Summary
Policy page restructured into simplified three-tier framework (Fully Covered / Partially Covered / NOT Covered) with contact procedures. Substantive content consolidated without new requirements or enforcement changes.
Why it matters
Sellers must navigate clearer structure for logistics claims, but underlying coverage rules and approval criteria remain unchanged. No new claim restrictions or deadlines introduced. Support hours already existed.
Recommended action
Review new page format to confirm claim submission process and support hours. No policy compliance changes required; update internal documentation to reflect clearer organization.
Scenarios Fully Covered:
Issues handled automatically by Tik Tok.
Partially Covered Scenarios:
Issues reviewed on a case-by-case basis.
Scenarios NOT Covered:
Issues that are the seller's responsibility.
Who Handles the Claim?
How to Reach Us:
Go to Seller Center → click the Assistant icon / Help Center → Contact Us → enter your question Live Agent Support Hours: Available daily from 5:00 AM – 11:00 PM (PST)Outside Service Hours: During non-service hours, the virtual assistant will only provide FAQs based on your questions. Live agent support is unavailable through both chat and ticket
How to Reach Us:
Go to Seller Center → click the Assistant icon / Help Center → Contact Us → enter your question
Live Agent Support Hours:
Available daily from 5:00 AM – 11:00 PM (PST)
Outside Service Hours:
During non-service hours, the virtual assistant will only provide FAQs based on your questions. Live agent support is unavailable through both chat and ticket
No content was removed in this update.
Affects: Seller