Summary
TikTok Shop may now intervene in unresolved disputes between sellers and customers, deciding outcomes at its sole discretion.
Why it matters
This change escalates seller accountability, as TikTok can initiate disputes and decide resolutions, leading to increased risks of enforcement if disputes aren't handled properly.
Recommended action
Sellers should review and understand dispute processes to ensure compliance and avoid potential escalations or penalties related to disputes.
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 rejected without valid justification. 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If a dispute is withdrawn by the requester or rejected by Tik Tok Shop, the customer may submit a new request within 2 calendar days.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.
No content was removed in this update.
Affects: Seller
