1. Overview

• This Seller Performance Evaluation Policy (hereafter referred to as "this Policy") details the enforcement action TikTok Shop by Tokopedia (hereafter referred to as "the Platform") will take against Sellers for violating its Terms and Policies and how Sellers can appeal against such enforcement action.
• The Platform may take enforcement action as set out in this Policy, any other Platform Policy, and the Seller Terms of Use.
• This policy applies to Sellers only.
• 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 generally notify you in advance of any changes to this Policy. 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 Policy.

2. Violation Points

Violation Points work as follows:

• Violation Points are issued for violations of our policies.
• The number of Violation Points issued corresponds to the severity and impact of policy violations.
• When accumulated Violation Points reach certain milestones referenced in section 6 below, the Platform will take the corresponding enforcement action.
• Violation Points incurred by each violation will be automatically cleared every 90 calendar days unless the Seller has accumulated 48 points.
• The Platform may take any additional necessary corrective actions and controls in addition to violation points.

3. Associated Accounts Enforcement Actions

• Associated Accounts refer to Seller accounts, other Creator accounts, or any other type of TikTok platform account which the Platform reasonably determines to have sufficient connections to indicate an existing relationship between the owners of the relevant accounts.
• If the Platform finds that a Seller account has Associated Account(s), and such accounts have violated our Terms and Policies or any applicable laws, we may take enforcement action against the Seller and the Associated Account(s).
• The enforcement action(s) taken against the Associated Account(s) will depend on the severity of the violation. The Platform will determine the severity of any enforcement action acting reasonably, but in its sole and absolute discretion.

4. Policy Violations

The table below contains a non-exhaustive list of policy violations for which sellers may receive Violation Points and enforcement actions (see section 7), which may include account deactivation. We may apply more Violation Points and take more severe enforcement actions for repeated violations.

5. Milestone Enforcement System

Where violations of our policies and guidelines occur, the Platform reserves the right to take necessary corrective enforcement actions on sellers. Sellers who accrue a certain amount of Violation Points will reach various enforcement thresholds where enforcement actions will be taken against their account based on the number of points accumulated.
The chart below illustrates the relationship between enforcement actions and the number of accumulated violation points a seller incurs. Please note that multiple enforcement actions may be taken depending on the type of violation committed by the sellers.
Formal warning messages will be sent to sellers 5 points before reaching each enforcement threshold.

6. Enforcement Actions

In addition to the examples in Section 5, we may take additional enforcement actions for breaches of our policies, guidelines, or terms of service. A non-exhaustive list of the actions we may take include:

• Formal warning messages.
• Suspension of listing privileges.
• Delisting products.
• Suppression of user traffic for the seller's ads, livestreams, videos and listed products
• Removing the seller's listed products' eligibility for Shopping Center recommendations.
• Placing an order and product listing volume limit on the seller's shop.
• Temporary or permanent withdrawal of seller benefits.
• Temporary or permanent suspension of the seller's enrollment of Affiliates and other events.
• Temporary or permanent suspension of access to the Platform.
• Temporarily or in serious cases, permanently withholding any balance and/or cancellation of any transactions associated within the seller's account.
• Cancellation or withdrawal of any promotions and/or subsidies offered to the seller.
• Deleting the seller's account.
• Commencing legal action against the seller.
• Applying an extended settlement period to the seller's shop
• Reporting the seller to the relevant regulatory authorities for prosecution (we reserve the right to provide any necessary information about the seller's account to regulatory authorities).
• Removing the seller's ability to review and approve customer-raised refund requests. The decision to approve a customer's refund request will be handled directly by us on behalf of the seller.
• Deducting any monies due and payable to the seller as compensation made by the seller for any loss or damage to us and/or affected buyer(s) or other relevant third parties.

7. Withholding Balance

In addition to the Platform's rights listed above, if we reasonably believe that a seller has violated this policy, any of our Policies or our Seller Terms of Service then any monies due or that may become due to the seller (including but not limited to sales proceeds) (collectively referred to as "Balance") may be temporarily withheld from the seller. This decision can be made at the Platform's sole discretion and without prior notice to the seller, although we will notify you if it places this restriction on your account.
Such withholding of the Balance may be done for the longer of:
(a) 180 calendar days from the date of the Platform's notification of the suspension; or
(b) The completion of the Platform's investigation into the seller's suspected breach.
If the Platform determines (acting reasonably) that the seller's breach of this policy or any of our policies has caused the Platform, buyer(s) or other third parties any loss or damage, including operating costs of any associated investigation, the seller may be required to compensate, out of the Balance, the Platform and/or affected buyer(s) or other relevant third parties. Once the compensation has been paid out, the remaining Balance will be returned to the seller.
A seller may file an appeal against this enforcement action in accordance with section 9 below.
If the appeal is successful, the Platform will release the monies due to the seller.
The Platform may withhold your balance in the following, non-exhaustive violations:

• Significantly Not As Described (SNAD) products
• Fake or fraudulent orders
• Unauthorised access
• Negative account balances
• Abuse of platform incentives

8. Appeal

• If a Seller believes that enforcement action was taken against them in error, they may appeal through the appeal functionalities provided by the platform in the enforcement action notification.
• The Platform will then investigate the case and take corrective action where applicable.
• Please note that submitting an appeal does not guarantee a successful outcome for the Seller.

8.1 Appeal Procedure

• Sellers can raise a maximum of two appeals against one enforcement action.
• The first appeal must be raised within 30 days from the day on which the Seller is notified about the enforcement action. The second appeal must be filed within 15 calendar days after the rejection of the first appeal. Appeals are not available after this time.
• Violation Points incurred by each violation will be automatically cleared after 90 calendar days, unless the Seller has accumulated 48 points.
• Any appeals raised after the timelines stipulated above will not constitute a valid appeal and will not be reviewed by the Platform.

8.2 Appeal results

• The Platform will evaluate a Seller's appeal and will aim to inform the Seller of the outcome or make a request for further information without undue delay. Sellers will also be informed of the possibility of out-of-court dispute settlement and other available possibilities for redress.
• The decision made by the Platform regarding the Seller's appeal shall be notified to the Seller without undue delay.
• If the Seller's appeal is successful, the Platform will remove any penalties issued and/or restore any withdrawn privileges to/from the Seller.
• All decisions made by the Platform are at the Platform's sole discretion and are non-discriminatory, diligent and non-arbitrary. Regardless of the out-of-court dispute settlement process and mediation procedures offered by the Platform, a decision is final after the second appeal is rejected.