Summary
Sellers must now complete all final decision actions within unspecified timeline and bear all shipping fees for dispute resolution. Appeal window clarified to 30 calendar days (changed from 21). Specific risk allocation added for deceptive vs. non-deceptive claims and minor vs. significant quality issues.
Why it matters
These changes increase seller financial liability by mandating full shipping cost coverage and tightening appeal deadlines. Ambiguous completion timelines create enforcement risk. Risk allocation rules (breakage/damage/loss split) directly impact refund amounts and dispute outcomes seller must fund.
Recommended action
Audit dispute history for shipping cost exposure under new rules. Document all dispute decisions and set calendar alerts for 30-day appeal window. Classify claims as deceptive vs. non-deceptive and quality severity to model financial liability before accepting resolution terms.
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.
Affects: Seller
Appeals
If the seller is not satisfied, they may appeal by submitting a ticket in the Help Center within 30 calendar days of receiving the judgment.
Evidence must still be submitted within 48 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.
No content was removed in this update.
