What is the "100% Authentic" label?

The "100% Authentic" label reassures potential customers that the products they will purchase are authentic. You are required to ensure that products marked as "100% Authentic" are genuine and come with proof of authenticity.

How does the "100% Authentic" label work?

The "100% Authentic" label will be applied to products that have a valid brand authorisation letter or letter of authorisation.
The customer will be able to see the "100% Authentic" label in the following places:

How are suspected counterfeit items handled?

• Customers who receive a product with the Pasti Ori (100% Authentic Guarantee) label can submit a return request under the reason “Suspected Counterfeit Product” within 6 calendar days after the order is confirmed as received by the logistics provider.
• If a customer selects "Suspected Counterfeit" as the refund/return reason for a product tagged as "100% Authentic", the dispute details will be displayed in the Seller Center.
  • Note: We will manage the arbitration process. You will not need to accept or decline the return/refund.
• You will need to submit relevant evidence to prove the authenticity of the product on the Seller Center within 48 hours.
• If the product is proven to be counterfeit, customers will be entitled to:

1. A full refund of the purchase amount by sellers
2. Additional compensation of up to 1x the product value by platform (maximum IDR 20 million)
3. Free return shipping (unless they choose to return the product via their own method)

Note: Compensation will be credited to the buyer’s refund balance within 14 working days after the claim process is completed.

• If you are required to compensate customers, you will receive an email and an inbox notification in the Seller Center.

Frequently Asked Questions (FAQs)

• What are the penalties if a product is found to be counterfeit?
  • TikTok Shop by Tokopedia reserves the right to take enforcement actions in accordance with our Seller Performance Evaluation Policy, TikTok Shop by Tokopedia Anti-Counterfeit Policy and TikTok Shop by Tokopedia Intellectual Property Policy. This includes but is not limited to:
    • Requiring you to compensate the customer
    • Removing the counterfeit product from the platform
    • Prohibiting the sale of the same goods or goods of a similar nature
    • Suspending or terminating the seller's TikTok Shop by Tokopedia a account and/or access to TikTok Shop by Tokopedia
• How can sellers get a "100% Authentic" label for their products?
  • This label is only available for selected sellers
• Can I raise an appeal?
  • We carefully examine each suspected counterfeit case and conduct an impartial investigation based on the available evidence submitted by both you and the customer. If you wish to file an appeal, you can do so through our TikTok Shop by Tokopedia Help Center.