Summary
Old detailed before-sales and after-sales customer service sections removed and consolidated into simplified policy summary. 24-hour response requirement and accuracy rules restated verbally but now embedded in broader "professional service" language.
Why it matters
Policy was restructured rather than substantively changed. Specific rules (24-hr response, weekend chatbot carve-out, accuracy verification) remain in effect but are less explicitly detailed in the new format, creating potential ambiguity about enforcement standards.
Recommended action
Review new policy snapshot to confirm existing response-time and accuracy obligations remain enforceable. If enforcement criteria are now ambiguous, request clarification from TikTok on 24-hour response standard applicability and weekend exception scope.
No new content was added in this update.
Customers may raise inquiries about the product, logistics, warranties, and/or anything else relevant to the product or brand, before an actual purchase.
You must respond to customer inquiries within 24 hours of receiving the message.
When the Chatbot is turned on, this requirement does not apply on weekends, but all messages received over the weekend must be answered by Monday 12 PM local time.
You must also comply with all relevant Tik Tok Shop policies when communicating with customers.
Provision of Accurate Information
You must ensure that the information in messages sent to customers is accurate and consistent with the information on the product detail page.
You must take immediate action to correct any information that is inaccurate about your product.
You are solely responsible for any customer confusion or dispute arising due to unclear, incomplete, or inaccurate information.
You must handle any resulting customer inquiries, requests, or complaints swiftly and appropriately, in compliance with all applicable laws and regulations.
You are prohibited from using misleading or fraudulent language during customer communications (such as offering better prices or discounts, favorable warranties or services, and other after-sale deductions) After-sales Service
Affects: Seller