Where Can I Appeal against my Violation?

If you receive a notice or warning and believe TikTok Shop made an error, you may appeal by raising a ticket/appeal in the TikTok App.
Mobile App

1. From the Account Standing page, click on "Violation Records".
2. Click on the specific violation that you wish to appeal against.
3. Toward the bottom of the Violation Details and click on "Appeal."
4. Fill in your appeal reason and submit any applicable supporting documents. Then, click "Submit."
5. We will review your case and inform you of your appeal outcome.

PC

1. Go to the specific violation you wish to appeal against, then click on "View Appeal" under the "Actions" column.
2. Fill in your appeal reason and submit any applicable supporting documents. Then, click "Submit".
3. We will review your case and inform you of your appeal outcome.

Submission of Supporting Documents

When submitting appeals, we require Creators to provide information and supporting documents to help us with our investigation. These include:

• A clear explanation of why the Creator feels that the enforcement action was taken against them in error.
• Relevant supporting documents (see below).
• Any additional materials or information that may be required by us.

Complete and accurate information and supporting documents may increase your chances of a successful appeal. However, TikTok Shop will make the final decision (acting reasonably based on the information provided) in its sole and absolute discretion.

Supporting Documents for Appeal

Below is a non-exhaustive list of the supporting documents that must be provided during an appeal, listed by type of notice or warning. Please ensure that you submit the relevant supporting documents that correspond to your notice or warning received.

Conflicting or Inconsistent Claims - Certifications

Unverified claims about a product's certifications or awards.

• Proof of valid certification(s) (patent/endorsement/awards) the product has received (patent/endorsement/awards) as stated in the promoted content, such as:
  • FDA-issued certifications, or other local or international legislative or regulatory bodies. Valid certifications may be identified by an official issuing institution or organisation, certification issue or expiry date, certification number, signature by the issuing party, and the name of the product/ brand. The certification may also be printed on product packaging or on the product(s) themselves.
• Screenshots of official certification(s)/patent verification sites containing certification(s)/patent number(s) of product(s).
• Official endorsement contract(s).

Conflicting or Inconsistent Claims Violation - Product Origins

Claims about a product's origins that conflicted with the information in its corresponding listing details.

• Proof of the product's origin information as mentioned in the Livestream/video content, such as:
  • Product packaging or product(s) with mention of the place of origin.

Conflicting or Inconsistent Claims - Return/Refunds/Services

Claims about product returns and refunds that conflicted with the information in its corresponding listing details.

• Proof of the return and refund services as mentioned in the Livestream/video content, such as:
  • Screenshot(s) of order containing evidence of a processed return/refund based on the information mentioned in the Livestream/video.

Conflicting or Inconsistent Claims Violation - Shipping and Logistics

Claims about a product's shipping or logistics that conflicted with the information in its corresponding listing details.

• Proof of the logistics information as mentioned in the Livestream/video content (i.e. shipping terms), such as:
  • A copy of the air waybill with mention of the logistics provider;
  • Screenshot(s) of order with mention of the shipping fee.

Counterfeit Product Promotion

Promoting content related to suspected counterfeit products.

• Trademark registration certificate; OR
• A chain of authorisation documents from the brand owner, with the brand's official seal, such as Power Of Attorney (POA)/ Letter of Authorisation (LOA); OR
• Purchase invoice (the quantity and model of the invoice must be consistent with the goods in question). If the purchase invoice is not available, the purchase list and receipt of the corresponding invoice must be provided.

Detailed requirements regarding invoices (if they are provided as part of the supporting documents):

• The invoice must have been issued before delivery.
• The name of the invoice must be consistent with the name/subject of the penalised shop. If the two do not match, proof of the relationship between the invoice title and the shop must be provided.
• If the invoice is reissued, a reissue certificate must also be provided.

Exaggerated Descriptions or Absolute Claims Content

Sharing exaggerated descriptions or absolute claims that could potentially mislead users.

• Credible and verifiable proof that the promoted absolute claim corresponds with the description on the product package, or as otherwise stated.
• Independent, credible and verifiable proof that demonstrates that the absolute claims are legitimate. Examples include (but are not limited to): results from credible and authorised tests, reports, or research; legitimate website or certificate from a credible source that supports the claim(s).

Inappropriate Promotional Behaviour - Minor Safety

Featuring children/minors promoting products without any accompanying adult present.

• Valid proof that the Creator in question is not a minor as defined by local laws, such as:
  • Copy of National identification Card; OR
  • Copy of passport; OR
  • Copy of driving licence.

Knockoff Product Promotion/Listing

Promoting content related to suspected knockoff products.

• Trademark certificates OR trademark application documents (only applicable to Southeast Asia markets) of the product(s) (in the country where they are registered and sold); AND
• Photographs of the above-mentioned trademarks that are included on the product(s) (that are being judged as knockoffs). This may include having the above-mentioned trademarks on the product(s), care label(s), or product hang tag(s).

Misleading Functionality and Effect

Unproven or exaggerated information about a product's performance of functionality.

• Credible and verifiable proof that the promoted effects correspond with the description on the product package, or as otherwise stated.
• Independent, credible and verifiable proof that demonstrates that the claim has been approved and legitimate. Examples include (but are not limited to): results from credible and authorised tests, reports, or research; legitimate website or certificate from a credible source that supports the claim(s).

Unoriginal Content

If your content is flagged as Unoriginal, you can appeal by providing either of the following:Option A: Proof of OwnershipShow that you created the content by submitting all of the following:

• A photo of yourself in the livestream/video setting.
• A photo of the background/film set matching the livestream/video.
• At least one physical product featured in the livestream/video.
• The filming equipment used (e.g., ring light, camera, tripod, phone, laptop).
  • Note: Editing software does not count as filming equipment.

Option B: Proof of AuthorizationProvide an Authorization Letter from the original creator that clearly states you have permission to use the content. The letter must include:

• For collaboration between two parties, include all of the following:
  • Both parties’ handles.
  • Video ID(s) you are authorized to use (or a statement covering all content).
  • Original creator’s signature or company stamp.
• For authorization across multiple parties, include all of the following:
  • Original creator’s handle.
  • A list of all authorized creators’ handles (including yours).
  • Video ID(s) you are authorized to use (or a statement covering all content).
  • Original creator’s signature or company stamp.

Trademark Infringement (Infringement is in the Livestream/video content)

Unauthorised use of or infringement on the trademarks of others.

• Letter of authorisation by the brand owner to validate the use of the brand that was featured in the Livestream/video.

Trademark Infringement (Infringement is related to the product)

Unauthorised use of or infringement on the trademarks of others.

• Photographic evidence that the product being featured is also available on the original/authentic brand's official website; OR
• Letter of authorisation by the original/authentic brand owner to manufacture the particular brand's product being featured; OR
• Letter of authorisation by the original/authentic brand owner for the Creator to use the particular brand name in the Livestream/video.

Appeal Timeline

Each warning or notice is eligible for a one-time appeal, which must be filed within 30 calendar days from the date of issue. We endeavour to respond to you within 7 working days regarding the outcome of your appeal.

Frequently Asked Questions

When will my violation points be reset/removed?

• Violation Points will automatically reset every 90 calendar days from the date they were issued.
• You may choose to take the Creator Quiz if it is available to you in your Account Standing page. Answering the relevant quiz questions correctly will result in the reduction of your violation point(s).

What can I do to prevent incurring more violation points?

• Please visit our Policy Center regularly to stay updated with our policies and guidelines.
• Review your Account Standing page frequently.
• You may submit an appeal if you disagree with our enforcement action(s).

Will TikTok Shop warn me if I receive a violation?

• Yes, a violation ticket will be issued to you when you commit a violation.
• More information can be found in your Account Standing page.

What happens if my appeal is successful?

• You will be informed accordingly of the outcome of your appeal. If your appeal is successful, TikTok Shop will remove any penalties issued and restore any withdrawn privileges. Conversely, if your appeal is unsuccessful, TikTok Shop will maintain the penalties issued and the withdrawal of privileges.

Please click here to learn more about our TikTok Shop Content Guidelines.