All TikTok Shop sellers using Fulfilled by TikTok (FBT) warehousing and fulfillment services
If you use Fulfilled by TikTok (FBT) to store and ship your products, you must package everything according to specific standards to keep items safe during delivery. Failure to follow these rules can result in rejected shipments, delays, fees, or your inventory being destroyed.
Requirements
Use appropriately sized packaging with protective materials like bubble wrap or air pillows; do not use loose-fill, large staples, or bundle multiple cartons with elastic/tape
Seal packages securely with tape, glue, or equivalent methods and clearly label items requiring special handling
For bundled sets: pack items together, apply one unique barcode to the bundle, hide individual barcodes, and label "Sold As A Set" and "
Do Not Open"
Expiration-dated products (food, personal care, pet products) must have visible expiration dates and lot codes on outer packaging
Why it matters
Non-compliance can lead to shipment rejection, inventory disposal, additional fees, and blocked future shipments—directly impacting your ability to fulfill customer orders.
TikTok Shop sellers listing loose powder cosmetics through Fulfilled by TikTok (FBT)
Loose powder cosmetics sold through Fulfilled by TikTok must be double-sealed for safety during shipping and handling. Double sealing means the product cap must be tightly secured with an additional secondary sealing method to prevent spillage and contamination.
Requirements
Product cap must be tightly secured
Must include one additional secondary sealing method beyond the primary cap
Packaging requirements may vary based on specific product type and circumstances
Why it matters
Improper packaging of loose powders can result in product damage, customer complaints, and delisting from FBT fulfillment.
You must ship and deliver customer orders on time according to TikTok's Service Level Agreements. Every order requires a valid tracking number so customers can monitor delivery progress. You also need to maintain strong fulfillment performance metrics to stay compliant with the platform.
Requirements
Ship orders within the required Service Level Agreement timeframes
TikTok Shop sets strict timelines for getting orders shipped and delivered to customers. You must mark an order as In Transit within 2 business days and Delivered within 6 business days, or the system may automatically cancel it.
Requirements
Mark order status as In Transit (with carrier tracking) within 2 business days of order entering Awaiting Shipment
Mark order status as Delivered within 6 business days of Awaiting Shipment
Add tracking information to Seller Center within 5 business days or TikTok may auto-cancel the order
Orders fulfilled via TikTok Shipping that meet dispatch SLA count as on-time in performance metrics
Why it matters
Missing these deadlines risks automatic order cancellation and negative impact on your On-Time Delivery Rate (OTDR), which affects your shop credibility and visibility on the platform.
All TikTok Shop sellers using Made-to-Order, Backorder, Custom, Pre-Order, or Regular fulfillment methods
You must update order status at specific checkpoints—marking orders as In Transit when they ship and Delivered when they arrive—within tight deadlines. If you don't add tracking information to Seller Center in time, TikTok may automatically cancel the order.
Requirements
Mark order status as In Transit within 2-4 business days depending on order type (2 days for Regular/Pre-Order; within handling time +1 day for Made-to-Order)
Add tracking information to Seller Center within 4-5 business days of Awaiting Shipment, or TikTok will auto-cancel
Mark order status as Delivered within 6 business days of Awaiting Shipment (or within handling time +5 days for Made-to-Order; 6 days from pre-order closure for Pre-Order)
Why it matters
Failure to update order status timely can result in automatic order cancellation, damaging your seller rating and customer satisfaction.
Virtual goods orders must be marked as Delivered within 2 business days of entering Awaiting Shipment status. You need to keep order status updated in your Seller Center or TikTok Shop may automatically cancel the order.
Requirements
Mark order status as Delivered within 2 business days of Awaiting Shipment status
Update order status to Awaiting Collection (with tracking info) within 5 business days or risk auto-cancellation
Keep tracking information and status updates in Seller Center
Why it matters
Failure to update order status timely can result in automatic order cancellation and customer dissatisfaction.
TikTok Shop enforces strict dispatch timelines for orders. If you exceed these deadlines on more than 10% of your orders, the platform may take enforcement actions against your seller account. Certain fulfillment tools (Order Handling Capacity, Made-to-Order, Backorder, and Custom Handling Time features) give you 1 extra business day to dispatch orders.
Requirements
Orders must dispatch within the SLA deadline (varies by product type: pre-orders within 6 business days of closure, virtual goods within 2 business days of "Awaiting Shipment" status)
Order status must be marked as "Delivered" to count as fulfilled
Using specific fulfillment tools (Order Handling Capacity, MTO, Backorder, Custom Handling Time) adds 1 business day to your dispatch deadline
Exceeding dispatch deadlines on more than 10% of orders triggers enforcement action
Why it matters
Missing dispatch deadlines too often can result in account penalties, reduced visibility, or suspension, so maintaining compliance is critical to keep your shop operational.
All TikTok Shop sellers, especially those using pre-orders, virtual goods, or fulfillment tools like Made-to-Order, Backorder, Order Handling Capacity, or Custom Handling Time features
TikTok Shop sellers have specific deadlines to dispatch orders depending on the order type. For pre-orders and virtual goods, you must prepare or ship within 2 business days of the relevant trigger date. If you use certain fulfillment tools like Made-to-Order, Backorder, or Custom Handling Time features, you get 1 extra business day to meet these deadlines.
Requirements
Pre-orders: dispatch within 2 business days after release date
Virtual goods: prepare for redemption within 2 business days after order status changes to Awaiting Shipment
Fulfillment tool users (MTO, Backorder, Custom Handling Time, Order Handling Capacity): add 1 business day to your handling deadline
All deadlines measured in business days
Why it matters
Missing these dispatch and preparation deadlines can result in order cancellations, customer complaints, or account penalties, so understanding your exact timeline based on your fulfillment method is critical.
TikTok automatically cancels orders if you don't update the order status to "Awaiting collection" within the required timeframe. The platform also reserves the right to investigate and punish sellers who frequently cancel orders, violate policies, or engage in fraudulent behavior through warnings, order cancellations, suspensions, or permanent bans.
Requirements
You must update order status to "Awaiting collection" within the auto-cancellation SLA for your order type
Pre-orders must be dispatched within 2 business days of the release date
Virtual goods must be prepared for redemption within 2 business days of status changing to "Awaiting Shipment"
High cancellation frequency, policy violations, or fraudulent behavior can trigger warnings, auto-cancellations, suspensions, or bans
Why it matters
Failing to meet these deadlines results in automatic order cancellations, and repeated violations can lead to account suspension or permanent removal from the platform.
All TikTok Shop sellers, with specific timeframes varying by order type (regular orders, backorders, made-to-order, pre-orders, and custom handling orders)
Handling time is the window you set (in business days) for processing an order from when a customer buys it until you mark it as shipped and provide tracking. You can set different handling times depending on order type—regular orders default to 1-2 business days, while made-to-order, backorders, and custom orders allow longer timeframes. If you miss your deadline, TikTok will notify you and may auto-cancel the order if tracking info isn't added within the cancellation deadline.
Requirements
Regular orders: 1-2 business days handling time (default)
Backorder orders: 3-15 business days
Made-to-order orders: 3-14 business days
Custom handling orders: 3-7 business days
Pre-orders: 3-60 calendar days
You must update the order status to "Awaiting Collection" and add tracking within your set handling time, or TikTok may auto-cancel the order
Why it matters
Missing handling time deadlines leads to automatic order cancellations, which damages your shop performance metrics and can trigger account penalties if cancellations occur at high frequency.
All TikTok Shop sellers using fulfillment services
You must ship orders within the handling time and delivery timeframe you set in Seller Center, and customers will see shipping options based on your configured settings. If you consistently miss delivery deadlines, faster shipping options will be removed from your listings. Late orders that aren't marked as delivered by the promised date can hurt your shop's performance.
Requirements
Ship within your set handling time; if an order goes undispatched beyond this period, you must update the handling time
Meet the deliver-by deadline set in your Shipping Template for orders to count as on-time
Maintain delivery performance thresholds or lose access to faster shipping options
Configure handling time either automatically through TikTok Shop or manually in Fulfillment Settings
Why it matters
Missing shipping deadlines and handling times reduces your available shipping options and may damage customer trust and your shop's credibility on the platform.
All TikTok Shop sellers who offer shipping options to customers
You must ship customer orders using the exact shipping service level they selected at checkout, and your shipping must comply with the timeframes and methods you've set up in your Shipping Template. Fulfillment quality is measured by whether packages arrive on time, undamaged, complete, and with the correct items.
Requirements
Ship orders using the customer's selected shipping service level
Meet shipping timeframes set in your Shipping Template
Ensure packages arrive undamaged and complete
Deliver the correct items as ordered
Why it matters
Failure to meet these fulfillment standards can result in negative customer feedback, chargebacks, and potential suspension of your shipping options or seller privileges.
Valid Tracking Rate (VTR) measures how many of your orders have proper tracking information recorded in the system. You can appeal violations if the customer confirmed receipt directly with you or if TikTok Shop made a logistics integration error.
Requirements
Maintain valid tracking for orders shipped
Appeals allowed if customer directly confirmed order receipt
Appeals allowed if TikTok Shop issued a violation due to a logistics integration error
VTR is measured over a specific calculation period with targets set by TikTok
Why it matters
A low VTR can result in policy violations and potential account penalties, so ensuring proper tracking integration and knowing when you can appeal is critical to maintaining seller standing.
All TikTok Shop sellers who self-fulfill orders (non-FBT orders)
Your Late Dispatch Rate (LDR) measures how many orders you fulfill late compared to the dispatch deadline. FBT (Fulfillment by TikTok) orders are excluded from this calculation, but orders you handle yourself must ship within the required timeframe or count as late.
Requirements
Orders fulfilled through FBT are exempt from late dispatch penalties
Non-FBT orders must meet the dispatch SLA (Service Level Agreement) requirement
You can appeal if: TikTok Shop counted the same order multiple times, incorrectly marked an on-time order as late, fulfillment was disrupted by events beyond your control (labor strikes, disasters, power outages), or Seller Center system issues prevented timely dispatch
Why it matters
A high late dispatch rate can harm your shop's performance rating, reduce visibility in search results, and trigger account warnings or penalties from TikTok Shop.
TikTok Shop sellers with late delivery marks on their account
If a late delivery is recorded against your On-Time Delivery Rate (OTDR) due to circumstances beyond your control—like TikTok Shop system errors, carrier issues, natural disasters, labor strikes, or power outages—you can appeal the penalty. TikTok will remove the late mark if you can demonstrate the delay wasn't your fault.
Requirements
You can appeal if:
TikTok Shop system issues prevented you from dispatching on time
An order was incorrectly classified as late when it met dispatch SLA
Carrier issues (strikes, lost packages, weather) caused the delay
Warehouse operations were disrupted by events beyond your control
The same order was penalized multiple times
Why it matters
A low OTDR can damage your shop rating and reduce visibility; successfully appealing incorrect late marks protects your fulfillment performance metrics.
TikTok Shop tracks cancellations that are your fault (SFCR) versus those caused by system errors, carrier issues, or circumstances beyond your control. Cancellations you're responsible for include lack of inventory, inaccurate pricing, delayed shipment, recalls, and failure to provide required authenticity documents—but the platform will excuse cancellations caused by platform errors, carrier disruptions (weather, strikes, system failures), or lost packages.
Requirements
Your SFCR counts cancellations due to: lack of inventory, inaccurate pricing, delayed shipment, product recalls, unpaid postage/counterfeit labels, missing Certificate of Authenticity for pre-owned luxury items
Excluded from SFCR: Platform system errors, uncontrollable carrier disruptions (strikes, weather, civil unrest), TikTok misclassifying late deliveries, duplicate penalties, or carrier-marked lost orders
You may appeal SFCR penalties for these excluded categories
Why it matters
A high SFCR can damage your shop credibility, trigger account penalties, and reduce your visibility on the platform, so understanding which cancellations count against you helps you prioritize inventory management and shipping accuracy.
All TikTok Shop sellers subject to fulfillment requirements
TikTok Shop uses a system of enforcement actions when sellers don't meet fulfillment standards. If you violate fulfillment requirements, TikTok may penalize your account through various consequences ranging from point deductions to complete account deactivation. You can appeal enforcement actions if they result from TikTok system errors or uncontrollable logistics disruptions.
Requirements
Enforcement actions include:
Deducting points from your Account Health Rating
Removing product listings
Revoking selling privileges
Issuing order volume limits
Issuing customer refunds
Account deactivation
You can appeal if the enforcement was caused by TikTok system errors or uncontrollable logistics provider disruptions (force majeure, carrier issues)
Why it matters
Fulfillment violations can result in account penalties that directly impact your ability to sell, so understanding what qualifies for appeal is critical if you encounter a system error or external logistics failure.
Who this applies to
TikTok Shop sellers using Upgraded TikTok Shipping and Collections by TikTok (CBT)
TikTok Shop's Upgraded Shipping service divides logistics issues into three categories: some problems are automatically resolved by TikTok, some are reviewed case-by-case, and others remain the seller's responsibility. This policy outlines what TikTok will and won't cover when shipping or collection problems occur.
Requirements
Certain logistics issues are fully covered and handled automatically by TikTok
Some issues are partially covered and decided on a case-by-case basis
Other issues remain the seller's responsibility and are not covered
Contact TikTok through Seller Center for claims (Assistant icon, Help Center, or Live Agent Support)
Why it matters
Understanding coverage limits helps you know when to expect reimbursement, when to file a claim, and when to handle issues yourself, preventing disputes over shipping losses or collection problems.
TikTok Shop sellers using TikTok Logistics (Upgraded TikTok Shipping and Collections)
When a package shows as delivered in the logistics tracking system but the customer confirms they never actually received it, TikTok Logistics will automatically approve reimbursement without requiring you to provide additional documentation. This is a fully covered scenario under the policy.
Requirements
Logistics status must show "delivered"
Buyer or platform customer service must confirm the customer did not receive the package
Reimbursement is automatically approved—no additional evidence needed
Contact support 5:00 AM–11:00 PM PST for claims during service hours
Why it matters
This automatic approval protects you from losing money on delivery failures while maintaining customer trust, since the claim doesn't require you to investigate or dispute the delivery.
TikTok Shop sellers using TikTok Logistics shipping
If the carrier confirms that a package was lost or damaged during transit, TikTok Logistics will automatically cover the claim at no cost to you. You don't need to submit additional documentation or wait for manual review—this scenario is automatically approved.
Requirements
Claim is automatically approved when carrier confirms package loss or damage in transit
No manual review required
TikTok Logistics covers the full reimbursement
Why it matters
You're protected against shipping losses without delay—the carrier's confirmation of loss/damage automatically triggers reimbursement, so you won't have to dispute claims or absorb shipping costs.
TikTok Shop sellers using TikTok Shipping and Collections who experience late package delivery
If a package arrives after the promised delivery date even though tracking updates came on time, the seller may be eligible for reimbursement. This rule covers situations where late delivery causes the seller to lose the goods and any payment for the order.
Requirements
Package must have provided timely tracking updates
Delivery must exceed the promised delivery window
Loss must be on the seller side (goods value and/or packages)
Sellers must contact the carrier first before filing a claim
Why it matters
Understanding when you qualify for reimbursement helps you recover losses from shipping delays and ensures you follow the correct process (contacting the carrier first) to get coverage.
TikTok Shop sellers filing claims for lost or damaged shipments
Before filing a claim for a lost or damaged package, you must first contact your shipping carrier (like USPS, UPS, or FedEx) directly to verify what happened. The carrier is the only entity that can officially confirm whether a package was actually lost or damaged in transit.
Requirements
Contact the shipping carrier directly before submitting a claim
Verify the shipment status with the carrier
Obtain official carrier confirmation of loss or damage
Only the carrier can officially confirm package loss
Why it matters
Filing a claim without carrier confirmation first will likely delay or deny your reimbursement, since TikTok requires official carrier documentation to process logistics coverage claims.
TikTok Shop sellers using TikTok Shipping and Collections services when packages are lost or damaged
When a carrier confirms a package is lost, TikTok Shop updates the status in your system and your support team can help you get reimbursed based on what the carrier provides as proof. Some issues are handled automatically by TikTok, some are reviewed case-by-case, and some remain your responsibility as the seller.
Requirements
Carrier must confirm the package is lost before reimbursement is considered
TikTok reviews claims automatically, case-by-case, or not at all depending on the scenario
Seller is responsible for issues marked as "NOT Covered"
Contact support via Seller Center Help Center (available 5 AM–11 PM PST daily)
Why it matters
Understanding which issues TikTok covers versus which are your responsibility helps you manage customer disputes and financial risk effectively.
TikTok Shop sellers requesting reimbursement for packages lost in transit
To get reimbursed for a lost package, you must obtain official confirmation from the shipping carrier that the package was received and then lost. Only the carrier can officially declare a package as lost, and once they do, TikTok Shop's support team can help process your reimbursement request.
Requirements
Get official proof from the carrier confirming the package was received and lost
Submit carrier proof when you request reimbursement from TikTok Shop
Wait for carrier confirmation to be updated in TikTok Shop's system
Contact TikTok Shop support after carrier confirmation for compensation assistance
Why it matters
Without carrier documentation proving the loss, you won't be able to receive reimbursement through TikTok Shop, leaving you without recourse for lost shipments.
TikTok Shop sellers whose customers receive empty packages or items that are missing or incorrect due to carrier mishandling
TikTok Shop may reimburse you if a package arrives empty or with the wrong/missing item, but only if the carrier damaged it in transit—not if you packed it poorly. You need to get official proof from the carrier that the package was lost or damaged, and submit that proof to TikTok Shop to request compensation.
Requirements
Coverage only applies if the package was tampered with or opened during transit by the carrier
Poor seller packaging is not covered
You must obtain official proof from the carrier confirming the package was received and subsequently lost
You must submit the carrier's proof when requesting reimbursement from TikTok Shop
Why it matters
Getting reimbursement for carrier damage depends on having proper documentation; without the carrier's official proof, your claim will likely be denied.
TikTok Shop sellers using TikTok Shipping and Collections logistics services
TikTok Shop covers damage to packages only if the carrier caused it during transit, not if poor seller packaging was the reason. Similarly, missing or wrong items are only covered if the carrier opened or tampered with the package, not due to seller packing mistakes. Failed deliveries are reviewed case-by-case.
Requirements
Package damage is only covered if the carrier caused it (e.g., crushed box) and not due to insufficient seller packaging
Missing or wrong items are only covered if the package was tampered with or opened by the carrier during transit
Poor seller packaging is explicitly not covered in either scenario
Failed deliveries are evaluated individually and may have different coverage rules
Why it matters
You need to use proper packaging to avoid losing reimbursement claims—TikTok won't cover damage or missing items if they determine your packaging was inadequate.
TikTok Shop sellers using TikTok Shipping and Collections logistics services
TikTok Shop will reimburse you for failed deliveries only if the carrier doesn't return the package to you within 30 days or if it arrives damaged—but only if the damage happened during transit, not because you packed it poorly. If the carrier is clearly at fault (like crushing the box), TikTok Shop may recover costs from them instead of you bearing the loss.
Requirements
Reimbursement for failed delivery only if package is not returned within 30 calendar days
Package damage is only covered if it occurred during transit, not due to poor seller packaging
Fragile items without proper padding are your cost responsibility if damaged
TikTok may recover costs from the carrier if they are clearly at fault
Why it matters
You can avoid paying for losses on damaged shipments by packing properly, and TikTok has your back if the carrier is clearly responsible—but poor packaging on your end becomes your financial liability.
TikTok Shop sellers using TikTok Shipping and Collections logistics services
TikTok Shop's logistics coverage does not reimburse sellers for common buyer complaints like items not fitting, not matching descriptions, not working, or being defective. These disputes are seller responsibility and must be handled through TikTok Shop's dispute resolution process. However, empty packages, missing items, or tampered shipments may be covered on a case-by-case basis if the carrier is at fault.
Requirements
Items not matching buyer expectations (fit, description, color, condition) are NOT covered — sellers must handle these disputes directly
Empty packages or missing items ARE potentially covered only if the carrier tampered with or opened the package in transit
For lost packages, obtain official carrier proof of receipt and loss before requesting reimbursement
Seller packaging quality issues do NOT qualify for coverage
Why it matters
Knowing which logistics issues TikTok will and won't cover helps you manage customer disputes efficiently, protect your revenue, and understand when to escalate to the carrier versus absorbing the loss yourself.
TikTok Shop sellers when buyers claim items arrived defective or damaged
When a buyer receives a broken or faulty item, you as the seller are generally responsible for handling the claim. However, if you can prove the carrier caused the damage through mishandling, you may not be responsible.
Requirements
Seller is responsible for defective/damaged product claims by default
Seller can be exempted only if they provide proof the carrier mishandled the item
Color, pattern, fabric, or material mismatches must be handled through TikTok Shop's dispute process
Why it matters
You need to document carrier handling issues carefully, or you'll be liable for replacements or refunds on damaged goods.
TikTok Shop sellers handling returns and refunds for buyer-initiated returns
When a buyer claims they don't need the item anymore or it doesn't fit them, you as the seller are responsible for handling the return or refund. TikTok's logistics coverage does not reimburse you for these cases since they are customer preference issues, not product or shipping problems.
Requirements
Seller bears full responsibility for refunds when buyer changes mind or item doesn't fit
These cases are excluded from TikTok's logistics coverage reimbursement
No carrier mishandling claim or proof is relevant for fit/preference issues
Why it matters
You cannot claim reimbursement from TikTok for these common return reasons, so you need to factor fit/preference returns into your refund policy and business margins.
TikTok Shop sellers using Upgraded TikTok Shipping and Collections with LSP (logistics service provider) coverage
When a buyer falsely claims an item is damaged or defective to get a refund, TikTok Shop will not reimburse you unless there's clear evidence the carrier caused the damage. Pre-existing damage, items that were already opened, or normal wear-and-tear are your responsibility—not the logistics provider's fault.
Requirements
Report suspected fraudulent damage claims to TikTok Shop
TikTok will not reimburse unless carrier mishandling is proven
Damage from previous use or opened products at time of purchase is not covered
Seller bears responsibility for claims that don't show LSP negligence
Why it matters
You could lose money on refunds for fraudulent claims if you don't report them and gather evidence of carrier responsibility, since TikTok only reimburses logistics-caused damage with proof.
TikTok Shop sellers using TikTok Shipping and Collections (upgraded logistics)
Your responsibilities depend on the type of issue: submit tickets with documentation for covered claims, handle non-covered issues yourself (returns/refunds), and provide photos or videos for carrier damage claims. TikTok only reimburses damage caused by the logistics provider—not pre-existing damage, wear from use, or opened items.
Requirements
Submit covered claims via seller center with tracking and proof of the issue
You decide whether to approve/reject non-covered returns and manage refunds yourself
Provide clear photos or videos as evidence for carrier damage/empty package claims
Do not expect reimbursement for pre-existing damage, wear from use, or previously opened items unless the LSP caused additional damage
Why it matters
Understanding which issues you're responsible for versus covered by TikTok determines your reimbursement eligibility and prevents claim denials—improper documentation or unsupported claims won't be paid.
TikTok Shop sellers using TikTok Shipping and Collections logistics
To get reimbursed for shipping issues, you must submit claims promptly with proof (photos or videos) and follow TikTok Shop's deadlines. For problems not covered by TikTok's logistics protection, you're responsible for handling returns and refunds yourself.
Requirements
For covered damage/empty packages: provide clear photo or video evidence
Submit claims via seller center chatbot with tracking and proof of issue
Meet TikTok Shop's dispute window deadlines for timely claims
For non-covered issues: you must decide whether to approve/reject returns and manage refunds yourself
Why it matters
Missing deadlines or failing to provide proof will result in denied reimbursement claims, leaving you liable for lost or damaged shipments.
TikTok Shop sellers filing claims for damaged, lost, or undelivered packages shipped using TikTok Shipping
To file a logistics coverage claim for a shipment issue (like damage, loss, or failed delivery), you must have used TikTok's shipping label and filed your claim within 60 days of the order date. The policy covers problems with shipments to buyers, but not returns. You'll need photo or video proof of the issue to support damage or empty package claims.
Requirements
Order must be shipped using TikTok Shipping label and scanned by carrier
Claims must be filed within 60 days of order creation date
Coverage applies only to packages shipped to buyers, not buyer returns
Damage or empty package claims require photo or video evidence
Why it matters
Missing the 60-day claim window or failing to provide required proof will disqualify you from reimbursement for carrier-caused losses.
TikTok Shop sellers using TikTok Shipping (Shipping and Collections by TikTok)
If a customer reports an issue with a package they received—such as it not arriving, arriving damaged, having missing parts, or containing the wrong item—you can file a claim for reimbursement. You must use TikTok's provided shipping label and file your claim within 60 days of the order date. This policy only covers issues with packages sent to the buyer, not with returns the buyer sends back to you.
Requirements
Order must be shipped using TikTok's provided shipping label and scanned by the carrier
Claims must be filed within 60 days from the order creation date
Policy covers packages to buyers only—not buyer returns
Covered issues: package not received, damaged/used product, missing parts, wrong product sent, or carrier-related Return to Sender situations
Why it matters
Filing claims on time protects your revenue when TikTok-facilitated shipments fail to reach customers or arrive damaged, but missing the 60-day window means you lose reimbursement eligibility.
TikTok Shop sellers using Upgraded TikTok Shipping and Collections by TikTok (CBT)
When issues arise with Upgraded TikTok Shipping and Collections, some are handled automatically by TikTok, some are reviewed individually, and some remain your responsibility. You can contact support through Seller Center during daily service hours (5 AM–11 PM PST) or outside those hours through a ticketing system.
Requirements
Fully covered issues are handled automatically by TikTok
Partially covered issues are reviewed case-by-case
Seller-responsibility issues are not covered
Contact support via Seller Center Assistant/Help Center during 5 AM–11 PM PST
Why it matters
Knowing which issues are automatically covered versus case-by-case versus your responsibility helps you manage expectations and escalate problems appropriately to get faster resolution.
