What are After-sales Dispute Guidelines?

07/02/2025

These guidelines are developed to provide baseline requirements for after-sales dispute handling. TikTok Shop by Tokopedia encourages sellers to handle all after-sale issues and communicate with customers appropriately. It is important to note that while we do not actively intervene in after-sale issues, we do offer voluntary after-sales dispute handling services to assist in resolving conflicts between sellers and customers. To know more about our after-sales dispute guidelines, kindly visit our TikTok Shop by Tokopedia.

Dispute Management Guidelines

Scenario	Description	Acceptance Period (after this period, we will not make any judgement but redirect the customer to the seller)	Supporting material submission period	Supporting material requirements	Our decision time	Consequence
Inconsistent products	The quantity and / or attributes of the received products do not match the order. This includes missing items, components, wrong colors, specifications, models, etc.	Within 6 days from the change in order status to delivered.	Customer: Within 24 hours of the dispute request submission. Seller: Within 24 hours after being notified of the customer dispute request.	Shipping details, photo, video, etc.	Within 24 hours after receipt of supporting documents.	If the customer's supporting materials are verified to be valid, the seller must send the correct products or replace the inconsistent products. If the seller does not agree with the customer's evidence, the seller must collect and submit additional valid supporting materials. Otherwise, we will support the customer's claim.
Counterfeit	The product is suspected to be counterfeit.	Within 14 days from the change in order status to delivered.	Customer: If the counterfeit issue is visible: Within 24 hours after filing a post-sale dispute. Where the counterfeit issue is not visible (such as malfunctions): within 7 days after the dispute request submission. Seller: Within 24 hours after being notified of the customer dispute request.	If the product quality issue is visible, the customer needs to provide photos or videos to demonstrate the problem. If the product quality issue is invisible, we will request the seller to provide relevant evidence to show the product meets the destination market's product quality requirements. The evidence may be a commercial invoice, a contract with an upstream supplier, testing reports issued by a manufacturer, third party laboratory, or competent agency.	Within 5 days after the receipt of supporting documents.	If the product is verified to be counterfeit, the customer should not ship it back to the seller. Instead, the customer needs to destroy or discard it in a proper way. We will support a refund from the seller to the customer.
Product quality and safety issue	The product has quality problems and cannot be used normally. For example, the charging cable is unable to charge, the laundry liquid leaks, the clothes are smelly, and the furniture lacks assembly or parts, etc.	Within 14 days from the change in order status to delivered.	Customer: Product problems visible to the naked eye (such as damage and deformation, etc.): Within 24 hours after filing a post-sale dispute. Product problems that are invisible to the naked eye (such as excessive formaldehyde in clothing): within 7 days of the dispute request submission. Seller: Within 24 hours after being notified about the customer dispute request.	If the product quality issue is visible, the customer needs to provide photos or videos to demonstrate the problem. If the product quality issue is invisible, we will request the seller to provide relevant evidence to show the product meets the destination market's product quality requirements. The evidence may be a commercial invoice, a contract with an upstream supplier, testing reports issued by a manufacturer, third party laboratory, or competent agency. As a special case, if a customer claims that some cosmetics caused an allergy, the following requirements need to be submitted: Complete, true and valid evidence that can support the allergy claim, including medical certificates issued by hospitals, photos of allergic parts, and direct proof that can demonstrates the causal relationship between the purchased products and the allergy.	Within 5 days after the receipt of supporting documents.	If the seller cannot provide relevant evidence, then, the seller will need to refund the customer. If the seller provides relevant evidence that is determined to be credible, we will reject the customer's dispute request unless the customer can provide supplementary evidence that defeats the seller's supporting materials.
Delayed delivery	The package failed to be delivered to the customer according to the estimated delivery time.	48 hours after the last shipment, information was updated on the track shipping page.	Customer: Within 24 hours after filing a post-sale dispute. Seller: Within 24 hours after being notified about the customer dispute request.	Shipping label, receipt, photos or videos, etc.	Within 24 hours after the receipt of supporting documents.	If there is valid / verified evidence to show that the delivery is indeed delayed: Ship by Seller The seller bears all the consequences of delayed delivery. If the customer rejects the product and insists on a refund, sellers must refund the customer the amount paid for the product. Ship by TikTok The logistics service provider will be responsible for delayed delivery. If the customer rejects the product and insists on a refund, a refund will be issued on a case-by-case basis.
Lost package	The consumer did not receive the goods.	7 days after the last shipment, information was updated on the track shipping page.	Customer: Within 24 hours after filing a post-sale dispute. Seller: Within 24 hours after being notified about the customer dispute request.	Customer: evidence to show that the delivery address is correct. Seller: Shipping details, photo, video, etc., that demonstrates the product was indeed sent out or handed over to the carrier. If the seller used Ship by Seller mode, then the seller must also provide evidence to show that the package was indeed delivered to the customer's address.	Within 24 hours after the receipt of supporting documents.	If the package is confirmed to be lost, all involved parties must provide the necessary supporting materials for investigation. If one party cannot provide relevant evidence, that party will be considered liable. If the seller is at fault, the resolution will depend on their chosen mode of shipping: Ship by Seller The seller itself should bear all the consequences of package loss, including but not limited to refunding the customer fully or sending a replacement item. Ship by TikTok The logistics service provider will be responsible for package loss. We will support a refund to sellers according to the relevant Terms of Service.
Damaged package	The package is badly damaged.	Within 6 days from the change in order status to delivered.	Customer: Within 24 hours after filing a post-sale dispute. Seller: Within 24 hours after being notified about the customer dispute request.	Customer: evidence to show that the package was delivered in a damaged status. Seller: Shipping details, photo, video, etc., that demonstrates that the product was packed well and sent out or handed over to the carrier. If the seller used Ship by Seller mode, then the seller must also provide evidence to show that the package was delivered in good condition to the customer's address.	Within 24 hours after the receipt of supporting documents.	Seller: If the damage is caused by the seller (for example, the seller's packaging was insufficient to prevent product damage), then the seller must refund the customer. Carrier: If the damage is caused by the carrier (for example, inappropriate handling during transit), then the logistics service provider will be responsible for package damage. We will support a refund to sellers according to our relevant Terms of Service.

After-Sales Period

If a customer wishes to raise a dispute via the TikTok Shop by Tokopedia after-sales dispute handling service, the dispute must be reported by the customer within our acceptance period (as shown in the Dispute Management Guidelines table above). After the acceptance period, all disputes shall be handled and resolved between the seller and customer. Unless otherwise required by applicable law, TikTok Shop by Tokopedia will not be involved in any after-sales disputes except for facilitating the communication between the customer and the corresponding seller.

Scope

TikTok Shop by Tokopedia only accepts after-sale disputes raised by customers who purchase on TikTok Shop by Tokopedia. We do not handle any disputes concerning transactions outside of our platform. The following circumstances are out of the scope of these guidelines:

The customer fails to initiate a dispute within the acceptance period.
The customer is not an actual consumer.
The customer decided to withdraw the dispute.
No valid transaction occurred between the customer and the seller.
The product already has a resolved after-sale request (this refers to a scenario where either party fails to perform the agreed actions or intends to breach the agreed resolution). Note that each product can only have one successful after-sale request.
There is an ongoing after-sales request.
There have already been two dispute requests closed for the involved products.

If we reject the dispute request, the customer or seller may still seek further remedies via the judicial process or other proper channels.

Involvement and judgement

All outcome decisions are made at our sole discretion and are neutral and unbiased. TikTok Shop by Tokopedia will act as a reasonable party to any after-sale dispute arising from unresolved conflict between sellers and customers. We do not guarantee that the dispute settlement result will meet the expectations of customers or sellers, nor do we bear any responsibility for the outcome. Customers and sellers are at any time entitled to resolve their disputes and seek other remedies authorized by applicable laws.

Judgement based on provided supporting materials

TikTok Shop by Tokopedia will look into disputes escalated to us based on the supporting materials submitted by the seller and customer. Both seller and customers must ensure the following:

All supporting documents/materials must be submitted within the prescribed time limit as outlined in the above Dispute Management Guidelines Table.
All submitted information must be authentic, relevant, complete, and accurate.

If the seller or customer fails to submit the necessary supporting materials, we will make a judgment based on the materials we have received. We may also conduct further investigations based on the submitted evidence.

SebelumnyaAfter-sales Dispute Process Berikutnya Aftersales Dispute Escalation