On this page:

• Pickup SOP
• Failed Delivery and Return SOP
• Compliance & Enforcement
• Support & Contact Information

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Pickup SOP

This guide is intended for sellers on TikTok Shop who fulfill customer orders from their own premises and have been invited to use Collection by TikTok (CBT) as a partner carrier (for applicable packages in the TikTok Shipping CBT Area CoverageTo learn how to properly process CBT packages from the warehouse, please refer to How to Fulfill Orders from a Seller Warehouse

Appointment Scheduling SOP

Pick-up Schedule

• CBT service providers will contact the sellers' warehouse by phone on the day of collection to confirm the package volume, pick window and the progress of warehouse operations. In case of any abnormal situation, sellers need to promptly inform CBT service providers.
• CBT will provide free daily pickup service for sellers.The collection time window is usually as follows.

• CBT will pick up packages from your facility at the same time each day, based on your preferences, location, and package volume.
• If the packages are not picked up due to labeling and packaging issues, please re-print the labels or re-pack the packages.
• If sellers' warehouse misses a pickup appointment or wishes to change the regular pickup time slot, the seller should proactively contact the service provider. Contact details for each service provider are as follows:

• If you need to confirm your collection service provider: CBT Collection Service Provider Change
• If your warehouse would like to contact CBT Pickup, you are welcome to click this to join the CBT warehouse notification group

Important Considerations

Pickup cancellation

• Same-day cancellations need to be communicated with carriers directly by cut-off time (9am local time):
• Ensure rescheduling is done one working day prior to the pickup and that the change applies to the correct date.

• Ensure that the contact information retained in the system is accurate so that the pickup contact person can be reached.
• Proper Label & Package Shipments: Ensure all packages have shipping labels and meet packaging & labeling guidelines.
• Be Ready at Pickup Time: Keep packages in an accessible area prior to pick up time.
• Check Carriers Pickup days:

CBT (Collection by TikTok) : Available Monday through Sunday, excluding national holidays.

Issue Escalation & Rescheduling

• For any issues or rescheduling needs, contact the carriers directly, and provide the below information/template:
  • Shop name
  • Warehouse address
  • Contract person
  • Phone/Email
  • Package Tracking No
  • Additional Remark

Package preparation and handover

Pre-Handover Preparation

Package Verification

• Ensure all packages meet labeling and packaging requirements
• Check for any restricted or prohibited items per platform regulations.
• Ensure that all CBT outbound parcels use official CBT shipping labels.

Labeling Requirements:

• Print the shipping label using the designated label printer.
• Shipping labels must be clear, legible, and securely attached to a flat surface on the package.
• Barcodes should be easily scannable, without folds, wrinkles, or obstructions.
• Ensure that special handling labels (e.g., fragile, perishable, hazardous materials) are correctly applied when necessary.

Packaging Requirements:

• Please avoid handing over loose packages.
• Use transport-worthy boxes or poly bags appropriate for the shipment contents.(The weight per box shall not exceed 23kg)
• If the quantity exceeds 6 boxes, please use pallets for packaging. The stacking height of pallets must be less than 2 meters, and stretch film must be used for fixation.
• Ensure internal cushioning (bubble wrap, foam, packing peanuts) is used for fragile items.
• Seal all openings securely with high-quality packing tape to prevent tampering or damage.
• Avoid excessive empty space inside the package to prevent items from shifting during transit.

Package Handover

Sorting in sellers' warehouses(Must):

• Sellers' warehouses need to set up a new last-mile channel for CBT, warehouses must separate CBT packages for sorting and packaging then handover to CBT collection service provider.
• The seller's warehouse must sort and pack all CBT parcels separately and have them picked up by the CBT pickup carrier. There is no need to distinguish sub-channels such as CBT USPS or CBT OnTrac. It is strictly prohibited to hand over CBT parcels directly to last-mile delivery carriers.
• CBT parcels must be handled exclusively by the carrier designated by CBT for pickup. Mixing CBT parcels with other shipping channels such as USPS may result in logistics tracking information failing to update, negatively impacting the customer experience. In such cases, the order will not be eligible for TikTok’s service protection exemption policy.

Sorting approach:The warehouse can sort packages through the following two methods:

1. Sort packages by the "CBT" tag on the shipping label.

2. Sort packages by scanning shipping labels through automated sorting machines.

• CBT (Collection by TikTok)

Provider name: Collection by TikTok Provider ID：7502286278856017685

• CBT (Collection by TikTok)

Shipping service name: Collection by TikTok Shipping service ID：7503454530349205291
Handover requirementsA valid pickup handover location must meet the following criteria:

• Be a specific building / warehouse / storefront (with an accurate street address and door number).
• Have space that allows trucks to legally park and be equipped for pallet loading/unloading (e.g., loading docks or a flat level ground).
• Have warehouse staff present at the time of handover to conduct the handover and sign the handover documents.

Valid handover:

• CBT pickup staff are responsible only for collecting orders designated for CBT. Non-CBT parcels will not be processed and will be regularly scraped. If any logistics issues arise due to incorrect pickup of such parcels, those orders will not be covered by TikTok Shipping’s protection policy, and the seller shall bear the corresponding responsibility.
• Cross-warehouse shipping is strictly prohibited. The package must be shipped from the same warehouse address that was used to generate the shipping label. If any logistics issues arise due to incorrect pickup of such parcels, those orders will not be covered by TikTok Shipping's protection policy, and the seller shall bear the corresponding responsibility.

Sign handover documents

• When the CBT service provider picks up the parcels on site, they will bring a paper or electronic handover form. After the handover is completed, the seller's warehouse must sign the handover form to confirm, thereby completing the formal handover process.

Issue Escalation & Resolution

If any issue arises during the loading or handover process:

1. Communicate immediately with the carrier representative.
2. Document the issue with photos, timestamps, and shipment details.

Compliance & Penalties

• Non-compliance with package loading and handover SOPs may result in service suspension.
• Repeated issues leading to carrier escalations may lead to removal from the shipping service.
• Sellers must maintain records of compliance for audits and dispute resolution.

Failed Delivery and Return SOP

Failed Delivery Package Receiving SOP

We strongly recommend you use the same address as the outbound for receiving failed delivery packages.

1. Package Check-In:
   • Scan and log all failed delivery packages upon arrival in the system.
   • Verify package details & seller against the shipment record.
2. Inspection:
   • Check for visible damage, incorrect labeling, or missing items.
   • Categorize packages as:
     • Resellable – No damage, correct item
     • Damaged – Physically damaged or missing parts
     • Mislabeled – Incorrect address or misrouted
3. Sorting & Handling

• Resellable Packages:
  • Move to inventory storage.
  • Update system records accordingly.
• Damaged Packages:
  • Move to the designated damaged holding area.
  • Record damage details and escalate to relevant teams for next steps.
• Mislabeled Packages:
  • Notify the responsible team to investigate and relabel if necessary.
  • Coordinate with the carrier for reprocessing.

4. Documentation & Communication

• Ensure all failed delivery packages are properly recorded in the system.
• Maintain accurate records to track trends and improve processes.

Customer Return Address

Please maintain the correct customer return address on seller center.
If you move the return warehouse, make sure you update it on seller center immediately.

Compliance & Enforcement

To maintain service quality and carrier relationships, sellers must strictly follow all SOPs.

• Warning & Escalation Process: If a seller fails to comply, they will receive a formal notice with corrective actions.
• Service Suspension: Repeated non-compliance will result in removal from the shipping program.

Adhering to the SOPs is mandatory to maintain access to the service. Failure to comply may result in carrier escalations, penalty charges from TikTok Shop and removal from the program.

Support & Contact Information

For questions or assistance, please contact:

• For pick-up scheduling or to report issues with package handover, please contact local carrier dispatch team.
• For abnormal package status (lost, long pending, exception handling etc.), please contact TikTok customer service.
• For billing issues, please contact TikTok customer service.

We appreciate your cooperation and look forward to helping you streamline your shipping operations with our new service!