TikTok Shop Connector Support Policy

Scope, channels, and how we help. This page explains the free bug-fix coverage for the Odoo TikTok Shop Connector, what is excluded, and what to include when you contact TeqStars.

Support Coverage

  • 60 days of free bug-fix support from the date of purchase.

  • Support applies to standard functionality shipped with the module as documented.

  • A bug is behavior that does not match the documented or intended operation of the connector in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.

Support Exclusions

The following are not included in free bug-fix support:

  • Issues caused or triggered by third-party Odoo modules or apps.

  • Customizations made outside TeqStars’ guidance, to the connector or to related Odoo or TikTok Shop configuration.

  • Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.

  • Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).

  • Misconfiguration (wrong credentials, API settings, warehouses, or instance settings) when the product behaves as designed.

The following are TikTok Shop-side issues that the connector cannot resolve:

  • TikTok Shop Seller Center account issues: account status, seller performance, category permissions, brand authorization, or app approval in Partner Center. These are between you and TikTok Shop.

  • TikTok Shop API availability: outages, rate limits, or changes TikTok Shop makes to its own APIs.

  • Product review rejections: where TikTok Shop declines a product on its own content, compliance or catalog rules. The connector reports TikTok Shop’s reason on the listing; correcting the product is a merchandising decision.

  • Features TikTok Shop does not offer in your market: capabilities are not the same in every market. See TikTok Shop Supported Markets.

  • Fulfilled by TikTok operations: inbound shipments, storage, order picking, packing, delivery and FBT returns are performed by TikTok Shop.

Note

TeqStars may still help with excluded issues under paid support or a service engagement.

Contact Support

Pick a channel. We respond on business days (Monday to Friday).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

[email protected] for long descriptions, logs, and screenshots.
Response time

We aim to reply within 24 hours on business days (excluding regional public holidays).

Required Information

Include as much of the following as possible with your ticket:

  • Odoo version (e.g. 19.0) and edition (Enterprise or Community).

  • Market of the shop (its Shop Region) and the instance’s Fulfillment Type (Seller Fulfilled, Fulfilled by TikTok, or Both).

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (menu clicks, buttons, scheduled actions).

  • Screenshots or a short screen recording showing the error or wrong data.

  • Logs from Marketplaces ‣ Queues ‣ Logs (or relevant Odoo logs), if available.

  • For an import problem, the queue job from Marketplaces ‣ Queues ‣ Queues, including its failing lines.

Warning

Incomplete information (missing version, market, purchase proof, or reproduction steps) may delay diagnosis and resolution.

Before Submitting

Check the following before you open a ticket:

  • Confirm the issue is reproducible on demand, or describe the exact conditions.

  • Check that instance and TikTok Shop settings match Create TikTok Shop Instance In Odoo and related guides.

  • Confirm the feature is available in your market — see TikTok Shop Supported Markets.

  • Rule out conflicts from other marketplace or shipping modules where possible.

  • Confirm the relevant scheduled action is active and configured correctly. They are created inactive — see Automatic Jobs.

  • For stock or order problems, check that each TikTok warehouse has its Odoo warehouse and stock location set — see TikTok Warehouses.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

Changes to fields, workflows, or integrations beyond the stock connector behavior.

Consultation

Architecture, rollout, multi-store design, and best practices with your team.

See also