1. Overview

• This TikTok Shop by Tokopedia After-Sales Dispute Escalation Handling Policy (hereafter referred to as "this Policy") details the baseline requirements for After-sales dispute handling. It also explains TikTok Shop by Tokopedia (hereafter referred to as "the Platform") principles, procedure, and basis for dispute handling and resolution.
• The Platform may take enforcement action as set out in the Seller Performance Evaluation Policy, this Policy, any other Platform Policy, and the Seller Terms of Use.
• This Policy applies to Sellers and Customers.
• This Policy is not exhaustive, and Sellers are solely responsible for ensuring that they do not engage in any practice that is prohibited under this Policy, and that they comply with applicable laws and regulations, and all Platform Terms and Policies.
• Sellers may wish to seek independent legal advice if they have questions about the laws and regulations concerning their practices.
• Our Policies are updated periodically. We will notify you in advance of changes to this Policy in accordance with the applicable laws and regulations. Please see the Seller Terms of Use for details of how we may make changes to our terms and policies. Sellers are responsible for checking this page regularly to ensure they comply with our polices.

2. Definitions

• After-sale Dispute refers to a dispute that arises between a Customer and a Seller following the status update of the Customer's order being changed to "Delivered".
• Customer refers to an individual who has purchased a product from a Seller on the Platform.
• Seller refers to a seller on the Platform.
• Terms and Policies refer to the Seller Terms of Use, as well as the policies listed on the TikTok Shop by Tokopedia Policy Center.

3. Aftersales Dispute Eligibility Criteria

• The product that the Customer ordered was not delivered to them;
• The order that the Customer received was damaged, defective, or was not consistent with the product listing; or
• The Customer did not receive the expected refund for their return, even though their return was valid and compliant with the Order Cancellation, Return and Refund Policy.

• The platform will only handle an Aftersale Dispute between a Seller and a Customer if:
  • The dispute was raised within the aftersales period.
• One of the following issues is in dispute:

4. Dispute Resolution Process

• If the After-sales Dispute fulfils the After-sales Dispute Eligibility Criteria contained in Section 3 of this Policy, the Platform will follow the dispute resolution process in this section and will notify the Seller.

4.1 Submitting Supporting Documentation

• Both the Customer and Seller must submit relevant documentation supporting or contradicting the issue raised in the After-sales Dispute to the Platform;
• If requested by the Platform, Sellers must submit any documentation supporting their standpoint within 24 hours after receiving the Platform's request;
• All documentation submitted to the Platform must be authentic, complete, and accurate. The submitted documentation must be relevant to the After-sales Dispute;
• The Platform will review any documentation submitted by the Customer and the Seller;
• If the Platform determines that it requires additional information or documentation to adjudicate the After-sales Dispute, the Platform will request it from the Customer, the Seller, or both the Customer and the Seller; and
• The platform will review all documentation submitted. Where applicable, the Platform can also review relevant third-party information. The Platform will issue a decision to both the Customer and Seller after its review.

4.2 Dispute Cancellation

• If an After-sale Dispute is withdrawn by the Customer, the Customer can initiate a new After-sale Dispute as long as it is still within the After-sale-Dispute period outlined in Section 3.
• The Platform will cancel its adjudication of an After-sale Dispute if the Platform has knowledge of:
  • The Customer and Seller mutually agreeing to resolve the dispute between themselves; or
  • The Platform is informed that the Customer or the Seller have started a judicial process via the courts, a regulatory body, external mediation, or any other dispute resolution process.

4.3 Aftersale Dispute Decision

• The Platform aims to deliver its decision on an After-sale Dispute to both the Seller and Customer within 72 hours of receiving all requested documentation from each party.
• The Platform's assessment of and decision in relation to any After-sale Dispute will be based on relevant data in its possession (such as order details), relevant third-party information and the documentation submitted by both the Customer and the Seller.
• The Platform will take reasonable steps to inform the Seller and Customer if it requires additional time to review the submitted documentation.
• The Platform's decision on the After-sales Dispute can have the following outcomes:
• If the submitted materials support the Customer's After-sale Dispute claims, the Platform will decide in favour of the Customer; or
• If the submitted materials support the Seller's position, the Platform will decide in favour of the Seller and reject the Customer's After-sale Dispute claim.
• Once a decision is made by the Platform, it will notify the Customer and Seller simultaneously. Sellers can check the decision details through the Seller Center. The Seller should take the actions indicated in the decision, if any.
• To the fullest extent permitted by law, the Platform will not be liable for any losses (whether direct or indirect) that a Seller may endure as a result of any After-sale Dispute decision.

4.4 Challenging the Aftersale Dispute Decision

• If the Customer is not satisfied with the After-sale Dispute decision, they can raise another After-sale Dispute with the Platform. A Customer may submit up to 2 After-sale Disputes per product listing.
• If the Seller is unsatisfied with the After-sale Dispute decision, they can raise a ticket via the Seller Center to challenge the After-sale Dispute decision.
• Either request above must be raised within 48 hours after being notified of the After-sale Dispute decision.

4.5 Post Dispute Actions

• If the Platform decides the After-sale Dispute in favour of the Customer, the Seller must take all necessary actions as indicated in the decision after being notified of the Platform's decision or, within 48 hours after the decision becomes final and a challenge can no longer be filed by the Seller.
• Examples of actions that a Seller may be required to take following an After-sale Dispute include:
  • Refund or replacement of products;
  • Sending any missing products; or
  • Any other reasonable remedy determined by the Platform and included in the final decision communicated to the Seller.
  • If any shipping fees are involved, the Seller must bear the shipping fee.
• If a Seller fails to take the necessary steps in line with the actions as indicated in the decision, the payment service provider of the Seller will automatically deduct the payments from the Seller that are necessary to cover the Seller's obligation to Customer.
• Customers will generally be required to return the product to the Seller except when the product is not suitable for a return (e.g., counterfeit, wholly damaged, lost or customized products). Under these circumstances, a refund will be processed without a product return.