Summary
Removal of specified response times and procedures for aftersales disputes creates ambiguity in seller obligations, potentially leading to enforcement decisions dependent on customer claims without clear guidelines for seller recourse.
Why it matters
Without clear procedures and timelines for handling aftersales disputes, sellers face increased risk of penalties or unjust outcomes due to ambiguous processes. This could adversely affect transaction integrity and seller accountability.
Recommended action
Review and enhance dispute procedures to ensure clarity in response obligations and protection against unjust claims, possibly seek legal guidance on seller rights and responsibilities in the dispute process.
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1. Initial Request (Customer Action — Before the Dispute Process Begins)
Customer Files a Request:
Customers can submit a return or refund request within 30 calendar days from the order delivery date.
Seller Response:
Sellers must respond within 4 business days.
If approved, the seller must process the refund or replacement.
If the seller does not respond within 4 business days, the request is automatically approved.
If sellers reject the refund, Tik Tok Shop will automatically create a ticket for Customer Service to review.
This marks the start of the official After-sale Dispute process.
Customer Service will determine whether compensation is warranted based on the evidence submitted, such as images, videos, or comments about the item's condition.
If approved, the seller must process the refund or replacement.
If the seller does not respond within 4 business days, the request is automatically approved.
If sellers reject the refund, Tik Tok Shop will automatically create a ticket for Customer Service to review. This marks the start of the official After-sale Dispute process. Customer Service will determine whether compensation is warranted based on the evidence submitted, such as images, videos, or comments about the item's condition.
Affects: Seller
