Key Points:

• After-sale disputes must be filed on TikTok Shop within the required timeframe. They only apply to valid orders placed through the platform.
• TikTok Shop will review the case and make a decision based on evidence from the customer and the seller. Sellers must follow the final outcome.
• Sellers may appeal within 21 days with relevant evidence. Final decisions must be completed within the stated timeframe.

This policy outlines the requirements you must follow when handling after-sale disputes on TikTok Shop.

After-Sale Disputes

After-sale disputes occur when a customer raises a conflict with a seller about an issue that occurs after a purchase. These issues may include product quality, incorrect orders, or refund/return concerns.You can access disputes via > Orders > Manage Returns > Appealed/Disputed.TikTok Shop only handles disputes for orders made on our platform. Disputes outside TikTok Shop or outside the acceptance period are the responsibility of the customer and seller, unless required by law. In such cases, TikTok Shop may only help with communication between both parties.

Eligibility for After-Sale Disputes

TikTok Shop accepts disputes only if:

• The customer is a verified TikTok Shop buyer.
• A valid transaction occurred.
• The dispute is initiated within 10 calendar days after a seller rejects the customer’s previous dispute.

Disputes are not eligible if:

• The customer doesn't start a dispute within the acceptance period (see After-Sale Dispute Framework).
• The customer is not a TikTok Shop buyer.
• The customer withdraws the dispute.
• No valid transaction occurred between the customer and the seller.
• An ongoing return or refund request is in process.
• Two dispute requests for the same product have already been closed.
• Either party fails to follow or intends to breach a previously agreed resolution that was determined by our After-sale Dispute Handling Service.

Note: Customers or sellers may pursue legal remedies outside TikTok Shop if we are not involved.

TikTok Shop's Involvement

• TikTok Shop may step in to help resolve disputes that remain unresolved. In such cases, the platform acts as a neutral party when communication between the seller and customer breaks down.
• Outcome decisions are made at TikTok Shop’s sole discretion.
• TikTok Shop cannot guarantee that every outcome will meet customer or seller expectations. The platform is not responsible for the results of any dispute decision.
• Customers and sellers may resolve disputes independently at any time. If both parties reach a mutual agreement, they can cancel the dispute.
• If a dispute is withdrawn by the requester or rejected by TikTok Shop, the customer may submit a new request within 2 calendar days.
• TikTok Shop will stop intervention if:
  • The parties choose to resolve the dispute themselves.
  • Either party initiates legal or external dispute resolution proceedings.

Sellers must also comply with our Customer Order Cancellation, Return, and Refund Policy.

TikTok Shop Dispute Judgment

• Disputes are evaluated based on supporting materials submitted by both parties.
• All documents must be authentic, relevant, complete, and submitted within the time limits outlined in the After-Sale Dispute Framework section.
• TikTok Shop may conduct additional investigations if needed.
• If materials are insufficient, we will make a judgment based on available evidence.

After-Sale Dispute Process

1. Initial Request (Customer Action — Before the Dispute Process Begins)

• Customer Files a Request: Customers can submit a return or refund request within 30 calendar days from the order delivery date.
• Seller Response: Sellers must respond within 2 business days.
  • If approved, the seller must process the refund or replacement.
  • If the seller does not respond within 2 business days, the request is automatically approved.
  • If rejected, the customer may escalate the issue to a dispute. This marks the start of the official After-Sale Dispute process.

2. Dispute Escalation (Customer Action — Dispute Process Begins)

• Customer Opens a Dispute: If the seller rejects the initial request or the customer is unsatisfied, they may escalate to a dispute with TikTok Shop. TikTok Shop will intervene only when a customer submits a dispute via the After-Sale Dispute Handling Service.
• A customer may submit a maximum of 2 disputes per item.

3. Providing Evidence

• Submit Evidence: Sellers must provide evidence within 24 hours of receiving a dispute notification. Missing this deadline may lead to an automatic refund at the seller’s expense.
  • Submit supporting materials for TikTok Shop to judge the dispute by going to Seller Center > Orders > Manage Returns > Appealed/Disputed.
• Examples of Evidence: Proof of delivery, product condition, communications with the customer, and product photos.
  • TikTok Shop will review prior communications and request additional materials if needed.

4. TikTok Shop Reviews Submitted Materials

• Platform Investigation: TikTok Shop reviews evidence submitted by both parties and makes a final decision.
  • Both parties will be notified of outcomes via their registered contact information.

5. Post-Decision Actions

• Notification of Outcome: Once a judgment is made, TikTok Shop will notify both parties.
  • Sellers can view results via Seller Center > Orders > Manage Returns > Appealed/Disputed. Customers can check outcomes under My Account.
• Seller Compliance: Sellers must complete all actions listed in the final decision. This may include issuing a refund, sending a replacement, or shipping missing items.
  • Sellers must cover any applicable shipping fees related to the resolution.
• Customer Compliance: Customers may be required to return the product. If the product is unsuitable for return (e.g., counterfeit, lost, customized, or fully damaged), a refund may be processed without return.

Product Return Scenarios:

• Inconsistent with Listing:
  • For deceptive/fraudulent claims, the seller bears all risk of breakage, damage, and loss during return.
  • For non-deceptive claims, the seller bears breakage risk; the customer bears damage/loss risk.
• Quality Issues:
  • Significant issues (product not functional or workable): Seller bears all risk.
  • Minor issues: Seller bears breakage risk; customer bears damage/loss risk.

6. Appeals

• If the seller is not satisfied, they may appeal by submitting a ticket in the Help Center within 21 calendar days of receiving the judgment.
• Evidence must still be submitted within 24 hours for ongoing disputes.
• If the customer is not satisfied, they may raise another dispute request within 2 calendar days of receiving the judgment. Each customer may raise up to two dispute requests per product.

Further Information

If a seller delivers many products that are poor quality or different from the product listing, TikTok Shop will:

• Investigate whether the seller had no intention of fulfilling the order accurately.
• If the seller is found to have acted in bad faith, TikTok Shop will support a refund from the seller to the customer.

If a seller’s products are reported as unqualified or unsafe by the media, or are tested as hazardous by a certified regulator or authorized third party, TikTok Shop will:

• Support a refund from the seller to the customer.
• Hold the seller responsible for any product recalls and require them to support all refunds.
• Require supporting documents if the recall doesn't apply to all product batches. These documents must explain why the remaining products were not recalled.

Enforcement Actions and Appeals

We regularly review shops for compliance with our policies. If violations are identified, we will take enforcement actions on your shop. This may include, but is not limited to:

• Assigning violation points
• Removing product listings
• Revoking your access to offer products for sale
• Issuing refunds to customers

For more information on enforcement actions, refer to our Seller Enforcement Policy. If you'd like to appeal an enforcement action, visit the Appeals section for guidance.

After-Sale Dispute Framework

This framework outlines how disputes are handled, including timelines, required supporting materials, and outcomes. All documents must be authentic, relevant, complete, and submitted within the stated deadlines. Both customers and sellers must provide evidence so TikTok Shop can review cases fairly.

Key Timeframes

• Inconsistent Products: Items missing, wrong color/specifications, or incorrect quantity.
  • Seller Evidence: Provide shipping details, photos, or videos.
  • Outcome: Verified claims require seller replacement/correction
• Counterfeit Products: Suspected counterfeit items.
  • Customer Evidence Deadlines: Visible issues - 48 hours; non-visible (e.g., malfunctions) - 15 days.
  • Seller Evidence: Relevant evidence that the product meets market quality requirements, such as commercial invoices, supplier contracts, manufacturer or third-party testing reports, or certificates from competent agencies.
  • Outcome: If verified to be counterfeit, the customer should not return the product and discard it. Seller must refund the customer.
• Product Quality & Safety Issues: Defective or unsafe items (e.g., broken parts, allergies).
  • Customer Evidence Deadlines: Visible - 48 hours; non-visible (e.g., excessive formaldehyde in clothing) - 15 days.
  • Seller Evidence: Relevant evidence that the product meets market quality standards, such as invoices, supplier contracts, or manufacturer/third-party testing reports.
    • Cosmetic allergy disputes require medical certificates from the customer.
  • Outcome: If seller cannot prove quality, they must issue a refund.
    • If the seller provides credible evidence, TikTok Shop will reject the dispute. If the customer later submits valid evidence, the case may be reconsidered.
• Delivery Issues:
  • Delayed Delivery: Evidence includes shipping labels, receipts, photos, and videos.
    • Ship by Seller: If seller is at fault, seller refunds the customer.
    • Ship by TikTok: Logistics provider is responsible, and TikTok Shop will refund the seller.
    • Carriers can issue evidence within 15 days of notification.
  • Lost Packages: Evidence of delivery attempt/address correctness. Liability falls on the party without sufficient evidence; seller or logistics provider provides refund/resend.
    • Carriers can issue evidence within 15 days of notification.
    • Ship by Seller: Seller must refund the customer or resend the item.
    • Ship by TikTok: Logistics provider is responsible, and TikTok Shop will refund the seller.
  • Damaged Packages: Package damaged upon arrival.
    • Seller Evidence: Seller provides shipping details, photos, videos showing proper packing and handover. For Ship by Seller, proof the package arrived intact.
    • Outcome: If seller is at fault, seller must refund the customer. If logistics provider is responsible, TikTok Shop will refund the seller.

Frequently Asked Questions (FAQ)

What are my most critical deadlines once a dispute is filed?

Timely action is essential to protect your account and funds.

• Your top priority is to submit your evidence within 24 hours of receiving a dispute notification.
• After a decision is made, complete any required actions listed in the decision. This can include issuing a refund, sending a replacement, or shipping missing items.

If you plan to appeal, you have 21 days to submit your appeal.

When can I appeal if the platform sides with the customer?

You may appeal any decision in favor of the customer within 21 days of the ruling, no matter the dispute type.

Even if you plan to appeal, you still need to submit evidence within 24 hours for all ongoing disputes.

What is my primary responsibility throughout the dispute process?

You are responsible for providing proof. You must submit clear, convincing, and timely evidence to respond to the customer’s claim. TikTok Shop will not investigate on your behalf.If your evidence is late or incomplete, the dispute will likely be decided for the customer.

What happens if I miss the 24-hour window to submit evidence?

If you fail to submit evidence within 24 hours, TikTok Shop will make a decision based only on the customer’s materials. This almost always results in a ruling for the customer. Extensions are not typically granted.

What is my financial responsibility if I lose a dispute?

If you lose, you are financially responsible for:

• The full refund of the product cost.
• In most cases, the original and return shipping fees.

What is my responsibility regarding returned items after a dispute?

If a return is required:

• You must provide a correct, accessible return warehouse address. If the address is wrong and the item is lost, you bear the loss.
• You are responsible for any damage or loss during return shipping in most seller-fault cases. This means you must issue a refund even if the returned item never arrives.