Platform intervention

TikTok Shop by Tokopedia encourages customers and sellers to attempt to resolve after-sale requests by themselves. All sellers should comply with the TikTok Customer Order Cancellation, Return and Refund Guidelines when dealing with an after-sale request from the customer. If the after-sale request cannot be resolved, TikTok Shop by Tokopedia will intervene if the customer submits a dispute request to us via our after-sales dispute handling service.

Supporting materials

Sellers and customers are required to submit all necessary supporting materials for us to judge the dispute. We will first refer to the supporting documents submitted by the customer in previous communications with the seller regarding the initial after-sales request. If additional supporting materials are required, both the seller and customer are responsible for collecting and submitting the materials as needed. For some examples of supporting materials, please refer to the table on What are after-sales dispute guidelines?

Investigation and communication

TikTok Shop by Tokopedia will use all submitted supporting materials as well as relevant data in our system (such as order details) to judge the dispute. During the dispute handling process, we will use the seller's customer service contact information and the customer's contact information as the primary communication channels to notify both parties about the results of the dispute.

Cancellation or suspension

If customers and the sellers are able to reach a mutual agreement, they can cancel the after-sale dispute request. If a dispute is withdrawn by the requester or rejected by us, the customer can initiate a new request within the stipulated acceptance period. A maximum of 2 dispute requests can be raised in total. TikTok Shop by Tokopedia will stop intervention in the following circumstances:

• The customer and the seller agree to handle the dispute by themselves.
• The customer or the seller decides to start a judicial process, for example, via the courts, a regulatory body, an external mediation, or any other dispute resolution process.

Dispute judgement

• If we determine the submitted materials support the customer's dispute request, we will decide in favor of the customer.
• If we determine that the submitted materials substantiate the seller's claims, we will support the seller and reject the customer's dispute.
• If we determine that the customer's submitted materials are insufficient to support their dispute request, we will decide in favor of the seller.

Once judgement is made, we will notify the customer and seller at the same time. They can also check the details either through the Seller Center (for sellers) or my account (for consumers). If the customer or seller is not satisfied with the judgment, they can raise another dispute request to us. One customer can raise a maximum of two dispute requests per product. If the seller is not satisfied with the judgment, they can raise a ticket to TikTok Shop by Tokopedia for appeal. Sellers may submit a ticket in the Seller Center. Please note that for each disputed case, only one appeal request is allowed to be raised within two (2) days after the dispute case is closed.

Post-dispute actions

If there is no further disagreement, the individual or the entity who has been determined responsible for the dispute must follow the final judgment and complete any post-dispute actions. Seller If we determine that the seller is responsible for the dispute, they must take all necessary steps (or post-dispute actions) to follow the final judgment within 48 hours. If sellers fail to do so, our payment service provider will automatically deduct any payments due to the seller. Examples of post-dispute actions include but are not limited to:

• Refund, replacement of products.
• Sending necessary products.
• Any other determined remedy.

If any shipping fees are involved, the sellers should bear the shipping fee. Customers In most cases, customers are required to return the product to the seller, except when the product is not suitable for a return (e.g., counterfeit, wholly damaged, lost or customized products). Under these circumstances, a refund will be processed without product return. Below are some specific product return scenarios.

• If the products are inconsistent with the order:
  • When there is deceptive or fraudulent claim involved, once the customer returns the products and uploads the shipping information, the seller must bear all the risk of product breakage, damage and loss.
  • When there is no deceptive or fraudulent claim involved, once the customer returns the products and uploads the shipping information, the seller should bear the risk of product breakage while the customer should bear the risk of product damage and loss.
• If the products have quality issues:
  • When the quality issue is major (e.g., the products are not functional or is not workable), once the customer returns the products and uploads the shipping information, the seller should bear all the risk of product breakage, damage and loss.
  • When the quality issue is minor (e.g., the sound of some electrical toys is too small), once the customer returns the products and uploads the shipping information, the seller should bear the risk of product breakage while the customer should bear the risk of product damage and loss.

To learn more about after-sales dispute guidelines, kindly visit TikTok Shop by Tokopedia After-Sale Dispute Escalation Handling Guidelines