Key Points:

• After-sale disputes must be filed on TikTok Shop within the required timeframe and only apply to valid platform orders.
• TikTok Shop reviews the case and issues a decision based on evidence from both parties, and sellers must follow the outcome.
• Sellers may appeal within 21 days with relevant evidence, and 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 escalates a conflict with a seller regarding issues that arise after a purchase, such as product quality, incorrect orders, or refund/return concerns.
You can access disputes by going to: Seller Center > Orders > Manage Returns > Appealed/DisputedTikTok Shop only handles disputes for purchases made on our platform. Disputes outside TikTok Shop or outside the acceptance period are the responsibility of the customer and seller, unless required by applicable law. TikTok Shop may only facilitate communication in such cases.

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 initiate a dispute within the prescribed acceptance periods (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 intervene in unresolved disputes and act as a neutral party when negotiations between sellers and customers break down.
• Outcome decisions are made at TikTok Shop’s sole discretion.
• While TikTok Shop aims to ensure fair handling, we do not guarantee that outcomes will meet customer or seller expectations and are not liable for any result.
• 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 clear and compelling evidence within 24 hours of receiving dispute notification. Missing this deadline may result in 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 simultaneously.
  • Sellers can view results in the Seller Center > Orders > Manage Returns > Appealed/Disputed, while customers can check outcomes under My Account.
• Seller Compliance: Sellers are required to complete all actions outlined in the final decision (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 sellers deliver a large number of products that are of inferior quality or inconsistent with the product listing, TikTok Shop will:

• Investigate whether the seller had no intention of fulfilling the order accurately.
• If it is determined that the seller acted in bad faith, we 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 recalls are not applied to all batches to justify why the remaining products were not recalled.

Enforcement Actions and Appeals

We regularly review shops for compliance with our policies and will take enforcement action if violations are identified. This may include assigning violation points, removing product listings, revoking your access to offer products for sale, and 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 of our Seller Enforcement Policy for guidance on how to proceed.

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

Action	Deadline
Seller responds to customer's return/refund request	2 business days
Customer submits a dispute to rejected request, if applicable	10 calendar days
Seller submits dispute evidence	24 hours from dispute notification
Seller appeals (if applicable)	21 calendar days

• 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 unless the customer provides supplementary evidence.
• 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 most urgent task: Submit your evidence within 24 hours of a dispute notification.
• After a decision: Complete required actions outlined in the decision, such as issuing a refund, sending a replacement, or shipping missing items. If you are appealing, you have 21 days to submit the 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 judgment, regardless of the dispute type.

Please note: Even if you plan to appeal, you are still required to submit evidence within 24 hours for all ongoing disputes.

What is my primary responsibility throughout the dispute process?

The burden of proof lies with you, the seller. You must provide clear, compelling, and timely evidence to defend against the customer’s claim. TikTok Shop will not investigate on your behalf. If your evidence is late or insufficient, the dispute will be decided in the customer’s favor.

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.