Tiktok Shop Academy

Detailed Rules for [Wrong/Missing Shipments]

06/04/2026

Applies to:Mexico
Managing Orders & Shipment

What is "Wrong/Missing Shipments"

It refers to the situation where products delivered by the seller do not match the style, color, size, dimensions or quantity of the product in the customer's actual order. This includes, but is not limited to, errors or omissions relating to the product, packaging, color, accessories, gifts and quantity.
If sellers use misleading or unclear text, images, oral descriptions, etc. in product names, Product Detail Pages, or SKU information that misleads consumers about the product’s style, color, size, dimensions, or quantity, the resulting issues shall also fall under the category of wrong or missing shipments.

What Types of Violations Are Included in "Wrong/Missing Shipments"

(1) Wrong style/color/pattern/shape
  • The behavior where the product delivered by the seller does not match the style, color, pattern, shape, etc. of the product in the customer's actual order.
(2) Wrong size/dimension/specification/weight
  • The behavior where the products delivered by the seller do not match the size, dimensions, specifications, weight, etc. of the products in the customer's actual order.
(3) Missing product/gift/accessory
  • The behavior where the quantity of products delivered by the seller does not match that of the products/gifts/product accessories in the customer's actual order.

Examples of Common Types of Violations

Violation type
Example of violation scenario
Example image of violation scenario
Wrong style/color/pattern/shape
  • The Product Detail Page describes and displays a "sling & long pants" set, but the consumer receives a "vest & shorts" set;
  • The Product Detail Page describes and displays a belt, but the consumer receives a mask;
  • The consumer orders a pink water cup, but receives a black one.
Example of wrong color:
image
The customer orders a pink water cup
image The customer receives a black water cup
Wrong product size / dimensions / specifications / weight
  • The Product Detail Page describes and displays a schoolbag with dimensions 28cm×14cm×40cm, but the consumer receives a schoolbag with dimensions 20cm×10cm×30cm;
  • The consumer orders a pair of pants in size G, but receives a pair in size GG.
Example of wrong size:The customer orders shoes in size 35/36 but receives shoes in size 33/34
image
Missing product/gift/accessory
  • The Product Detail Page describes and displays a set of “one electric toothbrush + 3 toothbrush heads”, but the consumer only receives one electric toothbrush, with the toothbrush head accessories missing;
  • The consumer orders 3 coats but only receives 2, with one coat missing.
Example of missing accessories:image Product ordered
image Product received

Violation Handling

The platform will identify negative feedback from consumers regarding wrong or missing shipments through multiple channels, including order reviews, after-sales services, and complaints. If the volume and proportion of such negative feedback are high, the platform reserves the right to take corresponding enforcement actions according to the violation scenarios listed in the table below.
Violation scenariosViolation handling
MinorWarning
ModerateTraffic restriction, deactivate products,product freezing
SeriousTraffic restriction, product freezing, seller AHR deduction

Improvement Suggestions

Stage
Improvement suggestions
Product description
  1. Please ensure that the information displayed on the Product Detail Page is consistent with the actual product, so as to avoid discrepancies between the product and its description;
  2. Please ensure that relevant product information including style, quantity, and color is clearly stated in the product name, main image, Product Detail Page, and SKU, so as to avoid unclear descriptions or inconsistent information across different sections;
    1. For products with multiple SKUs of different specifications, please clearly indicate the product quantity in the product name;
For example, if socks have three quantity options like 3 pairs, 6 pairs, and 9 pairs, do not state only "9 pairs of socks" in the product name. You may use "3/6/9 pairs of socks" instead. Alternatively, you may use only the product name without specifying the quantity, provided that the quantity is clearly indicated in the SKU;
  1. If a product has only a single specification, do not list multiple specifications in the product name
    For example, if the actual size of the fan is 42cm, do not include terms such as “42cm/52cm” in the product name.
    1. If the product is shipped randomly by style, color, or size, please clearly state such information as "Random style, color or size shipped" in the product title, main image, Product Detail Page, and SKU.
    2. When product inventory or promotional activities change, please update the relevant product information immediately to avoid issues such as unfulfilled orders due to out-of-stock items or missing free gifts.
    Picking and packing
    1. Different products, SKUs, colors, sizes, and specifications shall be clearly separated, stored, and labeled to avoid mixing;
    2. Products shall be picked strictly in accordance with order information. After picking, the picker shall independently verify the product, quantity, specification, and other relevant information;
    3. A two-person verification system shall be implemented. After the picker selects and checks the items, the packer shall conduct a second verification, including the product style, color, size, quantity, gifts, accessories, and other details;
    4. Regular training shall be provided to employees on picking and packing processes to strengthen and standardize operating procedures.
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