-if any item requires special handling, the seller should notify the shipper before shipping

-sellers should not send any information to ask for positive customer reviews or inappropriate information

-

-If the seller and customer are unable to resolve the problem on their own, we may intervene in accordance with the TikTok Shop’s post-sale dispute resolution policy.

-If a customer raises a post-sale problem due to a broken product or a damaged package, the following rules apply:

- the shop will investigate to determine the liability of the seller or shipper

- the shipper will not be liable if the package is damaged due to the seller's failure to pack the item securely.

● Customer's full name and postal address (including zip code or postal code)

● Customer Order Number;

● Full Name and Address of the Seller.

● Each carton box must be accurately labeled.

note:

-The carrier may destroy or liquidate the wrongly labeled product if the owner is not known.

-The shipping company may also have to re-stick the product, and the seller will pay the cost.

-Stick the barcode firmly onto the paper box

● Complete all packing and contact the carrier to get the package.

● After completing the delivery of the package, the seller must follow the following steps in the sales center: 

i. Updates order status to "Shipped" within 2 working days after the buyer pays 

ii. Enter a valid package status tracking ID. 

iii. Enter the name of the carrier. 

iv. Updates the order status to "Delivered" after the product has been delivered. 

note:

The seller can only apply this option in a limited number of circumstances, such as:

○ Products that need to be installed (e.g., air conditioning, fans, or wall suspension)

○ Products that require special treatment (e.g., products that are sensitive to temperature or climate, such as flowers, chocolate, and vegetables)

○ Hazardous products such as batteries and lights

○ Heavy or bulky products

● Pick up

● Sending

Last Order Status

● For delivery by seller, TikTok Shop will use logistical data provided by a third-party company to check and verify the status of the order. It is important to note that the seller bears full responsibility for customer claims related to logistical problems or errors.

● For the TikTok Shipping form, the shipper will update the Seller Center order status to “Delivered” after receiving the recipient's signature or confirmation.

● For the form of delivery by seller, the seller should have a separate contract with the selected carrier(s) and establish the necessary controls to check the quality of the carrier's service.

■ If the seller does not deliver the goods within 15 calendar days after the order was placed, we will consider the order to be delayed and charge the seller 2 Violation Points.

■ If the seller does not deliver the product to the buyer within 30 calendar days after their order, the order will be automatically cancelled.

● For the TikTok Delivery form, the seller can check for updates to the delivery status in the "Order Management" section of the Sales Center.

■ If the carrier does not deliver within the promised delivery time (based on tracking information or feedback from the shipping service provider), then it will be considered a delayed delivery.

■ When an abnormal delivery situation occurs, such as a damaged package, a package lost, or delayed delivery, we can cancel the order and/or notify the customer to make a refund request.

TikTok Shop will cancel both the pre-order and the standard order if the order is not delivered before the respective shipping deadline. The conditions for automatic cancellation on TikTok Shop vary depending on whether the order is a standard order or a pre-order.

● Standard orders (not pre-ordered) are orders that sellers can complete under the TikTok Shop Standard Service Level Agreement (SLA).

● Pre-orders are orders that require a longer completion time than the Standard Service Level Agreement (SLA). Pre-booking only applies to a certain number of invited sellers.

● The seller must complete all packing work, schedule receipts, and deliver goods to the carrier within the specified time.

● The "Shipped" status will be displayed in the Seller Center → "Order Management.".

● If the carrier has a delay, the seller can file a complaint by choosing the item “Claims & Disputes: Carrier.”.

● Update the order status in the Seller Center to "Needs shipping; waiting for delivery.".

● the seller must deliver the goods at the selected delivery point.

● After the shipment, the shipper will come to pick up the package and update the order status to “Shipped” in the system.

note:

-The seller must complete the packing and select the nearest delivery point in the Seller Center

-If there is any delay on the part of the shipping company, the seller can file a complaint by choosing "Complaints & Disputes: Shipping.".

Shipping Fraud:

● Transportation of empty packages.

● Full air delivery of ordered products

● Send products that do not match the description on the product page or order details.

● Fake shipping label information such as warehouse address, shipping route, recipient information, delivery address, etc.

● Incorrect shipment tracking information (e.g., invalid shipment code, duplication, no updated shipment status after 24 hours of delivery code, etc.).

● The customer's delivery address does not match the shipping route.

● The order and shipping information did not match.

● All other shipment information is inaccurate or misleading.

Refund/Return Policy

- All sellers must respond to all return/refund requests within 1 business day of the customer submitting the request. If the seller does not object to the request, the system will automatically approve the refund request.

- The seller must not reject a customer's request without a valid and sufficient reason

- If the seller rejects a return/refund request, the customer can submit a second request within 48 hours after the seller's rejection; otherwise, the return/refund request will be closed by TikTok Shop.

- After the seller approves the return/refund request, the customer must upload the necessary logistics information to return the product within five calendar days of the seller approving the return request; otherwise, the return/refund request will be closed by TikTok Shop.

- After the customer uploads the shipping information of the returned product, the seller must confirm receipt of the returned product in Seller Center.

- If the seller does not take any action within 2 business days of receiving the returned product, the return request will be automatically approved.

- If the seller does not receive the returned product within 14 calendar days after the customer uploads the shipping information of the returned product, the platform will automatically refund the customer. The seller can contact TikTok Shop support for compensation if the returned product is deemed to be delayed or lost in transit.

- The seller must refund the exact amount paid by the customer for the product.

- According to TikTok Shop's current enforcement policies, if the seller's account is terminated in the applicable cases, TikTok Shop will cancel any refund requests submitted by the customer. TikTok Shop reserves the right to cancel the relevant refund requests to protect the interests and rights of the customer.