Summary
Seller response deadline changed from fixed "4 business days" to flexible "designated after-sales handling time" with reference to separate requirements document. Removes concrete deadline, introducing ambiguity in compliance obligation.
Why it matters
Sellers lose clarity on exact response window, creating compliance risk. Auto-approval trigger is now tied to an undefined external standard, making it difficult to operationalize response procedures and increasing exposure to unintended automatic approvals.
Recommended action
Locate and review the separate "After-sales Handling Time Requirements" document immediately. Document your shop's actual response SLA and confirm alignment with TikTok's designated standard to avoid missing auto-approval triggers.
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 the designated after-sales handling time.
Refer to After-sales Handling Time Requirements to learn more.
If approved, the seller must process the refund or replacement.
If the seller does not respond within the required after-sales handling time, the request will be 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 the required after-sales handling time, the request will be 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.
No content was removed in this update.
Affects: Seller
