Best practice for publishing content
Here at TikTok Shop, we want to build a positive shopping environment and a shopping experience that our customers can have confidence in.
To prevent seller content from being rejected, sellers must avoid the following:
- Do not publish any misleading information.
- The product description has to be consistent with the actual product listed.
- Do not use inappropriate language, currency, and any incorrect information that may cause confusion and an undesirable user experience.
- Do not publish prohibited and unsupported products.
- Do not use brand logos, images, videos, music without proper authorization from the copyright owners, and behaviors that are not aligned with TikTok Shop's Community Guidelines.
Best practice for order fulfillment
Buyers are not shy to provide good seller ratings if they receive good quality products that are properly packed, and are delivered on time. Once an order has been confirmed, sellers will be notified through their TikTok Shop Seller Center.
- Choose the right size and type of package for the ordered products, aligned with the applicable laws, carrier's regulations, and directives concerning product packaging materials.
- Prepare the products for shipment within the prescribed fulfillment timeline.
- Always protect customer information and comply with TikTok Shop Privacy Policy.
- Sellers must only send products that were registered in the order.
- Do not get involved in any fraudulent shipment activity like sending empty packages, forging labels, tracking misinterpretations.
Best practice for after-sales concerns
Order cancellation can be initiated as long as the product has not been prepared for shipment or handed over to the courier.
- If the seller breached the fulfillment timelines, the order may be canceled.
- Establish transparent and meaningful communication with customers.
- For any instances of out of stocks, Sellers must advise their customers right away.
- If the package is not delivered, Sellers must assist to provide proof of shipment and other references.
- If the customer initiated a return request, sellers must respond to the request and solve the inquiry promptly.
For more information, please visit
- Managing returns and refund requests
- Managing cancellations
Policy enforcement actions
For any seller policy violations, TikTok Shop will assign a corresponding non-compliance point to each policy driver according to their severity and impact.
- Non-compliance points are to be accumulated and when the subtotal score reaches a threshold, TikTok Shop will impose corresponding controls against the seller's account.
- These corrective actions may include suspension of listing privileges or even up to TikTok account deactivation.
Accumulated non-compliant point | Enforcement Action |
12 |
|
24 |
|
36 |
|
48 |
|
Where to find the TikTok Shop Policies?
To help TikTok Shop sellers with their selling journey, we have set up Seller University that has all the policy-related articles that sellers must be familiar with.
- Seller Center
At Seller Center, sellers can check their notifications as we send timely notices regarding critical reminders and policy-related messages.
- Hints
Sellers may check their Seller Center hints for guidance and policy-related descriptions.
- 3.Shop Health
If the sellers want to check their compliance risk levels, they may go to "Shop Health." Where we display any violation records, enforcement history, and option to file for an appeal
If there are violations that are deemed to be not appropriate, sellers could file an appeal. Or, raise a ticket and we will be more than happy to assist.
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