What if my package gets lost or damaged?

01/16/2025

Overview of Package Lost and Package Damaged

If your package was lost or damaged, you can raise a ticket with the order ID and relevant evidence to claim a reimbursement.

Only when the seller chooses to ship by platform, we can help to investigate the logistics issue and may provide reimbursement.
The claim period must not exceed 40 days (Effective date on 1st Feb 2024) after the status is changed to delivered or returned received.

The conditions that we can reimburse the seller:

If the platform checks and confirms that it is not the seller's fault, which means it might be the responsibility of the buyer, the shipping service provider, or the platform.
If the seller loses both money and goods, which means the seller does not receive payment for that order and also does not receive the returned parcel from the shipping service provider.

Note: The seller will not be compensated if the fruit parcel is damaged during shipping or if the shipment must be canceled by the shipping service provider. Also, the parcel will not be returned to the seller if the buyer claims that the delivered fresh fruit parcel is damaged.

However, if the seller follows the packing standards, but the shipping service provider takes more than 5 days, the shipping service provider will be responsible for the damages due to the delayed delivery, and the seller will receive a refund.

Package lost

Scenario	Require evidence
1. Status is delivered, but a buyer didn't receive the parcel or the seller didn't receive the returned parcel.	No evidence is required.
2. Some products are missing.	Video showing the process of packing products before sending them out. Unboxing video after receiving Weight of the package before delivery (if any) Weight of the package after receiving a returned parcel (if any)
3. The seller or buyer received an empty package.	Video showing the process of packing products before sending them out. Unboxing video after receiving Weight of the package before delivery (if any) Weight of the package after receiving a returned parcel (if any)
4. Seller shipped parcel but status isn't updated	Video showing the process of packing products before sending them out. Picture of the outer package with a clear shipping label. Evidence of delivery, such as a signed document, CCTV images when the delivery man picks up the package, or evidence when the seller drops the package at the branch. Additional information, such as the telephone number of a delivery man or car registration (if any).

Package damaged

Scenario	Require evidence
1. When the outer package is damaged or the outer package isn't damaged	Pictures of the four sides of the outer package with a clear shipping label. Pictures of damaged products. Total number of products and number of damaged products. Video showing the process of packing products before sending them out. (If any). Unboxing video after receiving (If any).

Note:

If the shipping status indicates the package is lost or damaged in the system and the order value is less than 3,600 baht, the seller will receive a refund automatically. Thus, there is no need to submit a ticket to make a claim. The refund will take approximately 1-2 days for the seller after the shipping status becomes lost or damaged. And the seller can check the refund via the Seller Center.
If the shipping status indicates the package is lost or damaged in the system and the order value is worth more than 3,600 baht, the seller needs to contact TikTok to request a refund.
We will not be able to process reimbursement for sellers if the seller refunds or compensates the buyer directly, which means the buyer has not submitted a refund or return and refund request through the platform's process.
Platform after-sales policy allows buyers to request a refund or return and refund within 7 days (from the date that a status changed to delivered). We recommend that the seller advise the buyer to follow the policy by requesting a refund or a return and refund through the order details page. If the buyer is unable to proceed, please have them contact us by clicking Contact TikTok for further assistance.
If the packaging does not meet the conditions specified by the platform, the claim requests may be rejected. Sellers can check for additional information at TikTok Shop Packaging Guidelines.

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