TikTok Shop Negative Customer Feedback Enforcement Policy
Overview
Introduction
The TikTok Shop Negative Customer Feedback Enforcement Policy has been formulated with the express purpose of:- Building a positive shopping environment in TikTok Shop; and
- Providing a shopping experience that consumers can have confidence in.
Scope
These policy apply to all local sellers on TikTok Shop and have been established to ensure transparency around our approach to applying enforcement actions on TikTok Shop. These policies are intended to facilitate seller compliance. They are neither exhaustive nor intended as legal advice. We encourage sellers to seek independent legal advice if they have questions about the laws and regulations concerning their products.Our TikTok Shop policies are updated periodically. Sellers are responsible for checking this page regularly to ensure that they comply with our current policies.
General Guidelines
TikTok Shop strives to create a trustworthy shopping experience for all platform users. All sellers must aim to sell high-quality products that meet customer expectations. The customer review rating is one of the best quantitative measures of customer satisfaction and helps both the seller and our platform collect valuable feedback on a listed product. Similarly, negative customer reviews may result in poor customer experience and loss of customer trust.As such, when listing products, sellers must:
- Ensure the product advertised corresponds to the same product that the customer will receive (Product Quality Policy)
- Avoid any misleading statements, superlative words, or overclaiming a product's use or functions.
- Ensure that their products comply with all applicable laws and regulations.
- Adhere to timely and efficient fulfillment practices that adhere to Tiktok Shop's packaging standards.
- Provide professional, polite and timely customer service.
Types of Customer Feedback
Customer feedback may be received from various channels, including customer reviews. We consider customer reviews, as well as a range of other factors when improving our services. The types of customer reviews we consider include but are not limited to the following:| Seller-related Negative Reviews | Seller-related negative reviews refer to overall negative customer reviews caused by the seller. These reviews are categorised into two main types: service-related negative reviews and product-related negative reviews.Product-related Negative Reviews are negative customer reviews related to the quality and functionality of the product received. This includes feedback such as malfunctioning products or false advertising.Service-related Negative Reviews are negative customer reviews related to a seller's service. This includes feedback about the seller's treatment of the customer, complaints about the seller missing items for delivery or shipping incorrect items, inadequate/unsatisfactory customer service responses, and similar issues. |
| Return & Refund Reasons | If a customer is not completely satisfied with their purchase, they can request a return or refund, except for certain non-returnable categories (Customer Order Cancellation, Return and Refund Guidelines). This process requires customers to provide a reason for the return, and allows customers to provide any additional feedback. |
| Customer Complaints | Customers can raise after-sales inquiries with sellers or complaints with TikTok Shop. These include raising issues or sharing feedback about their orders or overall shopping experience, especially concerning seller services or product quality. |
Improving upon Negative Customer Feedback
Monitoring Customer Feedback
Sellers should continuously monitor and respond to negative customer feedback.| Seller-related Negative Reviews | Sellers may check seller center to view negative reviews from customers |
| Return & Refund Reasons | Sellers are able to check individual returns and refund reasons on the Refund page (Managing Returns/Refunds). |
| Customer Complaints | Sellers can check for customer messages through: Seller Center > Customer Messages |
Improving upon Customer Feedback
Sellers can refer to guidance on Customer Experience Guide and 'Product Quality: What you need to know' to learn more.Enforcement Actions
Compliance with TikTok Shop policies is required. TikTok Shop reserves the right to take enforcement actions on sellers' product(s) or shop(s) that have high volume and high percentage of poor negative reviews.Note that enforcement actions can be applied to the seller's shop or a specific product.
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 the TikTok Shop Seller Enforcement Policy. Please note that repeated violations may result in stricter enforcement actions. Enforcement actions may include: warnings, product freezes, product deactivations, account restrictions, account suspension and account termination. Visibility of your products may also be affected.