Here at TikTok Shop by Tokopedia, one of our main objectives is to create a trustworthy shopping environment for our users. We therefore do not allow any unfair behaviour towards our buyers or the imposition of unfair terms of sale on them.

What are some examples of unfair behaviour towards buyers?

• Statements that aim to intimidate buyers:
  • "Customers who leave a bad review will be ignored."
  • "Customers who request a return/refund will face consequences."
  • "Customers who leave negative ratings/reviews will be reported."
• Statements that attempt to incentivise or offer buyers rewards (monetary or otherwise) in exchange for good reviews:
  • "You will get a free gift/voucher/discount for your next purchase if you rate us 5 stars!"

What are some examples of unfair terms of sale?

For a start, you can provide a customised cancellation and return policy, but it must be at least as favourable as our Order Cancellation, Return & Refund Guidelines. For this reason, we do not allow any statement that contravenes this rule. As such, please avoid statements like the following in your product listing:

• "The product is not refund/returnable under any circumstances."
• "Customers can only raise a return/refund request within 3 calendar days of the delivery date."
• "An unboxing video is required for a return/refund."
• "No refund, No return!"
• "If a customer buys less than XX items, we will cancel the order."
• "If you give 3 stars or above, only then can you return the product."
• "Cancellation can only be done 10 minutes after the order has been placed."
• "Product warranties will be voided if customers do not rate 5 stars"

What happens if I breach these guidelines?

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, please raise an appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.
Please click here to read our TikTok Shop by Tokopedia Product Listing Guidelines.