Summary
Sellers now have 24-hour auto-approval timeline for cancellations before 2-business-day SLA. Failure to respond (upload tracking or approve) triggers automatic refund. Collectibles require seller approval regardless of shipping method.
Why it matters
Sellers face automatic refunds if they don't act within 24 hours on cancellations. This impacts cash flow, dispute rates, and seller fault metrics. Collectibles bidding feature adds friction. Missed deadlines directly reduce seller control over order outcomes.
Recommended action
Review 24-hour cancellation response SLA for all orders. Set operational alerts for incoming cancellations. Audit collectibles bidding policies separately. Document tracking uploads or approvals within deadline to avoid auto-refunds.
Tik Tok Shipping:
If the order status has not changed to "To Ship" or "Awaiting Collection".
Seller Shipping:
If the cancellation request is made less than one hour from the time of ordering during the "Pending" period. Cancellations for trading cards and other eligible collectibles under the bidding feature (such as sports and entertainment collectibles) require seller approval for both Tik Tok Shipping and Seller Shipping.
Cancellations for trading cards and other eligible collectibles under the bidding feature (such as sports and entertainment collectibles) require seller approval for both Tik Tok Shipping and Seller Shipping.
If the cancellation request is made before the 2-business day Standard Shipping Service Level Agreement (SLA) from the order date, the seller must act within 24 hours. If no action is taken, Tik Tok Shop will auto-approve the cancellation and issue a refund. Sellers must resolve the request by either uploading the tracking number to the cancellation request or approving the cancellation. Shipping the item or taking no other action will result in the cancellation being approved.
If the cancellation request is made after the 2-business-day Standard Shipping SLA from the order date, but before the order is marked as "In Transit", Tik Tok Shop will automatically approve the cancellation and issue a refund. For more information on SLAs, refer to the Fulfillment Policy.
For more information on SLAs, refer to the Fulfillment Policy.
Cancellation by the Seller
Notice of all cancellations must be provided promptly to the customer through in-app notifications. All notices must explain the reason for order cancellation and be written in English.
Customers are entitled to receive a full and prompt refund if the seller cancels the paid order. However, a seller may not request a customer to cancel the order due to their own stock deficiencies or issues.
Sellers should also note that any unilateral cancellation may lead to negative feedback from customers.
Affects: Seller
No content was removed in this update.