• Clearly state that TikTok PayLater eligibility varies by user, and creators cannot influence approval.
• Do not make false claims (e.g., buying or engaging with LIVE increases approval chances).
• Guide users to check their eligibility on key TikTok Shop pages (Home, Product Page, Order Center, Order Completion).
• Remind viewers that TikTok PayLater is optional and other payment methods are available.

• Showing a product not mentioned in the listing
• Not clearly displaying or promoting the product
• Livestreams with no commercial intent or product discussion

• Uncomfortable or unpleasant visuals such as visuals of real/realistic blood, human or animal waste, or dirt being removed from drains.
• Graphic close-ups of skincare or bodycare procedures that may cause discomfort to viewers, such as pimple or blackhead extraction, earwax removal, tongue-scraping, skin-peeling, waxing, or blood extraction.

• Advertising coupons with 50% discount up to 150 Million VND to promote your products
• [Available soon] Free Premium Access to the Order Capacity Management Tool, allowing sellers to increase their daily order limit by up to 5 times and extend fulfilment deadlines by up to 2 business days through the Order Capacity Management Tool

• Be a Star Shop seller for the past 3 months
• Achieve Store rating subscores (Product Satisfaction, Fulfilment & Logistics, and Customer Service) of at least 3.5
• Participate in the Voucher Extra Program (VXP) (Mandatory)

• If sellers do not review >90% of received order cancellation and return/refund requests in time for 1 month, the auto-approval tool for the respective requests will be activated.
• Only requests meeting the certain criteria will be auto-approved using the tool.
• Customers may only trigger the tool up to 3 times per month.
• The tool will be activated for a minimum of 15 calendar days, but can be deactivated after 15 calendar days through the Fulfillment Settings (Order Cancellation | Returns & Refunds) page.

1. When can I raise an appeal?
   1. If you disagree with TikTok Shop’s decision to refund a buyer, you may submit an appeal through Seller Center or the TikTok App within the specified timeframe below.
2. What’s changing?
   1. Scenario 1: Order returned, but item not received by seller (e.g., delayed, lost in transit)
      1. For drop-off or pick-up returns: You may submit a “Return but Not Received” appeal 5 calendar days after the buyer has shipped the returned item.
      2. For self-arranged returns: You may submit an appeal within 15 calendar days from the date the buyer shipped the returned item.
   2. Scenario 2: Order returned and item received by seller
      1. For drop-off or pick-up returns: You may submit an appeal within 7 calendar days after the returned item is delivered.
      2. For self-arranged returns: You may submit an appeal within 15 calendar days from the date the buyer shipped the returned item.

💡 Pro Tips!

• The “Appeal” button will only be visible once the appeal window opens.
• If the button does not appear, it may be because:
  • The appeal window has not yet opened, or
  • The appeal window has already closed (e.g., more than 7 calendar days after return delivery, depending on the scenario).
• You can check the remaining time to submit an appeal directly in Seller Center.

• Orders placed before 18:00H (previously 16:00H) must be shipped within the same working day.
• Orders placed after 18:00H (previously 16:00H) must be shipped by 11:59H (previously 23:59H) the next working day.

• For same-day pickup:
  • Change the order status to “To Ship – Awaiting Collection” by 19:00H to increase the chance of pickup by 23:59H on the same day.
• For next-day pickup:
  • Change the order status to “To Ship – Awaiting Collection” by 09:00H the next working day to increase the chance of pickup by 11:59H.

• Showing a product not mentioned in the listing
• Not clearly displaying or promoting the product
• Livestreams with no commercial intent or product discussion

• No Content Violations in the past 30 days in the following areas:
  • Unoriginal or Reproduced Content
  • Content featuring prohibited, unsupported or restricted products
  • Content infringing minor or child safety
• Total Violation Points must be less than 8
• Promotion Quality Points (PQP) must be at least 3.5 (for Affiliate Creators only)

• New Return/Refund reasons for faster issue identification and fairer metrics.
• Clearer rejection reasons with defined evidence requirements.
• New appeal options for disputed platform decisions.
• Evidence guidance with examples to strengthen your submissions.

1. Policy Risk Reminder

2. Violation Pre-Check

3. Violation Snapshot

Do's and Don'ts for Live Giveaways

• Sandwich Frames – Adding unrelated pictures or videos above and below the main video, so the promoted content sits in the middle. This makes the video appear different to detection systems but provides no value to viewers.
• Subtle Frame Insertion – Inserting very quick flashes of random images inside a video. Viewers often can’t see these, but they change the video’s digital “fingerprint” to bypass detection.

• Add captions, voiceovers, or overlays that explain your product.
• Include relevant B-roll footage or demonstrations to enhance your video.

• Stitching a product review video without any new commentary.
• Uploading screen recordings from a movie or TV show and blurring the original logo or watermark.
• Using the stitch, duet, or overlay function without providing any verbal or in-text promotion of the product.
• Switching between livestreaming and playback of pre-recorded clips.
• Recreating a video that directly mirrors the actions of another creator's content.
• Merging content that is not your own without permission with your personal original content.

• Violation Points
• Commission Freeze
• Removal of traffic/exposure/platform recommendation for the violating content

• Option A: Proof of Ownership (if you own the content)
• Option B: Proof of Authorization (if another creator has given you permission to use their content)

• Large volumes of nearly identical videos with minimal creative variation
• Videos showing only products or hands, with no faces, voices, or personal context
• Overuse of generic narration (e.g., text-to-speech, basic text overlays) without meaningful creator input or commentary
• Posting similar videos across multiple accounts

• Temporary suppression of traffic
• Permanent suppression of traffic (for severe or multiple repeat offenses)
• Removal of E-commerce Access (for severe or multiple repeat offenses)

• For Electronics, <3%
• For Lifestyle and Fashion, <2.8%
• For FMCG, <2.5%

• Negative balances exceeding US$100 may lead to a suspension of seller benefits (previously ranged from US$100 - US$500 with different restrictions depending on the size of the negative balance)
• Freezing of Wallet Withdrawal & Account Deactivation will now take place only when your negative balance exceeds US$250 and US$500 respectively (previously US$100)

Shipping Fee Updates — Effective 3 September 2025

• Failed-Delivery Orders
  • If a failed delivery is caused by the logistics service provider, you may submit a complaint within 7 working days through Customer Service with supporting evidence.
• Customer Returns (including, but not limited to, “No Longer Needed” returns)
  • For these returns, the forward shipping fees will be settled by sellers after discounting any shipping voucher covered by the platform.

• Partial Return Orders — when a buyer returns only part of an order.
• Refund-Only Orders — when the order is refunded without a physical return.
• “Shipped by Seller” Orders — where the seller arranges delivery independently.

Utilise these Seller Tools Today to Optimise your Aftersales Service!

• Damaged products upon return
• Incorrect items returned by the customer
• Refund decisions made by TikTok Shop

• Go to Seller Center
• Navigate to Orders > Manage Returns/Refunds > Appeal
• Submit supporting documentation for review

• [From 12th March 2025] Mall Sellers can no longer use Proof of Purchase for Brand Qualification applications.
• [Launching Soon] 1st Level Authorization Letters will be optional for 2nd Level Authorized Sellers.
• [Launching Soon] A "Renewal" option will be available before your Brand Qualification expires to minimize disruptions.

• A TikTok Shop Mall badge and a badge of authenticity on their shop and all their products
• Higher visibility in the customer shopping journey
• Access to dedicated TikTok Shop Mall campaigns and benefits programs

• Official or Marketing creator accounts can promote products from the linked shop.
• To obtain Affiliate permission,
  • The Creator account must be a Marketing Account, and
  • The Marketing Account must meet the Affiliate permission criteria.

• Shop Official account
• Shop Marketing Account

1. You may link TikTok accounts to your shop account within Seller Center
   • PC Desktop Web Version (Seller Centre → My Account → Linked TikTok accounts)
   • Seller Centre App version (Seller Centre → Settings → Linked TikTok accounts)
2. Visit the TikTok Shop Creator Center to check if your marketing creator account is eligible for Affiliate permission.
   • TikTok Shop Tool Kit Section → Affiliate Permission → submit your application.
   • Once approved, you can begin promoting products from the Product Marketplace.

1. Shop Health page (currently visible)
2. Store Rating page (from 18th November 2024)

• Familiarise yourself with the Fast Dispatch Rate
• Begin to optimise your fulfillment to keep your Fast Dispatch Rate high
• Ensure that you understand the other Store Rating metrics and continue to deliver your best services

• When selling a branded product, the product listing must explicitly state that it is branded, allowing consumers to identify the brand without any difficulties.
• Listing attributes (title, product images, description, sku info etc.) should mention the brand being sold, where possible.
• Ensure that all listing attributes are consistent with the product listing "Brand" field.
• Do not attempt to hide or withhold any brand information, or you may receive a Brand Circumvention violation.

• Official or Marketing creator accounts can promote products from the linked shop.
• To obtain Affiliate permission,
  • The Creator account must be a Marketing Account, and
  • The Marketing Account must meet the Affiliate permission criteria.

• Shop Official account
• Shop Marketing Account

1. You may link TikTok accounts to your shop account within Seller Center
   • PC Desktop Web Version (Seller Centre → My Account → Linked TikTok accounts)
   • Seller Centre App version (Seller Centre → Settings → Linked TikTok accounts)
2. Visit the TikTok Shop Creator Center to check if your marketing creator account is eligible for Affiliate permission.
   • TikTok Shop Tool Kit Section → Affiliate Permission → submit your application.
   • Once approved, you can begin promoting products from the Product Marketplace.

1. Shop Health page (currently visible)
2. Store Rating page (from 18th November 2024)

• Familiarise yourself with the Fast Dispatch Rate
• Begin to optimise your fulfillment to keep your Fast Dispatch Rate high
• Ensure that you understand the other Store Rating metrics and continue to deliver your best services

• Lithium battery products (such as powerbanks, laptops or smartphones)
• Corrosive or flammable liquids (such as household cleaners)
• Aerosol products (such as insecticides, or air fresheners)
• Oxidising products (such as fertilizers)
• Failing to declare your product(s) as "dangerous goods" may result in your parcels/product being seized and/or destroyed by authorities, and your order being cancelled.
• In addition, if you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.

• Content where a video is playing in the background with a static image covering most of the video.
• Content with mostly text/images, with a small segment showing an irrelevant video.
• Content with static images "moving" using video effects.

• No counterfeit-related Violation Points in the last 60 calendar days
• Store Rating must be at least 3

• Negative Review Rate for Electronics and Fashion products must be less than 1.5%.
• Negative Review Rate for Home & Living, Health, and Beauty & Personal Care products must be less than 1.3%.
• Negative Review Rate for Groceries and "Mom & Babies" products must be less than 1%.