Summary
Removed notification of outcomes in aftersales disputes reduces obligation for sellers to inform customers or follow through on dispute resolutions, impacting seller compliance with process.
Why it matters
Without a requirement to notify customers about dispute outcomes, sellers may not adequately fulfill their responsibilities. This could lead to customer dissatisfaction and increased disputes.
Recommended action
Review aftersales dispute procedures to ensure continued compliance with new obligations, and prepare to respond proactively to disputes.
No new content was added in this update.
Notification of Outcome:
Once a judgment is made, Tik Tok Shop will notify both parties. Sellers can view results via Seller Center > Orders > Manage Returns > Appealed/Disputed. Customers can check outcomes under My Account.
Sellers can view results via Seller Center > Orders > Manage Returns > Appealed/Disputed. Customers can check outcomes under My Account.
Seller Compliance:
Sellers must complete all actions listed in the final decision. This may include issuing a refund, sending a replacement, or shipping missing items. Sellers must cover any applicable shipping fees related to the resolution.
Sellers must cover any applicable shipping fees related to the resolution.
Customer Compliance:
Customers may be required to return the product. If the product is unsuitable for return (for example, counterfeit, lost, customized, or fully damaged), a refund may be processed without return.
Inconsistent with Listing:
For deceptive/fraudulent claims, the seller bears all risk of breakage, damage, and loss during return. For non-deceptive claims, the seller bears breakage risk; the customer bears damage/loss risk.
For deceptive/fraudulent claims, the seller bears all risk of breakage, damage, and loss during return.
For non-deceptive claims, the seller bears breakage risk; the customer bears damage/loss risk.
Quality Issues:
Significant issues (product not functional or workable): Seller bears all risk. Minor issues: Seller bears breakage risk; customer bears damage/loss risk.
Significant issues (product not functional or workable): Seller bears all risk.
Minor issues: Seller bears breakage risk; customer bears damage/loss risk.
6. Appeals
Affects: Seller
If the seller is not satisfied, they may appeal by submitting a ticket in the Help Center within 21 calendar days of receiving the judgment.
Evidence must still be submitted within 24 hours for ongoing disputes.
If the customer is not satisfied, they may raise another dispute request within 2 calendar days of receiving the judgment. Each customer may raise up to 2 dispute requests per product.
