Summary
Policy restructured from third-person to second-person language and removed two conditional exclusions for platform support transfers. Substantive scope narrowed but core 24-hour response requirement unchanged.
Why it matters
Removal of two exclusions for platform support transfers may marginally increase response rate accountability. However, change is primarily presentational (tone shift). Practical impact minimal since core 24-hour and weekend rules remain identical.
Recommended action
Review removed platform support transfer exclusions; confirm current chat routing does not previously allow these transfers. No immediate operational changes required unless shop relies on these exclusions for compliance planning.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
If you have the Chatbot turned on, the 24-hour response requirement does not apply on weekends. However, all weekend messages must be answered by Monday 12 PM local time.
Casual or small talk replies (such as "Hi" or "Hello") do not count as valid responses. You must provide meaningful replies that address the customer’s inquiry for the chat to be counted.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
If you have the Chatbot turned on, the 24-hour response requirement does not apply on weekends. However, all weekend messages must be answered by Monday 12 PM local time.
Casual or small talk replies (such as "Hi" or "Hello") do not count as valid responses. You must provide meaningful replies that address the customer’s inquiry for the chat to be counted.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
Affects: Seller
If a customer accepts a transfer to speak with Tik Tok Shop's platform support after 24 hours with no response from a seller, it is included in the calculation and will impact the response rate.