Logistics Issues

What Are Logistics Issues

Types of Logistics Issues

Type of abnormal pacakge	Description	Guidance	Screenshot
Package Failed to Be Shipped	The package cannot be shipped due to system issues or carrier limitations. It's crucial to clarify that this is not the seller's fault. For instance, this may occur when the buyer's shipping address fails carrier verification.	Reach out to the buyer to inform them of the issue and recommends considering canceling the order due to the address discrepancy.
Label Rejected	The label creation failed due to system issues, such as seller warehouse address verification failure. These cases can be resolved, and labels can be recreated for the orders.	Follow platform guidance to fix the problem and recreate the label on the shipping label page.
No Tracking Data Found	This scenario only happens after 'Shipped by Seller' orders have had their tracking ID uploaded, and the platform doesn't detect any tracking updates for that ID within 24 hours.	The platform guides sellers to verify the tracking ID format and check for any updated tracking on the official shipping website, then promptly edit the tracking ID.
Logistic Provider Mismatch	This situation occurs only after 'Shipped by Seller' orders have their tracking ID uploaded. After 24 hours, the platform detects a discrepancy where the logistics provider entered by the seller does not match the one identified by the platform.	The platform will gently remind the seller to double-check the shipping provider information, offering a suggested shipping provider name. The seller can then decide whether to make any necessary changes.
Returned to Shipper	The package failed to be delivered and will be returned to the seller.	Reach out to the buyer to request a refund. If you haven't received the package within 20 days after its return and have already approved the refund request, you can submit a ticket for compensation. Once confirmed, compensation for the loss will be provided.
Failed Delivery to Buyer	The package failed to be delivered.	Recommend that the buyer checks if their shipping address is correct and reviews the package status. If the buyer rejects the package, advise them to request a refund and promptly approve the request. In the event of delivery failure, be aware that the package will be returned to you. You can track this through the package status updates.
Returning to Seller	The package has been returned to the seller and successfully delivered.	Notify the buyer that the order has been canceled and refunded. They can check the refund status in the TikTok app. If the delivery status is incorrect, you can submit a ticket to inspect the package status. TikTok Shop customer support will compensate you for the loss upon confirmation of the claim.
Package Lost	The package has been lost, and the order will be canceled within 48 hours, resulting in a refund for the buyer. TikTok Shop will provide compensation for the loss.	If you do not receive reimbursement within 5 business days, kindly submit a ticket for our investigation.
Package Damaged	The package has been damaged, and the order will be cancelled within 48 hours, resulting in a refund for the buyer. TikTok Shop will provide compensation for the loss.	If you do not receive reimbursement within 5 business days, kindly submit a ticket for our investigation.
Package Scrap	The shipper scrapped the package as the intended recipient was unavailable.	TikTok Shop will initiate the refund process as the package failed to be returned to you. Please respond to the buyer promptly. Contact the TikTok Shop support team for assistance.
Buyer Reported Late in Transit	The package was collected by the carrier. Despite the time not exceeding the estimated delivery time (ETA), the buyer complained about delayed shipment.	Provide the customer with an update on the estimated delivery time to manage their expectations. If the customer complains about late dispatch by initiating an after-sales request, suggest they consider canceling the after-sales request to allow time for the parcel to arrive. Alternatively, they can reject the package upon receipt or request a return at a later stage if they do not wish to keep the package.
Buyer Reported Late Delivery	The package has not been delivered yet, and the time has exceeded the estimated delivery time (ETA).	Keep the customer informed about the updated estimated delivery date to manage their expectations. Advise the customer to consider rejecting the package upon receipt or requesting a return at a later stage if they do not wish to keep the package. Submit a ticket to check the package status for further investigation.
Package Stuck in Transit	The package has been stuck in transit for an extended period.	Keep the customer informed about the updated estimated delivery date and guide them to wait for the delivery. Alternatively, suggest that they consider raising an after-sales request. Submit a ticket to check the package status. The ticket will be processed within 72 hours. If it is confirmed that the package is damaged or lost, you can then contact the buyer to request a refund.
Package Delivery Delayed	The package has been in transit, and the time has exceeded the estimated delivery time (ETA).	Prompt the buyer to initiate a refund request, and the buyer's refund request will be approved by the platform. The platform will commence an investigation with the carrier and decide whether reimbursement to the seller is necessary within 72 hours. Encourage the seller to raise a ticket to initiate the investigation with the carrier.