This page 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.
• For Fulfilled by TikTok Shop, see Merchant Portal Academy > How to File a Reimbursement Claim for Logistics-Related Issues

Recommendations to prevent lost or damaged packages

1. Save the Shipping Label: download and keep your shipping labels on file as this may be requested when filing a claim.
2. Make sure you have an acceptance scan on all of your packages by the carrier. This is a good precaution to ensure that the carrier acknowledges acceptance of the package.
   • Dropoff: Request a receipt if you are dropping off packages at the carrier post office.
   • Pickups: Ask your courier to scan each package at time of pickup.
3. Wrap all item(s) separately, and use cushioning materials to protect your item(s).
4. Choose the correct package size; we recommend using a rigid box
5. Remove any old labels or shipment markings. If item is fragile, label with the appropriate stickers to meet protection requirements.

Help Your Customer Locate their Order

Reach out to your customer via TikTok Shop Chat or by selecting the Contact buyer button for the associated Did Not Receive refund request.
When you talk to your customers in chat, walk them through the following helpful tips to locate their order:

• Confirm that their shipping address is correct.
• Advise them to check the surroundings of the delivery location (mailbox, garage, side doors).
• Confirm with their family or neighbors to see if the package was received by them.
• Ask them if the logistics carrier has left any specific notes for them to personally pick up the package or request redelivery.

Insurance Coverage

TikTok now offers insurance for your packages through a third-party insurance provider, U-PIC. The coverage is limited to no more than 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). All TikTok Shipping packages are automatically insured up to $200 at no additional cost to you. If your package has a higher value, you can choose to purchase additional insurance up to a $5,000 limit while printing the shipping label for your package. If you don't purchase additional insurance for orders with a value over $200, your order will only be eligible for a $200 reimbursement if approved by U-PIC.
For more information on coverage, and instructions on purchasing insurance, click here.

Claim Eligibility Criteria

The order must be shipped using the provided TikTok Shipping label, and be scanned by the carrier. You may open an insurance claim no later than 90 days from ship date. This insurance doesn't cover buyer returns; it only covers packages being shipped to the buyer, including those marked Return to Sender due to carrier issues (e.g., damage, loss, or item shortages within the package).
Below is a quick overview of the most common scenarios. For full terms and conditions, see U-PIC's TikTok Shop Coverage Terms.

How to File an Insurance Claim

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 and within Order Detail page.

How to Send an Affidavit Email to Your Customers

After processing the buyer's return/refund request, we will automatically forward the refund information to 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.
For some scenarios, U-PIC might require your buyer to sign an affidavit as part of the claim process.
View your claim in the Manage Orders page in Seller Center, and send an affidavit request to the buyer up to 3 times.
Once the buyer completes and submits the affidavit, the information is forwarded to UPIC, and the status of the affidavit will be updated to "Completed".

Check Claim Status

• Appeal Submission: After initiating an appeal, a "Claim Details" button will appear. Clicking on this button takes the user to a dedicated page for detailed claim analysis and follow-up actions.
• Shipping Insurance Status: Purchased, Effective, In Appeal, Appeal Concluded, Cancelled, and Not Purchased.
• Insurance Compensation Status: Claim In Progress, Claim Failed, and Claim Successfully.

You are also able to filter orders on the Manage Orders page based on insurance claim status:

Claim Handling Time and Payment

Decision will be provided within 7-10 business days from receiving a completed claim form. If your claim is approved, U-PIC will pay out the amount due directly to you within this same timeframe. You will be able to choose whether you would like to receive the claim payment by check or a bank transfer. Note that this reimbursement will not show in your Settlements in Seller Center

Appealing Claim Decision

U-PIC will handle all appeals, should you be dissatisfied with the claim outcome. They will provide contact details for their Customer Service team that will handle your inquiry. TikTok Customer Service won't be able to manage appeals and/or arbitrate on the U-PIC claim outcome.