Summary
Policy page restructured: eligibility criteria consolidated from narrative text into bullet-point list format. No new requirements added; existing rules restated for clarity and navigation.
Why it matters
Sellers can now quickly identify dispute eligibility conditions without parsing dense paragraphs. Improved readability reduces misunderstanding of the same existing rules governing dispute acceptance and rejection.
Recommended action
Review the restructured eligibility section to confirm understanding of dispute filing requirements. No policy behavior changes required; this is a presentation update only.
The customer is a verified Tik Tok Shop customer.
A valid transaction occurred.
The dispute is initiated within 10 calendar days after a seller rejects the customer’s previous dispute.
A dispute is not initiated within the acceptance period. See After-sale Dispute Timeline section.
The customer is not a Tik Tok Shop customer.
The customer withdraws the dispute.
No valid transaction occurred between the customer and the seller.
An ongoing return or refund request is in process.
2 dispute requests for the same product have already been closed.
Either party fails to follow or intends to breach a previously agreed resolution that was determined by our After-sale Dispute Handling Service (the Tik Tok Shop team that reviews and resolves disputes).
No content was removed in this update.
Affects: Seller
