an Orders editor can open Products and choose Adjust sample cost for the line item.

• Enter Actual pieces when the warehouse shipped fewer or more pieces than the listing's full bundle size.
• Enter Total COGS override when the exact total sample product cost is known. This value takes priority over piece-based proration.
• Add a reason. Every set, update, and clear action is retained in the sample cost audit trail.

Without an override, sample COGS remains Unit COG × transactional quantity. With Actual pieces, Dashboardly prorates the transactional Unit COG by actual pieces ÷ effective bundle size. These controls are rejected for regular paid orders and therefore cannot change ordinary sales COGS.

The change invalidates the affected order day so P&L, Shop Summary, Sales & Profit product/SKU results, order details, and subsequent exports recalculate from the same value.

Returned Inventory and Order COGS

An approved refund does not always mean the product is back in sellable inventory. Dashboardly therefore keeps the original outbound COGS until there is separate warehouse-receipt evidence:

• Fulfilled by TikTok (FBT): a positive, normal-condition TikTok CUSTOMER_RETURN inventory record posts a recovery automatically on the warehouse receipt date. TikTok identifies this with an FBT inventory order, not the original Seller Order, so Dashboardly does not guess which individual order row should receive that recovery.
• Fulfilled by Seller (FBS): open the returned order, select Inventory Return, and confirm the units that were physically received in sellable condition together with the warehouse receipt date.

For FBS, the confirmation is tied to the exact Seller Order. The Orders table, order detail, CSV and connected order data, and Orders summary therefore use net order COGS: original outbound COGS minus the confirmed restock credit. For FBT, the original order row keeps its outbound COGS while the automatic receipt-dated recovery appears in profitability reporting. Refund-only orders and returned items that were not received in sellable condition keep their original COGS. A reversal removes the recovery while preserving the audit history.

CSV Export

Export your filtered order list to a CSV file for external analysis, accounting, or record-keeping. The export respects your current filters and date range.

The Line items export includes Sample Actual Pieces, Sample COGS Override, Sample Applied COGS, and Sample Override Reason. These columns are blank for regular orders.

FBS Shipping Import

If you use FBS (Fulfilled by Seller) shipping, you can import your actual shipping costs to replace the default values. This ensures your shipping expense calculations are accurate.

You can also connect ShipStation Direct from Settings → Shipping. It maps actual label postage and insurance to the individual TikTok order using a TikTok order ID custom field, an exact TikTok external order ID, or one exact tracking match. When one label contains multiple TikTok order IDs, Dashboardly divides its cost equally across those orders while preserving the exact total. For an order with different line-item tracking numbers, the cost is assigned to the SKUs shipped with the matching label tracking number. See Connect ShipStation Shipping Costs.

Common Questions

Why does my order count differ from TikTok Seller Center?

Dashboardly syncs orders from TikTok's API. Minor differences can occur due to: (1) sync timing -- very recent orders may not have been imported yet, (2) different selected timezones or date ranges, and (3) order status changes that happen between syncs. Match the timezone in Dashboardly's header with the timezone used for your Seller Center comparison.

Why do some orders show as "Cancelled" but still appear in my metrics?

Cancelled orders are generally excluded from revenue calculations. However, if an order was shipped before cancellation and the product was not returned, the Cost of Goods Sold (COGS) for that order is still counted because you lost that inventory. See Inventory for more details on COGS handling.

How often are orders synced?

Orders are imported automatically. New orders arrive via real-time webhooks from TikTok (within minutes of being placed). A full sync runs periodically to catch any orders that may have been missed. You can also trigger a manual import from Settings.

Why do the financial details in an order show estimated values?

When an order first arrives, Dashboardly estimates platform fees based on your shop's historical fee rate. As TikTok settles the transaction (usually within 1-15 days), the exact amounts replace the estimates. You may see small changes in fee values as this settlement data arrives.

Can I export all orders at once?

Yes, select your desired date range and click the export button. The CSV export includes all orders matching your current filters. For very large date ranges, the export may take a moment to generate.