Summary
TikTok Shop introduced six appealable exceptions to OTDR penalties: Seller Center technical issues, platform misclassification of late delivery, carrier disruptions beyond control, duplicate penalties on same order, lost shipments, and system errors on dispatch SLA.
Why it matters
Sellers can now dispute OTDR violations if caused by platform errors, carrier events, or system failures—reducing wrongful enforcement and account penalties. Critical for sellers operating during disruptions or experiencing system outages.
Recommended action
Review appeal grounds and document evidence (Seller Center logs, carrier notices, timestamps) for any OTDR violations. File appeals for duplicate penalties or platform-caused delays before 30-day lookback closes.
Appeals
Technical issues within Seller Center prevent a seller from dispatching an order on time
Tik Tok Shop mistakenly classifies an order as a late delivery when it was delivered within the deliver-by SLA
Carrier operational disruptions caused by events beyond the control of all parties (including but not limited to labor strikes, civil unrest, disputes, environmental disasters, and severe weather conditions)
No content was removed in this update.
Affects: Seller