Appeal Documentation for Customer Service Violations

07/02/2025

If you receive a notice or warning of infringement and believe we made an error, you may appeal or dispute the claim by raising a ticket/appeal in the Seller Center. To support your appeal, please submit the following documentation depending on your reason for appeal.

Supporting Documents for Appeal

The supporting documents required differ by appeal reasons and appeal descriptionsMisjudgement by Platform > Buyer Spam Messages

Documentation required: Screenshots of spam messages received from buyers
Additional info required: Date/timestamp of the chat

Misjudgement by Platform > System Bugs (e.g. Incorrect notifications)

Documentation required: Screenshots of the relevant TikTok Shop by Tokopedia Seller Center page, indicating system bug.
Additional info required: Date/timestamp of the bug

Force Majeure > Unforseen incidents/Natural disasters

Documentation required: Proof of damage to relevant package(s) caused by unforeseen incident / natural disaster.

Additional info required:
- Date of incident/natural disaster
- Impact on your ability to respond to the chat received
- Estimated date you are able to respond to the chat received.

What happens if my appeal is successful?

If your appeal is successful, we will remove any penalties issued and restore any withdrawn privileges. If your appeal is unsuccessful, we will maintain the penalties issued and the withdrawal of privileges.

PreviousAppeal Documentation for Fulfilment-related Violations