Upgraded TikTok Shipping and Collections by TikTok - Logistics Coverage & Reimbursement Policy

09/29/2025

Fulfillment

Upgraded TikTok Shipping and Collections by TikTok (CBT)

As a seller, it’s important to understand when the TikTok platform will reimburse for shipping-related issues and what falls under seller responsibility. Below is a detailed breakdown of covered and non-covered scenarios, along with key requirements for claims.

Who Handles the Claim?

If the Logistics Service Provider 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 like normal 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 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:

Delivered But Not Received	The logistics status showed that the package was delivered, but buyer/platform CS confirmed that the customer never received the package.
Package Lost	The carrier confirmed loss/damage of the packages during transit.
Product Arrived Too Late	The package had timely tracking updates but still exceeded the promised delivery window, which caused the loss of both goods value and packages from seller side.

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:

Empty Package or missing/wrong item	Only covered if: The package was tampered with or opened during transit (not due to poor seller packaging).	Example: If the box was clearly ripped open by the carrier, TikTok Shop may claw back funds from them.
Package Damage	Only covered if: Damage occurred during transit (not due to insufficient seller packaging).	Example: If the carrier crushed the box, TikTok Shop may hold them responsible.
Failed Delivery	Only covered if: The package is not returned to you within 30 calander days or does not arrive in good condition.	Example: The carrier attempted but could not successfully deliver the package to the buyer, and the package was not sent back to you for more than 1 month.

Seller Responsibility: If the package was poorly packed (e.g., fragile items without padding), the seller bears the cost.

Scenarios NOT Covered by TikTok Logistics

TikTok does not reimburse sellers for scenarios where the buyer's primary concern of package refund and/or return relates to product satisfaction, rather than a logistical issue. This relates to the following return and/or refund reason codes: No longer needed, Item doesn't fit, Item doesn't match description, Item doesn't work, Defective item, or Color/Pattern/Fabric/Material is not as expected.

Item Doesn’t Match Description or Color/Pattern/Fabric/Material is not as expected	Buyer claims the product received was different from the listing or different than expected. (Seller must handle through TikTok Shop’s dispute process.)
Defective or Damaged Product	Buyer claims the item was broken or faulty upon arrival. (Seller’s responsibility unless caused by carrier mishandling—requires proof.)
No Longer Needed / Doesn’t Fit	Buyer changed their mind or the item didn’t fit. (Seller’s responsibility.)
Malicious Refund & Return	Buyer falsely claims an issue to get a refund. (Seller should report fraud to TikTok Shop.)

If there's no evidence that the damage in question was caused by the LSP, then we will not reimburse. If the only damage is from previous use or the product having been opened previously, that was the state of the product at the time of purchase. It essentially falls under the "Item doesn't match description" or "Item not as expected" scenario, which is not covered.

What Sellers Should Do Next

For Covered Claims – Ensure you submit a ticket to the seller center via seller assistant chatbot with proper documentation (tracking, proof of issue).
For Non-Covered Issues – It is your responsibility to manage the returns and/or refunds for these reason codes, decide whether you will approve or reject buyer's request, and to 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

The order must be shipped using the provided TikTok Shipping label, and be scanned by the carrier. You may open a claim no later than 60 days from order create date. The platform doesn't cover buyer returns; it only covers packages being shipped to the buyer, including those marked Return to Sender due to carrier issues (e.g., damage, loss, failed delivery, or item shortages within the package).

Claim Handling Time and Payment

The decision will be provided within 5 business days from receiving a completed claim form. If your claim is approved, TikTok will pay out the amount directly to you within this same timeframe. You will receive the approved claim amount back to your seller account.

Appeals

Sellers can appeal if the package was not received, the product is damaged or used, there are missing parts, the wrong product was returned, or if they disagree with a refund issued after a customer dispute.

To appeal a claim decision, follow the guidance provided in TikTok Shop Academy - .