What is SOF (Seller Own Fleet)?

Seller Own fleet is a special type of delivery service for sellers who send products to buyers through their own delivery manpower.

What are the conditions for SOF (Seller Own Fleet)?

Sellers are able to use the SOF, provided that you have valid reasons, including but not limited to the following:

1. Goods need installation (air conditioner,ceiling fan)
2. Goods that require a certain degree of special handling required(teperature sensitive products like flowers, chocolates,vegetables etc)
3. Dangerous goods such as batteries, lighters (Should be including these goods but not limited to these)
4. Bulky or heavy goods(depend on weight and dimensions)

If you do not meet these criteria, please use Platform shipping service instead.As for sellers who have been selected to use the SOF, please ensure that you maintain a high level of service standard including: 1. Consistent order volume for SOF Order.2. Maintain low level of Low Shipment rate related to shop.3. Low Seller Fault Return Rates and dispute rate due to SOF. 4. Having proper shipping documents for SOF such as pickup manifest and proof of delivery, that may be submitted in the event of any shipment disputes. Failure to do so may result in the removal of the SOF. On the first Monday of the new month,the seller will be evaluated based on SOF orders generated over the previous month. Seller who are flagged twice consecutively will be revoked.

Responsibilities of Seller when using SOF

Sellers with SOF delivery option must assume the following responsibilities and provide the best customer experience:

1. The seller is not allowed to deliver items that are configured under different delivery methods (if an order contains an item that is configured to platform logistics and another item that is configured to SOF, the seller should ship them out by their respective delivery methods).
2. Products configured for Cash On Delivery (COD) will not be eligible for SOF.
3. The seller should ensure that the order tracking number and order status are updated accurately.
4. The seller should update the order status accurately without delay.
   1. The seller can only update the order status from "Shipped" to "Delivered"/"Failed Delivery" after 24 hours (from the time the order was updated to "Shipped")
5. The seller is required to keep a copy of the Proof of Delivery (POD) for at least one year and produce it at TikTok Shop's request whenever there is a dispute.
6. The seller should attempt delivery at least twice before marking the order as "Failed Delivery".
7. No payment will be made to seller if the order status is not at "Delivered" status. There will be no change in the payment terms for SOF deliveries.
8. In cases of returns after delivery, the seller is responsible for handling the return and arranging for collection of the item within 48 hours, according to our TikTok Shop Customer Order Cancellation, Return and Refund Guidelines otherwise, the refund will automatically be approved.
9. For return cases, all relevant costs, which include but are not limited to transportation, will be borne by either the seller or customer upon agreement, without TikTok Shop's intervention.
10. TikTok Shop reserves the right to revoke the Seller Self-ship feature if they are found to be in breach of TikTok Shop Merchant Terms of Service or fall within any scenarios described in Section 3.
11. TikTok Shop will not be liable if the order is delivered after the status is updated to "Cancelled".
12. TikTok Shop will cancel the order on the 13th day (from the order paid date) if the order is not updated to "Delivered".

Feature Guidance on Seller Own Fleet

Step 1: Turn On “Seller Own Fleet” in Shipping Option

After you shop have been enabled the SOF, the “Seller Own Fleet” option will appear in you Shipping Option module.

Step 2: Set Shipping Fee Template

You can set your delivery regions and shipping fees in the shipping fee template. The shipped by seller option can only be used when the shipping fee template has been set up.Template setting step:

1. Please choose the region which orders can't be delivered by your own Fleet.

2. To set the Delivery Areas and choose the region which orders can be delivered by your own Fleet. And then please manually insert the shipping rules of this region:
   1. Weight range
   2. Shipping Cost for the weight

Notes: Minimum need to set 0-30KG, no weight upper limit. If the customer's actual order exceeds the max weight, the customer will pay the max weight shipping fee.

3. The regions you haven't chosen will be shown in unassigned areas, then you can move to excluded areas or delivery areas.

4. Click Submit and confirm to Save the shipping fee template. The shipping fee of an SOF order from your shop will be calculated as figured you manually input into the shipping fee template.

Step 3: Custom your product delivery service to SOF

After your SOF shipping Template has been successfully set, the products of your shop, which is by default following shop shipping setting, will be enabled to have SOF option.If you want some particular products that are only delivered by SOF, please find those products and customize the delivery option to only "shipped from seller" in product edit page.Click Update.

Step 4: Ship your Single SOF Orders

Filter out "shipped from seller" orders, then click "Add tracking info", please manually upload Tracking ID and check the invoice related information, and confirm the package.After order has been marked as shipped, the order can only be marked as delivered after 24 hours.After the order is shipped, you are still able to update the tracking number within 36 hours.24 hours after the order has been marked as shipped, the order will show"Update delivery Status" button. Please click and choose the delivery status, then upload the attachment such as pickup manifest and proof of delivery, that may be submitted in the event of any shipment disputes. Click confirm, then order status becomes "delivered". You can check the records via "View logistic".If order delivery fails, please choose "Delivery Failed"and then select a reason, then order status will become "Cancelled".

Step 5: Ship your SOF Orders in Batch

Select delivery option"Shipped from seller" then choose packages that need to be shipped.Download the template and insert shipping provider, tracking ID and invoice No, then upload delivery status.Tab"Update Delivery Status" is only for SOF orders. please choose packages and then download template.After you have inserted the delivery result. Please upload the file.

How will SOF Option be shown on Buyer End?

As buyers view and buy on TikTok Shop, the shipping information of the product will be shown "shipped from Seller".After the buyer places the order, the buyer can see the delivery option mentioned as "shipped from seller" . After seller fulfills the order, buyer can see only the "ready to ship" and "delivered" status in tracking details.