1. Included:

• Chats on weekends and public holidays
• Chats outside of the Shop working hours set by the Seller (e.g. at night)

2. Excluded:

• Chats received while in holiday mode.
• Chats initiated by the Seller (including broadcasts).
• Chats resolved by automated replies and FAQs.
• Chats from customers you have blocked.
  What does this mean to you?

• 12HRR 75%-84%: A warning will be issued.
• 12HRR 51%-74%: 2 Violation Points or a deduction of 10 Account Health Rating (AHR) points.
• 12HRR ≤ 50%: 4 Violation Points or a deduction of 20 Account Health Rating (AHR) points.

• You will still be able to reply to the buyer in the ongoing session as usual.
• This feature is only available if your chatbot is enabled.
  • To turn on your chatbot, go to Seller Center > Customer messages > Automation Tools > Automated replies > Toggle on Chatbot.

• ❌ Avoid claims that a product works like weight loss medicine.
  • “Nature's Ozempic”
  • "GLP-1 booster", "GLP-1 support"
• ❌ Avoid encouraging unsafe exercise for weight loss or muscle gain, despite injury or illness.
  • "I have a bad flu but I still need to run to lose weight"
  • "No rest days, even when you're injured"
  • "Push through the pain to burn fat"
• ❌ Avoid encouraging misuse of a product for weight loss or muscle gain.
  • "The label says take 2, but I take 4 for faster results"
  • "Double the dose to slim down faster"
• ❌ Avoid saying a product can change someone's body shape by altering internal body structure.
  • "Wear this waist trainer and you'll become skinny"
  • "Use this waist trainer to tighten your body and create curves"
• ❌ Avoid promoting body scales or food scales with high-risk weight management claims or idealised body appearances.
  • "Track every gram of food to get skinny fast"
  • "I use these food scales to restrict my diet to very low calories"
    Click here to learn more

• Register their IP assets (by submitting relevant documents, registrations, certifications, etc.)
• Search TikTok Shop products, videos, and livestreams to identify possible IP infringements
• Submit and track the progress of their complaints about possible IP infringements

• Create an account
• Create or join an organization & verify identity
• Register your IP asset
• Search products & e-commerce content for IPR infringement
• Submit a complaint
• Monitor the outcome of your complaint
  Click here to learn more!

• Listing titles that mention “FIFA”, “World Cup”, or “World Cup 26”
• Self-made jerseys using FIFA, tournament, or official team logos
• Products that imply official association with FIFA World Cup 26™ without authorisation

1. Check your eligibility

• Your Store Rating must be at least 3.0 or No Store Rating Available
• Violation Points must be less than 24
• Your Account Health Rating score must be greater than 100
• Your shop must have passed the New Shop Adjustment Period
• Your shop is not engaged or flagged in any risk or fraudulent behaviours

2. Understand the aftersales policy

3. Familiarise yourself with the Do's and Don'ts

• Sake, Soju & Umeshu
• Spirits
• Fortified & Dessert Wines
• Wine
• Pre-Mixed & Ready to Drink
• Fruit Wine & Seasonal Wine
• Sparkling Wine & Champagne
• Cider
• Beer

• Applicable to corporate sellers
• Business certificates:
  • FDA License to Operate (LTO)
  • Business Permit/Mayor's Permit (line of business must indicate retail of alcohol)
• Product certificates:
  • FDA Certificate of Product Registration (CPR)

• Rename: "No Longer Needed" is now called "Change of Mind" to make the return method more intuitive for both sellers and customers.
• Appeal reason removed: From 12 June 2026, sellers may no longer select "Buyer claim incorrect" when filing an appeal for "Change of Mind" returns. Please ensure you select the correct and applicable reason when submitting an appeal.
  What this means for you

• Full name, phone number, email address, or delivery address
• Social media handles or usernames (e.g., TikTok username)
• Payment information or national identification numbers
• Order details that, combined with other data, could re-identify a buyer
  Prohibited Actions
• Redirecting buyers off-platform by sharing contact details (phone, email, social handles, URLs) in any seller-to-buyer communication, listing, or fulfillment material
• Soliciting buyer PII through any channel (chat, listings, packaging, post-purchase communications) unless authorized by TikTok Shop for fulfillment
• Misusing or sharing buyer PII beyond the specific transaction it was provided for — including contacting buyers outside TikTok Shop channels, sending unsolicited marketing, disclosing PII to third parties, reusing PII across transactions, or fulfilling orders via external platforms that contact buyers directly
• Retaining buyer PII beyond fulfillment needs — delete or anonymize PII once the transaction and any return or dispute window has closed
  What This Means for You

• Use the order progress bar to track how many more completed orders you need before your Store Rating becomes available.
  
  If you already have a Store Rating:

1. Identify top issues — See a quick overview of the top metrics dragging down your Store Rating, right from your Store Rating page.
   
2. Metric Diagnostic Tool — Click "Analyze Performance" on individual metric to understand how each metric is calculated and view the target benchmarks you should be aiming for.
   
3. Export orders — Export the list of orders contributing to lower metric performance to review specific issues and take targeted action.
   

• Old: (Orders shipped late) ÷ (Total orders shipped)
• New: (Orders shipped late beyond SLA + Orders sill unshipped beyond SLA) ÷ (Total orders expiring within the period)

• Keep inventory accurate and ready to fulfill.
• Clear oldest orders first (First-In, First-Out).
• Check your Seller Dashboard daily for the "Action Needed" banner for pending orders.
• Confirm collection method with your Logistics Service Provider (LSP), ensure parcels are scanned in front of staff, and keep timestamped pick-up records for appeals.
  Click here to learn more

• Express Settlement: 3 calendar days — for eligible shops meeting specific criteria
• Standard Settlement: 7 calendar days — default for non-TikTok Shop Mall sellers
• Extended Settlement: 15 calendar days — default for TikTok Shop Mall sellers, or applied to shops with elevated risk

• [Updated] Express Settlement: 1 calendar day — TikTok Shop Mall with a Store Rating of at least 4.5.
• [New] Accelerated Settlement: 3 calendar days — default for shops that have passed the New Shop Adjustment Period
• [Updated] Standard Settlement: 8 calendar days — default for shops that have not yet passed the New Shop Adjustment Period
• [Updated] Extended Settlement: 15 calendar days — applied based on account risk, activity evaluation, or policy violations

• Refurbished Gaming & Console, and
• Pre-Owned Camera
  What are Invite-Only Products?

• Applicable to corporate sellers
• Business Registration Proof (any one of the following): SEC Certificate of Incorporation or DTI Certificate of Business Name Registration
• IPR Qualification (any one of the following): Proof of physical storefront (images), or proof of purchase samples for at least 5 different brands carried
• Additional requirement: A valid National Telecommunications Commission (NTC) certificate must be provided when listing products

• Applicable to corporate sellers
• Business Registration Proof (any one): SEC Certificate of Incorporation or DTI Certificate of Business Name Registration
• IPR Qualification (any one): Proof of physical storefront (images), or proof of purchase samples for at least 5 different brands carried
  What this means for you

• Simulcasting — streaming the same LIVE session on TikTok Shop and another platform at the same time.
• Multicasting — streaming the same LIVE session across multiple TikTok Shop accounts at the same time.

• Creator Health Rating (CHR) must be at least 200
• Promotion Quality Points must be at least 3

1. Go to TikTok Shop Creator Center.
2. Scroll to the bottom and click Account health.
3. Click Learn more at the top right corner.
4. Go to the Rating history tab to view your point adjustment history.
   Learn more

• A spike in negative customer reviews
• Policy violations detected on your shop or products

• Individual Sellers: ID Card Document, ID Card Number, Full Name, Date of Birth, Residential Address, and Face Scan
• Corporate Sellers: Business Registration Document, Business Registration Number, Company Name, and Registered Address. Sole Proprietors and Business Households must also provide UBO identity and face scan details.

1. Monitor your Same-day LDR in Seller Center under Shop Health and Order Management.
2. Prioritise Same-day orders to meet fulfilment deadlines.
3. Configure your business hours accurately in shipping settings to avoid avoidable violations.
   Learn more about this new metric

[Policy Update] Unsupported Brands on TikTok Shop

• Low Product Ratings (1-2 Stars)
• Return and Refund Reasons
• Customer Complaints
  Click here to learn more
  What this means for you

1. Confirm agreement with the Trademark Owner, then submit your Brand Qualification application and select "I don't have written authorisation"
2. The Trademark Owner will receive a notification to log into the IP Collaboration Centre (IPCC) portal
3. Once they approve your application, your qualification will be processed. Processing may take up to 7 calendar days.

• Metric Update: Customer Complaint Rate will be replaced by 60-day After-sales Handling Time (AHT), focusing on how quickly you resolve after-sales requests. Learn more about After-sales Handling Time (AHT)
• Upgraded Store Rating Page:
  • Get clear visibility into your store rating, including which areas need improvement and recommended actions to take.
  • Sellers with a NULL score will be able to track how many more orders they need to fulfill before receiving a Store Rating.
• Fairer Comparison: Your shop will now be compared more accurately with same category sellers for Negative Review Rate and Seller-Fault Return/Refund Rate metrics.

• Random Card Breaks
• Draft Style Breaks
• Bounties Breaks:
• Pull Games Break
• Points Program Break
• Train Game
• King of the Hill
• HP Battle
• Any other breaks involving prohibited gambling or chance-based gamification techniques
  Click here for more details
  What this means for you

• LIVE Flash Sales without the Flash Sale Tool
  • Do not promote “limited-time” LIVE flash sale prices without using the official Flash Sale tool.
  • Creators must use the Flash Sale tool so buyers can clearly view the promotion details and duration.
• Inaccurate Voucher Claims
  • Do not promote unavailable vouchers or misrepresent how buyers can obtain them (e.g. claiming viewers will receive a voucher by following your account when no Seller Live Coupon has been set up).
  • Only promote valid vouchers during your LIVE session. For better clarity, we recommend pinning the relevant voucher card during the session so buyers can easily view the details.
• Fake Storylines About Low Prices
  • Do not fabricate stories such as “system bug”, “pricing error”, or “accidental price drop” to justify low prices.
  • Creators should accurately describe the reason for the promotion (e.g. “This item is part of today’s limited-time LIVE promotion.”).
• Deceptive COD or Free Shipping Claims
  • Do not make false or misleading claims about how buyers can unlock Cash on Delivery (COD) or shipping fee discounts.
  • Only share accurate information, such as “COD availability depends on your location and eligibility shown at checkout.”

• Earned points will expire automatically after 90 days.
• Point deductions will reset automatically after 90 days.

• Post policy-compliant LIVEs or short videos that generate at least one eligible order within 180 days. You can earn up to 5 points per week from eligible content.

• Generate completed orders from your content. You can earn 1 point for every 50 completed orders within 180 days, up to 5 points per week.

• If you receive a violation, you may be able to complete the related Creator Policy Quiz. Score a perfect result to earn 5 points and learn how to avoid similar issues in the future.

• Do not imply you are affiliated with FIFA or the Tournament (e.g., "official sponsor/partner/licensee") unless you are authorized.
• Avoid using FIFA marks/logos/slogans in listing images, packaging, storefront branding, or promotional creatives.
• Avoid using "official / partner / sponsor / licensed / authorized" without authorization.

• Do not sell merchandise bearing Official IP unless authorized.

• Using FIFA World Cup 26™ IP in hashtags for commercial benefit may create unauthorized commercial associations, and is restricted to FIFA and FIFA Rights Holders only.

• Unless authorized by FIFA (or run in partnership with a FIFA Rights Holder), sellers must not:
  • Run competitions / games / lotteries using Official IP or creating a commercial association.
  • Use tournament tickets for giveaways, prize draws, incentives, or auctions.
    How to apply for Brand Qualification

• TikTok Shop sides with you after a buyer dispute, OR
• The buyer does not raise a dispute at all

• The buyer simply wants their item back
• The item was custom-made
• The return did not qualify as a Change of Mind return

• The case will be closed against you
• TikTok Shop will rule in the buyer's favour
• A full refund will be issued to the buyer
• You will not be reimbursed for shipping, even if you ship later
• You will lose your right to appeal
  Action required

• "Product/Package is damaged" splits into "Outer packaging damaged" and "Item leaked, scratched, or broken"
• "Received parcel, but some items were missing" splits into "Main item missing" and "Free gifts or accessories missing"
• Fashion sellers — new reason "Ordered Wrong Size" classifies size-related returns as buyer-fault, meaning your seller-fault return/refund rate is unaffected. Buyers must submit evidence of unused condition
  Click here for more details

• Seller-initiated partial refunds for Refund Only requests are now available.
• Sellers should negotiate with the buyers prior to using this function, and only offer a partial refund if the buyer agrees to it.
• For Return & Refund requests,
  • You can propose a partial refund earlier in the process, as long as the item has not been shipped back yet.
  • Should the buyer reject, or fail to accept your proposal, you will be required to proceed with the return.
• A new "Negotiate with Buyers" filter in Seller Centre surfaces active counter-offer tickets
  Click here for more details

• Buyers will be guided toward more accurate reason selection, reducing incorrect seller-fault classifications.
• If a buyer accepts your partial refund counter-offer before escalation, that case is excluded from your Seller-Fault Return Rate.

• Products that may not be compliant with local laws, regulations, product qualifications, certifications, technical standards, or standard requirements or determined unsafe by the relevant local authorities
• Products that may not be lawfully imported into the country where the buyer is located counterfeit or fraudulent in nature, or infringe upon intellectual property rights.
• Any other products that are prohibited from sale according to applicable laws and regulations

• Only use brand names, logos, slogans, or mascots in your listings if you have valid Brand Qualification. Examples include:
  • Club names (e.g. "Manchester United")
  • Country teams (e.g. "Canada Men's National Soccer Team")
  • FIFA-related names (e.g. "FIFA World Cup")
• Apply for Brand Qualification (BQ) before listing or selling branded products
• Regularly review your listings to ensure compliance with IPR policies

• Do not use brand names, logos, slogans, or mascots in your listings without authorization.
• Do not use brand names or logos in your shop name or shop logo without authorization
  How to apply for Brand Qualification

• Store Rating of at least 3
• Product Satisfaction Score of at least 3 (new requirement)

• Community Guidelines
• For Sellers: Weight Management Products
• For Creators: Weight Management Claims

• Presenting false or inaccurate information
• Exaggerating product claims or results
• Using deceptive visuals or unrealistic promises
• Promoting products inconsistently with the linked listing

• TikTok Shop may temporarily freeze a creator's commission earnings from specific content for up to 90 days while the issues are being reviewed.
• In more severe or repeated cases, TikTok Shop may also freeze a creator's commission earnings from all content for up to 90 days. This includes violations involving:
  • Deceptive or misleading behaviour
  • Abusive, fraudulent or manipulative activity
  • Illegal conduct or actions that put customers, creators, or TikTok Shop at risk.
    Misleading Content
    Creator Enforcement Policy

• Community Guidelines
• For Sellers: Weight Management Products
• For Creators: Weight Management Claims

• Show the latest packaging in your main product image.
• If the packaging design has changed, include an additional image comparing the previous and updated designs to help customers recognise the difference.
• Add short notes in titles like "New Packaging" or "Updated Label Design."
• If you sell multiple sizes or variants, list all options (e.g., 100 ml / 150 ml / 200 ml).
• Avoid statements falsely suggesting products with older packaging are counterfeit.
  Branded Products Listing Guidelines

1. To qualify for Affiliate Marketing, shops must not have violations related to Service-related Negative Reviews.
   • Service-related NRR refers to the percentage of Service-related Negative Reviews out of all delivered orders within the last 30 calendar days.
2. Shops may be disqualified if they receive a high volume of customer complaints, such as:
   • Empty parcels
   • Counterfeit goods
   • Suspected fraudulent activity
     Affiliate Marketing Guidelines

• Ensure prices accurately reflect the product
• Avoid unrealistic or misleading pricing strategies
• Maintain transparent and trustworthy listings
  Click here to learn more about Harmful Pricing Practices

• Non-existent or impossible products

• Listings involving humans or human relationships

• Meme or stunt items with no genuine value

1. List products under the allowed categories
2. Avoid prohibited break formats (creators)
3. Be aware of buyer protection measures that may impact sales

• Products must be listed under the following product categories.
  • Collectibles > Trading Cards and Accessories
    • Sports Trading Cards
      • Sports Cards Repacks
      • Sports Cards Breaks
      • Sports Cards Boxes and Packs
    • Non-Sports Trading Cards
      • Non-Sports Cards Repacks
      • Non-Sports Cards Breaks
      • Non-Sports Cards Boxes and Packs
    • Live-Opened Sports Trading Cards
    • Live-Opened Non-Sports Trading Cards
  • Pre-Owned > Collectible Trading Cards
    • Sports Trading Card Breaks
    • Sports Trading Card Packs & Boxes
    • Non-Sports Trading Cards Breaks
    • Non-Sports Trading Card Packs & Boxes
  • Collectibles > Entertainment
    • Blind Box

• Random card breaks: buyers are assigned a random team/player/card/spot.
• Draft-style breaks: buyers take turns selecting teams/cards/hits after the break.
• Bounty breaks: extra rewards/prizes are offered if specific cards are pulled.

• Age restriction: buyers must be 18+ to purchase.
• Daily transaction cap: buyers under 25 are limited to 8 transactions/day.
• Cool-off period: after 20 transactions, buyers must wait 15 minutes before purchasing again (applies across all TikTok Shop stores).
  Click here to learn more

• Presenting false or inaccurate information
• Exaggerating product claims or results
• Using deceptive visuals or unrealistic promises
• Promoting products inconsistently with the linked listing

• TikTok Shop may temporarily freeze a creator's commission earnings from specific content for up to 90 days while the issues are being reviewed.
• In more severe or repeated cases, TikTok Shop may also freeze a creator's commission earnings from all content for up to 90 days. This includes violations involving:
  • Deceptive or misleading behaviour
  • Abusive, fraudulent or manipulative activity
  • Illegal conduct or actions that put customers, creators, or TikTok Shop at risk.
    Misleading Content

• Non-existent or impossible products

• Listings involving humans or human relationships

• Meme or stunt items with no genuine value

• TikTok Shop violations occur when videos or LIVEs do not comply with the TikTok Shop Content Policy. These may lead to CHR point deductions or milestone-based enforcement actions.
• General violations occur when videos or LIVEs violate the TikTok Community Guidelines. They do not affect CHR, but may still result in actions such as video removal, traffic restriction, LIVE suspension, or account deactivation.
  If you believe a violation was issued incorrectly, they can submit an appeal directly from the violation record.

1. List products under the allowed categories
2. Avoid prohibited break formats (creators)
3. Be aware of buyer protection measures that may impact sales

• Products must be listed under the following product categories.
  • Collectibles > Trading Cards and Accessories
    • Sports Trading Cards
      • Sports Cards Repacks
      • Sports Cards Breaks
      • Sports Cards Boxes and Packs
    • Non-Sports Trading Cards
      • Non-Sports Cards Repacks
      • Non-Sports Cards Breaks
      • Non-Sports Cards Boxes and Packs
    • Live-Opened Sports Trading Cards
    • Live-Opened Non-Sports Trading Cards
  • Pre-Owned > Collectible Trading Cards
    • Sports Trading Card Breaks
    • Sports Trading Card Packs & Boxes
    • Non-Sports Trading Cards Breaks
    • Non-Sports Trading Card Packs & Boxes
  • Collectibles > Entertainment
    • Blind Box

• Random card breaks: buyers are assigned a random team/player/card/spot.
• Draft-style breaks: buyers take turns selecting teams/cards/hits after the break.
• Bounty breaks: extra rewards/prizes are offered if specific cards are pulled.

• Age restriction: buyers must be 18+ to purchase.
• Daily transaction cap: buyers under 25 are limited to 8 transactions/day.
• Cool-off period: after 20 transactions, buyers must wait 15 minutes before purchasing again (applies across all TikTok Shop stores).
  Click here to learn more

• You can publish up to 7 TikTok Shop videos within the next 7 days.
• Any additional TikTok Shop videos will still be published, but their product links will be hidden.
  🚫 What to Avoid

• Inconsistent product promotion
• Misleading functionality or effects
• Sympathy-based promotions

1. Reply to your customers ASAP
   • Turn on chat notifications so you never miss a message.
   • Use automated greetings, quick replies, and order updates to respond faster.
2. Confirm ALL items are packed
   • Double-check bundles, multi-item orders, and any free gifts.
   • Use a packing checklist before sealing the parcel.
   • Make sure the packed item matches the order (colour, size, variation).
3. Pack securely to prevent damage
   • Use proper inner and outer packaging.
   • Wrap fragile items with 2–3 protective layers.
   • Tape liquid caps to prevent leaks.
     Learn more

• During this period, your shop will have temporary limits on orders and listings while you get started and build your shop.
  • Meeting the Pro tier criteria completes the Shop Adjustment Period, and your shop is no longer subject to limits under this program.
    
• These updates will be applied automatically to your shop from February.
  • Once live, you can check your current tier on the New Seller Probation page in Seller Center.

• Tier upgrades are automatic
• You may skip tiers if you meet higher-tier requirements
• As your shop progresses to each tier, your order and listing limits will increase automatically.
• Click on the link below to view full tier requirements
  Tier requirements: how to get to Pro

1. Use the official LIVE Giveaway feature

2. Be clear and accurate about pricing

3. Add products to your LIVE shopping cart early

• The exact number of points added or removed
• Reasons for each violation
• Any enforcement actions taken
• Suggestions to help you avoid future violations
• An option to submit an appeal if you believe a decision was made in error
  
  Learn more about CHR

• The product has been deactivated by the platform, or
• The shop has been closed due to policy violations

• Customers must submit this request within the aftersales period.
• If a refund-only request was approved, but the related violation is later revoked, you may appeal via Seller Center.

• From 15 Jan, some customers may see “Change of Mind” instead of “No Longer Needed” as a return reason. Other customers may see both terms displayed together. This update is intended to make the return reason clearer and easier to understand.
• Sellers are reminded to only reject Change of Mind returns when they have a valid reason to do so.
• Unreasonable rejection of returns may result in enforcement actions, including but not limited to buyer compensation.
  Click here to learn more

• If you post 5 or more non-interactive TikTok Shop videos within 7 days, a posting limit may apply.
• With the posting limit, you can only post up to 7 TikTok Shop videos in the next 7 days.
• Once the limit is reached, additional TikTok Shop videos will not show product links.
• This applies only to TikTok Shop videos with product links (LIVE streams and non-shop content are not affected).

• Be on camera and actively interact with viewers.
• Avoid non-interactive formats such as still images, text-only slides, or rotating displays.
  Click here to learn more

• Creator Level: Level 3 and above
• After Creator Health Rating (CHR) is enabled for your account: CHR score of at least 200 points

• Verify every order before packing to ensure all items and the correct variations (e.g. size, color, model) are included.
• Keep inventory organized and use FIFO/FEFO methods where applicable to improve traceability.
• Standardize your picking process (single-order, batch, or zone picking based on volume).
• Use barcode scanning where possible to reduce human error.
• Train staff and follow clear steps for picking and packing.
  Click here for more details

• To access it: go to TikTok Shop Creator Centre > scroll to Account Health > click to open. The CHR preview button will be at the top.
• The CHR data shown is sample data only and does not reflect a creator’s actual account health.
• The existing Creator Violation Points system remains fully active during this preview period.

• If sellers do not review >90% of received order cancellation and return/refund requests in time for 1 month, the auto-approval tool for the respective requests will be activated.
• Only requests meeting the certain criteria will be auto-approved using the tool.
• Customers may only trigger the tool up to 3 times per month.
• The tool will be activated for a minimum of 15 calendar days, but can be deactivated after 15 calendar days through the Fulfillment Settings (Cancellations | Returns and refunds) page.
  Learn more about this Policy
  Order Cancellation | Return & Refund
  Learn more about the Auto-Approval Tool
  Order Cancellation Tool | Return & Refund Tool

• Uncomfortable or unpleasant visuals such as visuals of real/realistic blood, human or animal waste, or dirt being removed from drains.
• Graphic close-ups of skincare or bodycare procedures that may cause discomfort to viewers, such as pimple or blackhead extraction, earwax removal, tongue-scraping, skin-peeling, waxing, or blood extraction.

• Showing a product not mentioned in the listing
• Not clearly displaying or promoting the product
• Livestreams with no commercial intent or product discussion

• Looping or Slideshow of still images/text/GIFs
• Still image/text overlaid or next to irrelevant footage
• Videos with minimal movement or interaction

• Clearly state that TikTok PayLater eligibility varies by user, and creators cannot influence approval.
• Do not make false claims (e.g., buying or engaging with LIVE increases approval chances).
• Guide users to check their eligibility on key TikTok Shop pages (Home, Product Page, Order Center, Order Completion).
• Remind viewers that TikTok PayLater is optional and other payment methods are available.
  Click here for more details

1. When can I raise an appeal?
   1. If you disagree with TikTok Shop’s decision to refund a buyer, you may submit an appeal through Seller Center or the TikTok App within the specified timeframe below.
2. What’s changing?
   1. Scenario 1: Order returned, but item not received by seller (e.g., delayed, lost in transit)
      1. For drop-off or pick-up returns: You may submit a “Return but Not Received” appeal 5 calendar days after the buyer has shipped the returned item.
      2. For self-arranged returns: You may submit an appeal within 15 calendar days from the date the buyer shipped the returned item.
   2. Scenario 2: Order returned and item received by seller
      1. For drop-off or pick-up returns: You may submit an appeal within 7 calendar days after the returned item is delivered.
      2. For self-arranged returns: You may submit an appeal within 15 calendar days from the date the buyer shipped the returned item.

• The “Appeal” button will only be visible once the appeal window opens.
• If the button does not appear, it may be because:
  • The appeal window has not yet opened, or
  • The appeal window has already closed (e.g., more than 7 calendar days after return delivery, depending on the scenario).
• You can check the remaining time to submit an appeal directly in Seller Center.

1. Promotional Content Frequency
   • 4 ecommerce LIVEs per week
   • 7 ecommerce videos per week
2. Product Binding Restrictions

• Shops with a SES score more than or equal to 4
• This ensures you're promoting reliable products with a good customer track record.

3. No Campaign Access

1. Maintain a good account health standing
   • Keep your account healthy by remaining under 8 violation points during the adjustment period.
2. Complete ONE of the following activity milestones:
   • Post at least 4 shoppable videos
   • Host at least 1 shoppable LIVE
   • Generate at least 10 orders through shoppable contents
3. Quiz completion
   • Complete the onboarding quiz for creator's understanding of TikTok Shop's policies and best practices.
     Click here to read the Creator Adjustment Program article for more information and join us to get started!

• Avoid listing counterfeit or infringing products.
• Review our Intellectual Property Policy for detailed guidance.
  Intellectual Property Policy

• New customer Return/Refund reasons

• Clearer seller rejection reasons

• New appeal reasons

• Evidence guidance with examples

• Show the latest packaging in your main product image.
• If the packaging design changes, include an additional image comparing the previous and updated designs to help customers recognise the difference.
• Add short notes in titles like "New Packaging" or "Updated Label Design."
• If you sell multiple sizes or variants, list all options (e.g., 100 ml / 150 ml / 200 ml).
• Avoid statements falsely suggesting products with older packaging are counterfeit.
  

• Products with logos, colours, or packaging that closely resemble another brand's may be flagged on your Shop Health page.
• No Violation Points will be issued for flagged products, but you'll need to update the product or successfully appeal before selling them again.

• Use original branding and packaging.
• Avoid copying another brand’s style or design choices.

• Showing a product not mentioned in the listing
• Not clearly displaying or promoting the product
• Livestreams with no commercial intent or product discussion

• Negative balances exceeding US$100 may lead to a suspension of seller benefits (previously ranged from US$100 - US$500 with different restrictions depending on the size of the negative balance)
• Freezing of Wallet Withdrawal & Account Deactivation will now take place only when your negative balance exceeds US$250 and US$500 respectively (previously US$100)*

• *For more information, please click the link below.
• The platform calculates your negative balance in US$. The amount in your currency may vary based on exchange rates.
  Click here to learn more

• Large volumes of nearly identical videos with minimal creative variation
• Videos showing only products or hands, with no faces, voices, or personal context
• Overuse of generic narration (e.g., text-to-speech, basic text overlays) without meaningful creator input or commentary
• Posting similar videos across multiple accounts

• Temporary suppression of traffic
• Permanent suppression of traffic (for severe or multiple repeat offenses)
• Removal of E-commerce Access (for severe or multiple repeat offenses)

• Sandwich Frames – Adding unrelated pictures or videos above and below the main video, so the promoted content sits in the middle. This makes the video appear different to detection systems but provides no value to viewers.
• Subtle Frame Insertion – Inserting very quick flashes of random images inside a video. Viewers often can’t see these, but they change the video’s digital “fingerprint” to bypass detection.

• Add captions, voiceovers, or overlays that explain your product.
• Include relevant B-roll footage or demonstrations to enhance your video.

• All categories of products: <10%

• Stitching a product review video without any new commentary.
• Uploading screen recordings from a movie or TV show and blurring the original logo or watermark.
• Using the stitch, duet, or overlay function without providing any verbal or in-text promotion of the product.
• Changing clothes between livestreams without making any changes to the background setup or product display.
• Switching between livestreaming and playback of pre-recorded clips.
• Recreating a video that directly mirrors the actions of another creator's content.
• Merging content that is not your own without permission with your personal original content.

• Violation Points
• Commission Freeze
• Removal of traffic/exposure/platform recommendation for the violating content

• Option A: Proof of Ownership (if you own the content)
• Option B: Proof of Authorization (if another creator has given you permission to use their content)

• For some refund-only requests, the platform may approve them so you don’t have to take action right away.
• If you disagree with a decision, you can still appeal within 15 calendar days by hitting the “Appeal” button on your Order Management page.
• Please note that you will need valid evidence against the customer's claim in order to succeed in your appeal.
• Please refer to the Returns & Refunds article for our latest return/refund policies.

• Deliver quality products
  • Make sure your items match the product description and perform as promised.
• Use protective packaging
  • Prevent damage during delivery by following our Product Packaging Guidelines.
• Respond quickly to buyers
  • Address concerns about product quality, shipping, or usage instructions promptly.
• Provide accurate information
  • Include clear size charts, specifications, and product details to set the right expectations.
• Ship on time and reliably
  • Timely dispatch helps avoid returns caused by late delivery.
    LEARN MORE

• Pay close attention to the return/refund reasons that could impact your Seller-Fault Return/Refund Rate (SFRR).
• Optimise your fulfilment and order processing to reduce these returns/refunds.
• If you disagree with these reasons, you may reject the request or submit an appeal only if you have valid evidence.
• For reasons that do not impact your SFRR, you may only reject the request or submit an appeal if the return condition is unsatisfactory (e.g., the product seal is broken or the product is not in sellable condition)

• Return item, including free gift or accessory, in unused condition. Electronic seal or fashion label must remain intact.

• (For pick-up orders) To ensure that your package can be fulfilled as soon as possible, ensure that your package is ready to ship ("Awaiting Collection") by your courier's pick-up time and "Shipped" by 23:59H.
• (For drop-off orders) Ensure that your package is dropped-off and "Shipped" by 23:59H

• Currently, NDDR is only visible to you and is meant to help you monitor and optimize your performance.
• A high NDDR will also positively impact your Fast Dispatch Rate (FDR), which influences your Store Rating - unlocking additional benefits for your shop.

• [From 15th August] Shop Health page
• Order Management page

1. For NDD orders, the Order Status timers will display NDDR deadlines instead of Late Dispatch Rate (LDR) deadlines.

1. NDD orders will also appear in your “Action Needed” section. Use the Next-Day Delivery filter to identify Next-Day Delivery Orders.
   Click Here to Learn More

• Chats received while in holiday mode.
• Chats initiated by the Seller (including broadcasts).
• Chats resolved by automated replies and FAQs.
• Chats from customers you have blocked.
  CLICK HERE TO LEARN MORE

• Shop Health
• Store Rating

• Your account balance is negative for 20 consecutive days, or
• Your negative balance exceeds USD $100

• Your product pricing may be inaccurate (mispriced) or unreasonably low.
• Your listed product weight may be inaccurate, leading to higher shipping costs.
• You may have entered your seller promotion incorrectly, leading to lower revenue.
• You may have sent out too many creator samples, incurring high shipping expenses.

• Withholding your wallet withdrawal function
• Deducting funds due to you
• Suspension of seller benefits (including promotional activity such as giving out samples)
• Account Deactivation

• 12-Hour Response Rate - This is the percentage of customer-initiated chats responded to within 12 hours over the last 30 calendar days (only manual replies are counted).
• Average Response Time (ART) - This is the average time it takes to respond to all customer messages over the last 30 calendar days (only manual replies are counted).
• Chat Satisfaction Rate - This is the percentage of rated customer-initiated chats with 4 or 5 stars over the last 30 calendar days (unrated chats are excluded from the calculation).
  Learn More

• Shop Health
• Data Compass
• Store Rating

• If you disagree with a decision, you can still appeal within 15 calendar days by hitting the “Appeal” button on your Order Management page.
• Please refer to the Returns & Refunds article for our latest return/refund policies.
  LEARN MORE

• The list of product categories ineligible for "No Longer Needed" returns has been revised.
• Please review the latest list to handle return/refund requests correctly.
• Customers may still submit requests for other valid reasons.
  View Updated Category List

• For certain categories, customers may be granted refunds without needing to return the item.
• Sellers should assess each request based on the reason and supporting evidence. If valid, no physical return is required.
  See Non-Returnable Products

• Violation points will now reset after 90 days (instead of 180 days).
• After 90 days, any violation points will automatically be removed.

1. Pack every item that the customer ordered

• Double check bundles and multi-item orders before shipping
• Only show what's actually included in your product listing images
• Add a clear disclaimer to your listing if anything shown is not included
• Make sure creators don't promise freebies that are not included
  LEARN MORE

2. Package items securely

• Wrap fragile items with 2-3 layers of protection
• Tape down liquid caps to prevent leaks
• Choose durable packaging and shake the package to ensure that items don't shift or rattle
• Make sure the package is sealed tightly
  
  LEARN MORE

3. Track packaging and missing item complaints in Seller Center

• Go to Data Compass > Post Purchase > Negative-review Performance > Service Issue

• No counterfeit-related Violation Points in the last 60 calendar days
• Store Rating must be at least 2.5

• For Electronics and Fashion < 1.5%.
• For FMCG, Fashion and Lifestyle < 1.2%.

• You may reject the return if the condition of the returned product is not satisfactory.
• You can find the requests that require your action as follows: Seller Center > Orders > Manage Returns/Refunds > To Process.

• To improve your customer experience, you may click the "approve" button as soon as you have reviewed the product. However, if you do not do so, it will be automatically approved after 2 calendar days.

• If you do not review the return request within 2 calendar days, it will be approved, and the refund will be processed.
• If you have missed the deadline, but wish to reject the return, you may submit an appeal through the Seller Center.

1. From the TikTok Profile Page, click the menu icon at the top right of the screen.
2. Click Creator tools from the pop up.
3. Under the Creator Tools menu, click TikTok Shop for Creator.
4. Once they enter the TikTok Shop Creator Center, scroll to the bottom of the screen and click on Account standing.

• Be balanced. Focus on the range of health benefits, not just weight loss or muscle gain. Mention that results may vary!
• Be realistic. Use clear, and honest claims (e.g., “Strengthens natural defenses and supports energy levels” instead of simply “Lose weight fast!”). Promote healthy nutrition choices and active lifestyles!
• Be compliant. Follow all product listing & content guidelines, and applicable laws, and do not try to mislead with exaggerated claims.

• [From 12th March 2025] Mall Sellers can no longer use Proof of Purchase for Brand Qualification applications.
• [Launching Soon] 1st Level Authorization Letters will be optional for 2nd Level Authorized Sellers.
• [Launching Soon] A "Renewal" option will be available before your Brand Qualification expires to minimize disruptions.

• Damaged products upon return
• Incorrect items returned by the customer
• Refund decisions made by TikTok Shop

• Go to Seller Center
• Navigate to Orders > Manage Returns/Refunds > Appeal
• Submit supporting documentation for review

• Do not modify listings to sell a different product.
• Reusing listings for unrelated items is prohibited.
• Violations may result in listing removal.

• Ensure all pricing reflects the actual product listing.
• Avoid misleading discounts or expired promotions.
• Inaccurate pricing may harm trust and reduce content reach.

• Some of the requirements may take some time to complete.
• To avoid disruption, please ensure your business and product certifications are ready as soon as possible.
• We will provide instructions on how you can submit these documents closer to December 31st, 2024.

• Go to the Seller Qualification Center page
• Click "Verify Now" to begin the process
• Once your application successfully passes all relevant document reviews, your shop will have completed the required verification steps for your current stage.
  

1. You will have 90 days from the notification date to fulfill your post-onboarding requirements and pass the necessary document review.
   1. Failure to successfully complete the post-onboarding review will result in a deactivation of your withdrawal functions.
2. Visit your Seller Qualification Center to see all the documents you need to submit, and your exact deadline for fulfilling the requirement.

• You can view all the available categories by navigating to Seller Center > Add New Products > Category
• You can only sell within the "Invite-only" categories if you have been onboarded through an "Invite-only" process
• You must also submit Product Attributes for products that require them.

• An individual seller looking to transfer your shop's ownership to a corporate entity.
• A corporate seller looking to transfer your shop's ownership to another corporate owner.

• Shop ownership changes are irreversible.
• Once you submit the request, we will review your application to ensure that all details are in order. The review process will take up to 15 days, during which your withdrawals will not be accessible.
• If you have any brand or category qualifications, you will need to re-apply once your shop's ownership is successfully updated.

• Some of the requirements may take some time to complete.
• To avoid disruption, please ensure your business and product certifications are ready as soon as possible.
• We will provide instructions on how you can submit these documents closer to December 31st, 2024.

1. Shop Health page (currently visible)
2. Store Rating page (from 18th November 2024)

• Familiarise yourself with the Fast Dispatch Rate.
• Begin to optimise your fulfillment to keep your Fast Dispatch Rate high.
• Ensure that you understand the other Store Rating metrics and continue to deliver your best services.

• Official or Marketing creator accounts can promote products from the linked shop.
• To obtain Affiliate permission,
  • The Creator account must be a Marketing Account, and
  • The Marketing Account must meet the Affiliate permission criteria.

• Shop Official account
• Shop Marketing Account

1. You may link TikTok accounts to your shop account within Seller Center
   • PC Desktop Web Version (Seller Centre → My Account → Linked TikTok accounts)
   • Seller Centre App version (Seller Centre → Settings → Linked TikTok accounts)
2. Visit the TikTok Shop Creator Center to check if your marketing creator account is eligible for Affiliate permission.
   • TikTok Shop Tool Kit Section → Affiliate Permission → submit your application.
   • Once approved, you can begin promoting products from the Product Marketplace.

• Some of the requirements may take some time to complete.
• To avoid disruption, please ensure your business and product certifications are ready as soon as possible.
• We will provide instructions on how you can submit these documents closer to December 31st, 2024.

• When a customer makes a refund-only request, the platform may handle select cases automatically without any need for further action from you.
• These cases will be reflected as "Platform Processing" on the Seller Center.
• In general, we will provide compensation to the customer. Your funds will not be impacted.
• In some instances, if you are found to be at fault, you may need to compensate the customer. You will be informed of this decision and may file an appeal within 3 working days.

• Please refer to the Returns & Refunds article for our latest return/refund policies.

• Lithium battery products (such as powerbanks, laptops or smartphones)
• Corrosive or flammable liquids (such as household cleaners)
• Aerosol products (such as insecticides, or air fresheners)
• Oxidising products (such as fertilizers)

• Failing to declare your product(s) as "dangerous goods" may result in your parcels/product being seized and/or destroyed by authorities, and your order being cancelled.
• In addition, if you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
• Click here to learn more.

• Content where a video is playing in the background with a static image covering most of the video.
• Content with mostly text/images, with a small segment showing an irrelevant video.
• Content with static images "moving" using video effects.