1. Overview

1.1 Introduction

These The TikTok Shop by Tokopedia Customer Order Shipping Guidelines have been formulated with the express purpose of:

• Building a positive shopping environment on TikTok Shop by Tokopedia; and
• Providing a shopping experience that consumers can have confidence in.

All sellers who offer products for sale via TikTok Shop by Tokopedia must do so in accordance with these guidelines.

1.2 Scope

Our TikTok Shop by Tokopedia Customer Order Shipping Guidelines covers shipping requirements from the time an order is placed by a customer to the time the package is dispatched to the shipping carrier.
Important Note: These guidelines are only applicable for local to local transactions in Indonesia. Sellers are responsible for ensuring that the listing, sale, and provision of products on TikTok Shop by Tokopedia comply at all times with applicable laws and regulations.These guidelines are intended to facilitate seller compliance. They are not exhaustive and not intended as legal advice. We encourage sellers to consult their legal advisers if they have questions about the laws and regulations concerning their products.
These Prohibited Products Guidelines are updated periodically. Sellers are responsible for checking this page regularly to ensure that they comply with our current guidelines.

2. Definitions

The shipping process starts when a customer places an order. Sellers can choose their own logistics partner or opt for TikTok Shop by Tokopedia's logistics services (only applicable in select markets). It is important to note that sellers are subject to different responsibilities when selecting either Ship by Platform or Ship by Seller.

• Ship by Platform: Sellers should use the logistics service provider appointed by TikTok Shop by Tokopedia.
• Ship by Seller: Sellers need to choose their own logistics service provider (carrier) to fulfill the order.

A "working day" refers to any day from Monday to Friday (excluding Public Holidays). Saturday, Sunday and Public Holidays are considered non-working days.

3. Shipping Process

All sellers must take a number of steps to complete the shipping process. We have set the requirements for each of these steps below.

3.1 Confirming an Order

After the customer places an order via TikTok Shop by Tokopedia, the seller must review the order to check that the requested item is in stock and can be sold and delivered to the customer. If the seller discovers that they are unable to fulfill an order, they must follow the procedure described in our TikTok Shop by Tokopedia Customer Order Cancellation, Return and Refund Guidelines to cancel the order.

3.2 Packing and Packaging

Sellers must comply with all applicable laws, rules, regulations, ordinances, and directives concerning product packaging materials. Sellers must also comply with any additional obligations required by relevant law(s) or the carrier to ensure that proper packaging is used for special products.

3.2.1 Item Packaging

Sellers must pack all products carefully to minimize the risk of damage during shipping. Below are some guidelines about packaging:

• Sellers must choose the right size and type of package for their products.
• Sellers must only ship products that are permitted by the carrier.
• Sellers must check the carriers' latest terms, conditions, and policies to confirm that the product can be shipped.
• Sellers must not enclose any messages soliciting positive customer reviews.
• Sellers must not enclose any messages initiating returns in exchange for other benefits or include additional inappropriate information.
• Sellers must not include unauthorized marketing or promotional materials, such as pamphlets, display materials, price tags, stickers, or other irrelevant material.
• In the case of special packaging requirements for liquids, sharp items (i.e., cutlery, breakables, fragile, perishables, textiles, hazardous materials, batteries, etc.), the seller must follow the instructions of the logistics service provider.
• Sellers must not pack any products that the customer did not order.
• If any items require special handling, sellers are advised to notify the carrier before shipping.

3.2.2 Carton Packaging

Some items may require outer carton packaging. When using cartons, sellers must meet all the requirements below.

• Cartons and packing materials (e.g., dunnage or void fill) should sufficiently protect items in transit. The use of inappropriate packaging materials may result in customer rejections and chargebacks.
• Choose a carton size that ensures minimum empty space after items are placed inside it. Sellers can also maximize space utilization by packing multiple units in a single carton whenever possible (without damaging the items).
• Ensure cartons are fastened and sealed, particularly for small & lightweight items (<30 cm longest side, <1kg) to avoid loss/damage in transit.
• Use large-sized dunnage, such as air pillows, whole sheets of paper, sheet foam, or bubble wrap. Do not use loose-fill of any kind, such as Styrofoam peanuts or shredded paper.
• Cartons/packages must not be bundled together using bagging, elastic, tape, or extra straps.
• Avoid using large staple pins or nylon fiber-based tapes as they are safety hazards to logistics handling associates.

3.2.3 After-sales Issue (Damaged Packaging)

If an after-sale issue is raised by a customer due to product breakage or damaged package, the following will apply:

• If the seller used the shipping type Ship by Seller, the seller is responsible for the issue.
• If the seller used the shipping type Ship by Platform, then TikTok Shop by Tokopedia will investigate whether it is the seller or the carrier's responsibility. Please note that the carrier will not be liable for any parcel damage arising from the seller's failure to provide secure original packing.
• If the seller and the customer cannot address the issue themselves, we may intervene following TikTok Shop by Tokopedia After-sale dispute Escalation Handling Guidelines.

3.3 Package Labelling

All shipments must have a shipping label securely affixed that includes the following information:

• The customer’s name and full postal address (including zip/postcode)
• The customer’s order number
• The seller’s full name and address

When preparing the labeling, all sellers must meet all the following requirements:

• Shipping labels must not include hyperlinks, QR code, contact information from other platforms, or information that is irrelevant to the order.
• Each carton must have the correct labeling. Carriers may dispose of or liquidate mislabeled units if the owner is unknown. They may also re-label a product at the vendor's expense.
• Stick the barcode provided by the carrier on the carton firmly.
• Customers must ensure that the delivery information filled in the order is accurate and complete. If any shipping issue arises due to the customer's incorrect or incomplete receiving information, the customer shall bear the consequences such as delivery failure.

3.4 Handing of Package to The Carrier

Please take note of the following differences between shipping types Ship by Seller and Ship by Platform.

3.4.1 Ship by Seller

For the shipping type Ship by Seller, the seller must:

1. Update the order status as "Shipped"
2. Enter the valid shipment tracking ID
3. Enter the carrier's name

• Complete all packing and contact their carrier to collect the package accordingly.
• After package collection (package dispatch) has been completed, the seller must take the following actions in the Seller Center:

3.4.2 Ship by Platform

For the shipping type Ship by Platform, the seller must:

• Sellers must complete all packing, schedule a pick up, and hand over the package to the carrier within the Service Level Agreement (SLA) period in Section 3.4.4.
• After package dispatch, the carrier will update the order status to "Shipped" in the system.
• The "Shipped" status will be reflected in the Seller Center → Manage Orders panel.
• If there are any delays on the carrier's side, the seller can raise a ticket via the Help Center.

3.4.3 Additional Requirements for Both Shipping Types

For both shipping types, sellers must make sure of the following:

• Ensure the package is collected.
• Ensure the order status on the Seller Center is updated to "Shipped" within the Service Level Agreement (SLA) period in Section 3.4.4.

When handing over a package to a carrier, it is the seller's responsibility to:

• Transit the package to the correct carrier.
• Ensure the product and its packaging are intact before departure. We recommend that sellers take photos of packages for record-keeping purposes in case of any future dispute.

Important note: Sellers must not dishonestly or fraudulently change order statuses. We will monitor and audit the actual order status and take action against the seller's account if any dishonest behavior is identified.

3.4.4 Service Level Agreements (SLAs)

All orders must be "Shipped" within the timelines stated below (Note: "Shipped" refers to a package that has been handed over to a logistics service provider and in transit to buyers).

Shipping Type	Order Cycle Timeline
Ship by Seller	All orders must be "Delivered" within 15 calendar days
Ship by Platform	For orders placed before 12:00H (12pm) Western Indonesia Time All orders must be "Shipped" by 23:59H Western Indonesia Time, within the same working day* the order was placed *Note: If the order is placed on a non-working day, then the order must be "Shipped" by 23:59H on the next working day.For orders placed after 12:00H (12pm) Western Indonesia Time All orders must be "Shipped" by 23:59H Western Indonesia Time, 1 working day from when the order was placed

3.5 Checking Delivery Status

All deliveries are handled by the carrier from the package dispatch to delivery confirmation. Sellers should pay close attention to all shipping processes as well as the final status of dispatched packages. An order status will be updated to "delivered" once the carrier updates the package status.

3.5.1 Final Order Status

• For shipping type Ship by Seller, TikTok Shop by Tokopedia will use logistics data provided by a third-party company to check and verify the order status. It is important to note that the seller bears all responsibility for customer complaints related to logistics issues or logistics mistakes.
• For shipping type Ship by Platform, the carrier will update the Seller Center order status to "Delivered" after obtaining the recipient's signature or acknowledgment of receipt.

3.5.2 Delivery Timeline

Please note that the delivery timeline varies under different logistics types.

• A package will be deemed "lost" if it has not been received by a customer 14 days after dispatch.
• If the carrier fails to deliver a package within the committed delivery time, such delivery shall be deemed delayed.
• Important note: when abnormal delivery occurs, such as package damaged, package lost, delayed shipping, we may cancel the order and/or notify the customer to request a refund.

• For shipping type Ship by Seller, sellers should have their own contract with their selected carrier(s) and establish the necessary controls to audit the carrier's quality of service.
• For shipping type Ship by Platform, sellers can check the logistics status update in the Seller Center "Manage Orders" panel.

3.6 Order Auto-cancellation

The TikTok Shop by Tokopedia platform auto-cancellation function works to automatically cancel orders and refund buyers if sellers dispatch their orders late.
TikTok Shop by Tokopedia will cancel both Pre-orders and Standard Orders if they are not shipped out by their respective shipping deadlines. The conditions for auto-cancellation on TikTok Shop by Tokopedia vary depending on whether the order is a Standard order or a Pre-order.

• Standard Orders (non-pre-orders) are orders that sellers are able to fulfill within TikTok Shop by Tokopedia's standard Service Level Agreement (SLA).
• Pre-orders are orders that require a longer fulfillment period than the standard Service Level Agreement (SLA). The pre-order feature is only available to invited sellers only.

Shipping Type	Auto-cancellation Conditions
Ship by Seller	30 calendar days after order has been placed and order is still not "Delivered" (after which order will be auto-cancelled and refunded to buyer)
Ship by Platform	For Standard Orders For orders placed before 12:00H (12pm) Western Indonesia Time The order is not ready for shipment by 23:59H Western Indonesia Time, 1 working day from when the order was placed (i.e. the order status is not set to "To Ship - Awaiting Collection"). OR The order is ready for shipment but has not been collected by the logistics provider within by 23:59H Western Indonesia Time, 2 working days from the date the order was placed. For orders placed after 12:00H (12pm) The order is not ready for shipment by 23:59H Western Indonesia Time, 2 working days from when the order was placed (i.e. the order status is not set to "To Ship - Awaiting Collection"). OR The order is ready for shipment but has not been collected by the logistics provider within by 23:59H Western Indonesia Time, 3 working days from the date the order was placed. For Pre-orders The order is not shipped by the Expected Shipped Date. The Expected Shipped Date is calculated by adding 2 calendar days to the number of days chosen by the seller to ship the order. Note: Sellers can choose between 3 to 30 calendar days to ship the order.

4. Prohibited Shipping Behaviours

The following are some shipping behaviors that are prohibited on TikTok Shop by Tokopedia.

4.1 Misuse of Customer Information

In the course of fulfillment, sellers will have access to sensitive customer contact information (such as full names and addresses). It is paramount that sellers protect customer data and comply with TikTok's privacy policy.
Sellers are obligated to keep all communication records of communications with consumers confidential at all times.

4.2 Shipping Prohibited Products

All sellers must comply with the TikTok Shop by Tokopedia Prohibited Products Guidelines and not sell or ship any prohibited products. Additionally, hazardous materials or dangerous goods may be subject to additional requirements by the carrier.
It is the seller's responsibility to comply with local laws and regulations. Furthermore, all sellers must abide by the carrier's requirements concerning hazardous goods (or other products with shipping restrictions). Please refer to the carrier for more information.

4.3 Fraudulent Shipping

4.3.1 Fraudulent Shipping Behavior

We do not allow any forms of fraudulent shipping. Typical fraudulent shipping behavior includes but is not limited to:

• Shipping empty packages.
• Shipping incomplete ordered units.
• Shipping products that do not comply with the product detail page or order details.
• Forging shipping label information such as warehouse addresses, routes, receiver information, and delivery addresses.
• Tracking misrepresentation (e.g., invalid shipping tracking numbers, duplicated tracking numbers, no logistics information after tracking ID has been provided for 24 hours, etc.).
• Inconsistency between customer's delivery address and the logistics route.
• Inconsistency between order and shipping data.
• All other inaccurate or wrong shipping information.

Note: The platform reserves the right to dispose of packages that involve any of the fraudulent shipping behaviours mentioned above. Sellers may retrieve these packages from the logistics service provider within 7 calendar days of being informed that their order involves fraudulent shipping behaviours, failing which, the packages will be disposed of without further notice.

4.3.2 After-Sale Issues (Fradulent Shipping)

If a fraudulent shipping after-sale issue is raised by a customer, different approaches are taken to resolve the issue based on shipping type.

• If the seller uses the shipping type Ship by Seller, the seller must deal with the customer's request in a timely manner with its elected carrier to address the issue. TikTok Shop will not intervene as we have no direct relationship with the carrier.
• If the seller uses the shipping type Ship by TikTok, we will request the carrier to provide the necessary supporting materials for us to investigate the matter. The seller can also raise a ticket to us by choosing topic "Complaints & dispute - Logistic supplier" in Seller Center.

5. Force Majeure

If there are events of force majeure that prevent the seller from dispatching a product to a customer, the seller must report details of the event and its impact (with necessary supporting documents) by raising a ticket in Seller Center. Force majeure events include but are not limited to natural disasters, extreme weather events, pandemic outbreaks, government restrictions, or other extreme events outside the control of the seller. If the situation is verified and acknowledged, TikTok Shop by Tokopedia will not impose any penalties on the seller.