Only Shipped via Platform orders are eligible for reimbursement.You will be reimbursed under the following conditions:

• The issue is caused by the buyer, logistics service provider, or platform.
• You didn't receive the returned order or any payout for the order.

If your order is lost or damaged:

• We will automatically provide compensation for the order within 1-5 business days after the status becomes lost or damaged, barring any unforeseen circumstances according to TikTok Shop Customer Order Cancellation, Return and Refund Guidelines. Additionally, TikTok Shop will automatically cancel the order and refund the buyer.
  • You can check the refund status through Seller Center.
• If you wish to follow up the compensation over 5 business days, you can create a ticket under Complaints & Disputes (Logistic related) > Delivery process inquiry > Package Lost or Complaints & Disputes (Logistic related) > Logistic Issue > Package Damaged to request a refund.

You have 40 calendar days from the last logistics status update to submit a claim.

• If you submit a claim or request for compensation after 40 calendar days from the last status update, your claim will be rejected.
• For example, if the latest logistics status was updated to Package Lost on 1st February 2024, you have until 11th March 2024 to submit your claim. Any claim submitted after 11th March 2024 will be rejected.

If your order status is still In Transit, but you've received a message from the logistics service provider that the order is lost or damaged, you can create a ticket under Complaints & Disputes (Logistic related) > Delivery process inquiry > Package Lost or Complaints & Disputes (Logistic related) > Logistic Issue > Package Damaged including the order ID and any supporting evidence to claim reimbursement.

• Evidence for package damaged: Unboxing of the package to show damaged products, packaging procedure before arranging for shipment, materials used to secure packaging, and the label of the package (make sure the tracking number is visible).
• If you select Package lost, refer here for evidence required.