1. Overview

1.1 Introduction

The TikTok Shop by Tokopedia Sampling Inspection of Products Policy has been written with the aim of protecting consumer rights and improving the quality of products on TikTok Shop by Tokopedia. This policy applies to all local sellers on TikTok Shop by Tokopedia.

2. General Guidelines

TikTok Shop by Tokopedia strives to create a trustworthy shopping experience for all platform users. To achieve this goal, all sellers must aim to sell high-quality products that meet customer expectations and adhere to the following guidelines.

• Only list products that are of good quality.
• Ensure the product advertised corresponds to the same product that the customer will receive.
• Avoid any misleading statements, superlative words, or overclaiming a product's use or functions.
• Ensure that their products comply with all applicable laws and regulations.
• Adhere to timely and efficient fulfillment practices.
• Provide professional, polite and timely customer service.

3. Sampling Inspection

TikTok Shop by Tokopedia conducts randomised sampling inspections of products to oversee the physical product quality on our platform.
The product quality standard areas may include but are not limited to brand, appearance, material, measurement and functionality. If the sampled product does not adhere to the relevant standards, TikTok Shop by Tokopedia reserves the right to take enforcement actions either against the specific product listing or the seller's shop.

4 Sampling Process

4.1 Sampling

TikTok Shop by Tokopedia will authorise a certified third-party testing agency to conduct the sampling inspection.

4.2 Product Testing Criteria

The testing criteria for products that are non-compliant with TikTok Shop by Tokopedia's policies and guidelines may include but are not limited to:

• The quality and functionality of the product received from the seller. This includes assessing if the product malfunctions, there was false advertising involved with its sale or it does not meet relevant regulatory requirements, among other considerations. Learn more about the example of common poor physical product quality cases to avoid potential violations.
• Any additional criteria as reasonably determined by TikTok Shop by Tokopedia.

5. Enforcement Actions

TikTok Shop by Tokopedia reserves the right to take enforcement actions on sellers' product(s) or shop(s) that do not meet the standards set out above in accordance with our TikTok Shop by Tokopedia Seller Performance Evaluation Policy and Shop Seller Terms of Service. Note that enforcement actions can be applied to the seller's shop or a specific product.

6. Additional Penalties

TikTok Shop by Tokopedia reviews all seller's orders periodically. Sellers who are found to violate these Guidelines will have enforcement actions taken against their account in accordance with our TikTok Shop by Tokopedia Seller Performance Evaluation Policy and Shop Seller Terms of Service. Sellers should note that repeated offenses will result in more significant penalties.
TikTok Shop by Tokopedia reserves the right to take down or delist any product listing that is found to be potentially unsafe, non-compliant with TikTok Shop by Tokopedia's policies/guidelines and local market laws/regulations.

7. Appeal

If a seller believes that an enforcement action was taken against them in error, they may file an appeal through the Seller Center by raising a ticket. TikTok Shop by Tokopedia will then investigate the case and take corrective actions where applicable.
The appeal guidelines are as follows:

• Sellers can raise a maximum of two appeals against one case.
• The first appeal must be raised within 30 days of our enforcement.
• The second appeal can be raised within 15 days of the rejection of the first appeal.
• If the seller's appeal is successful, we will remove any penalties issued and restore any withdrawn privileges.
• If the seller decides to waive their right to appeal, or is unable to provide any valid and clear documents to prove authenticity, then it will be regarded as a failed appeal.
• All decisions made by TikTok Shop by Tokopedia are at our sole discretion. A decision is final after the second appeal is rejected.
• Any appeals raised after the timelines stipulated above will not constitute a valid appeal and will not be reviewed by TikTok Shop by Tokopedia.

In the course of an appeal, sellers may be required to:

• Explain the reason for the appeal
• Provide proof or documentation to support the appeal

If the product is deemed suitable for sale, necessary adjustments will be made to our systems and the seller's account status.
Please note that sellers are responsible for collecting and preparing all supporting documents that may be required during a case investigation.