Summary
Removed TikTok Shop's ability to step in for unresolved seller-customer disputes, now leaves resolution entirely to the parties involved.
Why it matters
This change significantly limits sellers' and customers' access to resolution support. Without intervention, unresolved disputes may escalate, harming seller reputations and increasing financial risks.
Recommended action
Sellers should establish clear communication channels with customers to resolve potential disputes proactively and ensure compliance with dispute timelines.
No new content was added in this update.
Tik Tok Shop may step in to help resolve disputes that remain unresolved between a seller and a customer.
Outcome decisions are made at Tik Tok Shop’s sole discretion.
Tik Tok Shop may initiate a dispute on a party's behalf. This can happen if we find that an excessive number of return or refund requests have been improperly rejected. The decision will be made based on the evidence available at the time.
Tik Tok Shop cannot guarantee that every outcome will meet customer or seller expectations. The platform is not responsible for the results of any dispute decision.
Customers and sellers may resolve disputes independently at any time. If both parties reach a mutual agreement, they can cancel the dispute.
If a dispute is withdrawn by the requester or rejected by Tik Tok Shop, the customer may submit a new request within 2 calendar days.
Tik Tok Shop will stop intervention if: The parties choose to resolve the dispute themselves. Either party initiates legal or external dispute resolution proceedings.
The parties choose to resolve the dispute themselves.
Either party initiates legal or external dispute resolution proceedings.
Affects: Seller
