Key Points:

• Chargeback appeals must generally be submitted within 7 calendar days of the chargeback notification.
• Appeals should include sufficient evidence, such as proof of delivery and transaction details.
• Failure to respond or unsuccessful chargeback outcomes may result in chargeback amounts and applicable fees being charged to the seller account.

This policy outlines the requirements for chargebacks on TikTok Shop, including how chargebacks are handled, what information may be required from sellers, and the timelines and responsibilities associated with responding to and appealing chargeback claims.

Chargeback

A chargeback occurs when a customer disputes a transaction and requests a refund directly from their financial institution or card issuer (collectively, "financial institutions").
Customers may file chargebacks for several reasons, including but not limited to:

• The order was not received.
• The order arrived but did not match the product listing description.
• The order arrived, but was damaged.
• Billing errors
• Duplicate charges
• The customer reports that they did not purchase the item and suspects that their card was used fraudulently.

Requirements for Chargebacks

Chargeback Procedure

If a shop receives a chargeback, TikTok Shop's third-party payment processor will contact TikTok Shop and ask for details about the transaction in order to resolve the chargeback. TikTok Shop will notify sellers through Seller Center if additional information is needed to resolve the chargeback. This information will need to be provided within the timeframe specified in the email.
TikTok Shop will cover the cost of the charges related to specific orders that are labeled as "Unauthorized Payment" by financial institutions. Sellers who recieve chargebacks due to the suspicious activity are still liable for the chargeback loss and any related fees.

Appealing a Chargeback Claim

To appeal a chargeback, sellers must respond in Seller Center within seven (7) calendar days of the chargeback notification to ensure the financial institution or card issuer deadlines are met. The specific reply-by date can be found in the chargeback notification. Sellers must include all required documents in the appeal (see details below). If sellers do not provide the necessary documents or if the financial institution decides in favor of the cardholder, TikTok Shop will charge the seller account the amount of the chargeback.
After a seller submits an appeal, TikTok Shop will review the information provided, create supporting documentation (sometimes referred to as "representment"), and submit to the financial institution on the seller's behalf.
Appealing a chargeback requires representation that costs $10 per chargeback (as well as any additional fees, such as state or local taxes). Representment means that TikTok Shop builds and presents the seller's case to the financial institution. However, because TikTok Shop does not have any control over the chargeback appeal, the appealed chargeback fee will be collected regardless of the outcome of TikTok Shop's appeal representation.
If a seller has provided the required information and the chargeback is classified as "Unauthorized Payment," the seller will not be charged an appeal chargeback fee and TikTok Shop will not collect the chargeback amount from their account.
Chargeback appeals can take up to 90 days to process from the date of the initial chargeback notification. TikTok Shop will inform the seller of the appeal's outcome in the Seller Center, and if the seller is held financially responsible for the chargeback.
If a seller fails to appeal a chargeback within the 7 calendar day deadline, TikTok Shop may, in our discretion, appeal the chargeback on the seller's behalf. In such cases, TikTok Shop will submit the representment using evidence that is available to us. The seller is not required to submit any supporting documents or pay the $10 fee.
In cases where an auto-contested chargeback occurs (see below): TikTok Shop will not charge you the $10 appeal fee for that auto-contested chargeback.
Auto-contest Auto-contest means TikTok Shop may respond to a chargeback on your behalf. TikTok Shop may use order information and other available evidence to respond to the financial institution or card issuer.

Auto-contested chargebacks for eligible orders

This section applies to eligible order types, including auction orders and orders in Collectibles, Pre-owned, or Auctions categories.
If a customer files a merchandise chargeback for an eligible order, TikTok Shop may auto-contest the chargeback on your behalf. You do not need to submit an appeal or take action unless TikTok Shop asks you for more information.
You may see the auto-contested chargeback at the order level in Seller Center. TikTok Shop will notify you of the outcome by email and through your Seller Center inbox.
The outcome of a chargeback review is determined by the financial institution. If you disagree with the decision or need further support, please contact TikTok Shop Seller Support.

Required Information for Appeals

To appeal a chargeback, sellers must include the following information in their appeal:

• The status of the transaction
• A description of the product, and
• Proof that the item was received by the cardholder

Additional documents sellers may include, but are not required to add:

• Order confirmation emails
• Details of any changes, refunds, or cancellation of an order
• Tracking numbers
• Images of the product
• Customer message records

Note that any supporting documentation forwarded to TikTok Shop in an appeal may be presented to the financial institution. As a result, ensure that all documentation is relevant to the appeal.

Preventing Chargebacks

To minimize the likelihood of a customer filing a chargeback:

• Include clear photos and accurate descriptions of your products in your product listing details.
• Publish clear shop policies about returns and refunds.
• Respond quickly to customers and replace defective or damaged products.
• Ship products as soon as possible, after payment is collected for an order.
• Pack and ship products in a way that protects them from being damaged in transit.
• If shipping is delayed, inform customers of order updates.

Enforcement Actions and Appeals

We regularly review shops for compliance with our policies. If violations are identified, enforcement actions may be applied. This may include, but is not limited to:

• Deducting points the seller’s Account Health Rating
• Removing product listings
• Revoking access to offer products for sale
• Issuing refunds to customers

For more information on enforcement actions, refer to our Seller Enforcement Policy. To appeal an enforcement action, visit the Appeals section for guidance.