Requirements for After-sales Dispute Escalations

09/02/2026

Applies to:United States

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 30 calendar days with relevant evidence. Final decisions must be completed within the stated timeframe.

This policy outlines the requirements for handling after-sale disputes on TikTok Shop. It explains how TikTok Shop acts as a neutral party to help resolve conflicts when communication between a seller and customer breaks down.

After-Sale Disputes

After-sale disputes generally 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 Seller Center > 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.

TikTok Shop's Involvement

TikTok Shop may step in to help resolve disputes that remain unresolved between a seller and a customer.
Outcome decisions are made at TikTok Shop’s sole discretion.
TikTok Shop may initiate a dispute on a party's behalf. This can happen if we find that an excessive number of return or refund requests have been rejected without valid justification. The decision will be made based on the evidence available at the time.
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If a dispute is withdrawn by the requester or rejected by TikTok Shop, the customer may submit a new request within 2 calendar days.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.

Eligibility for After-sale Disputes

TikTok Shop accepts disputes only if:

The customer is a verified TikTok Shop customer.
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:

A dispute is not initiated within the acceptance period. See After-sale Dispute Timeline section.
The customer is not a TikTok Shop customer.
The customer withdraws the dispute.
No valid transaction occurred between the customer and the seller.
An ongoing return or refund request is in process.
2 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 (the TikTok Shop team that reviews and resolves disputes).

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

After-Sales Dispute Scenarios

There are 5 main categories for after-sales dispute scenarios:

Shipping Issues (2 scenarios)
Logistics Issues (3 scenarios)
Product Issues (3 scenarios)
Return Item Issues (4 scenarios)
Subjective Reason (1 scenario)

Each scenario has its own seller evidence requirements, which can be found below.

For high-value watches, please see the Evidence Requirements for Special Category Items.

Shipping Issue Scenarios

Less Item or Empty Package

Description: The delivered package is missing items, SKUs, or gifts, or ordered item.

Seller Evidence: Provide clear fulfillment evidence for the order and package, such as matching AWB, shipping label, or tracking information. Supporting evidence should, where applicable, include packing records, product identifiers, SKU/quantity details, package information, and clear photos or videos.

The evidence should help verify that the relevant items were prepared before dispatch and placed into the package as ordered.

For auction orders: Video receipt is used to confirm the items, bundle, and quantity promised at the time of purchase, especially for Surprise Sets or random combinations. The seller must still provide complete packing or weighing evidence linked to the shipping label to prove that all promised items were packed in the same parcel.

Outcome: If the seller submits no evidence or the evidence is incomplete (cannot be linked to the order or does not prove all items were packed) the dispute will support the customer's refund or return-and-refund request.

Incorrect Item

Description: The delivered item is partially or completely different from the item ordered.

Seller Evidence: Provide clear fulfillment evidence for the order and shipment, such as matching AWB, shipping label, or tracking information. Supporting evidence should, where applicable, include packing records, product identifiers, SKU/specification details, quantity information, product labels or tags, and clear photos or videos.

The evidence should help verify that the item prepared for dispatch matched the customer’s order.

For auction orders: Video receipt around the purchase time is used to identify the exact item won by the customer, then compared with the received item and seller packing records. For Surprise Sets or random combinations, the combination rules clearly explained during the livestream apply.

Outcome: If the seller submits no evidence or the evidence does not prove that the dispatched item matches the ordered item, the dispute will support the customer's refund or return-and-refund request.

Logistics Issue Scenarios

Delivered but Not Received (DNR)

Description: Tracking shows delivered, but the customer says the package was not received.

Seller Evidence: For Seller Shipping orders, provide valid proof of delivery (POD) linked to the order or tracking number. The evidence must show the parcel and and shipping label in order to confirm the delivery address or recipient.

Valid evidence should include either of the following:

Proof of Delivery Image: video or link evidence from the carrier or logistics provider with the following details:
1. The package at the delivery location.
2. A visible package label, waybill number, tracking number, QR code, or order reference that matches the order.
3. A delivery location that can be identified, such as the customer's door entrance, building management office, security office, lobby reception, mailbox, mail room, locker, designated parcel drop-off area, or gated yard.
4. For house deliveries, the house number should be visible and match the customer's shipping address
Signature Confirmation: Signature confirmation showing that the customer or recipient acknowledged receipt of the package. The signature confirmation should be meaningful and recognizable as a receipt confirmation, not only an unclear line or mark.
1. Signature confirmation screenshot or document should also show relevant order details such as order ID, tracking number, waybill number etc.
Shipping Label and Delivery Evidence: If the delivery photo does not show all required order details, sellers may provide multiple pieces of evidence together. For example:
1. A shipping label showing the order, tracking number, or customer address.
2. A proof-of-delivery photo or video showing the package and delivery background.
3. Supporting address evidence, such as a google streetview/map screenshot, showing that the delivery background is consistent with the customer's address.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller submits no evidence or the evidence does not prove delivery to the correct location, the dispute will support the customer's refund.

Delayed Delivery

Description: The package was not delivered within the expected shipping timeframe, which is determined using the estimated delivery time (EDT) shown for the order and the tracking history.

Seller Evidence: For Seller Shipping orders, provide carrier acceptance records, shipping labels, tracking events, handover receipts, and carrier documentation explaining the delay.

All information must match the order and tracking number.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller submits no evidence or the evidence shows that the delay was caused by the seller, the dispute will support the customer's refund or return-and-refund request.

Platform-logistics, such as TikTok Shipping or Fulfilled by TikTok (FBT), orders are handled according to logistics liability.

Damaged Package or Product

Description: The outer package or item was damaged when the customer received it.

Seller Evidence: Provide a complete packing/sealing/handover video or photos showing that the item was intact and properly protected before dispatch. The evidence should show the item, protective packaging, tracking number, and handover condition.

For Seller Shipping orders, provide additional evidence to show the package condition upon delivery. The package should not have any visible damage upon delivery to the customer's address.

For auction orders: Video receipt is used to check whether the item was intact at purchase and whether any pre-existing damage was clearly disclosed. The seller must also provide complete packing evidence. A dispute may not support the customer if the replay shows the damage was disclosed before bidding or valid packing evidence proves the item was intact at dispatch and the customer has no valid evidence.

Outcome: If the seller submits no evidence or the evidence does not prove that the item was intact and adequately packed at dispatch, the dispute will support the customer's refund or return-and-refund request.

Product Issues Scenarios

Inconsistent with Description

Description: The customer received the same item, but its color, size, material, design, function, or advertised information differs from the listing.

Seller Evidence: Provide the listing and selected SKU information effective when the order was placed, plus unfiltered photos in natural light or a complete packing video showing that the item matched the listing. Provide size, material, or specification proof when relevant.

For auction orders: Video receipt is the primary reference for the item description and seller commitments. Before bidding, the color, size, material, specifications, functions, condition, and known defects should be clearly shown and disclosed. A feature clearly disclosed before the customer bids is not considered inconsistent with description.

Outcome: If the seller submits no evidence or the evidence does not prove that the item matched the listing, the dispute will support the customer's refund or return-and-refund request. For an auction order, if the item does not match the livestream description at the time of purchase, the dispute will support the customer's refund or return-and-refund request.

Product Quality Issue

Description: The item has a visible or invisible defect, functional failure, quality/safety non-compliance, abnormal odor, or another issue affecting normal use.

Seller Evidence: Depending on the issue, provide a same-batch quality report, certificate of conformity, third-party test report, legitimate purchase proof/invoice, official aftersales inspection report. Brand, model, specification, and batch details must match the ordered item. A packing video alone is generally insufficient for an invisible quality issue. Refer to Producy Quality Policy for more information.

For auction orders: Video receipt is used to confirm the item condition at the time of purchase and whether an existing defect was disclosed. A dispute may not support the customer if the defect was clearly disclosed before bidding.

Outcome: If the seller submits no evidence or the evidence is invalid or insufficient, the dispute will support the customer's refund or return-and-refund request. For auction orders, if the condition was not disclosed, the customer provides valid evidence, and the seller has no valid counter-evidence, the dispute will support a refund or return-and-refund request.

Counterfeit Product

Description: The customer claims that the item is not authentic or was not legally authorized.

Seller Evidence: Provide the brand authorization documentation, commercial invoices, supplier contracts, purchase records, customs documents where applicable, and manufacturer or authorized third-party reports. The documents must connect the brand, item, supplier relationship, and order.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller cannot prove legitimate sourcing and authenticity, the dispute will support a customer refund.

Returned Item Issue Scenarios

Return Delivered but Not Received (rDNR)

Description: Return tracking shows delivered, but the seller says the returned parcel was not received.

Seller Evidence: Provide evidence disputing the return POD, such as photos showing a different receiving location, surveillance footage, warehouse receiving records, or a carrier investigation linked to the return tracking number. A statement that the parcel was not received is not sufficient.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller submits no evidence or the evidence does not invalidate the return POD, the dispute will support the customer's refund.

Incorrect Item Returned

Description: The seller claims that the returned item is not the item from the original order.

Seller Evidence: Provide the return parcel exterior, return label, and a complete continuous unboxing video showing the returned item's model, serial number, specification, or other identifiers. If the customer claims the seller shipped the incorrect item before returning the goods, the seller is required to provide a corresponding dispatch video showing the original item.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller submits no evidence or the evidence does not prove that the returned item differs from the original order, the dispute will support the customer's refund.

Missing Item in Return

Description: The seller claims that items, accessories, gifts, or original packaging are missing from the return.

Seller Evidence: Provide the return label, parcel exterior, and a complete continuous unboxing video showing all contents. Also provide the original order contents list and dispatch evidence showing what should have been returned.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller submits no evidence, or the evidence does not prove that the return was incomplete, the dispute will support the customer's refund.

Item Cannot Be Resold

Description: The seller claims that excessive use, removed tags, contamination, or damage makes the returned item unsellable.

Seller Evidence: Provide a complete continuous unboxing video or clear photos linked to the return label, showing the parcel exterior, all returned contents, and the exact condition affecting resale that helps prove use exceeded what was reasonably necessary to inspect the item. For removed-tag claims, also prove the tag was attached when dispatched.

For auction orders: The same evidence and outcome standards as regular orders apply.

Outcome: If the seller submits no evidence or the evidence does not prove that the item is genuinely unsellable, the dispute will support the customer's refund.

Subjective Reason Scenario

Change of Mind

Description: The item has no quality or listing issue, but the customer wants to return it for a personal reason.

Seller Evidence: If rejecting the return, provide evidence that the item is excluded from change-of-mind returns or that it was used, unsealed, customized/personalized, or returned after the allowed period.

For auction orders: Except for requests submitted under “Product does not match expectations,” auction orders do not support customer-initiated aftersales requests based on a change of mind after bidding. Refer to LIVE Auction Requirements for more information.

Outcome: For eligible change-of-mind return requests, if the seller submits no evidence or the evidence does not prove that the item was ineligible for return, the dispute will support the customer's return-and-refund request. For auction orders, the eligibility rule above applies first.

Evidence Requirements for Special-Category Items

This section applies only to high‑value watches.

Scenario	Evidence Requirements from Sellers	Evidence from Video Receipt (including auction orders)
Counterfeit	Evidence shall be deemed valid if any one of the following conditions is satisfied: Chat records prove that, before shipment, the seller provided the buyer with any one of the materials below, and that the customer explicitly accepted it: Manufacturer‑issued certificate or original official papers Qualified third‑party authentication/appraisal report Service invoices or official service documents issued by brand‑authorised service centres, with serial number matching the watch Original purchase invoice or sales receipt from an authorized dealer, stating the watch model and serial number The seller uploads any one of the following materials to the platform: Manufacturer‑issued certificate or original official papers Qualified third‑party authentication/appraisal report Service invoices or official service documents issued by brand‑authorised service centres, with serial number matching the watch Original purchase invoice or sales receipt from an authorized dealer, stating the watch model and serial number The seller provides pre‑shipment video or images with shipping label attached, proving that any one of the materials below was dispatched together with the item to the customer: Manufacturer‑issued certificate or original official papers Qualified third‑party authentication/appraisal report Service invoices or official service documents issued by brand‑authorised service centres, with serial number matching the watch Original purchase invoice or sales receipt from an authorized dealer, stating the watch model and serial number Note: Reports must specify brand, model, movement/key components, inspection date and inspection authority.	Not applicable
Buyer claims that the box and bracelet or strap are not original	Evidence shall be deemed valid if any one of the following conditions is satisfied: Chat records prove that, before shipment, the seller disclosed whether the box and bracelet or strap were original, and the customer accepted the disclosure. No response from the customer shall render such evidence invalid. Clear disclosure on prominent positions of the product detail page stating whether the box and bracelet or strap were original.	The seller clearly disclosed during the livestream whether the box and bracelet or strap were original. If the disclosure was not made, the Video Receipt evidence is treated as invalid.
Buyer claims that the number of bracelet links is incorrect, resulting in a poor fit	Evidence shall be deemed valid if any one of the following conditions is satisfied: The seller uploads documentation to the platform proving that the watch’s link count matches its factory‑original link count. Chat records prove that, before shipment, the seller disclosed link‑related details, including but not limited to: Whether the links, bracelet or strap, and clasp are original Number of links currently installed Number of spare links Maximum supported wrist circumference or total bracelet or strap length Clear disclosure on prominent positions of the product detail page stating link‑related details, including but not limited to: Whether the links, bracelet or strap, and clasp are original Number of links currently installed Number of spare links Maximum supported wrist circumference or total bracelet or strap length	The seller must clearly disclose link-related details during the livestream, including but not limited to: Whether the links, bracelet or strap, and clasp are original Number of links currently installed Number of spare links Maximum supported wrist circumference or total bracelet or strap length
The watch has scratches, dents, cracks, detached hands, or other specified physical issues	Evidence shall be deemed valid if any one of the following conditions is satisfied: Chat records prove that, before shipment, the seller disclosed scratches, dents, cracks, detached hands, or other specified physical issues, provided images of the affected areas, and the customer accepted the disclosure. No response from the customer shall render such evidence invalid. Clear disclosure on prominent positions of the product detail page stating scratches, dents, cracks, detached hands, or other specified physical issues, with images of the affected areas attached, and the customer accepted the disclosure. The seller provides a continuous and complete pre‑shipment video that clearly shows the positions corresponding to the customer‑alleged defects and demonstrates the watch bears none of the customer‑alleged scratches, dents, cracks, detached hands, or other specified physical issues prior to dispatch.	The seller clearly showed the relevant areas of the watch during the livestream and disclosed the scratches, dents, cracks, detached hands, or other specified physical issues.
Missing items or accessories (including a missing box or certificate)	Evidence shall be deemed valid if any one of the following conditions is satisfied: Chat records proving that before shipment, the seller disclosed whether the original box, papers/card, invoice/receipt, and warranty card were included. No response from the customer shall render such evidence invalid. Where the seller does not explicitly state that the item is a naked watch, the order shall be deemed to contain all the aforementioned accessories, and the customer accepted the disclosure. Clear disclosure on prominent positions of the product detail page stating whether the original box, papers/card, invoice/receipt, and warranty card were included. Where the seller does not explicitly state that the item is a naked watch, the order shall be deemed to contain all the aforementioned accessories. The seller provides pre‑shipment video or images with shipping label attached, proving that the seller included the original box, papers/card, invoice/receipt, and warranty card with the item. Where the seller does not explicitly state that the item is a naked watch, the order shall be deemed to contain all the aforementioned accessories.	The seller clearly disclosed during the livestream whether the original box, papers/card, invoice/receipt, and warranty card were included. Where the seller does not explicitly state that the item is a naked watch, the order shall be deemed to contain all the aforementioned accessories.
Change of Mind (Return for subjective personal reasons, such as unsuitable style, too large or too small when worn, or accidental participation in the auction)	The arbitration rules set out in the Subjective Reason Scenario shall apply. For auction orders, arbitration shall reject customers where they initiate aftersales requests on the grounds of change of mind.

For auction orders, Video Receipt constitutes one of the key bases for assessing the validity of evidence submitted by customers and sellers.

After-sale Dispute Timeline

Action	Deadline
Seller responds to customer's return/refund request	Within required after-sales handling time
Customer submits a dispute to rejected request, if applicable	10 calendar days
Seller submits dispute evidence	48 hours from dispute notification
Seller appeals (if applicable)	30 calendar days

After-sale 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 Process 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

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 the designated after-sales handling time. Refer to After-sales Handling Time Requirements to learn more.
- If approved, the seller must process the refund or replacement.
- If the seller does not respond within the required after-sales handling time, the request will be automatically approved.
- If sellers reject the refund, TikTok Shop will automatically create a ticket for Customer Service to review. This marks the start of the official After-sale Dispute process. Customer Service will determine whether compensation is warranted based on the evidence submitted, such as images, videos, or comments about the item's condition.

Dispute Escalation

Dispute Opened: If the seller rejects the initial request or the customer is unsatisfied, they may escalate to a dispute with TikTok Shop. The platform could also initiate the dispute in some abnormal cases. TikTok Shop will intervene only when a dispute is submitted via the After-sale Dispute Handling Service.
A customer may submit a maximum of 2 disputes per item.
TikTok Shop may also initiate a dispute in certain circumstances.

Providing Evidence

Submit Evidence: Sellers must provide evidence within 48 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.

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.

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 (for example, 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.

Appeals

If the seller is not satisfied, they may appeal by submitting a ticket in the Help Center within 30 calendar days of receiving the judgment.
Evidence must still be submitted within 48 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 2 dispute requests per product.

Further Information

TikTok Shop may verify disputes using third-party 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 does not apply to all product batches. These documents must explain why the remaining products were not recalled.

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.

Enforcement Actions and Appeals

We regularly review shops for compliance with our policies. If violations are identified, we may 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 would like to appeal an enforcement action, visit the Appeals section for guidance.

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