[Deprecated: Last updated 25 Jun 2026] Latest Policy Updates

1. Included:

• Chats on weekends and public holidays
• Chats outside of the Shop working hours set by the Seller (e.g. at night)

2. Excluded:

• Chats received while in holiday mode.
• Chats initiated by the Seller (including broadcasts).
• Chats resolved by automated replies and FAQs.
• Chats from customers you have blocked.
  What does this mean to you?

• 12HRR 75%-84%: A warning will be issued.
• 12HRR 51%-74%: 2 Violation Points or a deduction of 10 Account Health Rating (AHR) points.
• 12HRR ≤ 50%: 4 Violation Points or a deduction of 20 Account Health Rating (AHR) points.

• You will still be able to reply to the buyer in the ongoing session as usual.
• This feature is only available if your chatbot is enabled.
  • To turn on your chatbot, go to Seller Center > Customer messages > Automation Tools > Automated replies > Toggle on Chatbot.

• ❌ Avoid claims that a product works like weight loss medicine.
  • “Nature's Ozempic”
  • "GLP-1 booster", "GLP-1 support"
• ❌ Avoid encouraging unsafe exercise for weight loss or muscle gain, despite injury or illness.
  • "I have a bad flu but I still need to run to lose weight"
  • "No rest days, even when you're injured"
  • "Push through the pain to burn fat"
• ❌ Avoid encouraging misuse of a product for weight loss or muscle gain.
  • "The label says take 2, but I take 4 for faster results"
  • "Double the dose to slim down faster"
• ❌ Avoid saying a product can change someone's body shape by altering internal body structure.
  • "Wear this waist trainer and you'll become skinny"
  • "Use this waist trainer to tighten your body and create curves"
• ❌ Avoid promoting body scales or food scales with high-risk weight management claims or idealised body appearances.
  • "Track every gram of food to get skinny fast"
  • "I use these food scales to restrict my diet to very low calories"
    Click here to learn more

1. Products in the following categories may only be shipped via Shipped by Seller, Next-Day Delivery, and Same-day Delivery options:
   1. [NEW] Pineapple
   2. [NEW] Peach
   3. [NEW] Coconut
   4. Lychee & Rambutan
2. Products in the following categories may only be shipped via Shipped by Seller, Next-Day Delivery, Same-day Delivery, and Fresh Delivery options:
   1. [NEW] Avocado
   2. [NEW] Mangosteen
   3. [NEW] Cherries
   4. [NEW] Melons
   5. [NEW] Berries
   6. [NEW] Longan

• If you do not qualify for any of the available delivery options above, click here to learn how to apply for Shipped by Seller.
• If you already qualify for any of the available delivery options above, a suitable delivery option will be auto-applied to applicable fruit orders.

• Go to Seller Center > Products > Manage Products
• Locate the specific Lychee & Rambutan listing and click Edit
• Under Shipping, set the Delivery option to "Default"
  
  Click here to learn more

• Register their IP assets (by submitting relevant documents, registrations, certifications, etc.)
• Search TikTok Shop products, videos, and livestreams to identify possible IP infringements
• Submit and track the progress of their complaints about possible IP infringements

• Create an account
• Create or join an organization & verify identity
• Register your IP asset
• Search products & e-commerce content for IPR infringement
• Submit a complaint
• Monitor the outcome of your complaint
  Click here to learn more!

• Listing titles that mention “FIFA”, “World Cup”, or “World Cup 26”
• Self-made jerseys using FIFA, tournament, or official team logos
• Products that imply official association with FIFA World Cup 26™ without authorisation

1. Fill in all mandatory attributes:
   • TIS Standard Number
   • [NEW] TIS License Number
   • [NEW] TIS License URL (The link to the product's unique webpage, obtained by scanning the QR Code on the product level)
2. Ensure that you have uploaded an image of your physical product label in Thai language displaying:
   • TIS Mark
   • TIS Standard Number
   • Product type
   • Product model
   • Manufacturer/Importer Information
   • QR Code
     What happens if I fail to meet the requirements?

• Rename: "No Longer Needed" is now called "Change of Mind" to make the return method more intuitive for both sellers and customers.
• Appeal reason removed: From 12 June 2026, sellers may no longer select "Buyer claim incorrect" when filing an appeal for "Change of Mind" returns. Please ensure you select the correct and applicable reason when submitting an appeal.
  What this means for you

• Full name, phone number, email address, or delivery address
• Social media handles or usernames (e.g., TikTok username)
• Payment information or national identification numbers
• Order details that, combined with other data, could re-identify a buyer
  Prohibited Actions
• Redirecting buyers off-platform by sharing contact details (phone, email, social handles, URLs) in any seller-to-buyer communication, listing, or fulfillment material
• Soliciting buyer PII through any channel (chat, listings, packaging, post-purchase communications) unless authorized by TikTok Shop for fulfillment
• Misusing or sharing buyer PII beyond the specific transaction it was provided for — including contacting buyers outside TikTok Shop channels, sending unsolicited marketing, disclosing PII to third parties, reusing PII across transactions, or fulfilling orders via external platforms that contact buyers directly
• Retaining buyer PII beyond fulfillment needs — delete or anonymize PII once the transaction and any return or dispute window has closed
  What This Means for You

1. Check your eligibility

• Your Store Rating must be at least 3.0 or No Store Rating Available
• Violation Points must be less than 24
• Your Account Health Rating score must be greater than 100
• Your shop must have passed the New Shop Adjustment Period
• Your shop is not engaged or flagged in any risk or fraudulent behaviours

2. Understand the aftersales policy

3. Familiarise yourself with the Do's and Don'ts

• Use the order progress bar to track how many more completed orders you need before your Store Rating becomes available.
  
  If you already have a Store Rating:

1. Identify top issues — See a quick overview of the top metrics dragging down your Store Rating, right from your Store Rating page.
   
2. Metric Diagnostic Tool — Click "Analyze Performance" on individual metric to understand how each metric is calculated and view the target benchmarks you should be aiming for.
   
3. Export orders — Export the list of orders contributing to lower metric performance to review specific issues and take targeted action.
   

• Old: (Orders shipped late) ÷ (Total orders shipped)
• New: (Orders shipped late beyond SLA + Orders sill unshipped beyond SLA) ÷ (Total orders expiring within the period)

• Keep inventory accurate and ready to fulfill.
• Clear oldest orders first (First-In, First-Out).
• Check your Seller Dashboard daily for the "Action Needed" banner for pending orders.
• Confirm collection method with your Logistics Service Provider (LSP), ensure parcels are scanned in front of staff, and keep timestamped pick-up records for appeals.
  Click here to learn more

• Express Settlement: 3 calendar days — for eligible shops meeting specific criteria
• Standard Settlement: 8 calendar days — default for non-TikTok Shop Mall sellers
• Extended Settlement: 15 calendar days — default for TikTok Shop Mall sellers, or applied to shops with elevated risk

• [Updated] Express Settlement: 1 calendar day — TikTok Shop Mall with a Store Rating of at least 4.5.
• [New] Accelerated Settlement: 3 calendar days — default for shops that have passed the New Shop Adjustment Period
• [Updated] Standard Settlement: 8 calendar days — default for shops that have not yet passed the New Shop Adjustment Period
• [Updated] Extended Settlement: 15 calendar days — applied based on account risk, activity evaluation, or policy violations

• Non-working Day timelines, Auto-cancellation timelines and Fast Dispatch Rate Timelines remain unchanged.

• The LDR is the percentage of all orders (over a period of 7 calendar days) that are not handed over to your LSP within the specified timeline.
  Learn more about Late Dispatch Rate

• Please familiarise yourself with the new LDR timeline, and ensure your orders are handed over to your LSP within the specified time to avoid LDR impact.
  Learn more about Order Fulfilment Timelines

• Simulcasting — streaming the same LIVE session on TikTok Shop and another platform at the same time.
• Multicasting — streaming the same LIVE session across multiple TikTok Shop accounts at the same time.

1. Go to TikTok Shop Creator Center.
2. Scroll to the bottom and click Account health.
3. Click Learn more at the top right corner.
4. Go to the Rating history tab to view your point adjustment history.
   Learn more

• A spike in negative customer reviews
• Policy violations detected on your shop or products

• Individual Sellers: ID Card Document, ID Card Number, Full Name, Date of Birth, Residential Address, and Face Scan
• Corporate Sellers: Business Registration Document, Business Registration Number, Company Name, and Registered Address.

• If you do not qualify for any of the available delivery options above, click here to learn how to apply for Shipped by Seller.
• If you already qualify for any of the available delivery options above, a suitable delivery option will be auto-applied to your Lychee & Rambutan orders.

• Go to Seller Center > Products > Manage Products
• Locate the specific Lychee & Rambutan listing and click Edit
• Under Shipping, set the Delivery option to "Default"
  

1. Monitor your Same-day LDR in Seller Center under Shop Health and Order Management.
2. Prioritise Same-day orders to meet fulfilment deadlines.
3. Configure your business hours accurately in shipping settings to avoid avoidable violations.
   Learn more about this new metric

• New sellers must obtain category qualification and pay the deposit before they can list and sell fruit products.
• Existing sellers who wish to continue selling fruits must complete the deposit payment by 11 June 2026 (1 month from the payment start date).
  • Failure to do so may result in limits on withdrawals, restrictions on new fruit listings, or removal of existing fruit listings.
• Sellers who do not wish to pay should remove all fruit listings and ensure all fruit orders, including any outstanding aftersales services, are completed before 11 June 2026 to avoid enforcement actions.
  Learn more

• Low Product Ratings (1-2 Stars)
• Return and Refund Reasons
• Customer Complaints
  Click here to learn more
  What this means for you

• Metric Update: Customer Complaint Rate will be replaced by 60-day After-sales Handling Time (AHT), focusing on how quickly you resolve after-sales requests. Learn more about After-sales Handling Time (AHT)
• Upgraded Store Rating Page:
  • Get clear visibility into your store rating, including which areas need improvement and recommended actions to take.
  • Sellers with a NULL score will be able to track how many more orders they need to fulfill before receiving a Store Rating.
• Fairer Comparison: Your shop will now be compared more accurately with same category sellers for Negative Review Rate and Seller-Fault Return/Refund Rate metrics.

• New sellers must pay the deposit before they can list and sell fruit products.
• Existing sellers who wish to continue selling fruits must complete the deposit payment by 11 June 2026 (1 month from the payment start date).
  • Failure to do so may result in limits on withdrawals, restrictions on new fruit listings, or removal of existing fruit listings.
• Sellers who choose not to pay should remove all fruit listings and ensure all fruit orders, including any outstanding aftersales services, are completed before 11 June 2026 to avoid enforcement actions.
• Sellers may apply for a partial or full return of the paid security deposit under applicable circumstances. For more information, please refer to the Security Deposit article.
  
  Security Deposit Article

• "Product/Package is damaged" splits into "Outer packaging damaged" and "Item leaked, scratched, or broken"
• "Received parcel, but some items were missing" splits into "Main item missing" and "Free gifts or accessories missing"
• Fresh/Frozen Food & Fruits sellers — new reason "Rotten/Moldy/Spoiled" - Buyers may select this reason if their products arrive with the aforementioned issues.
  Click here for more details

• Seller-initiated partial refunds for Refund Only requests are now available.
• Sellers should negotiate with the buyers prior to using this function, and only offer a partial refund if the buyer agrees to it.
• For Return & Refund requests,
  • You can propose a partial refund earlier in the process, as long as the item has not been shipped back yet.
  • Should the buyer reject, or fail to accept your proposal, you will be required to proceed with the return.
• A new "Negotiate with Buyers" filter in Seller Centre surfaces active counter-offer tickets
  Click here for more details

• Buyers will be guided toward more accurate reason selection, reducing incorrect seller-fault classifications.
• If a buyer accepts your partial refund counter-offer before escalation, that case is excluded from your Seller-Fault Return Rate.

• TikTok Shop sides with you after a buyer dispute, OR
• The buyer does not raise a dispute at all

• The buyer simply wants their item back
• The item was custom-made
• The return did not qualify as a Change of Mind return

• The case will be closed against you
• TikTok Shop will rule in the buyer's favour
• A full refund will be issued to the buyer
• You will not be reimbursed for shipping, even if you ship later
• You will lose your right to appeal
  Action required

1. Confirm agreement with the Trademark Owner, then submit your Brand Qualification application and select "I don't have written authorisation"
2. The Trademark Owner will receive a notification to log into the Intellectual Property Protection Center (IPPC) portal
3. Once they approve your application, your qualification will be processed. Processing may take up to 7 calendar days.

• Earned points will expire automatically after 90 days.
• Point deductions will reset automatically after 90 days.

• Post policy-compliant LIVEs or short videos that generate at least one eligible order within 180 days. You can earn up to 5 points per week from eligible content.

• Generate completed orders from your content. You can earn 1 point for every 50 completed orders within 180 days, up to 5 points per week.

• If you receive a violation, you may be able to complete the related Creator Policy Quiz. Score a perfect result to earn 5 points and learn how to avoid similar issues in the future.

• LIVE Flash Sales without the Flash Sale Tool
  • Do not promote “limited-time” LIVE flash sale prices without using the official Flash Sale tool.
  • Creators must use the Flash Sale tool so buyers can clearly view the promotion details and duration.
• Inaccurate Voucher Claims
  • Do not promote unavailable vouchers or misrepresent how buyers can obtain them (e.g. claiming viewers will receive a voucher by following your account when no Seller Live Coupon has been set up).
  • Only promote valid vouchers during your LIVE session. For better clarity, we recommend pinning the relevant voucher card during the session so buyers can easily view the details.
• Fake Storylines About Low Prices
  • Do not fabricate stories such as “system bug”, “pricing error”, or “accidental price drop” to justify low prices.
  • Creators should accurately describe the reason for the promotion (e.g. “This item is part of today’s limited-time LIVE promotion.”).
• Deceptive COD or Free Shipping Claims
  • Do not make false or misleading claims about how buyers can unlock Cash on Delivery (COD) or shipping fee discounts.
  • Only share accurate information, such as “COD availability depends on your location and eligibility shown at checkout.”

• Random Card Breaks
• Draft Style Breaks
• Bounties Breaks:
• Pull Games Break
• Points Program Break
• Train Game
• King of the Hill
• HP Battle
• Any other breaks involving prohibited gambling or chance-based gamification techniques
  Click here for more details
  What this means for you

• Items requiring installation (e.g., air conditioners, ceiling fans)
• Items needing special handling (e.g., temperature-sensitive goods such as flowers, chocolates, or fruits and vegetables)
• Dangerous items (e.g., batteries, lighters)
• Bulky or heavy items (based on weight and size, e.g., bubble wrap rolls)
  Learn more

• Review our Product Certificates & Attributes, Prohibited and Unsupported Products, and TikTok Shop Product Listing Guidelines before listing any products.
• Upload and submit valid mandatory product labels, attributes, certificates, registration numbers or other government-issued documentation as requested by the platform and required by law (e.g. Food registration number, TIS certificate, etc.)
• Ensure that all product information and mandatory certificates and attributes are accurate and up-to-date. Regularly review and update listings as needed.
• Provide clear, accurate, and non-misleading product information.
  View TikTok Shop's commitments and seller guidelines here

• Do not imply you are affiliated with FIFA or the Tournament (e.g., "official sponsor/partner/licensee") unless you are authorized.
• Avoid using FIFA marks/logos/slogans in listing images, packaging, storefront branding, or promotional creatives.
• Avoid using "official / partner / sponsor / licensed / authorized" without authorization.

• Do not sell merchandise bearing Official IP unless authorized.

• Using FIFA World Cup 26™ IP in hashtags for commercial benefit may create unauthorized commercial associations, and is restricted to FIFA and FIFA Rights Holders only.

• Unless authorized by FIFA (or run in partnership with a FIFA Rights Holder), sellers must not:
  • Run competitions / games / lotteries using Official IP or creating a commercial association.
  • Use tournament tickets for giveaways, prize draws, incentives, or auctions.
    How to apply for Brand Qualification

• Products that may not be compliant with local laws, regulations, product qualifications, certifications, technical standards, or standard requirements or determined unsafe by the relevant local authorities
• Products that may not be lawfully imported into the country where the buyer is located counterfeit or fraudulent in nature, or infringe upon intellectual property rights.
• Any other products that are prohibited from sale according to applicable laws and regulations

• Only use brand names, logos, slogans, or mascots in your listings if you have valid Brand Qualification. Examples include:
  • Club names (e.g. "Manchester United")
  • Country teams (e.g. "Canada Men's National Soccer Team")
  • FIFA-related names (e.g. "FIFA World Cup")
• Apply for Brand Qualification (BQ) before listing or selling branded products
• Regularly review your listings to ensure compliance with IPR policies

• Do not use brand names, logos, slogans, or mascots in your listings without authorization.
• Do not use brand names or logos in your shop name or shop logo without authorization
  How to apply for Brand Qualification

• Community Guidelines
• For Sellers: Weight Management Products
• For Creators: Weight Management Claims

• Presenting false or inaccurate information
• Exaggerating product claims or results
• Using deceptive visuals or unrealistic promises
• Promoting products inconsistently with the linked listing

• TikTok Shop may temporarily freeze a creator's commission earnings from specific content for up to 90 days while the issues are being reviewed.
• In more severe or repeated cases, TikTok Shop may also freeze a creator's commission earnings from all content for up to 90 days. This includes violations involving:
  • Deceptive or misleading behaviour
  • Abusive, fraudulent or manipulative activity
  • Illegal conduct or actions that put customers, creators, or TikTok Shop at risk.
    Misleading Content
    Creator Enforcement Policy

1. Change to the Category Qualification Process
   • Starting 24 March 2026, sellers who wish sell fruits will no longer need to apply for the Shipped by Seller fulfillment method, but will still need to meet the requirements and pass TikTok Shop’s Category Qualification.
   • During the Category Qualification application, sellers should select: Food & Beverages > Fresh & Frozen Food > Fruit, and choose any fruit category from the list (except for durian). Selecting one fruit category will unlock access to all fruit categories.
   • Once you have successfully passed the Category Qualification review process, you will be able to list and sell fruits on TikTok Shop.
2. Durian Category Opening
   • Starting 24 March 2026, The Durian category will become an open category and sellers will no longer have to apply for Category Qualification.
   • All other fruit categories will remain as Restricted Products and sellers must still follow the Category Qualification proces above.
3. Order Volume Limits
   • An Order Volume Limit (OVL) restricts the total number of orders a shop can receive each day. Once the limit is reached, the shop will not be able to receive additional orders until the limit resets the following day.
   • Starting soon, Order Volume Limits may be applied to a fruit seller shop in the following scenarios:
     • The shop's Negative Review Rate (NRR) exceeds 0.5%.
     • Should the shop have Associated Account(s), Order Volume Limits will also be applied to those accounts.
       Guidelines for Fruit Sellers
       Order Volume Limit
       How to Apply for Category Qualification

• Show the latest packaging in your main product image.
• If the packaging design has changed, include an additional image comparing the previous and updated designs to help customers recognise the difference.
• Add short notes in titles like "New Packaging" or "Updated Label Design."
• If you sell multiple sizes or variants, list all options (e.g., 100 ml / 150 ml / 200 ml).
• Avoid statements falsely suggesting products with older packaging are counterfeit.
  Branded Products Listing Guidelines

1. To qualify for Affiliate Marketing, shops must not have violations related to Service-related Negative Reviews.
   • Service-related NRR refers to the percentage of Service-related Negative Reviews out of all delivered orders within the last 30 calendar days.
2. Shops may be disqualified if they receive a high volume of customer complaints, such as:
   • Empty parcels
   • Counterfeit goods
   • Suspected fraudulent activity
3. Additional requirement for promoting highly perishable fruits

• Store Rating of at least 3
• Product Satisfaction Score of at least 3 (new requirement)

• Ensure prices accurately reflect the product
• Avoid unrealistic or misleading pricing strategies
• Maintain transparent and trustworthy listings
  Click here to learn more about Harmful Pricing Practices

• Non-existent or impossible products

• Listings involving humans or human relationships

• Meme or stunt items with no genuine value

1. List products under the allowed categories
2. Avoid prohibited break formats (creators)
3. Be aware of buyer protection measures that may impact sales

• Products must be listed under the following product categories.
  • Collectibles > Trading Cards and Accessories
    • Sports Trading Cards
      • Sports Cards Repacks
      • Sports Cards Breaks
      • Sports Cards Boxes and Packs
    • Non-Sports Trading Cards
      • Non-Sports Cards Repacks
      • Non-Sports Cards Breaks
      • Non-Sports Cards Boxes and Packs
    • Live-Opened Sports Trading Cards
    • Live-Opened Non-Sports Trading Cards
  • Pre-Owned > Collectible Trading Cards
    • Sports Trading Card Breaks
    • Sports Trading Card Packs & Boxes
    • Non-Sports Trading Cards Breaks
    • Non-Sports Trading Card Packs & Boxes
  • Collectibles > Entertainment
    • Blind Box

• Random card breaks: buyers are assigned a random team/player/card/spot.
• Draft-style breaks: buyers take turns selecting teams/cards/hits after the break.
• Bounty breaks: extra rewards/prizes are offered if specific cards are pulled.

• Age restriction: buyers must be 18+ to purchase.
• Daily transaction cap: buyers under 25 are limited to 8 transactions/day.
• Cool-off period: after 20 transactions, buyers must wait 15 minutes before purchasing again (applies across all TikTok Shop stores).
  Click here to learn more

• Non-existent or impossible products

• Listings involving humans or human relationships

• Meme or stunt items with no genuine value

• Presenting false or inaccurate information
• Exaggerating product claims or results
• Using deceptive visuals or unrealistic promises
• Promoting products inconsistently with the linked listing

• TikTok Shop may temporarily freeze a creator's commission earnings from specific content for up to 90 days while the issues are being reviewed.
• In more severe or repeated cases, TikTok Shop may also freeze a creator's commission earnings from all content for up to 90 days. This includes violations involving:
  • Deceptive or misleading behaviour
  • Abusive, fraudulent or manipulative activity
  • Illegal conduct or actions that put customers, creators, or TikTok Shop at risk.
    Misleading Content
    Creator Enforcement Policy

1. List products under the allowed categories
2. Avoid prohibited break formats (creators)
3. Be aware of buyer protection measures that may impact sales

• Products must be listed under the following product categories.
  • Collectibles > Trading Cards and Accessories
    • Sports Trading Cards
      • Sports Cards Repacks
      • Sports Cards Breaks
      • Sports Cards Boxes and Packs
    • Non-Sports Trading Cards
      • Non-Sports Cards Repacks
      • Non-Sports Cards Breaks
      • Non-Sports Cards Boxes and Packs
    • Live-Opened Sports Trading Cards
    • Live-Opened Non-Sports Trading Cards
  • Pre-Owned > Collectible Trading Cards
    • Sports Trading Card Breaks
    • Sports Trading Card Packs & Boxes
    • Non-Sports Trading Cards Breaks
    • Non-Sports Trading Card Packs & Boxes
  • Collectibles > Entertainment
    • Blind Box

• Random card breaks: buyers are assigned a random team/player/card/spot.
• Draft-style breaks: buyers take turns selecting teams/cards/hits after the break.
• Bounty breaks: extra rewards/prizes are offered if specific cards are pulled.

• Age restriction: buyers must be 18+ to purchase.
• Daily transaction cap: buyers under 25 are limited to 8 transactions/day.
• Cool-off period: after 20 transactions, buyers must wait 15 minutes before purchasing again (applies across all TikTok Shop stores).
  Click here to learn more

• You can publish up to 7 TikTok Shop videos within the next 7 days.
• Any additional TikTok Shop videos will still be published, but their product links will be hidden.
  🚫 What to Avoid

• Inconsistent product promotion
• Misleading functionality or effects
• Sympathy-based promotions

• Orders created between 27 Feb 2026 - 5 Mar 2026
  
  Shipping Timeline Extensions

• If you are unable to ship orders within the specified period, we recommend enabling Holiday Mode to temporarily prevent new orders until your shop can resume operations.
• If your shop continues to be affected during the extended support period, please file an appeal.

1. Reply to your customers ASAP
   • Turn on chat notifications so you never miss a message.
   • Use automated greetings, quick replies, and order updates to respond faster.
2. Confirm ALL items are packed
   • Double-check bundles, multi-item orders, and any free gifts.
   • Use a packing checklist before sealing the parcel.
   • Make sure the packed item matches the order (colour, size, variation).
3. Pack securely to prevent damage
   • Use proper inner and outer packaging.
   • Wrap fragile items with 2–3 protective layers.
   • Tape liquid caps to prevent leaks.
     
     Learn more

• During this period, your shop will have temporary limits on orders and listings while you get started and build your shop.
  • Meeting the Pro tier criteria completes the Shop Adjustment Period, and your shop is no longer subject to limits under this program.
    
• These updates will be applied automatically to your shop from February.
  • Once live, you can check your current tier on the New Seller Probation page in Seller Center.

• Tier upgrades are automatic
• You may skip tiers if you meet higher-tier requirements
• As your shop progresses to each tier, your order and listing limits will increase automatically.
• Click on the link below to view full tier requirements
  Tier requirements: how to get to Pro

• The exact number of points added or removed
• Reasons for each violation
• Any enforcement actions taken
• Suggestions to help you avoid future violations
• An option to submit an appeal if you believe a decision was made in error
  

1. Use the official LIVE Giveaway feature

2. Be clear and accurate about pricing

3. Add products to your LIVE shopping cart early

• The product has been deactivated by the platform, or
• The shop has been closed due to policy violations

• Customers must submit this request within the aftersales period.
• If a refund-only request was approved, but the related violation is later revoked, you may appeal via Seller Center.

• A politician, political party, or political figure
• Campaign material or election discussions
• Political issues of public debate

• Paid Political Advertising, whether or not it's disclosed.
• This includes content made in exchange of compensation to support or oppose candidates for office.

• From 15 Jan, some customers may see “Change of Mind” instead of “No Longer Needed” as a return reason. Other customers may see both terms displayed together. This update is intended to make the return reason clearer and easier to understand.
• Sellers are reminded to only reject Change of Mind returns when they have a valid reason to do so.
• Unreasonable rejection of returns may result in enforcement actions, including but not limited to buyer compensation.
  Click here to learn more

• A politician, political party, or political figure
• Campaign material or election discussions
• Political issues of public debate

• Paid Political Advertising, whether or not it's disclosed.
• This includes content made in exchange of compensation to support or oppose candidates for office.

• If you post 5 or more non-interactive TikTok Shop videos within 7 days, a posting limit may apply.
• With the posting limit, you can only post up to 7 TikTok Shop videos in the next 7 days.
• Once the limit is reached, additional TikTok Shop videos will not show product links.
• This applies only to TikTok Shop videos with product links (LIVE streams and non-shop content are not affected).

• Be on camera and actively interact with viewers.
• Avoid non-interactive formats such as still images, text-only slides, or rotating displays.
  Click here to learn more

• Creator Level: Level 5 or above
• After Creator Health Rating (CHR) is enabled for your account: CHR score of at least 200 points

• Verify every order before packing to ensure all items and the correct variations (e.g. size, color, model) are included.
• Keep inventory organized and use FIFO/FEFO methods where applicable to improve traceability.
• Standardize your picking process (single-order, batch, or zone picking based on volume).
• Use barcode scanning where possible to reduce human error.
• Train staff and follow clear steps for picking and packing.
  Click here for more details

• To access it: go to TikTok Shop Creator Center > scroll to Account Health > click to open. The CHR preview button will be at the top.
• The CHR data shown is sample data only and does not reflect a creator’s actual account health.
• The existing Creator Violation Points system remains fully active during this preview period.

1. For sellers located in affected areas only

• TikTok Shop will automatically process appeals for any performance impact caused by orders within this period.
• If your shop continues to be affected beyond the extended-support period and receives LDR and/or SFCR penalties, please submit supporting evidence to file an appeal here.

• [Important] On Seller Center, the shipment deadline will still display the standard timeframe (the extended timeline will not be shown). Sellers may refer to the adjusted timeline in the table above.
• Every Monday from 1 December to 30 December 2025, sellers will receive system notifications regarding Late Dispatch Rates (LDR) and/or Seller-fault Cancellation Rates (SFCR).

• If you are unable to resume order processing within the specified period, we recommend enabling Holiday Mode (see how to activate it here) to temporarily prevent new orders until your shop can resume operations.

2. For sellers with orders headed for affected areas

• If buyers cancel their orders and it affects your shop's performance, please file an appeal and/or submit a support ticket for further assistance.

• 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 (Cancellations | Returns and refunds) page.

• Buyers may cancel eligible Ship by TikTok orders as long as they have not reached the final logistics delivery hub.
  

• You will not need to review/approve most of these cancellations. These cancellations will not add to your Seller-Fault Cancellation Rate (SFCR).
  • If you are requested to review the cancellation, please do so within 2 calendar days.
• If your order has been cancelled after pick-up, the logistics provider will return the parcels to you. Please monitor the returned parcels through the Seller Center.
  • If the cancelled order has not been returned to you, please raise an appeal through the Seller Center.

• Ensure that the logistics provider scans all parcels on-site for the most up-to-date status tracking.
• Collect the proof of parcel handover in your daily operations. This includes:
  • Taking a photo of the LSP scan log (this refers to the log reflected on the LSP's device) displaying the quantity of parcels scanned
  • Records of chats with LSP stating clear quantity of parcels scanned
  • Printed handover list with parcel quantity, tracking number and signature of both seller and LSP courier
    Learn More

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.

• 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.

• POP MART branded products will become Restricted Products on TikTok Shop.
• Only select sellers authorized by the platform will be able to list and sell POP MART products. Brand Qualification applications for this brand are no longer accepted and will be rejected.
  • Sellers who have an Account Manager (AM) may contact their AM for guidance on the next steps.
• Sellers who are not authorized to sell POP MART may not include POP MART products as a gift with purchase.

• 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.

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

• 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.
  Click here for more details

• Promotion Quality Points must be at least 2.5
  Click here for the list of highly perishable fruits

• New products: Upload mandatory product attributes and certifications via Seller Center > Add new product > 'Product Attributes' and 'Product Compliance' sections in order to successfully list the products.
• For existing products: Update the products, attributes and certifications via Seller Center > Manage Products > Edit > 'Product Attributes' and 'Product Compliance' sections. To ensure that the products listed on our platform are safe for consumers and comply with local laws.
• To avoid product deactivation, please verify and ensure that all product attributes and certifications are complete and accurate. Mandatory attribute/certificates will have a star (*) at the beginning of its name
• Products must comply with platform policies and local laws.

• Avoid listing counterfeit or infringing products.
• Review our Intellectual Property Policy for detailed guidance.
  Intellectual Property Policy

• New customer Return/Refund reasons

• Clearer seller rejection reasons

• New appeal reasons

• Evidence guidance with examples

• Show the latest packaging in your main product image.
• If the packaging design changes, include an additional image comparing the previous and updated designs to help customers recognise the difference.
• Add short notes in titles like "New Packaging" or "Updated Label Design."
• If you sell multiple sizes or variants, list all options (e.g., 100 ml / 150 ml / 200 ml).
• Avoid statements falsely suggesting products with older packaging are counterfeit.
  

• Products with logos, colours, or packaging that closely resemble another brand's may be flagged on your Shop Health page.
• No Violation Points will be issued for flagged products, but you'll need to update the product or successfully appeal before selling them again.

• Use original branding and packaging.
• Avoid copying another brand’s style or design choices.

• Please take note of these changes as it will have an impact on Late Dispatch Rate calculations and timelines.
• Sellers are reminded to change their order status to "To Ship - Awaiting Collection" by 1PM in order to increase the chances of having their orders picked up on the same day.
  Click to read Fast Dispatch Rate | Store Rating | Late Dispatch Rates | Seller-Fault Cancellation Rate

Read More: Order Fulfilment Timelines

• To enroll in a TikTok Shop Campaign, you must meet the following performance criteria:
• Number of Content Violations in the following areas in the last 30 calendar days is zero (0):
  • Unoriginal Content
  • Content featuring prohibited, unsupported or restricted products
  • Content infringing Minor/Child Safety
• Total Violation Points is less than 8
• Promotion Quality Points (PQP) is at least 3.5 (for Affiliate Creators only)
  Click here to learn more

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

• 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)*

• *For more information, please click the link below.
• The platform calculates your negative balance in US$. The amount in TH฿ may vary based on exchange rates.
  Click here to learn more

• 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)

• 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.
• Changing clothes between livestreams without making any changes to the background setup or product display.
• 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)

• For Electronics, <2%
• For FMCG and Fashion, <1.8%
• For Lifestyle, <1.5%

• If you disagree with a decision, you can still appeal within 15 calendar days by hitting the “Appeal” button on your Order Management page.
  • Please note that you will need valid evidence against the customer's claim in order to succeed in your appeal.

• Deliver quality products
  • Make sure your items match the product description and perform as promised.
• Use protective packaging
  • Prevent damage during delivery by following our Product Packaging Guidelines.
• Respond quickly to buyers
  • Address concerns about product quality, shipping, or usage instructions promptly.
• Provide accurate information
  • Include clear size charts, specifications, and product details to set the right expectations.
• Ship on time and reliably
  • Timely dispatch helps avoid returns caused by late delivery.

• Pay close attention to the return/refund reasons that could impact your Seller-Fault Return/Refund Rate (SFRR).
  • Optimise your fulfilment and order processing to reduce these returns/refunds.
  • If you disagree with these reasons, you may reject the request or submit an appeal only if you have valid evidence.
• For reasons that do not impact your SFRR, you may only reject the request or submit an appeal if the return condition is unsatisfactory (e.g., the product seal is broken or the product is not in sellable condition)
• When buyers select "No Longer Needed", they will also be shown the following message:
  • "Return item, including free gift or accessory, in unused condition. Electronic seal or fashion label must remain intact."
    

• (For pick-up orders) To ensure that your package can be fulfilled as soon as possible, ensure that your package is ready to ship ("Awaiting Collection") by your courier's pick-up time and "Shipped" by 23:59H.
• (For drop-off orders) Ensure that your package is dropped-off and "Shipped" by 23:59H

What is the Next-Day Delivery Rate (NDDR)?

What is the Next-Day Delivery Rate used for?

• Currently, NDDR is only visible to you and is meant to help you monitor and optimize your performance.
• A high NDDR will also positively impact your Fast Dispatch Rate (FDR), which influences your Store Rating - unlocking additional benefits for your shop.

Where can I find my NDDR?

• [From 15th August] Shop Health page
• Order Management page

UI updates to help you manage your NDD orders

1. For NDD orders, the Order Status timers will display NDDR deadlines instead of Late Dispatch Rate (LDR) deadlines.

1. NDD orders will also appear in your “Action Needed” section. Use the Next-Day Delivery filter to identify Next-Day Delivery Orders.
   
   Click Here to Learn More

• 12-Hour Response Rate - This is the percentage of customer-initiated chats responded to within 12 hours over the last 30 calendar days (only manual replies are counted).
• Average Response Time (ART) - This is the average time it takes to respond to all customer messages over the last 30 calendar days (only manual replies are counted).
• Chat Satisfaction Rate - This is the percentage of rated customer-initiated chats with 4 or 5 stars over the last 30 calendar days (unrated chats are excluded from the calculation).

Learn More: Customer Service Communication Requirements

Where can I monitor my communication performance?

• Shop Health
• Store Rating