Overview Scenarios

If your package was lost or damaged, you can raise a ticket with the order ID and relevant evidence to claim a reimbursement.

• Only when the seller chooses to ship by platform, we can help to investigate the logistics issue and may provide reimbursement.
• The claim period must not exceed 40 days after the status is changed to delivered or returned received.

The conditions that we can reimburse the seller:

• If the compensation request is submitted 40 days from the most recent status update, it will be automatically rejected.
• Example: If the latest logistics status update indicating the parcel was lost occurred on February 1, 2024, you have until March 11, 2024 to submit your compensation request. Any requests submitted after March 11, 2024 will be rejected.

• If the platform checks and confirms that it is not the seller's fault, which means it might be the responsibility of the buyer, the shipping service provider, or the platform.
• If the seller loses both money and goods, which means the seller does not receive payment for that order and also does not receive the returned parcel from the shipping service provider.

Note: The seller will not be compensated if the fruit parcel is scrapped due to damage during shipping or if the shipment must be cancelled by the shipping service provider. Also, the parcel will not be returned to the seller if the buyer claims that the delivered fresh fruit parcel is damaged.However, if the seller follows the packing standards, but the shipping service takes more than 5 days, the shipping service provider will be responsible for the damages due to the delayed delivery, and the seller will receive a refund if there is ticket raised complaining about damage after delivery.If your order is lost or damaged, we will process compensation within five business days, in accordance with the TikTok Shop's Order Cancellation, Return, and Refund Guidelines, to prevent any unforeseen issues. Additionally, TikTok Shop will automatically cancel the order and issue a refund to the buyer.
If you do not receive compensation within this timeframe, you may submit a support request under:
Claims & Disputes (Logistics-related) > Delivery Process Enquiry > Package Lost or Claims & Disputes (Logistics-related) > Logistics Issues > Item Damaged, so our support team can take further action.
If your order status still shows "In Transit" but you've received confirmation from the logistics provider that the parcel has been lost or damaged, you may still submit a support request under the same categories, along with the Order ID and any supporting evidence to request compensation.

Supporting Evidences

Package lost

Package damaged

Note:

• If the packaging does not meet the conditions specified by the platform, the claim requests may be rejected. Sellers can check for additional information at TikTok Shop Packaging Guidelines.