Summary
Rewording from "Sellers/their" to "You/your" language in Customer Service Policy. No new requirements added; existing TikTok Shop Chat, team management, and operation hours rules restated in direct address format.
Why it matters
Presentation change clarifies accountability by shifting to direct second-person language. No behavioral changes required; sellers already managing these operations remain compliant without new actions.
Recommended action
Review updated language for clarity in team training materials. No operational changes needed unless internal documentation uses formal third-person references requiring alignment.
You should use Tik Tok Shop Chat to provide customer service where possible. You must ensure that you can be contacted through Tik Tok Shop Chat when selling on our platform.
When using Tik Tok Shop Chat to provide customer service, you must: Manage your customer service team or personnel at all times Manage your customer service team's account access and permissions appropriately Manage all activities and communications sent using your account
Manage your customer service team or personnel at all times
Manage your customer service team's account access and permissions appropriately
Manage all activities and communications sent using your account
You must set your shop's operation hours in the Seller Center. Operation hours will then be displayed to customers who message through Tik Tok Shop Chat.
You should use Tik Tok Shop Chat to provide customer service where possible. You must ensure that you can be contacted through Tik Tok Shop Chat when selling on our platform.
When using Tik Tok Shop Chat to provide customer service, you must: Manage your customer service team or personnel at all times Manage your customer service team's account access and permissions appropriately Manage all activities and communications sent using your account
Manage your customer service team or personnel at all times
Manage your customer service team's account access and permissions appropriately
Manage all activities and communications sent using your account
You must set your shop's operation hours in the Seller Center. Operation hours will then be displayed to customers who message through Tik Tok Shop Chat.
Affects: Seller