1. Overview

The TikTok Shop Cash on Delivery Policy applies to all sellers and customers on TikTok Shop marketplace. TikTok Shop offers Cash on Delivery ("COD") as one of the available payment methods for purchased products on our platform (only in select markets). For the purpose of this policy, COD refers to the sale of goods where payment is made upon order delivery rather than in advance through the platform. The COD payment method has been established to help sellers reach more customers who may not have access to or are uncomfortable with using online payment services.The following policy sets out the requirements for COD payment eligibility, verification, procedures, and termination. Our TikTok Shop policies are updated periodically. Sellers are responsible for checking this page regularly to ensure that they comply with our current guidelines.

2. General Principles

• The COD payment option is only available for local-to-local transactions. International orders are out of the scope of COD. Note: the COD payment option will not be available to certain customers outlined in section 3.2.
• The COD payment option is only available for "Ship by TikTok" items. Cash on Delivery is not available to self-ship sellers.
• The COD payment option might not be available or supported in certain areas.

3. Eligibility

The availability of the COD payment option is subject to the following eligibility requirements.

3.1 Seller

All sellers who engage in local-to-local transactions are eligible for the COD payment option. However, we may review a seller's performance and withdraw the COD option from their account at our discretion.

3.2 Customer

When choosing the COD payment method, customers must verify their mobile phone number on TikTok Shop. Only one phone number is allowed to be verified for one account. TikTok Shop reserves the right to temporarily disable a customer's COD payment method for sixty (60) calendar days if they fail to receive their COD order three times within a period of 60 calendar days.Failing to receive a COD order includes (but is not limited to) the following scenarios:

• The customer rejects the order at the door
• The customer was uncontactable at the time the courier delivered the package
• The customer's address was incorrect or did not exist, resulting in a COD order delivery failure.

Customers who have had their COD payment method temporarily disabled may still pay for their order using existing platform payment methods.

3.3 Product

The following types of products are not eligible for COD payment:

• Large electronic gadgets (e.g. desktops or computers).
• Large household furniture or commercial furniture.
• Large household appliances or commercial appliances.
• Products that are perishable such as food and beverages.
• Products that are not tangible (e.g virtual products, services and warranties).
• Any product with a payable value exceeding a certain amount is also not eligible for COD. Please see section 4.4 below.

3.4 Maximum Order Value

There is a maximum acceptable order value for COD payments. This amount varies from country to country:

Country	Maximum Order Value Limit
Vietnam	30,000,000 ₫ Vietnamese đồng (VND)

For purchases above the prescribed limit, customers must choose an alternative payment method. Please note that the maximum order value amount is based on the product's actual sales price (after any discount) - not the original price of the product. The order value limit amount does not include shipping charges.

3.5 Payment Methods

COD orders can be paid using cash or credit/debit cards depending on the courier.

4. Operational Requirements

4.1 Setting up COD Option (Sellers)

TikTok Shop has suggested product categories that are eligible for COD payment. However, a seller can choose to customize their own COD payment options, such as turning off the COD availability for specific products. Once the COD payment option is turned off, that product can only be paid through existing online platform payment methods.

4.2 Payment Method (Customers)

Below are our policies regarding payment method choices for customers:

5. When ordering products, customers should check for COD availability at the time of check out.
6. If the COD option is available, the customers can choose it as a payment method.
7. TikTok Shop only allows a single customer account to have five (5) ongoing COD transactions at one time. Customers will not be able to choose the COD payment method for additional orders once the limit is reached.
8. Customers will not be able to select mixed payment methods. If a customer has both COD and non-COD products in one order at check out, the COD option will be disabled, and the entire order will need to be paid via online platform payment methods.

4.3 Mobile Phone Verification (Customers)

When customers choose the COD payment option, TikTok Shop will prompt them to enter a One-Time Password that will be sent to the mobile number registered on the customer's account. Once done, the customer can proceed with their order. If customers wish to change the mobile number linked to their account, they can do so on their account settings page.

4.4 Delivery and Payment

4.4.1 Before Delivery

Before delivery, the following rules must be complied with:

• Customers must ensure that the shipping address they provide is accurate and complete. A shipping address cannot be amended once the order has been placed.
• If a customer submits a wrong shipping address, they must cancel the order before the order status is updated to "shipped."
• If a customer fails to cancel their order and the parcel has already been shipped, the customer should submit a return/refund request and communicate with the seller immediately.
• Before receiving the parcel, customers should be reachable via their phone. The courier will contact the customer before attempting delivery and will only attempt to deliver at the time confirmed by the customer.
• If a courier has attempted to deliver a parcel three (3) times, but the customer was unavailable to receive it, delivery will be cancelled by the platform. The order will then be reverted to the seller.

4.4.2 On Delivery

At the time of delivery, the following rules must be complied with:

• Customers should receive the delivery of their orders in person.
• If a customer authorizes another individual to receive their parcel, they must provide proof of authorization to that individual.
  • The courier will call the customer and confirm the receiver's authorization before handing over the package and collecting payment. Customers must be reachable by phone when the delivery is made.
• Customers must pay for the order before opening the package.
• Customers must pay the total amount printed on the shipping label. If a customer is requested to pay more than the mentioned amount, they have the right to reject the payment and contact our customer service for more information.
• Customers must prepare the exact amount to facilitate a smooth payment if they choose to pay with cash. We do not accept partial payment for orders.

4.4.3 Return/Refunds

• If customers want to return items in the package, a return/refund cannot be done immediately with the courier. Instead, they must follow the following process:
  • First, the customer needs to pay for the entire order.
  • Then, the customer needs to submit a return/refund request for the seller's review and approval, following our general Return and Refund Guidelines.
• Although a return/refund is not supported at the time of delivery, a refusal to accept the product is possible. Customers have the right to reject the parcel before payment if:
  • The package is unopened.
  • The package is damaged by the seller/courier.
  • The customers must decide to reject the order by visually examining the package only.

4.5 Cancellation

• Customers can request to cancel orders whose status is "To Ship - Awaiting Collection".
  • Sellers will have 48 hours to review these requests.
  • If the seller decides to reject the request, they can proceed to ship the order. However, the customer can still refuse delivery or initiate a return and refund for the order after receiving it.
  • If the seller does not act on the request within the 48-hour period and the order status remains at "To Ship - Awaiting Collection", the request will automatically be approved.
    • However, if the order status is updated to "Shipped" during the 48-hour period, the cancellation request will automatically be rejected.
• Customers can cancel orders if sellers miss their deadline to ship orders out and the order status is also not updated to "Shipped" by this deadline. TikTok Shop will automatically approve such cancellations.
  • Important Note: The deadline is currently 2 working days from the date the order is placed. It may be adjusted at TikTok Shop's discretion during campaign periods, for example. Sellers will receive sufficient notice of such adjustments.
  • In situations where the above deadline has not yet passed, customers can still request to cancel orders by contacting TikTok Shop Customer Service.
    • Sellers must review cancellation requests within 2 calendar days. Failing to do so will result in their automatic approval.
    • However, if the order status is updated to "Shipped" during the 2-calendar-day period, the request will automatically be rejected.

4.6 Additional Return/Refund Guidelines

• Customers must not request a return/refund before the package is delivered. If a customer has received an order but subsequently finds the items purchased to be faulty, the customer should file a return/refund request and communicate with the seller directly to address the issue.
• If a seller has handed over their COD order to a logistics service provider, but our platform later cancels the order, they can file a compensation request in the Seller Center via the "Help Center" page.
  • Sellers will be required to submit supporting materials to prove that order was shipped.
  • If TikTok Shop approves the compensation request, sellers will receive platform compensation (for the value of the order) within seven (7) to twelve (12) business days.
• In the event that packages are rejected by the customer, the seller will bear the forward shipping fee for failed deliveries capped at 40,000₫ per order.
  • In the event that packages were not delivered to the customer due to logistic service provider fault, logistic service provider will bear the forward shipping fee for failed deliveries.
• Sellers must support any after-sale issues in accordance with our TikTok Shop Customer Order Cancellation, Return and Refund Guidelines.

5. Further Information

We encourage sellers to handle all after-sale issues and promptly communicate with customers. TikTok Shop does not actively intervene in after-sale issues between sellers and customers. However, we offer a voluntary after-sales dispute handling service based on the customer's request to help resolve issues between themselves and the seller. All after-sale dispute handling is done in accordance with our TikTok Shop After-Sale Dispute Escalation Handling Guidelines.