Summary
Revoked specific enforcement actions related to product disputes, affecting sellers' responsibilities and rights. Significant revisions occurred in the enforcement framework for aftersales disputes.
Why it matters
Removing enforcement actions limits TikTok Shop's ability to hold sellers accountable. Sellers must adapt quickly to ensure compliance, as failures could lead to unmitigated consequences, including financial liabilities or loss of selling privileges.
Recommended action
Review updated enforcement standards for aftersales disputes and adjust operating procedures to align with the revised requirements to avoid potential penalties.
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Inconsistent Products:
Items missing, wrong color/specifications, or incorrect quantity. Seller Evidence: Provide shipping details, photos, or videos. Outcome: Verified claims require seller replacement/correction
Seller Evidence:
Provide shipping details, photos, or videos.
Outcome:
Verified claims require seller replacement/correction
Counterfeit Products:
Suspected counterfeit items. Seller Evidence: Relevant evidence that the product meets market quality requirements. This may include: Commercial invoices Supplier contracts Manufacturer or third-party testing reports Certificates from competent agencies Outcome: If verified to be counterfeit, the customer should not return the product. They should discard it. The seller must refund the customer.
Seller Evidence:
Relevant evidence that the product meets market quality requirements. This may include: Commercial invoices Supplier contracts Manufacturer or third-party testing reports Certificates from competent agencies
Outcome:
If verified to be counterfeit, the customer should not return the product. They should discard it. The seller must refund the customer.
Affects: Seller
Product Quality & Safety Issues:
Defective or unsafe items (for example, broken parts, allergies).
Seller Evidence:
Relevant evidence that the product meets market quality standards.
This may include: Invoices Supplier contracts Manufacturer/third-party testing reports.
Note:
Cosmetic allergy disputes require medical certificates from the customer.
Outcome:
If seller cannot prove quality, they must issue a refund.
If the seller provides credible evidence, Tik Tok Shop will reject the dispute.
If the customer later submits valid evidence, the case may be reconsidered.
Seller Evidence:
Relevant evidence that the product meets market quality standards. This may include: Invoices Supplier contracts Manufacturer/third-party testing reports. Note: Cosmetic allergy disputes require medical certificates from the customer.
Manufacturer/third-party testing reports. Note: Cosmetic allergy disputes require medical certificates from the customer.
Note:
Cosmetic allergy disputes require medical certificates from the customer.
Outcome:
If seller cannot prove quality, they must issue a refund. If the seller provides credible evidence, Tik Tok Shop will reject the dispute. If the customer later submits valid evidence, the case may be reconsidered.
If the seller provides credible evidence, Tik Tok Shop will reject the dispute. If the customer later submits valid evidence, the case may be reconsidered.
Delivery Issues:
Delayed Delivery: Evidence includes shipping labels, receipts, photos, and videos.
Ship by Seller:
If seller is at fault, seller refunds the customer.
Ship by Tik Tok:
Logistics provider is responsible.
Tik Tok Shop will refund the seller.
Lost Packages:
Evidence of delivery attempt/address correctness.
Liability falls on the party without sufficient evidence; seller or logistics provider provides refund/resend.
Ship by Seller:
Seller must refund the customer or resend the item.
Ship by Tik Tok:
Logistics provider is responsible, and Tik Tok Shop will refund the seller.
Damaged Packages:
Package damaged upon arrival.
Seller Evidence:
Seller provides shipping details, photos, videos showing proper packing and handover.
For Ship by Seller, proof the package arrived intact.
Outcome:
If seller is at fault, seller must refund the customer.
If logistics provider is responsible, Tik Tok Shop will refund the seller.
Delayed Delivery:
Evidence includes shipping labels, receipts, photos, and videos. Ship by Seller: If seller is at fault, seller refunds the customer. Ship by Tik Tok: Logistics provider is responsible. Tik Tok Shop will refund the seller.
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