The content below applies to
TikTok Shipping. To know more about the
upgraded TikTok Shipping claim process, please refer to:
Overview of Upgraded TikTok Shipping
TikTok now offers insurance for your packages through a third-party insurance provider, U-PIC, when you purchase a shipping label from TikTok Shop. This coverage helps address issues like package loss, damage, and other shipping concerns more efficiently, without the need to interact directly with carriers.
Insurance Coverage
When you purchase TikTok Shipping labels through the Seller Center desktop, Seller App or open API integrations, TikTok Shop automatically provides free insurance for order value of up to $200, at no additional cost to you If your shipment has a higher value, you can choose to purchase additional insurance up to a $5,000 limit, but not exceeding the package value (the product price paid by the buyer, the value of any TikTok coupons used, and the shipping fee paid by the buyer).
Automatic Insurance Coverage:
- Every package is insured up to $200 automatically, but not exceeding the package value.
- No additional cost for this initial coverage.
Additional Insurance:
- For packages valued over $200, you can purchase additional insurance.
- Maximum additional insurance coverage is up to $5,000, but not exceeding the package value.
Multiple Packages:
- If you ship an order in multiple packages, the insurance claim will consider each package separately.
Example: For an order valued at $500, with one package valued at $200 and the other at $300:
- Without additional insurance, each package has up to $200 coverage.
- If you purchase additional insurance for the $300 package, that package is eligible for a maximum reimbursement of $300.
Claim Eligibility Criteria
The package needs to be scanned by the carrier. You must ship the package using the provided TikTok Shipping label and open a claim within 90 days from ship date. For the full terms and conditions for your insurance coverage through UPIC, see
U-PIC's TikTok Shop Coverage Terms. For additional details about the claim process, handling time and decisions, please click
here to learn more.
Insurance Purchase
Our third-party provider, U-PIC, will handle all insurance claims. Each eligible order will have the option to file an insurance claim directly on the Manage Orders page in the same dropdown you use to print your shipping label. Insurance coverage applies to orders with labels purchased through TikTok Shop via desktop, the Seller App, or Open API integrations. These orders (excluding FBT and seller shipping) are automatically insured for up to $200 at no additional cost to the seller. Batch insurance purchasing is available, allowing sellers to apply value-added services to multiple parcels at once.
- Insurance Options:
- Free Ship Insurance: Automatically covers packages valued at $200 or less, including the original package sales price and shipping fees, at no additional charge to sellers.
- Full Coverage: The full coverage option applies to packages valued at more than $200, and the insurance coverage cannot exceed the total value of the package. Once selected, it automatically calculates the uninsured premium that the seller needs to cover. The uninsured value of the package is calculated as follows: Package value - $200.
- Custom Input Box: Sellers can customize the insurance amount for packages valued at more than $200, ensuring it does not exceed the package value or $5,000.
- During the initial transaction, a one-time agreement provided by U-PIC, the third-party insurance provider, will appear to confirm the purchase and terms of insurance. This agreement requires the seller's acceptance to proceed.
- Batch insurance purchasing is available, allowing sellers to apply value-added services to multiple shipments at once.
- Insurance can only be purchased during the label purchase phase. Sellers cannot buy insurance service after the label is created.
Insurance Purchase Result
After completing the purchase, sellers will be able to review the outcome on the Shipping Labels page. Insurance status will be updated based on shipment status: confirmed, effective, and expired.
- If the label purchase fails, the insurance purchase will also fail. Please retry purchasing the label.
File an Insurance Claim
If the order has been shipped, the seller can initiate a claim by going to
"Insurance claim" under the
Fulfillment settings button on the
Manage Orders page to access the claim portal.
Alternatively, they can open the
Order Details page and click the
Insurance button in the order list to start the claim process.
Once the claim is initiated, the seller can review the insurance amount, and download the invoice as a PDF, send an affidavit email, and input the necessary claim information directly on U-PIC's official website.
- Fill out claim details on U-PIC website
To start a claim, sellers should proceed to our third-party insurance provider, U-PIC, which manages all insurance claims.
Send an Affidavit Email to Your Customers
After processing a buyer's after-sales refund request, the platform will automatically share refund information with U-PIC for claim purposes. To simplify things for sellers, the "Refund Status" and "Refund Reason" from the refund data will be shared with U-PIC. This provides an extra way for sellers to submit documentation, alongside the existing affidavit process.
Sellers can send an Affidavit Email to their customers to gather supporting evidence in Seller Center.
Once the buyer completes and submits the affidavit, the information is forwarded to U-PIC, and the status of the affidavit will be updated to "Completed".
- For a smoother claiming process, sellers can send an affidavit email to the buyer after initiating a claim.
- Sellers can download package receipts to support their claims.
Status and Content of the Claim Details Page
The Claim Details page provides comprehensive information regarding the status and content of your claims. Here is an overview of the key elements:
The claim has the following statuses:
- Claim under review
- Claim accepted
- Claim rejected
Claim details page includes:
- Reason for claim
- Claim amount
- Claim status
- Order ID
- Package value
- Shipping provider
- Tracking number
Insurance Search Filter to the Manage Order List
Sellers can search for orders based on insurance status and claim status:
- Go to Order Search
- Find the Insurance Filter
- Select Filter
- Apply Filter
FAQ
Insurance is only applicable to TikTok Shipping (formerly Shipped via Platform) For
Seller Shipping (formerly Ship by Seller) orders, TikTok
cannot assist with resolving any logistics issues. You will need to contact the carrier you used to fulfill your order to resolve any issues.
I already printed the shipping label. Can I still edit insurance details?Unfortunately, this isn't currently possible. Insurance can only be purchased and edited before or while printing the shipping label for the shipment.
I paid for additional insurance to cover more than $200, but the order was cancelled/didn't ship. Do I get my money back?If a package is not A-scanned by the logistics carrier and the package is canceled, the insurance fee will be refunded. However, once the package is in transit with the logistics carrier and the insurance is officially in effect, the fee cannot be refunded.
