TikTok Shipping & Collection by TikTok (CBT) Pickup Rules & Responsibilities

01/23/2026

Fulfillment

Summary

What are the new responsibilities and rules for sellers and carriers during the warehouse–carrier handover in TikTok Shipping?

TikTok Shipping clarifies responsibility: sellers arrange pickup and are responsible if pickup fails or no scan occurs; carriers are responsible for delays or lost parcels after pickup with valid proof. Clear rules help resolve disputes and compensation claims.
Sellers must provide USPS SCAN forms or Proof of Pickup (POP) to prove timely handover; without these, delays or lost parcels are attributed to sellers.

What specific issues during the handover stage cause disputes, and how can sellers prove their responsibility or claim exemptions?

Delayed tracking updates, missed pickups, no tracking scans, and lost parcels are common issues; sellers can use USPS SCAN forms, POP, and official tracking data as evidence to claim exemptions or prove carrier fault.
For example, if USPS scans a package within 2 business days but tracking delays exceed 2 days, the carrier is responsible; if no scan occurs, the seller is responsible.

How does TikTok Shop handle compensation and exemptions related to late dispatch and lost parcels?

TikTok Shop monitors Late Dispatch Rate (LDR) by warehouse and region; if seller’s warehouse underperforms but region meets targets, responsibility lies with seller; if both fail, logistics issues or force majeure may grant exemptions.
Lost parcels confirmed by stagnant tracking over 10 days trigger automatic compensation by TikTok Shop; sellers should monitor order status and can file claims with supporting tracking evidence.

What are the key steps sellers should take to manage shipping and avoid disputes in TikTok Shipping?

Sellers must arrange and confirm pickups with USPS/FedEx or CBT carriers, generate and submit USPS SCAN forms or obtain POP, and monitor tracking updates closely.
Keeping valid proof and timely communication with carriers and TikTok Seller Support is essential to resolve disputes and avoid penalties.

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Background

Lack of Clear Responsibility in Warehouse–Carrier Handover: Unlike Seller Shipping, TikTok Shipping separates the warehouse and the carrier, making it unclear who is responsible when goods are handed over. Because TikTok Shop hasn’t set clear rules for this handover, it’s hard to tell whether the seller or the carrier is at fault when problems happen. During Black Friday, this caused 270 pickup-related escalation cases among top sellers, making up 3.4% of all cases.

Objectives

Set clear rules for the TikTok Shipping/Collections by TikTok (CBT) pickup stage so it’s clear who is responsible, when they are not responsible, and how compensation works for four new types of complaints during the warehouse–carrier handover.

Seller and Logistics Responsibility Breakdown

Collection responsibility attribution standards

Shipping Option	Compliant Type	New Rules	Valid Proof	Any exemptions of platform punishment	Any exemptions of platform punishment	If meet reimbursement standard
TikTok Shipping	Delayed tracking updates after pickup USPS/FedEx	For USPS pickup or seller drop-off to USPS, sellers/seller's warehouse may provide a USPS SCAN Form. Once scanned by USPS, a corresponding tracking event “Shipment Received, Package Acceptance Pending” will be generated. If the time from “Awaiting collection” to scan form got scanned is within 2 business days, but the time from “Awaiting collection” to “Picked Up / In Transit” exceeds 2 business days, the delay will be attributed to the carrier (logistics responsibility), and sellers may apply for an exemption. For FedEx, there is no equivalent handover document. The duration from “Awaiting collection” to “Picked Up / In Transit” will be used as the basis for evaluating sellers’ shipping timeliness, the responsibility will be attributed to the seller.	SCAN formUSPS Tracking	After sellers complete daily shipping operations in the system, they can generate the USPS SCAN Form by the following path and submit it to the warehouse for printing.	Yes	No
	Fail to pick up on the agreed date and time USPS / FedEx	Sellers/Seller's warehouse are responsible for arranging pickup capacity with USPS/FedEx, and thus attributed to seller responsibility.	None		No	No
	No tracking update after pickup / parcel lost USPS / FedEx	The first scan in USPS/FedEx operation center (aka Ascan) serves as the only reference point. Parcels without an Ascan will be considered as not handed over to USPS/FedEx by the seller/seller's warehouse, and thus attributed to seller responsibility.	None. Packages without Ascan are considered invalid evidence.		No	No
	Missed scan after pickup USPS / FedEx	If the first tracking occurs in the same state as the recipient address but in a different state from the sender address, it is considered a missed scan by USPS/FedEx, and sellers may apply for an exemption.		Check the tracking on the USPS/FedEx official website.	Yes	No
	Parcel lost or no more tracking update USPS / FedEx	If any tracking remains stagnant for more than 10 calendar days after the Ascan , it will be considered package lost due to logistics reason, and sellers may file a claim.		Sellers can check the tracking on the USPS/FedEx official website, or check the tracking in the Seller Center.	Yes	Yes
CBT	Delayed tracking update after pickup	TikTok Shop will monitor and compare the Late Dispatch Rate (LDR) from “Awaiting collection” to “Picked Up / In Transit” (before 2026/1/25)/ LDR from "Awaiting shipment" to “Picked Up / In Transit” (from 2026/1/26) for seller/seller's warehouse, and will also monitor the LDR for the Zip 3 area where the seller's warehouse is located during the same time. If the LDR of all warehouses in Zip 3 achieved the target, while the LDR of the seller's warehouse failed the target, it will be considered the seller's responsibility and no exemption will be granted. If the LDR of all warehouses in Zip 3 and seller's warehouse failed the target, the logistics team will verify whether it is a logistics issue or an irresistible force issue such as weather. If confirmed to be true, it will be regarded as the responsibility of logistics and an exemption can be applied for.	None		Yes	No
	Fail to pick up on the agreed date and time	Check the Proof of Pickup for the corresponding date. If there is POP with the right date and address, it proves that CBT completed pickup on time. If absent, the responsibility is attributed to the carrier (logistics), and sellers may apply for an exemption.		Sellers can obtain POP from their warehouse, or submit a ticket to Seller Support to obtain POP from the CBT pickup carrier.	Yes	No
	No tracking update after pickup / parcel lost	The first scan in USPS/FedEx operation center (aka Ascan) serves as the only reference point. Parcels without an Ascan will be considered as not handed over to CBT by the seller/seller's warehouse, and thus attributed to seller responsibility.	None. Packages without Ascan are considered invalid evidence.		No	No
	Parcel lost or no more tracking update	If any tracking remains stagnant for more than 10 calendar days after the Ascan, it will be considered package lost due to logistics reason, and sellers may file a claim. At the same time, TikTok Shop will regularly update the parcel status to "Lost," automatically compensate the seller. Sellers are advised to monitor the order status.		Sellers can check the tracking on the official websites of CBT’s last-mile serves, or view the tracking in the Seller Center.	Yes	Yes

Note: Before January 25, 2026, the metric eligible for exemption is the High Dwell Rate; starting from January 26, 2026, the metric eligible for exemption is the Late Dispatch Rate (LDR) metric.