In this guide, we’ll explain how TikTok Shop’s dispute process works, what sellers need to know, and how to be prepared to avoid penalties and protect your store.
 

What is an After-Sales Dispute Escalation?

When a buyer is unhappy with their order (for example, the item is fake, broken, or never arrived), they are encouraged to first try resolving it directly with the seller.

If that doesn’t work, the customer can then escalate the issue to TikTok Shop, asking them to step in and make a decision as a neutral third party (this is called adjudication).

Not all disputes will be accepted by TikTok. For TikTok Shop to investigate a case, the following conditions must be met:

1. The order must have been made on TikTok Shop. Orders placed outside the platform (like WhatsApp or Shopee) are not eligible.

2. The dispute must be raised within a certain deadline. If the customer waits too long, TikTok won’t help. Deadlines vary by issue type (see next section).

3. The customer must not have already submitted two dispute requests for that same product. Maximum is two tries per order.

4. There should be no active return/refund case already happening. TikTok won’t step in if there's already a refund being processed.

Customers only have a limited window to escalate a problem. Here’s a summary:

If the buyer misses this window, TikTok Shop will not investigate, and the seller must work things out with the customer on their own.

What Happens After a Dispute Is Escalated

When a customer escalates a complaint (because they weren’t satisfied with the seller’s response), TikTok Shop gets involved and follows a clear 3-step investigation process:

Step 1: Supporting Document Review

• TikTok Shop starts by reviewing the customer’s evidence, such as photos, videos, order details, or chat history.

• If the platform needs more information (from either the customer or the seller), they will notify both parties.

Step 2: Outcome Determination

TikTok Shop looks at all submitted materials and makes a judgment on who is right:

• If the customer provides strong proof, TikTok Shop will rule in their favor.

• If the seller's evidence is stronger, TikTok Shop will reject the buyer's claim.

• If the buyer’s evidence is not enough, TikTok Shop may also side with the seller.

How long TikTok Shop takes to decide depends on the type of issue:

• Simple issues (e.g. wrong item, late delivery, damaged/lost parcel): TikTok Shop decides within 24 hours.

• Complex issues (e.g. counterfeit claims, product safety problems): TikTok Shop takes up to 5 calendar days.

Step 3: Resolution Notification

Once the platform decides, you will be notified via the TikTok Shop Seller Center (for sellers) and My Account (for buyers).

What TikTok Shop Sellers Should Prepare

When a dispute escalates to TikTok Shop, you must defend your case by providing specific supporting documents. The type of evidence depends on the customer’s complaint.

Buyer Claims They Didn't Return the Package

• Photo/video of the original parcel with shipping label clearly visible and intact.

• Screenshot of return tracking info (with timestamps and return number).

• Optional: Buyer-side unboxing or return receipt.

Product Is Damaged

• Photo/video of undamaged product before shipping.

• Proof of good item condition and intact packaging.

• Return-side evidence showing damage.

• Optional: Seller-side unboxing on return.

Buyer Returned Unstable/Unclean Item

• Clear images/videos of the returned product showing its poor condition.

• Evidence of original good condition before shipping.

• Unboxing of returned items showing tampering or contamination.

Missing Product or Components

• Photo/video proof showing all parts were included before shipment.

• Proof of item condition before packing.

• Unboxing video of returned parcel.

• Clearly labeled packaging to verify completeness.

Customer Returned the Wrong Item

• Photo/video of what was originally shipped (with readable shipping label).

• Video of incorrect item returned.

• Clear unboxing of the returned item.

• Proof of mismatched item type, quantity, or packaging.

Customer Chose the Wrong Return Reason

• Evidence that disproves the buyer's stated reason for return.

• Original packaging, product photos, and shipping details.

• Optional: Return unboxing showing the item matches the listing.

Other

• Any relevant proof that applies (based on your specific case).

• This is a general category used when the issue doesn’t fall under the main six.

You typically only have 1 working day to submit this evidence after TikTok Shop requests it. If you miss the deadline or submit insufficient documentation, the platform will assume the buyer’s claim is valid and automatically rule in their favor.
 

Appeals and Restrictions

While TikTok Shop aims to be fair and impartial in handling disputes, both sellers and buyers must follow strict rules if they want their case reviewed or re-opened.

If the platform decides against you, you can appeal the decision, but:

• You must file the appeal within 2 calendar days after the dispute is closed.

• Appeals are done through the TikTok Shop Seller Center.

• You’re allowed only one appeal per case, no second chances.

If you miss the deadline or use up your one appeal, you can’t challenge the decision again.

A buyer can submit a second escalation request only if:

• They voluntarily withdrew their first request, or

• TikTok reviewed the first one and ruled against them.

A buyer is allowed a maximum of two escalation requests per product/order.

Post-Judgment Actions for Sellers and Buyers

If TikTok Shop decides the customer’s claim is valid and you are responsible, you must:

1. Take action within 48 hours. This means you need to process whatever TikTok has ordered you to do, quickly.

2. What you may be required to do:

   • Refund the customer

   • Send a replacement product

   • Reship a missing or damaged order

3. You must pay for the shipping costs if applicable. For example, if a replacement is required, you're responsible for delivery fees.

4. If you don’t comply in time, TikTok’s payment system may automatically deduct money from your seller balance to enforce the judgment.

If the buyer is required to return the item:

1. Products that usually need to be returned:

   • Most items (like clothing, electronics, etc.)

   • Especially when the claim is about minor defects or wrong items.

2. Products that are not returned:

   • Counterfeit items (customers are told to dispose of them)

   • Hazardous or unsafe goods

   • Custom-made items (not reusable or resellable)

   • Completely destroyed products

If a product is being returned, the responsibility (and risk of damage/loss) is shared differently depending on the type of dispute:

• If the product is fake or seriously defective: The seller bears all the risk (e.g., breakage, loss during return shipping).

• If the issue is minor or not fraudulent: The seller bears risk of breakage, but the buyer may bear risk of loss.

In most cases, TikTok Shop holds sellers more accountable than buyers, so proper packing and documentation are essential.

Prevent & Win Disputes with the Right Tools

TikTok Shop’s After-Sale Dispute Escalation system is structured, strict, and time-sensitive. For sellers, this means you need to act fast, respond with evidence, and stay fully compliant to protect your store from losses or penalties.

From capturing proof, tracking logistics and managing manifests to handling after-sales processes, BigSeller gives TikTok Shop sellers the edge they need to prevent disputes, respond faster, and resolve issues with confidence.
 

Plus, with BigSeller’s product, order, inventory, and customer management tools, your entire TikTok Shop operation becomes more streamlined and dispute-resistant.

Sign up for BigSeller for free and gain control of your after-sales operations.

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