Upgraded TikTok Shipping and Collections by TikTok (CBT)
As a seller, it is important to understand when the TikTok platform will reimburse for shipping-related issues and what falls under your responsibility. Key points to remember include the 60-day claim deadline and that issues related to product satisfaction are not covered. This policy outlines 3 main categories of claims:
- Scenarios Fully Covered: Issues handled automatically by TikTok.
- Partially Covered Scenarios: Issues reviewed on a case-by-case basis.
- Scenarios NOT Covered: Issues that are the seller's responsibility.
Below is a detailed breakdown of each scenario, along with key requirements for claims.
Who Handles the Claim?
If the Logistics Service Provider (LSP) is determined to be at fault, your packages are covered up to the total retail value of the order. All Upgraded TikTok Shipping and Collections by TikTok claims will be handled by TikTok. You can submit a claim as usual via TikTok Seller Center.
- How to Reach Us: Go to Seller Center → click the Assistant icon / Help Center → Contact Us → enter your question.
- Live Agent Support Hours: Available daily from 5:00 AM-11:00 PM (PST).
- Outside Service Hours: During non-service hours, the virtual assistant will only provide Frequently Asked Questions (FAQs) based on your questions. Live agent support is unavailable through both chat and ticket.
Scenarios Fully Covered by TikTok Logistics (Automatic Approval)
TikTok will automatically approve reimbursement for the following logistics-related issues:
Key Considerations: How to Confirm Lost Packages
When dealing with lost packages, it is important to understand the process for confirming their status:
- Contact the Carrier First
- Sellers must contact the shipping carrier directly (for example, USPS) to verify the status of their shipment.
- The carrier is the only authority that can officially confirm whether a package is lost.
- Carrier Confirmation and TikTok Shop Support
- Once the carrier confirms that a package is lost, this status will be updated in TikTok Shop’s system.
- After confirmation, our support team can assist you with compensation based on the carrier’s proof.
- What You Need to Do
- Obtain official proof or confirmation from the carrier stating the package was received and subsequently lost.
- Submit this proof when requesting reimbursement from TikTok Shop.
Note: These claims are auto-approved if they meet TikTok Shop’s policy requirements.
Partially Covered Scenarios (Case-by-Case Review)
Reimbursement for these issues depends on evidence proving carrier fault:
Key Considerations: The seller bears the cost if the package was poorly packed (for example, fragile items without padding).
Scenarios NOT Covered by TikTok Logistics
TikTok does not reimburse sellers for issues about product satisfaction, only for shipping problems. These scenarios include the following return and/or refund reason codes:
- No longer needed
- Item does not fit
- Item does not match description
- Item does not work
- Defective item
- Color, Pattern, Fabric, or Material is not as expected
Key Considerations: We may not provide reimbursement if there is no evidence that the damage was caused by the shipping carrier (LSP). Damage from previous use or signs that a product was opened before shipping are considered product condition issues. These fall under the \"Item does not match description\" or \"Item not as expected\" scenarios, which are not covered.
What Sellers Should Do Next
- For Covered Claims – Ensure you submit a ticket to the Seller Center via Seller Assistant with proper documentation (tracking, proof of issue).
- For Non-Covered Issues – It is your responsibility to manage returns and/or refunds for these reason codes. You must decide whether to approve or reject the buyer's request and address any related buyer questions or issues.
- For Carrier Fault (Damage/Empty Packages) – Provide clear evidence (photos, videos) to support your claim.
Key Requirements for Claims
To ensure smooth reimbursement processing:
- Proof of Issue – For damaged/empty packages, sellers must provide photo/video evidence.
- Timely Claims – Follow TikTok Shop’s dispute window deadlines.
Claim Eligibility Criteria
To be eligible for a claim, the following criteria must be met:
- The order must be shipped using the provided TikTok Shipping label and scanned by the carrier.
- You must open a claim no later than 60 days from the order creation date.
- The policy only covers packages being shipped to the buyer. It does not cover buyer returns.
- Covered issues include packages marked Return to Sender due to carrier issues. Examples include:\n• Damage\n• Loss\n• Failed delivery\n• Item shortages within the package
Claim Handling Time and Payment
A decision will be provided within 5 business days of receiving a completed claim form. If your claim is approved, the payment will be sent to your seller account within this same timeframe.
Appeals
Sellers can appeal for the following reasons:
- The package was not received.
- The product is damaged or used.
- There are missing parts.
- The wrong product was returned.
- You disagree with a refund issued after a customer dispute.
To appeal a claim decision, follow the guidance provided in TikTok Shop Academy -
Appeal Return/Refund Orders in Seller Center.
Need Help?
If you are unsure whether an issue qualifies for upgraded TikTok Shipping or Collections by TikTok (CBT) reimbursement, contact
Seller Support.
