Summary
Explicit clarification that FBT cancellations are TikTok-handled; sellers and customers can cancel post-payment before "Awaiting Collection" status. Prohibition on abusive language and post-sale term changes restated.
Why it matters
Formalizes seller responsibility limits on FBT orders and restricts post-sale negotiation tactics. Sellers lose leverage during cancellation windows; violation of communication conduct rules can trigger compliance action.
Recommended action
Review cancellation policies for FBT listings; audit seller communication templates to remove language that could be construed as abusive or retaliatory; confirm cancellation window procedures align with "Awaiting Collection" status timing.
If the seller is using Fulfilled by Tik Tok (FBT), all customer cancellations are handled by Tik Tok Shop.
Once payment is made, both customers and sellers can cancel an order before the order status in Seller Center is updated to "Awaiting Collection".
Sellers and customers can communicate with each other before a cancellation is made. Sellers are prohibited from using abusive or threatening language and changing any terms of the transaction (such as price) after a sale has been made. For more information, refer to our Customer Service Policy.
No content was removed in this update.
Affects: Seller