Introduction

• Applicable sellers : This program is applicable to sellers using upgraded TikTok Shipping and Collections by TikTok (CBT).
• Launch date: Launch will happen in phases starting April 2.
• Service fee rate: 1% of the total package amount, which is the sum of the actual amount paid by the shopper plus the platform subsidy; this service applies to packages with a total amount > $100; for packages with a total amount ≤ $100, TikTok Shop will waive the shipping protection service fee;
• Compensation Baseline: Without subscribing to the protection service, the maximum compensation for packages is $100; for subscribed packages, compensation is based on the actual amount paid by the shopper plus the platform subsidy, with a maximum of $15,000.
• Scope of Service: Package loss, damage, delivered but not received (DNR) caused by the logistics provider, or any tracking stagnation exceeding 10 calendar days after successful pick-up.
• Claim SLA: Completion within 6 hours from the time the service provider accepts the claim form; completion within 48 hours from the time the logistics seller service accepts the claim form.
• Service Subscription Entry: Logistics -> Fulfillment -> Shipping Protection Setting.
• View Claims Packages: Seller Center -> Manage Orders; Seller Center -> Manage Returns.

How to Purchase Insurance

Additional details are accessible via the view-more option.Protection enrollment may be completed by selecting Register.

Automatic Claims

Claims from Manage Order Page

1. Single‑package order: Navigate to Orders > Manage orders, locate the order, and select Eligible to claim. The claim may also be initiated via Protection claim in the expandable section.
2. Multi‑package order: Navigate to Orders > Manage orders, locate the order, and select Protection claim in the expandable section.Claim status and results are displayed separately for each package.

Claims from Manage Returns and Refunds Page

1. Single‑package order: Navigate to Orders > Manage returns, locate the order, and select Eligible to claim.The claim may also be initiated via Protection claim in the expandable section.

2. Multi‑package order: Navigate to Orders > Manage returns, locate the order, and select Multiple claim status in the expandable section.Claim status and results are displayed separately for each package.

Policy & Claim Dashboard

View Shipping Protection Settlement

Frequently asked questions

1. Is the subscription for Shipping Protection Program based on shop level or order level?

Answer: The current service subscription is at the shop level, and after subscribing, packages with an amount > USD 100 will be automatically insured.

2. Can I unsubscribe after subscribing?

Answer: Yes, sellers can subscribe to/unsubscribe from the Shipping Protection Program at any time, and the subscription/unsubscription will take effect for packages whose status is updated to "In Transit" after the subscription/unsubscription.

3. Can I submit claims for orders from last year?

Answer: No. You may open a claim no later than 60 days from order create date.

4. What is the insured package node?

Answer: If a seller subscribes to the Shipping Protection Program at the shop level, actual protection will be purchased after the package status is updated to "In Transit".

5. The package value is > USD 100, but there is no tracking information, and the order has been in the "Awaiting Collection" status. Can I file a claim?

Answer: No, Shipping Protection will only be provided once the package status is updated to "In Transit". If it remains at "Awaiting Collection", the seller needs to contact the warehouse to troubleshoot and locate the package.

6. Sellers have split or combined packages. What are the standards for Shipping Protection and claims?

Answer: In the scenario of package splitting and combining, if the package value is ≤ USD 100, it will not be automatically insured; if the package value is > USD 100 and the seller subscribed shipping protection program, it will be automatically insured; if the package value is > USD 100 but the seller doesn't subscribe to shipping protection program, it will not be insured. Claims are made on a per-package basis. If the package value ≤ USD 100, compensation will be based on the amount paid by the buyer + platform product subsidy (if any); if the package value > USD 100 and the seller has not subscribed program, compensation will be USD 100; if the seller has subscribed program, compensation will be based on the amount paid by the buyer + platform product subsidy (if any), with an upper limit of USD 15,000.