Summary
New appeal requirements added for seller-fault cancellation violations: sellers must now provide specific documentation (screenshots, vendor confirmations, system error proof) to challenge SFCR infractions. Failure to meet documentation standards results in appeal rejection.
Why it matters
Appeals are sellers' only recourse to remove SFCR violations affecting shop health scores and enforcement actions. Missing or inadequate documentation now means automatic rejection, raising financial and account-suspension risk for sellers operating multi-channel fulfillment or facing logistics issues.
Recommended action
Audit fulfillment processes and establish documentation workflow to preserve screenshots of customer communications, carrier notices, Seller Center SLA records, and vendor confirmations. Test appeal submission with complete documentation before violations accumulate.
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Customer-requested cancellation. Must provide screenshots of the communication history with the customer that clearly shows: The order cancellation was requested by the customer. The order ID in the customer's request matches with the order ID canceled by the seller.
The order cancellation was requested by the customer.
The order ID in the customer's request matches with the order ID canceled by the seller.
Address is marked undeliverable by the carrier. Must provide both of the following: A screenshot from the logistics service provider's website states the order cannot be delivered to the customer's address. A screenshot of the order confirmation page that shows: customer's address, order ID(s), and date the order was placed.
A screenshot from the logistics service provider's website states the order cannot be delivered to the customer's address.
A screenshot of the order confirmation page that shows: customer's address, order ID(s), and date the order was placed.
Order was dispatched prior to the auto-cancellation cut-off SLA. Must provide both of the following: A screenshot from Seller Center showing the order auto-cancellation SLA for each of the orders. A screenshot from the logistics service provider of the order's tracking nodes showing that the "Pick Up" timestamp is earlier than the auto-cancellation SLA for each of the orders.
A screenshot from Seller Center showing the order auto-cancellation SLA for each of the orders.
A screenshot from the logistics service provider of the order's tracking nodes showing that the "Pick Up" timestamp is earlier than the auto-cancellation SLA for each of the orders.
Warehouse Disruptions:
A screenshot or document from the overseas US local fulfillment warehouse vendor confirming that the orders impacted were due to their fault. The screenshot or document must include all of the following: US local fulfillment warehouse vendor's company name Impact period Impacted order count Impacted tracking IDs list US local fulfillment warehouse vendor's seal or signature
Affects: Seller
Technical issue on the Tik Tok Shop platform: Provide one or both of the following: A screenshot of the system error along with the date the error occurred. Ensure the error date matches the timeline of the violation. A screenshot of the communication history with the Tik Tok platform product team confirming that the issue was caused by a system error.
A screenshot of the system error along with the date the error occurred. Ensure the error date matches the timeline of the violation.
A screenshot of the communication history with the Tik Tok platform product team confirming that the issue was caused by a system error.
Seller Enterprise Resource Planning (ERP) or Independent Software Vendor (ISV) technical issue: Provide one or both of the following: A screenshot of the system error along with the date the error occurred.
Ensure the error date matches the timeline of the violation.
A screenshot or official document provided by the ERP or ISV vendor confirming the issue was caused by their system error.
The screenshot or document must include the vendor's company name, seller's company name (or shop name), impact period, number of impacted orders, and the vendor's seal or signature.
A screenshot or official document provided by the ERP or ISV vendor confirming the issue was caused by their system error. The screenshot or document must include the vendor's company name, seller's company name (or shop name), impact period, number of impacted orders, and the vendor's seal or signature.
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