TikTok Shop Seller Protection: Proof of Dispatch and Packing Guidelines

At Tiktok Shop, we are committed to providing a secure and fair trading environment for our sellers. To safeguard your business against unwarranted buyer disputes, fraudulent claims (such as "empty box" or "incorrect item received"), and transit-related damages, we strongly advise all sellers to implement a Proof of Dispatch and Packing process.
Capturing clear photographic and video evidence before handing your packages over to the carrier is the most effective way to protect your rights during platform arbitration.

Why is this important?

In the event of a buyer dispute or claim, Tiktok Shop’s arbitration team relies on objective evidence to make a fair ruling. If a buyer claims an item is missing, damaged, or not as described, your packing video and photos will serve as the primary evidence to prove that the correct, undamaged item was shipped. Without this evidence, the platform may be forced to rule in favor of the buyer.

Best Practices: How to Capture Valid Evidence

To ensure your evidence is accepted during a dispute review, please follow these standard guidelines when recording your packing process:

1. Record a Continuous, Unedited Video (One-Shot)

• The video must be a single, continuous take from the moment you inspect the item to the moment the package is fully sealed. Do not pause, cut, or edit the footage.

2. Show Clear Product Details and Condition

• At the beginning of the video, clearly show the item from multiple angles to prove it is in perfect condition.
• For electronics or high-value items: Explicitly show the Serial Number (SN), IMEI, or any unique identifying marks on the product and the product box.

3. Document the Entire Packing Process

• Record the item being placed into the shipping box.
• Show the inclusion of any accessories, manuals, and protective materials (bubble wrap, packing peanuts, etc.).
• Record the physical sealing of the box with packing tape.

4. Capture a Close-Up of the Shipping Label

• Once the box is sealed, apply the shipping label and bring the camera close to it.
• Crucial: The video/photo must clearly show the Buyer's Name, Delivery Address, and the Tracking Number (Waybill). The package in the video must be easily identifiable as the specific order in question.

5. Evidence Retention Period

• Due to varying logistics timeframes and the standard return window, we highly recommend storing these files securely for at least 30 to 45 days after the dispatch date.

How to Submit Evidence During a Dispute

If a buyer opens a claim against your order, you will receive a notification from our Tiktok Shop. You will have a specified timeframe (e.g., 48 hours) to respond. Simply upload your unedited video and clear photos through the dispute portal. Our arbitration team will review your Proof of Dispatch and, if the evidence meets the criteria above, protect your funds and metrics.
Protect your business today. Make packing records a standard part of your fulfillment process!