Summary
New appeal framework added for Seller-Fault Cancellation Rate enforcement: sellers can appeal SFCR violations twice within strict windows (30 days initial, 15 days for second), with seven defined acceptable scenarios including customer-initiated cancellations, carrier undeliverability, platform/ERP technical failures, and warehouse disruptions.
Why it matters
Sellers now have formal recourse against SFCR penalties but must act quickly and prove narrow scenarios. Missing 30-day appeal window forfeits remediation opportunity, directly exposing shops to account health deductions, decreased visibility, or suspension if SFCR exceeds 2.5% threshold.
Recommended action
Audit orders canceled past 90 days to identify recoverable appeals under new scenarios. Document platform/ERP technical failures contemporaneously. Set internal 20-day appeal submission deadline to ensure buffer before 30-day policy cut-off for any enforcement action.
Customer-requested cancellation: The order cancellation request was initiated by the customer. The customer either requested the cancellation by themselves or was unable to cancel it from their end.
Address is marked undeliverable by the carrier: The order cancellation was required because the customer provided an undeliverable address.
Order was dispatched prior to the auto-cancellation cut-off SLA: The order was auto-canceled due to the tracking status on the Tik Tok Shop not being updated before the auto-cancellation SLA cut-off.
Warehouse Disruptions:
The order cancellation was due to the US local fulfillment warehouse stopping service due to unexpected reasons, such as natural disasters or labor strikes, that caused the order tracking information to fail to be updated before the auto-cancellation SLA cut-off.
Technical issue on the Tik Tok Shop platform: The order cancellation was the result of technical issues with Seller Center that prevented order tracking information from being updated. The technical issue must persist and remain unsolved until after the auto-cancellation SLA cut-off.
Seller Enterprise Resource Planning (ERP) or Independent Software Vendor (ISV) technical issue: The order cancellation was due to an order sync issue caused by a system error with a seller's ERP or ISV that canceled orders from the seller's end.
Test Orders:
The order cancellation is part of a seller testing the transaction process on the platform for their shop. Orders placed for testing purposes must be canceled on the customer side, not the seller side. Appeals for seller cancellation will be rejected for more than 30 test orders.
No content was removed in this update.
Affects: Seller