AddedCustomer Service Policy
Response Time
Sellers must respond to all inquiries within 24 hours. When Chatbot is enabled, this requirement does not apply on weekends, but weekend messages must be answered by Monday 12 PM local time.
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Sellers must respond to all inquiries within 24 hours. When Chatbot is enabled, this requirement does not apply on weekends, but weekend messages must be answered by Monday 12 PM local time.
Sellers must not send SMS messages unless the customer has explicitly opted in off-platform.
Showing 81–100 of 404
Sellers are strictly prohibited from violating, encouraging, or enabling the violation of the intellectual property or personal rights of others. This includes transmitting texts, images, photos, software, or other materials protected by copyright or trademark
Selling or promoting of prohibited, counterfeit, and illegal products
Summary
Section restructured under "Illegal Activities" heading. Five prohibited behaviors (counterfeit/illegal products, gambling, fraud, deceptive practices, malware) moved from inline narrative to bullet-list format. No new restrictions introduced.
Affects: Seller
Sellers are prohibited from sending messages that contain or suggest Child Sexual Abuse Materials (CSAM), grooming, sextortion, sexual solicitation, or pedophilia. Sellers must also not send messages depicting physical or psychological abuse of minors. Sellers
Summary
Prohibited seller communication rules on minor exploitation, grooming, CSAM, and harassment restructured and clarified. No new enforcement actions or requirements introduced.
Affects: Seller
Sellers must communicate professionally, provide accurate information, and comply with all applicable TikTok Shop policies when interacting with customers. | Sellers should use TikTok Shop Chat to provide customer service where possible. Sellers must ensure th
Summary
Policy restructured to clarify existing customer service requirements: professional communication, TikTok Shop Chat usage, team management, and operation hours. No new behavioral mandates or enforcement mechanisms introduced.
Affects: Seller
Product-related consultations and general inquiries
Summary
Policy page restructured with added section listing five customer service categories: product consultations, shipping inquiries, order support, returns/refunds, and complaints. No new requirements introduced.
Affects: Seller
Customers may raise after-sales inquiries or complaints on topics such as order cancellation, shipping details, shipping status, returns and refunds, and other warranty requests. You must respond to customer inquiries within 24 hours of receiving the message.
Summary
Customer Service Response Time (After-sales) section removed; consolidated into simplified Customer Service Policy with same 24-hour and 90% response rate requirements restated in new format.
Affects: Seller
Customers may raise inquiries about the product, logistics, warranties, and/or anything else relevant to the product or brand, before an actual purchase. You must respond to customer inquiries within 24 hours of receiving the message. When the Chatbot is turne
Summary
Old detailed before-sales and after-sales customer service sections removed and consolidated into simplified policy summary. 24-hour response requirement and accuracy rules restated verbally but now embedded in broader "professional service" language.
Affects: Seller
Customer Service Policy05/26/2026Key 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 paym
Summary
Policy document restructured to highlight key points at top (updated date 06/09/2026). Full prohibited behavior sections removed from captured text. No new requirements introduced, existing seller service obligations unchanged.
Affects: Seller
Rejecting category qualification applications | Deducting points the seller’s Account Health Rating
Ensure the choking hazard warning is clearly displayed in the product listing. | Include a compliant warning label on product packaging.
Date: Testing must be completed within the last 180 days. | Match: The product must match the invoice, and the brand or manufacturer must match the seller account.
Name of establishment. The name must match with the manufacturer, importer, or repacker as indicated on the product label | The FDA registration must be active at the time of submission
Show all sides of the product. | Sterilizers or products claiming sterilization must display an EPA Establishment Number on the label or packaging.
TikTok Shop reserves the right to verify the submitted documentation by contacting the product vendor listed on the invoice
A valid electrical safety marking, either embossed on the product or applied as a sticker.The marking can also appear on the packaging.Stickers must be flat, with no creases or peeling edges.Double stickers are not allowed. | Stickers must be flat, with no cre
Summary
Electrical safety marking requirements for baby/maternity products restated with visual standards: stickers must be flat with no creases/peeling, double stickers prohibited, FCC marking required for Bluetooth/WiFi devices.
Affects: Seller, Listing
The date of issue (must be within the last 365 days) | A clear description of the tested product
Summary
Test report section restructured into standalone subsection with itemized requirements. No new substantive requirements added; all details already appeared in prior policy text.
Affects: Seller, Listing
Show all sides of the product and packaging | Ensure all information on the product and packaging is visible and legible, including product description, warning logos, and any other required information
Summary
Product Label Images section restructured and clarified. Requirements already existed in old policy; new snapshot restates them more explicitly under dedicated section heading.
Affects: Seller, Listing
A screenshot of the FDA Establishment Registration number (21 CFR Part 807) from the FDA Unified Registration and Listing System (FURLS) | A screenshot of the FDA Device Listing (21 CFR Part 807) from FURLS
Summary
New FDA documentation requirement for Class I medical devices: sellers must submit screenshots of FDA Establishment Registration and Device Listing from FURLS, including establishment name, address, operation type, and validity confirmation. All documents must be authentic and unmodified.
Affects: Seller, Listing