Customer Service Policy

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 You must set your shop's operation hours in the Seller Center.

Operation hours will then be displayed to customers who message you through Tik Tok Shop Chat.

Prohibited Communications and Content You must use appropriate language and act professionally when communicating with customers through Tik Tok Shop Chat.

If you experience any prohibited behavior from a customer, you can raise a ticket in Seller Center.

When raising a ticket, you should submit relevant supporting materials such as historical communications with the customer.

Tik Tok Shop will investigate any reported communications and make a decision regarding your performance evaluation.

The behaviors listed below are strictly prohibited.

Tik Tok Shop reserves the right to take action if you violate this policy.

The severity of the action will depend on the type of violation.

Actions may include, but are not limited to, deducting points from your Account Health Rating (a metric that measures your performance against our policies and targets).

Minor Exploitation & Abuse You are prohibited from communicating or sending any messages to customers that contain or allude to Child Sexual Abuse Materials (CSAM), grooming, sextortion, sexual solicitation, pedophilia, and physical or psychological abuse of minors.

You must not promote or redistribute any content that contains or alludes to CSAM, sextortion, grooming, or similar.

You must also adhere to the Tik Tok Community Guidelines Harassment, Bullying, and Hateful Behavior Tik Tok Shop strictly prohibits any harassment, slander, bullying, or hateful behavior.

All communications with customers must adhere to the Tik Tok Community Guidelines, as well as our Seller Terms of Service.

Illegal Activities and Promoting Prohibited Products You are prohibited from promoting illegal activities to customers through Tik Tok Shop Chat.

These prohibited activities include, but are not limited to, the following actions: The sale or promotion of prohibited, counterfeit, and illegal products Any form of gambling or incentivizing customers and users to engage in gambling Any fraudulent activities and scams Any action that could potentially deceive customers in order to gain unlawful advantages or benefits Sending viruses, malicious code, or software to customers or users Intellectual Property You are strictly prohibited from infringing, encouraging, or enabling the infringement of the intellectual property or personal rights of others.

This includes but is not limited to, transmitting texts, images, photos, software, or other materials protected by copyright or trademark rights.

Learn more about our Intellectual Property Policy.

Data Privacy To promote customer safety, Tik Tok prohibits you from disclosing customers' personal information.

You are also prohibited from using customers' personal information in any way other than to fulfill orders placed on Tik Tok Shop.

Pornography, Adult Nudity, and Sexual Content You are prohibited from communicating or sending any messages to customers that contain or allude to pornography, sexual behavior, or adult nudity.

You must also adhere to the Tik Tok Community Guidelines.

Soliciting Additional Payments You are strictly prohibited from soliciting additional payments for purchases made on Tik Tok Shop, either on-platform or offline.

This includes, but is not limited to: Additional purchases Add-on purchases Increasing the price Return fees Shipping fees Return shipping fees Exchange fees Stocking or restocking fees Warranty or extended warranty fees Redirecting Customers From Tik Tok Shop To promote customer safety, Tik Tok Shop prohibits any attempt to bypass Tik Tok Shop's sales process or redirect users to other websites or sales processes.

Prohibited behaviors include, but are not limited to: Soliciting any customer's personal information Diverting transactions off of Tik Tok Shop Soliciting additional payments of any kind Sending any unauthorized third-party information to customers.

This includes, but is not limited to, unauthorized third-party links, bank accounts, third-party payment accounts, QR codes, other instant communication accounts, email addresses, offline store addresses, and contact information.

Offering customers an off-platform return and/or refund.

All return and refund requests must be carried out through Tik Tok Shop.

Refer to our Customer Order Cancellation, Return and Refund Policy.

Asking customers to cancel an order.

Refer to our Guide to Managing Order Cancellations Prompting customers to purchase items through external links, usernames, or websites, or adding your contact information in video and product descriptions or direct messages Sharing promotions such as discounts, free shipping, or wholesale prices that take place off of Tik Tok Shop.

If you attempt to redirect traffic in any way, you may be subject to enforcement actions in accordance with our Seller Enforcement Policy.

Learn more about Redirecting Traffic Soliciting Feedback and Tampering You must not use Tik Tok Shop Chat to solicit, incentivize, or offer customers any form of monetary or non-monetary reward in exchange for a positive review or altered feedback.

You must also ensure that all communication with customers adheres to our Review Policy.

Spamming or Unsolicited Marketing Tik Tok Shop prohibits unsolicited marketing or promotional messages to customers.

This includes, but is not limited to, sending spam or any repeated advertising information without the customer's consent.

As a Tik Tok Shop seller, you may not send SMS messages to customers unless the customer has explicitly opted into receiving such communications with you off-platform.

Communication Service Requirements You must comply with the following requirements when providing customer service.

Before-sales Service