Introduction

The TikTok Shop Chargeback Policy outlines the procedure for sellers handling chargebacks initiated by customers on TikTok Shop.
All sellers who offer products for sale through TikTok Shop must do so in accordance with the TikTok Shop Chargeback Policy.
Important: This policy applies to all sellers selling in the US.
This policy is not exhaustive, nor intended as legal advice. Sellers must seek independent legal advice if they have questions about the laws and regulations concerning their products.
This policy is updated periodically. Sellers must check this page regularly to ensure compliance with our current policy.

Definitions

ChargebackA chargeback occurs when a customer disputes a transaction and requests a refund directly from their financial institution or card issuer (collectively, "financial institutions").
Customers may file chargebacks for several reasons, including but not limited to:

• The order was not received.
• The order arrived but did not match the product listing description.
• The order arrived, but was damaged.
• Billing errors
• Duplicate charges
• The customer reports that they did not purchase the item and suspects that their card was used fraudulently.

Chargeback Procedure

If a shop receives a chargeback, TikTok Shop's third-party payment processor will contact TikTok Shop and ask for details about the transaction in order to resolve the chargeback. TikTok Shop will notify sellers through Seller Center if additional information is needed to resolve the chargeback. This information will need to be provided within the timeframe specified in the email.
TikTok Shop will cover the cost of the charges related to specific orders that are labeled as "Unauthorized Payment" by financial institutions. Sellers who recieve chargebacks due to the suspicious activity are still liable for the chargeback loss and any related fees.

Appealing a Chargeback Claim

To appeal a chargeback, sellers must respond in Seller Center within seven (7) calendar days of the chargeback notification to ensure the financial institution or card issuer deadlines are met. The specific reply-by date can be found in the chargeback notification. Sellers must include all required documents in the appeal (see details below). If sellers do not provide the necessary documents or if the financial institution decides in favor of the cardholder, TikTok Shop will charge the seller account the amount of the chargeback.
After a seller submits an appeal, TikTok Shop will review the information provided, create supporting documentation (sometimes referred to as "representment"), and submit to the financial institution on the seller's behalf.
Appealing a chargeback requires representation that costs $10 per chargeback (as well as any additional fees, such as state or local taxes). Representment means that TikTok Shop builds and presents the seller's case to the financial institution. However, because TikTok Shop does not have any control over the chargeback appeal, the appealed chargeback fee will be collected regardless of the outcome of TikTok Shop's appeal representation.
If a seller has provided the required information and the chargeback is classified as "Unauthorized Payment," the seller will not be charged an appeal chargeback fee and TikTok Shop will not collect the chargeback amount from their account.
Chargeback appeals can take up to 90 days to process from the date of the initial chargeback notification. TikTok Shop will inform the seller of the appeal's outcome in the Seller Center, and if the seller is held financially responsible for the chargeback.

Required Information for Appeals

To appeal a chargeback, sellers must include the following information in their appeal:

• The status of the transaction
• A description of the product, and
• Proof that the item was received by the cardholder

Additional documents sellers may include, but are not required to add:

• Order confirmation emails
• Details of any changes, refunds, or cancellation of an order
• Tracking numbers
• Images of the product
• Customer message records

Note that any supporting documentation forwarded to TikTok Shop in an appeal may be presented to the financial institution. As a result, ensure that all documentation is relevant to the appeal.

Preventing Chargebacks

To minimize the likelihood of a customer filing a chargeback:

• Include clear photos and accurate descriptions of your products in your product listing details.
• Publish clear shop policies about returns and refunds.
• Respond quickly to customers and replace defective or damaged products.
• Ship products as soon as possible, after payment is collected for an order.
• Pack and ship products in a way that protects them from being damaged in transit.
• If shipping is delayed, inform customers of order updates.

Enforcement Actions

Excessive chargebacks and failure to comply with this policy may lead to:

• Temporary or permanent suspension of selling privileges on TikTok Shop
• Financial responsibility for chargeback costs incurred by TikTok Shop
• Account suspension or termination

Enforcement actions are enacted per our TikTok Shop Seller Performance Evaluation Policy.