Key Points:

• Orders must reflect genuine customer purchases. Creating or manipulating orders to inflate sales, reviews, or shop performance is strictly prohibited.
• Sellers must deliver products exactly as described in the product listing. Items that differ significantly from the listing or arrive incomplete or empty are not allowed.
• Sellers and creators must not redirect customers off TikTok Shop to complete purchases or transactions on other platforms.

This document outlines the requirements for fraudulent order activities on TikTok Shop. Order fulfillment and delivery practices are also subject to our Fulfillment Policy and Customer Order Shipping Requirements. Sellers must comply with this document, the Fulfillment Policy, and the Customer Order Shipping Requirements when processing and fulfilling orders on TikTok Shop.

Fraudulent Orders

Fraudulent orders refer to orders or related activities intended to manipulate platform systems, mislead users, or bypass TikTok Shop policies. These behaviors are strictly prohibited on TikTok Shop, as they undermine marketplace trust and may harm customers, sellers, and the overall platform. The following sections outline examples of fraudulent order behaviors that are not permitted on TikTok Shop.

Malicious Orders

A malicious order refers to any order of an item or a service on TikTok Shop that is not made by a legitimate customer. Malicious orders can be placed for a variety of reasons, such as increasing sales performance (for example, faking order counts, shop ratings, product reviews, etc.).

Items that do not match the listing description

Sellers must deliver products as described in their product listings. Items received by customers cannot be significantly different from the product's listing details or images. This behavior includes but is not limited to the following behaviors:

• The item received by the customer is a different color, model, version, or size.
• Item parts are missing or an empty package is received by the customer.
• A seller uses their official shop creator account to promote a product from their official shop that is significantly not as described.

Diverting Traffic

Diverting traffic occurs when sellers or creators attempt to redirect traffic off of TikTok Shop for any reason, such as seeking payments and transactions offline or using a third-party platform. Diverting traffic includes, but is not limited to:

• Sharing personal contact details with the intent to process offline transactions
• Making offers to buy or sell products off of the TikTok Shop platform

Enforcement Actions and Appeals

We regularly review shops for compliance with our policies. If violations are identified, we will take enforcement actions on your shop. This may include, but is not limited to:

• Deducting points from your Account Health Rating
• Removing product listings
• Revoking your access to offer products for sale
• Issuing refunds to customers
• Suspending or terminating your account

For more information on enforcement actions, refer to our Seller Enforcement Policy. If you would like to appeal an enforcement action, visit the Appeals section for guidance.