Summary
New 24-hour response deadline for auction order cancellations before 2-business-day SLA. Auto-approval and refund issued if seller fails to upload tracking or approve within window. Shipping without action triggers automatic cancellation.
Why it matters
Sellers face automatic order cancellations and refunds for non-compliance with strict 24-hour deadlines on auction orders—a new requirement with direct revenue and operational impact. High cancellation rates may trigger enforcement review.
Recommended action
Audit auction order workflows to ensure tracking uploads or cancellation approvals occur within 24 hours of customer request. Configure operational alerts to prevent auto-approvals and monitor cancellation frequency metrics.
A customer can request a cancellation before the 2-business day Standard Shipping SLA from the order date. If this happens, the seller must act on the request within 24 hours. If no action is taken, Tik Tok Shop may auto-approve the cancellation and issue a refund. To resolve the request, sellers must either upload the tracking number or approve the cancellation. Shipping the item without taking these actions will result in the cancellation being approved.
A cancellation request may be made after the 2-business-day shipping SLA has passed but before the order is marked as "In Transit". In this case, Tik Tok Shop may automatically approve the request and issue a refund. For more information on SLAs, refer to the Fulfillment Policy.
For more information on SLAs, refer to the Fulfillment Policy.
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.
No content was removed in this update.
Affects: Seller