Summary
Eligibility requirements for after-sale disputes have been removed, affecting the conditions under which disputes can be escalated on TikTok Shop.
Why it matters
This change may lead to increased disputes processed without adequate verification of transactions, posing higher risk for sellers who rely on buyer legitimacy for dispute resolutions.
Recommended action
Sellers should review their processes for managing disputes and ensure they maintain clear communication with buyers to handle conflicts proactively.
No new content was added in this update.
The customer is a verified Tik Tok Shop buyer.
A valid transaction occurred.
The dispute is initiated within 10 calendar days after a seller rejects the customer’s previous dispute.
A dispute is not initiated within the acceptance period. See Dispute Timelines & Required Actions.
The customer is not a Tik Tok Shop buyer.
The customer withdraws the dispute.
No valid transaction occurred between the customer and the seller.
An ongoing return or refund request is in process.
2 dispute requests for the same product have already been closed.
Either party fails to follow or intends to breach a previously agreed resolution that was determined by our After-sale Dispute Handling Service (the Tik Tok Shop team that reviews and resolves disputes).
Affects: Seller
