Purpose and Scope

The TikTok Shop Review Policy (the "Policy") outlines the requirements sellers must follow when customers leave product reviews on TikTok Shop. This policy supplements TikTok's Community Guidelines and Seller Terms of Service (collectively, "TikTok Terms").
This policy is updated periodically. Sellers must check this document regularly to ensure compliance with our current policy.
TikTok Shop reserves the right to make changes to any policy at any time without prior notice. Please review our TikTok Shop Policy Center on TikTok Shop Academy for the most up-to-date policies.

Policy Statements

All TikTok Shop sellers are required to comply with this policy. The following sections outline the specific requirements.

Incentives and Persuasion Practices

Sellers must not attempt to persuade customers or third parties to leave reviews on their own product or another seller's product through messages included in product packaging or labeling, buyer messages, short videos, LIVEs, or any communication method by offering money, gift cards, free products, discounts, refunds, rebates, reimbursements, or any other form of incentive.
Sellers are not allowed to engage in abusive or threatening behavior toward the customer. All communications with customers must adhere to Community Guidelines, the Seller Terms of Service and the TikTok Shop Customer Service Policy.

Manipulating Reviews

Sellers must not attempt to manipulate reviews, including but not limited to, discouraging customers from leaving reviews, requesting changes or removals, selectively asking for reviews from satisfied customers, or offering incentives to influence reviews.

Review Management Services

Sellers must not use customer review services to obtain reviews for their products or for competitor's products. Customer review services offer incentives in exchange for writing product reviews.
Sellers must not list or sell any product review services. This involves selling the service of providing reviews instead of selling actual physical products.

Abusive Behaviors

Sellers must not request customers to leave a review on an order, or respond to reviews in a manner that violates Community Guidelines or reveals personal information about customers.

Redirect Reviews Off Platform

Sellers are prohibited from diverting reviews to different feedback channels. This includes, but is not limited to, redirecting buyers to customer service instead of allowing them to post a review.

Negative Reviews

When customers make a purchase on TikTok Shop, they can leave a review reflecting their experience and satisfaction. A rating of 1-2 stars out of 5 is considered a negative review.

Negative Review Rating

Negative Review Rate (NRR) is the total number of product reviews with 1-2 star ratings divided by the total number of orders delivered in the last 30 calendar days. Sellers must maintain a low NRR, and will be notified if their NRR subjects them to potential enforcement. This includes addressing issues related to the three different categories of negative reviews:

1. Product-Related Negative Reviews
2. Logistics-Related Negative Reviews
3. Service-Related Negative Reviews

Policy Compliance

Compliance with TikTok Shop policies is required. TikTok Shop reserves the right to review an approved seller account and any related documents to the account at any time.
TikTok Shop monitors sellers compliance through a wide range of business tools, including but not limited to internal and external audits, in-app reporting, and algorithmic detection.

Non-Compliance

It is at the sole discretion of TikTok Shop to determine when sellers are in violation of this policy and subsequently to take appropriate enforcement actions, including but not limited to, violation points.
Non-compliance with this policy, including but not limited to attempts to circumvent the stated policy/process by bypassing or knowingly manipulating the process, system, or data, may result in enforcement actions, as set forth in TikTok Shop Seller Enforcement Policy. Please note that repeated violations may result in stricter enforcement actions. We reserve the right to take additional enforcement measures based on the ratings and content of customer product reviews.

Appeals

Sellers can appeal a violation through the Seller Center's "Shop Health" or the TikTok app by raising a ticket. TikTok Shop will investigate the appeal and if it is determined the enforcement action was made in error, TikTok Shop will make the necessary corrections. It is the sole responsibility of the party submitting the appeal to collect, prepare, and upload all required documentation supporting the appeal.

Appeal Timeline

For each violation, sellers can submit no more than 2 appeals:

• First Appeal: Must be filed within 30 calendar days from the violation notification date.
• Second Appeal: Must be filed within 15 calendar days after the first appeal is rejected.

A final decision will be communicated through ticket correspondence. Failure to appeal within the specified timeframe will result in the enforcement action taking effect.

Reporting Violations and Abuse

Sellers who wish to report suspected customer review manipulation, a misleading review, or other abusive behaviors must file a ticket through the Seller Center's Contact Us page. We will investigate the concern thoroughly and take appropriate actions.

Related Policies and Processes

TikTok Shop Seller Enforcement PolicyTikTok Shop Customer Service Policy