Summary
Added clarification on order cancellation mechanics: FBT cancellations handled by TikTok; both parties can cancel before "Awaiting Collection" status; sellers prohibited from abusive language or post-sale term changes. Restated existing rules from prior policy context.
Why it matters
Change is presentation-only. Core cancellation rules (pre-shipment cancellation windows, language/conduct standards, FBT handling) already existed in prior policy. No new behavioral requirements or deadlines introduced; existing guidance reorganized for clarity.
Recommended action
Review cancellation settings and communication workflows to ensure compliance with restated conduct standards. No urgent action required; this is documentation clarification, not a new enforcement trigger.
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
