Summary
TikTok Shop expanded VoC solution guidance with four new problem categories: Poor Function Effect, Unsuitable Size, Connection Issues, Missing Parts. Each includes specific listing, product, fulfillment, and service remediation steps.
Why it matters
Sellers must now address documented product issues across listing content, quality control, logistics, and customer service within 48 hours for verified quality problems to maintain VoC ratings and prevent at-risk status.
Recommended action
Audit current products against four new VoC issue categories. Implement listed improvements to listings (compatibility tables, size details, video guides), quality checks, packaging, and CS scripts within 30 days.
[Product: Poor Product Quality]Poor Function Effect Description: Customers report issues related to the product’s quality, usability, materials, durability, or potential safety risks that affect normal use or raise concerns after receiving the product.
User Education:
Provide clear user manuals and 15-30s video guides (unboxing to usage).2.
Add "Inapplicable Scenarios" prompts in PDP (e.g., specific wall types for adhesives).3.
Add usage precautions (e.g., "Charge before first use").[Product]1.
Recall problematic batches or offer free replacements.2.
Change/Upgrade suppliers to meet industry standards.3.
R&D Feedback: Ask factories to optimize production based on high-frequency negative feedback (e.g., insufficient brightness).4.
Strengthen Quality Check:
Add charging tests, durability tests, aging tests, and extreme environment tests.[Service]1.
Pre-service:
Send operation guide videos immediately after sign-off.2.
Troubleshooting:
Standardize CS scripts for common issues (voltage, contact, audio mode) to guide self-check.3.
After-sales:
48h resolution for verified quality issues (refund/replace).4.
Intervene promptly: If dissatisfaction persists, offer coupons or small cash gestures as goodwill to restore satisfaction.
[Product: Product Information Inconsistency]Unsuitable Size Description: Customers report that the product received does not match the information shown on the product listing, such as size, appearance, function, included items, quantity, condition, or perceived value.
[Listing]1. Add detailed size and weight descriptions to PDP to avoid misunderstanding.[Product]1. Analyze design pain points and improve product to be more ergonomic.
No content was removed in this update.
Affects: Seller, Listing, Video
[Product: Poor Product Quality]Connection Issue Description: Customers report issues related to the product’s quality, usability, materials, durability, or potential safety risks that affect normal use or raise concerns after receiving the product.
[Listing]1. Title: Add "Only applicable to [Model]" or similar.2. Main Image: Display only connectable models.3. PDP: Add a compatibility table to match devices.4. SKU: Rename to include "Applicable to [Model]".[Product]1. Improve product software/hardware to enhance compatibility.
[Product: Poor Product Quality]Missing Product Parts Description: Customers report issues related to the product’s quality, usability, materials, durability, or potential safety risks that affect normal use or raise concerns after receiving the product.
[Fulfillment and Logistics]1. Feedback to supplier to optimize packaging verification process.[Service]1. Proactively prioritize resending missing parts for free or installation videos.