Summary
Sellers must provide professional, timely, and accurate customer service via TikTok Shop Chat, avoid harassing or soliciting off-platform transactions, and maintain a 24-hour response rate of 90% or higher.
Why it matters
This policy sets clear customer service standards that sellers must meet to maintain good standing, impacting seller operations and customer interactions. Non-compliance could lead to enforcement actions or reduced seller reputation.
Recommended action
Sellers should review and update their customer service processes to ensure compliance with the 24-hour response rate and communication standards, and train staff accordingly.
Key Points:
Sellers must provide professional, timely, and accurate customer service through Tik Tok Shop Chat. Sellers must not use customer communications to harass users, solicit off-platform transactions, request extra payments, or misuse customer data. Sellers are expected to maintain service quality standards, including a 24-Hour Response Rate of 90% or higher.
Sellers must provide professional, timely, and accurate customer service through Tik Tok Shop Chat.
Sellers must not use customer communications to harass users, solicit off-platform transactions, request extra payments, or misuse customer data.
Sellers are expected to maintain service quality standards, including a 24-Hour Response Rate of 90% or higher.
No content was removed in this update.
Affects: Seller