• 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.

• 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.

• 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.

• 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

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.

• Promotion Quality Points must be at least 2.5

• 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.

• 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.

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)

• 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.

• 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.

• 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