Summary
Policy restructured to clarify existing customer service requirements: professional communication, TikTok Shop Chat usage, team management, and operation hours. No new behavioral mandates or enforcement mechanisms introduced.
Why it matters
This is a presentation reorganization of existing rules already in effect (per old context). Sellers must verify compliance with restated requirements but no new violations or penalties are introduced. Low urgency unless sellers were previously unaware of these obligations.
Recommended action
Review the reorganized policy section to confirm your shop and team practices align with restated standards (communication tone, Chat accessibility, team permissions, operation hours). No immediate operational changes required if you already met prior rules.
Sellers must communicate professionally, provide accurate information, and comply with all applicable Tik Tok Shop policies when interacting with customers.
Sellers should use Tik Tok Shop Chat to provide customer service where possible. Sellers must ensure they can be contacted through Tik Tok Shop Chat when selling on the platform.
When using Tik Tok Shop Chat, sellers must: Manage the seller's customer service team or personnel at all times Manage the seller's customer service team's account access and permissions appropriately Manage all activities and communications sent using the seller's account
Manage the seller's customer service team or personnel at all times
Manage the seller's customer service team's account access and permissions appropriately
Manage all activities and communications sent using the seller's account
Sellers must set the shop's operation hours in the Seller Center (the portal sellers use to manage their shop). Operation hours will then be displayed to customers who message sellers through Tik Tok Shop Chat.
Customers seeking support through the Order Detail page may be directed to several channels. These include the Help Center, Tik Tok Shop customer support agents, or seller customer service representatives via Tik Tok Shop Chat. When seller representatives are unavailable, customers may be directed to submit a support ticket.
No content was removed in this update.
Affects: Seller