Summary
New mandatory cancellation rules for auction orders: sellers have 24 hours to act on cancellation requests or face auto-approval by TikTok. Non-compliance can result in suspensions and platform bans.
Why it matters
Auction sellers now have strict 24-hour response deadlines on cancellations with automatic refunds if missed. Violations trigger escalating enforcement (warnings, suspensions, bans). High cancellation frequency detection alone can lead to account penalties.
Recommended action
Audit auction order workflows to ensure 24-hour response capability on all cancellation requests. Implement tracking for cancellation rates and document reasons for seller-initiated cancellations to mitigate suspension risk.
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 may 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
