Step 1: Documentation Review by TikTok Shop by Tokopedia

• We will first review the supporting documents submitted by your customer.
• If we need additional supporting documents, we will notify you (and your customer, if necessary) to provide these. You need to do so within 24 hours of being notified by us.

What kind of supporting documentation and material should I submit?

• Every aftersale issue is unique and the type of supporting evidence depends on the facts and circumstances of the issue in question. Below are suggested supporting evidence you may wish to submit, depending on the nature of the complaint:
  • The product is inconsistent with its listed description or the order - relevant evidence (for example, a copy of the relevant product listing page and order details) proving otherwise
  • The product appears to be counterfeit or there are quality or safety issues with the product - relevant evidence (for example, testing reports issued by the manufacturer, a third-party laboratory or a competent agency) demonstrating that the product meets the relevant country's quality standards
  • Delayed delivery or lost package - relevant evidence (for example, a copy of the order details or Logistics Service Provider's (LSP's) receipts) demonstrating that you handed the order to your LSP on time and/or that the package was in fact delivered to the customer's delivery address
  • Damaged package - relevant evidence demonstrating that the package was packed well and handed to your LSP in good condition and/or that the package was in fact delivered to the customer's delivery address in good condition

Step 2: Notification of Review Outcome

• The outcome of our review will be determined as follows:
  • If we find that the supporting documents and data support your customer's claim, we will decide in their favor.
  • If we find that the supporting documents and data support your case or are insufficient to support your customer's claim, we will decide in your favour.
• We will notify you via the Seller Center of the outcome of our review within the following timeframes:
  • Within 24 hours of receiving all supporting documents if the complaint was about:
    • The product being inconsistent with its listed description or the order
    • Delivery being delayed
    • The package being lost
    • The package being damaged
  • Within 5 calendar days of receiving all supporting documents if the complaint was about:
    • The product allegedly being a counterfeit
    • There being quality or safety issues with the product

Step 3: Corrective Actions

• If we decide in your customer's favour, you must take the necessary steps to comply with our decision within 48 hours of being notified. These can include refunding your customer or replacing the product. If shipping fees are involved, you will need to bear them too.
• We will also require your customer to return the product to you unless it is not suitable or possible to do so (for example, if the product is a counterfeit, completely damaged, lost or customised).
• If you disagree with our decision, you can raise an appeal request in the Seller Center within 2 calendar days. If this request is rejected, you cannot raise another appeal request.

FAQs

1. What is the deadline for my customer to escalate an after-sale issue to TikTok Shop by Tokopedia?

• Within 6 calendar days of the order status being updated to "Delivered"

• Within 14 calendar days of the order status being updated to "Delivered"

• Within 6 months (for durable consumer products like household appliances)
• Within 14 calendar days (for all other products) of the order status being updated to "Delivered"

• Within 48 hours of the last update to the order's tracking information

• Within 7 calendar days of the last update to the order's tracking information

• Within 6 calendar days of the order status being updated to "Delivered"

2. If my customer withdraws their request, can they still submit another one for the same dispute?

• Yes, they can. However, they must submit the new request within the deadline listed above and they may only raise 1 more request.

3. When will TikTok Shop by Tokopedia refuse to accept a customer's after-sale escalation?

• We will not consider any after-sale escalation under the following circumstances:
  • The relevant transaction occurred outside TikTok Shop by Tokopedia.
  • Your customer failed to escalate the issue to us within the deadline stipulated above.
  • The customer is not an actual TikTok Shop by Tokopedia customer.
  • Your customer decides to withdraw the issue after submitting it to us.
  • No valid transaction occurred between the customer and you.
  • The product was already subject to a resolved review.
  • A return and/or refund request is currently being processed.
  • Your customer has already raised two escalation requests for the relevant order.
• Notwithstanding the above, the customer or you can still pursue remedies via other channels in line with applicable laws

4. Are there any situations where TikTok Shop by Tokopedia will stop its review of the dispute?

• Yes. We will stop our review if both of you mutually agree to resolve the issue or one of you chooses to resolve the dispute via an external process such as legal proceedings.