Summary
New 1-hour "Pending" period prevents seller fulfillment and allows automatic cancellation approval. Seller-fault cancellations impact SFCR metric. 24-hour inaction triggers auto-approval of refunds. SLA-based auto-cancellation for delayed status updates.
Why it matters
Sellers now face tighter operational windows and automatic penalties. The mandatory 1-hour hold, auto-approval mechanics, and SFCR penalties create operational risk and require immediate process changes to comply with new fulfillment deadlines.
Recommended action
Audit fulfillment workflows to confirm order status updates meet SLA deadlines. Configure cancellation window settings. Monitor SFCR impact. Implement 24-hour response system for cancellation/refund requests to prevent auto-approval.
Sellers will not be able to fulfill any orders within the 1st hour of the order placement, known as the "Pending" period. During this "Pending" period, Tik Tok Shop may automatically approve any customer-raised order cancellations, regardless of shipping type (Seller Shipping, Tik Tok Shipping, or Fulfilled by Tik Tok).
Orders with the "Awaiting Shipment" status canceled by the seller may negatively impact the seller's Seller-Fault Cancellation Rate (SFCR).
Orders may be automatically canceled if customer payment has not been made within the predetermined time frame set by the seller or Tik Tok Shop (whichever is applicable).
If a seller does not act on a customer's cancellation or refund request within 24 hours, Tik Tok Shop may automatically approve it. A refund will then be issued to the customer. Shipping the item does not automatically reject or close the cancellation request.
Orders may be automatically canceled if the seller does not update the order status to "Awaiting collection" within the required timeframe. This is defined by the auto-cancellation Service Level Agreement (SLA) for the order type.
Cancellation Features:
Sellers can customize their cancellation settings in the Seller Center.
For instructions on how to use these features, refer to the Customizing Your Cancellation Features article.
Sellers can access the Automated Cancellation Approval feature to automatically approve cancellation requests when: The customer requests cancellation within a certain timeframe, and The product price falls within a designated price range Select qualified Seller Shipping sellers have access to the adjustable Cancellation Window feature, allowing them to set custom rules for their cancellation window.
Sellers can select a cancellation window after the order is placed from 1 of the following options:1 hour5 hours24 hours The 1-hour pending period is the default waiting period and cannot be customized.
Sellers who do not customize their cancellation window will follow the standard platform policy, which allows customers to request cancellation before the package is shipped.
Affects: Seller
Sellers can access the Automated Cancellation Approval feature to automatically approve cancellation requests when: The customer requests cancellation within a certain timeframe, and The product price falls within a designated price range
Select qualified Seller Shipping sellers have access to the adjustable Cancellation Window feature, allowing them to set custom rules for their cancellation window.
Sellers can select a cancellation window after the order is placed from 1 of the following options:1 hour5 hours24 hours The 1-hour pending period is the default waiting period and cannot be customized.
Sellers who do not customize their cancellation window will follow the standard platform policy, which allows customers to request cancellation before the package is shipped.
Sellers can select a cancellation window after the order is placed from 1 of the following options:1 hour5 hours24 hours
The 1-hour pending period is the default waiting period and cannot be customized.
Sellers who do not customize their cancellation window will follow the standard platform policy, which allows customers to request cancellation before the package is shipped.
No content was removed in this update.
