TikTok shop Seller Policies

1. How to Access the Seller Rating System?
   The seller rating system encourages sellers to maintain high service standards and provide an excellent shopping experience for our buyers.
   Failure to meet the promised standards will result in a deduction of points.
   You can view your ratings on the [Seller Center >> Seller Credit Rating] page.

2. How Are Ratings Generated?
   Points are awarded only when the seller meets the buyer’s minimum expectations. At the same time, this also serves as a reminder for areas that need improvement.
   The seller rating system updates ratings on the first day of each month based on the seller's violations in the previous month.

3. Customer Service Rules and Guidelines

   • What Is Considered Rude or Abusive Chat or Comments?
     Malicious harassment refers to actions such as insults, curses, threats, or other verbal attacks aimed at others, or improper means to harass others, thereby infringing on their legal rights.
   • How to Handle Rude or Abusive Chat or Comments?
     Deductions are made for general and severe violations related to business privileges, management, and control.
     • Applicable Scenarios:
       Malicious harassment includes abusive language, curses, threats, or harassment that infringes on others' rights.

4. Measures Applicable to Breaches

   • What Is a Breach?
     A breach occurs when a seller fails to provide services to buyers, infringes on buyers’ rights, or does not fulfill obligations promised to TikTok shop. Sellers are required to comply TikTok shop legal or agreed-upon obligations for replacements, returns, and refunds.
   • Applicable Measures: Point Deductions
   • Specific Measures:
     1. For unfulfilled promises related to paid orders or services in specific circumstances, 5 points will be deducted for each general violation.
     2. For severe breaches of the following promises, 10 points will be deducted for each incident:
        • Sellers refuse to take responsibility for after-sales issues, such as refunds, determined by TikTok shop.
        • Sellers refuse to honor the 7-day no-reason return and exchange policy as determined by TikTok shop.
        • Sellers fail to send promised trial products without prior agreement between buyer and seller.
        • Sellers participating in official TikTok shop events fail to meet activity requirements or violate other official regulations, including category management guidelines or industry standards.

5. How Long Does a Penalty Last?
   Penalties will end after 28 days. Sellers who take corrective measures, improve store performance, and meet standards will regain certain seller privileges.

6. Violation Handling

   1. For Minor Cases: If a buyer files a complaint and TikTok shop finds it valid, 5 points will be deducted for each general violation. Completing 5 orders will recover 5 points.
   2. For Severe Cases: For valid buyer complaints involving severe cases, 20 points will be deducted per violation. Completing 20 orders will recover 20 points.
   3. For Critical Cases: Account suspension and store closure within 28 days.
   4. Fines: For serious violations, such as refusing to process customer orders, sellers must pay a fine of $500~$8,000. This fine will be temporarily withheld until all pending customer orders are completed, after which it will be fully refunded.
   5. Reopening a Store: If a seller’s account is closed, a deposit of $3,000 must be paid to reopen the store.

7. How to Appeal a Rating?
   Click on the support hotline link to file an appeal. If your appeal is successful, the deducted points will be canceled, and your seller privileges will be restored.

8. Order Handling Regulations

   1. Sellers are responsible for processing customer orders promptly as promised. Orders must be shipped within 24 hours after being received to ensure service quality and customer satisfaction.
   2. If the following behaviors are detected, corresponding measures will be taken based on the severity:
      • Violation: Refusing to process customer orders, delaying, or ignoring customer requests.
      • Warning Procedure: Further measures will be taken if repeated warnings are ignored.