What are the 'Significantly Not as Described' Item Guidelines (SNAD)

06/09/2025

The Importance of Accurate Product Descriptions

Have you ever made an online purchase that did not arrive as expected? A red purse that arrived pink, or a shoe with a one-inch heel rather than two? If so, it is likely you have experienced the negative effects of receiving a product that was significantly not as described.When buying online, consumers heavily rely on product photographs, videos, and descriptions to help them make a purchase. As such, misleading, irrelevant, or false product advertising negatively impacts a customer's buying experience. TikTok Shop strives to create a shopping environment that customers can have confidence in. As such, all sellers must ensure that their products are accurately described when marketing on our platform and abide by our TikTok Shop Significantly Not As Described (SNAD) Item Guidelines.

What is a 'Significantly Not as Described' Item (SNAD)?

A Significantly Not as Described (SNAD) Item is a violation reason given to shops when customers receive products that are not as described or do not match the seller's product description/listing pages. In general, sellers will receive a SNAD violation in the following non-exhaustive scenarios:

Scenario	Example (non-exhaustive)
The delivered item was significantly different from the product's description/listing page.	Customer buys phone; however, the seller sends the customer a towel. Customer buys red pants; however, the seller sends the customer green pants. Customer buys M-sized t-shirt; however, the seller sends the customer an L-sized t-shirt.
The delivered item was significantly lower in value than the advertised price on the product's description/listing page.	Customer buys an iPhone 12; however, the seller sends the Customer an iPhone 8. Customer buys a product advertised as "buy one get one free"; however, the seller only sends 1 item to the Customer.
The delivered item (or components of the item) was missing, or the seller sent an empty package.	A buyer buys a keyboard; however, the seller sends an empty package. There were missing items/product/components not sent to the buyer (that were promised on the product's description page).

How to Prevent SNAD Violations?

Ensure your product description page matches your product stock (shape, dimension, color, functionality, etc.).
Provide sizing guidance or charts to avoid customer confusion.
If you send a product in random color, ensure you state this clearly on your description page and communicate this with your potential Customer.
Do not use misleading product names and descriptions that do not describe your product.
Always ensure the condition of your products is acceptable and perform quality control before sending them out to customers.
Fraudulent and dishonest behavior is strictly prohibited in TikTok Shop. Remember that we constantly evaluate a shop's performance and customer feedback.
Monitor your Shop Health (Indonesia, Vietnam, Thailand, the Philippines, Singapore, Malaysia) and Product Ratings (Indonesia, Vietnam, Thailand, the Philippines, Singapore, Malaysia) to track your shop and product performance.
Ensure to solve any customer complaints and product issues as soon as possible.

How are the SNAD Item Guidelines Enforced?

Sellers who are found to violate our guidelines may have enforcement actions taken against their account based on the severity and frequency of the violation(s). A list of non-exhaustive examples of enforcement actions that we may take are:

Delisting product or product deactivation.
Freezing of products.
Formal warning messages.
Issuing violation points.
Temporary or permanent suspension of access to the TikTok Shop.
Temporarily or in serious cases, permanently withholding any balance (as defined below) and/or cancellation of any transactions associated within the seller's account.
Cancellation or withdrawal of any promotions and/or subsidies offered to the seller.
Deleting the seller's account.
Removing the seller's ability to review and approve customer-raised refund requests. The decision to approve a customer's refund request will be handled directly by TikTok Shop on behalf of the seller.
Deducting any monies due and payable to the seller as compensation made by the seller for any loss or damage to TikTok Shop and/or affected buyer(s) or other relevant third parties.
Any other enforcement actions listed in our TikTok Shop Significantly Not As Described (SNAD) Enforcement Policy (Indonesia, Vietnam, Thailand, Philippines, Singapore, Malaysia) and TikTok Shop Seller Performance Evaluation Policy (Indonesia, Vietnam, Thailand, the Philippines, Singapore, Malaysia).

How to Submit an Appeal

If a seller believes that an enforcement action was taken against them in error, they may file an appeal through the Seller Center by raising a ticket. TikTok Shop will then investigate the case and take corrective actions where applicable. In the course of an appeal, sellers may be required to:

Explain the reason for the appeal.
Provide proof or documentation to support the appeal.
Demonstrate rectifications made to prevent further SNAD penalties, such as:
- e.g., Inserting a size chart into all product display pages.
- e.g., Adding a clear color and size disclaimer in all listings ever since the issue was made known.
Explain what you will do to prevent future incidents.

Please note that sellers are responsible for collecting and preparing all supporting documents that may be required during a case investigation.To learn more about enforcement actions, and appeals, please visit our TikTok Shop Seller Performance Evaluation Policy (, , , , , ) and our TikTok Shop Significantly Not As Described (SNAD) Enforcement Policy (, , , , , ).

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