Summary
Appeal requirements expanded: customer-related issues now include shipment delays and non-response (previously cancellation-only); tracking timestamp field changed from "Pick Up" to "Package Awaiting Pickup Time"; warehouse renamed to "Logistics Service Provider"; platform error appeals now accept system maintenance notifications as evidence.
Why it matters
Sellers must now document additional customer behaviors (delays, non-response) to defend cancellation appeals—materially expanding appeal scope. Tracking documentation requirements shifted, requiring different logistics screenshots. Broader appeal grounds risk increased reversals and seller-fault metric volatility if documentation standards are misaligned with actual logistics states.
Recommended action
Review appeal evidence requirements immediately; audit historical cancellations for new customer-delay scenarios; verify logistics provider tracking node labels match "Package Awaiting Pickup Time"; document TikTok system notifications for platform error appeals; retrain support team on expanded customer-issue categories.
Customer-related issues: Provide the following: Screenshots of the communication history with the customer clearly showing that the customer requested cancellation, requested shipment be delayed, or did not respond to the seller in time, affecting dispatch.
The order ID with the canceled
Affects: Seller
Screenshots of the communication history with the customer clearly showing that the customer requested cancellation, requested shipment be delayed, or did not respond to the seller in time, affecting dispatch.
The order ID associated with the canceled or delayed order.
A screenshot from the logistics service provider of the order's tracking nodes showing that the "Package Awaiting Pickup Time" timestamp is earlier than the auto-cancellation SLA for each of the orders.
A screenshot from the logistics service provider of the order's tracking nodes showing that the "Package Awaiting Pickup Time" timestamp is earlier than the auto-cancellation SLA for each of the orders.
Logistics Service Provide (Seller Shipping) Liability: Provide one of the following: A screenshot or official document from the carrier 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 Screenshots of communication with the carrier that clearly show the issue was caused by the carrier's fault.
A screenshot or official document from the carrier 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 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 Screenshots of communication with the carrier that clearly show the issue was caused by the carrier's fault.
Technical issue on the Tik Tok Shop platform: Provide one of the following: A screenshot of the system error along with the date the error occurred.
Tik Tok Shop’s official notifications of system maintenance or anomalies A screenshot of the system error along with the date the error occurred.
Tik Tok Shop’s official notifications of system maintenance or anomalies 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 message, prompt, or error code, along with the date the error occurred.
A screenshot of the system error message, prompt, or error code, along with the date the error occurred.
Test Orders: Screenshots of the test orders placed from the customer's side.
Each screenshot must show: Order IDOrder placement date Customer name Information indicating the order was placed for testing purposes A brief explanation of why the orders were canceled by the seller instead of the customer.
Screenshots of the test orders placed from the customer's side.
The order ID and relevant customer communication must be visible in the same screenshot.
The order ID and relevant customer communication must be visible in the same screenshot.
An official statement issued through the vendor's official channel confirming the disruption, with a verifiable link included.
An official statement issued through the vendor's official channel confirming the disruption, with a verifiable link included.
The number of test orders submitted must not exceed 30 orders.
Each screenshot must show: Order IDOrder placement date Customer name Information indicating the order was placed for testing purposes
Customer-related issues: Provide the following: Screenshots of the communication history with the customer clearly showing that the customer requested cancellation, requested shipment be delayed, or did not respond to the seller in time, affecting dispatch.
The order ID associated with the canceled or delayed order.
The order ID associated with the canceled or delayed order.
A screenshot from the logistics service provider of the order's tracking nodes showing that the "Package Awaiting Pickup Time" timestamp is earlier than the auto-cancellation SLA for each of the orders.
A screenshot from the logistics service provider of the order's tracking nodes showing that the "Package Awaiting Pickup Time" timestamp is earlier than the auto-cancellation SLA for each of the orders.
A screenshot or official document from the carrier 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 Screenshots of communication with the carrier that clearly show the issue was caused by the carrier's fault.
A screenshot of the system error message, prompt, or error code, along with the date the error occurred.
Tik Tok Shop’s official notifications of system maintenance or anomalies 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 message, prompt, or error code, along with the date the error occurred.
A screenshot of the system error message, prompt, or error code, along with the date the error occurred.
Test Orders: Screenshots of the test orders placed from the customer's side.
Each screenshot must show: Order IDOrder placement date Customer name Information indicating the order was placed for testing purposes A brief explanation of why the orders were canceled by the seller instead of the customer.
Screenshots of the test orders placed from the customer's side.
Each screenshot must show: Order IDOrder placement date Customer name Information indicating the order was placed for testing purposes A brief explanation of why the orders were canceled by the seller instead of the customer.
Customer-requested cancellation.
The order cancellation was requested by the customer.
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.
Each screenshot should show the order ID, order placement date, and customer name.
Each screenshot should show the order ID, order placement date, and customer name.