Summary
New bad-faith investigation standard added: TikTok Shop will investigate seller intent on quality issues and enforce automatic refunds if bad faith is found. Product recall liability clarified: sellers must fund all refunds and provide batch documentation.
Why it matters
Sellers now face explicit bad-faith investigation and automatic refund liability for disputed quality claims. Product recall responsibility is mandatory with documentation requirements. This expands grounds for dispute resolution against sellers and raises financial exposure.
Recommended action
Review quality control processes and dispute history. Strengthen seller communications documentation. Prepare product sourcing/testing records for potential recall scenarios. Monitor for bad-faith investigation triggers based on pattern of poor-quality or mislabeled products.
Investigate whether the seller had no intention of fulfilling the order accurately.
If the seller is found to have acted in bad faith, Tik Tok Shop will support a refund from the seller to the customer.
Support a refund from the seller to the customer.
Hold the seller responsible for any product recalls and require them to support all refunds.
Require supporting documents if the recall does not apply to all product batches. These documents must explain why the remaining products were not recalled.
No content was removed in this update.
Affects: Seller
