Shipping delays can happen, sometimes due to factors beyond your control, like missed pickups or closed drop-off points. Thankfully, TikTok Shop allows sellers to appeal fulfillment-related violations so your Late Dispatch Rate isn’t unfairly affected.

Here’s a clear breakdown of when and how to file an appeal, and what documents you’ll need.
 

Why You Should Appeal

• Protect your Late Dispatch Rate and avoid penalties. Make sure that shipping delays that weren’t your fault don’t hurt your shop’s delivery performance, which could lead to penalties.

• Prevent negative impact on your shop’s performance score. Keep your seller rating high by ensuring delays caused by others (not you) don’t lower your overall score.

• Resolve fulfillment issues fairly, especially when caused by your logistics partner or force majeure. You can appeal if the delay was due to something out of your control (like courier problems or natural disasters), so you won’t be unfairly punished.
  
   

How the TikTok Shop Fulfillment Appeal Process Works

If your order is flagged for late dispatch, follow these steps to submit an appeal and protect your shop’s performance score.

Step 1: Check Your Notifications

• Log in to your TikTok Shop Seller Center > Manage Orders to see if any orders have been marked as delayed.

• TikTok Shop will notify you if an issue has been detected.

Step 2: Prepare Your Appeal

• No penalties are applied immediately, you have the opportunity to submit an appeal if you believe the delay was not your fault.

• Gather supporting documents (e.g., chat logs with your logistics provider, photos, manifests) based on the specific issue.

Step 3: Submit Your Appeal

• Go to the appeal section in the TikTok Shop Seller Center and provide the required documents.

• Make sure all evidence has visible timestamps to prove your case.

Step 4: Wait for Review

• TikTok Shop will review your appeal within 24 hours and determine if the delay will count against your Late Dispatch Rate.

• If your appeal is successful, your shop’s performance score will not be negatively affected.
   

Required Documents for TikTok Shop Fulfilment Appeal

1. If Your Orders Were Picked Up by the Logistics Provider

Scenario A: LSP Didn’t Show Up

• Screenshot or voice note showing you followed up.

• CCTV or photo proof that the package was ready for pickup.

• Dispatch manifest with order ID and timestamp.

Scenario B: LSP Came But Couldn’t Fit Package

• Chat or voice note showing insufficient capacity.

• Pickup manifest with handover details.

• Photo of the LSP's full vehicle with timestamp.
   

Scenario C: LSP Picked Up On Time but Scanned Late

• Photo proof of handover with timestamp.

• Pickup manifest showing order IDs and handover time.

Scenario D: Force Majeure (e.g. flood, lockdown)

• News or weather reports with timestamps.

• Photos or videos showing packages were damaged, lost, or affected.
   

2. If You Dropped Off the Orders Yourself

Scenario A: Dropped Off On Time, But Scanned Late

• Photos/videos of you at the drop-off point with a package.

• Drop-off manifest showing order IDs and time.
   

Scenario B: Drop-Off Point Was Closed

• Time stamped photos/videos proving you were there, but it was not operating.

Scenario C: Drop-Off Point Rejected Package or Refused Manifest

• Screenshot or voice recording of your conversation with the LSP.

Scenario D: Force Majeure

• Same as above: official reports or news with clear timestamps.
   

Tips for a Strong Fulfillment Appeal

To increase your chances of winning a late dispatch appeal:

• Include visible timestamps. Make sure your package photo or manifest shows the date and time clearly. This proves when the order was actually packed or handed to the courier.

• Keep communication records with your logistics partner (LSP). If the delay was caused by the courier, keep chat screenshots, emails, or any proof that shows it wasn’t your fault.

• Submit all required documents at once. Don’t delay your appeal by sending incomplete info. Prepare everything from photos, tracking details, manifest to chat records and upload them together.
   

Use BigSeller to Strengthen Your Fulfillment Appeal Proof

When appealing late dispatch violations on TikTok Shop, having accurate, timestamped evidence is crucial. Using BigSeller will give you a big advantage as it helps you with:

Capture Proof
With BigSeller’s Capture Proof feature, you can take photos of packages at the time of dispatch for Shopee, Lazada, and TikTok Shop orders. These images are saved in your BigSeller account for 30 days and can be used as supporting evidence when facing return disputes or submitting platform appeals.
 

Logistics Tracking
BigSeller also allows you to track the logistics status of your orders in real-time. If you’re dealing with an issue like scanned late by LSP, you can screenshot or download tracking data to support your appeal.
 

Manifest Manage
You can also generate and print delivery manifests directly from BigSeller and have them signed by couriers during pickup. These signed documents act as proof of pickup, especially useful in cases of package loss or force majeure claims.
 

Instead of manually digging for old photos or messages, BigSeller helps you centralise everything, from shipping images to tracking info and courier signatures, in one place. This makes it easier to defend your shop performance and avoid penalties.

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