Overview

The TikTok Shop After-Sale Dispute Escalation Policy provides some requirements for TikTok Shop's after-sale dispute handling services. This policy applies to customers who escalate disputes between themselves and sellers due to after-sale issues (via our after-sale dispute handling service). They also explain our principles, procedure, and basis for dispute handling and resolution.
The TikTok Shop After-sale Dispute Handling Service is an addition to the remedies and rights available to customers under US laws. Any restrictions or limitations set out in these policies relate to the availability of the after-sale dispute handling service offered by TikTok. They do not impose any constraints on a customer's rights under applicable law to directly raise after-sale issues with the seller, TikTok, or third parties.
Our TikTok Shop policies are updated periodically. Sellers are responsible for checking this page regularly to ensure that they comply with our current policy.
Important: This policy applies to all sellers selling in the US.

After-sale period

• If a customer wishes to raise a dispute via the TikTok After-sale Dispute Handling Service, they must submit the request within our various acceptance periods outlined in Section 8. Once the acceptance period lapses, all disputes shall be handled and resolved between the seller and customer without TikTok Shop's involvement.
• Unless otherwise required by applicable law, TikTok Shop will not be involved beyond facilitating communication between both parties.

Eligibility

TikTok Shop only accepts after-sale disputes raised by customers who purchase on TikTok Shop. We do not handle any disputes concerning transactions outside of our platform.
The following circumstances are beyond the scope of these guidelines:

• The customer fails to initiate a dispute within the prescribed acceptance periods outlined in Section 8.
• The customer is not an actual TikTok Shop buyer.
• The customer decided to withdraw the dispute.
• No valid transaction occurred between the customer and the seller.
• Either party fails to perform the agreed actions or intends to breach the agreed resolution that was determined by our After-sale Dispute Handling Service.
• An ongoing product return/refund request is in process.
• There have already been two dispute requests closed for the involved product(s).

Without TikTok's involvement, the customer or seller may still seek further remedies via the judicial process or other proper channels.

TikTok Shop's Involvement

TikTok Shop will act as a reasonable party to any after-sale dispute arising from unresolved conflict or breakdowns in negotiations between sellers and customers. All outcome decisions are made at TikTok Shop's sole discretion. We do not guarantee that the dispute settlement result will meet the expectations of customers or sellers, nor do we bear any responsibility for any outcomes.
Customers and sellers are at any time entitled to resolve their disputes without TikTok's involvement and seek other remedies authorized by applicable laws.

TikTok Shop Dispute Judgment

TikTok Shop will look into disputes escalated to us based on the supporting materials submitted by the seller and customer.
Both the seller and customer must ensure the following:

• All supporting documents/materials must be submitted within the prescribed time limit outlined in Section 8.
• All submitted information must be authentic, relevant, complete, and accurate.

If the seller or customer fails to submit the necessary supporting materials, we will make a judgment based on the materials we have received. We may also conduct further investigations based on the submitted evidence.

After-Sale Dispute Procedure

Platform Intervention

TikTok Shop encourages customers and sellers to attempt to resolve after-sale requests by themselves. All sellers should comply with our TikTok Customer Order Cancellation, Return and Refund Policy when dealing with customer after-sale requests.
If the after-sale request cannot be resolved, TikTok Shop will intervene if the customer submits a dispute request to us via our after-sale dispute handling service.

Supporting Material Submission

Sellers and customers must submit all necessary supporting materials for TikTok Shop to judge the dispute.

• We will first refer to the supporting documents submitted by the customer in previous communications with the seller regarding the initial after-sale request.
• If additional supporting materials are required, the seller and customer are responsible for collecting and submitting the materials as needed. For some examples of supporting material, please refer to the table below.

Investigation and Communication

TikTok Shop will use all submitted supporting materials as well as relevant data in our system (such as order details) to judge the dispute. During the dispute handling process, we will use the seller's customer service contact information and the customer's contact information as the primary communication channels to notify both parties about the outcome of the dispute.

Dispute Cancellation

If customers and sellers are able to reach a mutual agreement, they can cancel the after-sale dispute request. If a dispute is withdrawn by the requester or rejected by us, the customer can initiate a new request within the stipulated acceptance period.
A customer can raise a maximum of 2 dispute requests with respect to each product.
TikTok Shop will stop intervention in the following circumstances:

• The customer and the seller agree to handle the dispute by themselves.
• The customer or the seller decides to start a judicial process via the courts, a regulatory body, external mediation, or any other dispute resolution process.

Dispute Judgment

The following are our guidelines regarding dispute judgment:

• If we determine the submitted materials support the customer's dispute request, we will decide in favor of the customer.
• If we determine that the submitted materials support the seller's claims, we will support the seller and reject the customer's dispute.
• If we determine that the customer's submitted materials are insufficient to support their dispute request, we will decide in favor of the seller. For an illustration of our judgment rationale, please refer to the After-Sale Dispute Framework below.
• If we determine that the seller's submitted materials are insufficient to support their dispute request, we will decide in favor of the customer. For an illustration of our judgment rationale, please refer to the After-Sale Dispute Framework below (Section 8).

Once a judgment is made, we will notify the customer and seller simultaneously. Both parties can check the outcome details through the Seller Center (for sellers) or My Account (for customers).

• If the customer is not satisfied with the judgment, they can raise another dispute request to us. One customer can raise a maximum of two dispute requests per product. The request must be raised within two (2) calendar days after being notified of the judgment.
• If the seller is unsatisfied with the judgment, they can raise a ticket to TikTok Shop for appeal. Sellers may submit a ticket in the Seller Center or email support-us@tiktok.com. The request must be raised within two (2) calendar days after being notified of the judgment.

Post-dispute Actions

If there is no further disagreement, the party (seller or customer) that has been determined responsible for the dispute must follow TikTok Shop's final judgment and complete any post-dispute actions.

Seller Post-dispute Actions

If we determine that the seller is responsible for the dispute, they must take all necessary steps (or post-dispute actions) to follow the final judgment within 48 hours. If sellers fail to do so, our payment service provider will automatically deduct any payments from the seller.
Examples of post-dispute actions include:

• Refund or replacement of products.
• Sending necessary products.
• Any other determined remedy.

If any shipping fees are involved, the sellers should bear the shipping fee.

Customer Post-dispute Actions

In most cases, customers will be required to return the product to the seller. If the product is unsuitable for a return (e.g., counterfeit, wholly damaged, lost or customized products), a refund will be processed without a product return.
Below are some product return scenarios.

• The product(s) were inconsistent with the product listing.
  • If the claim is about deceptive or fraudulent products, once the customer returns the product (and uploads the return shipping information), the seller must bear all the risk of product breakage, damage, and loss.
  • If the claim does not involve deceptive or fraudulent products, once the customer returns the product (and uploads the return shipping information), the seller should bear the risk of product breakage while the customer should bear the risk of product damage and loss.
• The product(s) have quality issues.
  • If the product quality issue is significant (for example, the products are not functional or workable), once the customer returns the product (and uploads the return shipping information), the seller should bear all the risk of product breakage, damage, and loss.
  • If the quality issue is minor (for example, the sound of some electrical toys is too soft), once the customer returns the product (uploads the return shipping information), the seller should bear the risk of product breakage. In contrast, the customer should bear the risk of product damage and loss.

Further Information

TikTok Shop may use third-party information to verify disputes. This information may be used as a reference for our decision-making outcomes.
If sellers deliver a large number of products that are of inferior quality or are inconsistent with the product listing, we will take the following steps:

• We will investigate whether the seller had no intention of fulfilling the order accurately.
• If it is determined that the seller acted in bad faith and did not intend to fulfill the order, we will support a refund from the seller to the customer.

If the seller's products are reported by the media as unqualified or unsafe, or the product is tested to be hazardous by a certified regulator or authorized third party, the following will occur:

• We will support a refund from the seller to the customer.
• The seller shall be held responsible for any product recalls and must support all refunds to the customer.
• Where product recalls are not applied to all batches of products, the seller must provide supporting documents to justify why the remaining products were not recalled.

After-Sale Dispute Framework

Scenario	Description	Acceptance Periods (after this period, TikTok Shop will not make any judgment but redirect the customer to the seller)	Supporting Material Submission Period	Supporting Material and Documentation Requirements	TikTok Shop Dispute Judgment Timeframe	Consequence
Inconsistent Products	The quantity or attributes of the received product(s) do not match the order. This includes missing items or components, wrong colors, specifications, or models, etc.	Within thirty (30) calendar days from the change in order status to "Delivered".	Customer: - Customers must submit supporting materials within 48 hours after filing a dispute request. Seller: - Sellers must submit supporting materials within 48 hours of being notified of the customer dispute request.	If the product is inconsistent, the customer must provide shipping details, photos, videos, etc. to demonstrate the problem. Sellers must provide relevant evidence using shipping details, photos, videos, etc. as their supporting materials.	Within 48 hours after the receipt of supporting documents	If the customer's claim is verified, the seller must either send the correct product(s) or replace the inconsistent product(s). If the seller does not agree with the customer's evidence, the seller must collect and submit additional valid supporting materials to prove the product was not inconsistent with the listing. If no supporting materials are submitted by the seller, TikTok Shop will support the customer's claim.
Counterfeit Products	The product is suspected to be counterfeit.	Within thirty (30) calendar days from the change in order status to "Delivered".	Customer: - If the counterfeit issue is visible to the naked eye, customers must submit supporting materials within 48 hours after filing a dispute request. - If the counterfeit issue is not apparently visible (for example, malfunctions) customers must submit supporting materials within 15 calendar days after filing a dispute request. Seller: - Sellers must submit supporting materials within 48 hours of being notified of the customer dispute request.	If the product quality issue is visible, the customer must provide photos or videos to demonstrate the problem.If the product quality issue is not apparently visible, the seller must provide relevant evidence to show the product meets the market's product quality requirements. The evidence may be a commercial invoice, a contract with an upstream supplier, testing reports issued by a manufacturer, a third-party laboratory, or a competent agency.	Within 5 calendar days after the receipt of supporting documents	If the product is verified to be counterfeit, the customer should not ship it back to the seller. Instead, they should destroy or discard the item. TikTok shop will support a refund from the seller to the customer.
Product Quality and Safety Issues	The product has quality problems and cannot be used normally. For example, a charging cable cannot charge products or furniture lacks assembly parts, etc.	Within thirty (30) calendar days from the change in order status to "Delivered"	Customer: - If the product quality issue is visible to the naked eye (such as damage and deformation, etc.), customers must submit supporting materials within 48 hours after filing a dispute request. - Where the product quality issue is not apparently visible (such as excessive formaldehyde in clothing), customers must submit supporting materials within 15 calendar days after filing a dispute request. Seller: - Sellers must submit supporting materials within 48 hours of being notified of the customer dispute request.	If the product quality issue is visible, the customer must provide photos or videos to demonstrate the problem.If the product quality issue is not apparently visible, the seller must provide relevant evidence to show the product meets the market's product quality requirements. The evidence may be a commercial invoice, a contract with an upstream supplier, or testing reports issued by a manufacturer, third-party laboratory, or competent agency.If a customer claims that a cosmetic product has caused an allergic reaction, the following requirements must be met: - Valid evidence that can support the allergy claim, including medical certificates issued by hospitals and photos of the body affected by allergic reaction.- Direct proof that demonstrates the causal relationship between the purchased product and the customer's allergies.	Within 5 calendar days after the receipt of supporting documents	If the seller cannot provide relevant evidence proving the product is of good quality, they will need to refund the customer.If the seller provides relevant evidence that is determined to be credible of the product's adequate quality, we will reject the customer's dispute request unless the customer can provide supplementary evidence that defeats the seller's supporting materials.
Delayed Delivery	The package failed to be delivered to the customer within the estimated delivery time.	Within 48 hours after the last shipment information was updated in the track shipping page.	Customer: -Customers must submit supporting materials within 48 hours after filing a dispute request. Seller: - Sellers must submit supporting materials within 48 hours of being notified of the customer dispute request.Carrier: - Carriers must submit supporting materials within fifteen (15) calendar days of being notified of the customer dispute request.	The customer must provide evidence including the shipping label, receipt, photos or videos, etc.The seller must provide shipping labels, receipts, photos or videos, etc.	Within 24 hours after the receipt of supporting documents	For shipping mode "Ship by Seller": If there is valid / verified evidence to show that the delivery is indeed delayed, the seller should provide compensation to the customer, including, but not limited to, providing the customer with a refund. For shipping mode "Ship by TikTok": If there is valid / verified evidence to show that the delivery is indeed delayed, TikTok Shop will provide compensation to the customer, including, but not limited to, providing the customer with a refund.
Lost Package(s)	The consumer did not receive the goods.	Within twenty-eight (28) calendar days after the last shipment information was updated on the track shipping page.	Customer: - Customers must submit supporting materials within 48 hours after filing a dispute request. Seller: - Sellers must submit supporting materials within 48 hours of being notified of the customer dispute request.Carrier: - Carriers must submit supporting materials within fifteen (15) calendar days of being notified of the customer dispute request.	The customer must provide evidence to show that the delivery address was correct. The seller must provide shipping details, photo, video, etc., that demonstrates the product was indeed sent out or handed over to the carrier. If the seller used the "Ship by Seller" mode, then the seller must also provide evidence to show that the package was indeed delivered to the customer's address.	Within 24 hours after the receipt of supporting documents	If the package is confirmed to be lost, all the involved parties must provide the necessary supporting materials. If one party cannot provide sufficient evidence, that party will be considered liable for the lost package.For shipping mode "Ship by Seller": The seller will need to provide compensation, including, but not limited to, refunding the customer fully or sending the ordered item.For shipping mode "Ship by TikTok":The logistic service provider will be responsible for package loss. We will support a refund to sellers according to our relevant Terms of Service.
Damaged Package(s)	The package is badly damaged.	Within fifteen (15) calendar days from the change in order status to "Delivered"	Customer: - Customers must submit supporting materials within 48 hours after filing a dispute request. Seller: - Sellers must submit supporting materials within 48 hours of being notified of the customer dispute request.	The customer must provide evidence to show that the package was delivered damaged. If the seller utilized a shipping carrier, the Seller must provide shipping details, photo, video, etc., demonstrating that the product was packed well and sent out or handed over to the carrier in good condition. If the seller used Ship by Seller mode, then the seller must also provide evidence to show that the package was delivered in good condition to the customer's address.	Within 48 hours after the receipt of supporting documents	Seller: If the damage is caused by the seller (for example, the seller's packaging was insufficient to prevent product damage), then the seller must refund the customer. Carrier: If the damage is caused by the carrier (for example, inappropriate handling during transit), then the logistics service provider will be responsible for package damage. We will support a refund to sellers according to our relevant Terms of Service.