Update FAQ for Sellers

03/14/2024

On resume of operations

Why does my store say that the order is limited? Why can't consumers place orders?

In this transitional phase, we are operating at a limited capacity momentarily, with a plan to gradually increase it in the upcoming weeks. During our Beli Lokal 12.12 campaign, we have implemented a temporary restriction on order volumes to allow us to provide customers with a seamless shopping experience.
Upon reaching the order volume limit, a seller's shop will not be able to receive additional orders until the order limit is reset the next day. Please refer to Section 6 of our Order Volume Limit article to learn more about how OVLs are displayed.
As we continue to improve our services, we anticipate easing these restrictions gradually in January.

What operational changes are expected for sellers?

While we work to ensure that the user experience remains the same, we have made several updates to the policies to support a better and smooth experience in platform application.

Please refer to the provided 1-pager for more detailed information.

How can I prepare for re-opening?

You can prepare for re-opening by turning off your shop holiday mode, assessing and updating your inventory and product offerings in the seller center.

Please refer to this guide for more details on how to prepare to start selling again on platform application:

Are there any changes to commissions? If I am a seller on both TikTok and Tokopedia, do I have to pay both platforms' commission fees?

No, there are no changes to commissions, it remains based on the original policy.

Please refer to Seller Academy for more details: If you are a seller on both TikTok and Tokopedia, you will need to pay separate commission fees as usual.

What happens with my previously uploaded products?

Your previously uploaded products will remain unchanged and ready for selling once our platform resumes operation. However, you should review and update your associated inventory uploaded and turn off holiday mode.

How will seller taxes be handled?

The tax will remain unchanged.

Can I reuse my seller account or do I need to create a new seller account?

You can still have access to your existing Seller Center account.

Will sellers' accounts be reactivated automatically, or is there an account reactivation process?

All sellers will be automatically placed in holiday mode, allowing limited use of your seller account. To resume selling on platform application, simply deactivate your holiday mode.

Follow to end Holiday Mode:

Within 1 hour of turning off Holiday Mode, your inventory will return to its previous level, and buyers can place new orders.
The platform will resume the assessment of all metrics.

For more details, visit:

Is my sales & transactions history going to be available?

No changes at the moment, your sales and transactions will continue to be available in Seller Center.

What will happen with my current store performance? Will my store performance (ratings, performance, review, SES, etc.) be the same as before or will I restart from zero?

All existing store performance will still remain the same (SES, ratings, performance, reviews). Any negative impact on the existing store performance caused by the current suspension of eCommerce transactions feature will be removed.

Who and how should I contact if I have any issues?

Our service team will be available at or for further assistance. You can also contact your Account Manager if you are registered as KA seller.

Can I still attach the link of other e-commerce sites on my Bio/Live?

Directing users off-site may be a safety risk. In the pilot period, we don't recommend doing this to provide a better experience for users. In the future, more convenient product solutions will be added to better serve users.

Find out more details about re-directing traffic here:

Will my "Lead Gen" feature be deactivated?

This feature will not be impacted.

Will there be any changes to the fees charged to the sellers, if there will be an increase to the percentage charged?

There will be no changes to the fees charged to our sellers. The percentage charged remains unchanged in our fee structure.

Will there be new articles or resources for sellers to stay informed about best practices and new features introduced?

We are committed to supporting our sellers, and as part of that commitment, we will continue updating and improving our articles and resources to ensure that you have access to the latest information, best practices, and insights to potentially boost your sales on our platform.

For more details, please visit:

On 12.12 campaign and promotions

Can I participate in 12.12 campaign?

We're excited to inform you that our return this time involves our participation in the Beli Lokal 12.12 campaign.

What marketing/promotion support will be available?

Our platform will still provide a variety of promotions, including but not limited to Free Shipping, Flash Sale, Campaign Promotion, etc. Please pay attention to the latest information in Seller Center.

Will the shop ads be available? Can I run advertisement for my shop?

In this transitional phase, we are operating at a limited capacity momentarily, with a plan to gradually increase it in the upcoming weeks.

Shop Ads campaigns in Indonesia will not be available for now until further notice. We will keep you updated on the new launch date.

How can I participate into Shoptab promotions?

The shoptab promotions join link will be newly opened gradually. The previous campaign links were expired. Please check in Seller Center and join related new promotions, including flash sale and campaigns.

On payments

How will the payment process work now?

The payment processes remain unchanged for now.

How will the transition impact payout schedules and withdrawal methods for sellers operating in Indonesia?

No change to current policy. Please refer to Seller Academy for more details:

Can I expect special assistance or support during this transition period, especially concerning payment-related issues?

Our service team will be available at or for further assistance. You can also contact your Account Manager if you are registered as KA seller.

On logistics

How will the order fulfillment process work if the logistics companies have laid off workers?

Despite any disruption caused by the layoffs, we are committed to ensure efficient and timely delivery by collaborating closely with logistics providers to prioritize and expedite package shipments from our platform.

In order to support our sellers in restarting operations, we are implementing a 2-day SLA extension for orders created from December 12th to 19th.

Is there a possibility of an extension in the delivery timeline due to layoffs within logistics provider companies? We anticipate that the workforce reduction could potentially affect the delivery schedule and may also have implications for the auto approval of refund requests.

In order to support our sellers in restarting operations, we are implementing a 2-day SLA extension for orders created from December 12th to 19th.

On platform policies and support

How do I contact platform Customer Service?

There are 3 ways to get in touch with our Customer Service.

1. Through our live agent chat feature.

Go to Shop > Help > Live Chat

2. By submitting a ticket.

Go to Shop > Help > Submit Ticket

3. Email.

You can email us at e-com.service@tiktok.com

How can my products show in Shop Tab?

After you reactivate your store and your products become live, your products will be shown in Shoptab automatically.

Will the platform policy of shop and product moderation be the same?

Yes, it remains unchanged.

Will the violation and shop score be restarted from 0 when the platform relaunches?

Is there anything that sellers can do to avoid backlog of orders after resumption of operations?

Sellers should take note of the shipping SLA on platform and prepare the necessary stocks accordingly.

In order to support our sellers in restarting operations, we are implementing a 2-day SLA extension for orders created from December 12th to 19th.

Please refer to Seller Academy for more details:

Is there any relaxation of the terms and policies at least for the first several weeks?

In order to support our sellers in restarting operations, we are implementing a 2-day SLA extension for orders created from December 12th to 19th.

Will historical videos that redirect traffic to other platforms be detected in the system and counted as violations now?

Find out more details about re-directing traffic here:

Is it suggested for me to activate pre-order features, given I've laid off most of my fulfillment team?

In order to support our sellers in restarting operations, we are implementing a 2-day SLA extension for orders created from December 12th to 19th.

If the pre-order feature is available to you, you can make use of the feature to have more control over your delivery timeline.

Will there still be affiliate creator? Are they still using the same app?

The presence of affiliate creators and related policy remain unchanged.

On Shop x Tokopedia

Is Shop Tab feature still around? What is the difference with Tokopedia catalog?

Shop Tab remains unchanged. In the pilot period, our respective catalogs have been slightly different, but in the future the two sides will integrate to better serve our sellers.

Can I redirect TikTok traffic to my Tokopedia shop?

FAQ ID: 7309060153343515142
Directing users off-site may be a safety risk. In the pilot period, we don't recommend doing this to provide a better experience for users. In the future, more convenient product solutions will be added to better serve users.

Which admin/transaction fee will the seller have to follow? If I have shops on both platforms, do I have to pay double the admin/commission fee?

In the pilot period, there are no changes in associated fees in each of the platforms.

Will there be different campaigns and vouchers between TikTok and Tokopedia?

In the pilot period, there may be distinct campaigns and vouchers between us. However, we aim to have joint campaigns like Beli Lokal that offer consistent incentives and support.

Is it possible to merge my shop in TikTok with my other shop in Tokopedia?

In the pilot period, merging shops is not available. We anticipate exploring more convenient solutions in the future.

Will the stocks at Tokopedia and TikTok be integrated into one master stock?

In the pilot period, stocks will remain separate. A more integrated solution will be made available in the future.

Is there any correlation between Tokopedia search page with TikTok? For example, when one searches on one platform, will it also become recommended on another platform?

In the pilot period, the related features will remain separate. A more integrated solution is anticipated in the future.

Do I need to create a shop in Tokopedia if I haven't got one?

You can open a shop in Tokopedia, and vice versa. However, existing shop can also fulfill Beli Lokal sales without the need for additional shop creation.

Can I start doing inventory preparation for Ramadan?

In the foreseeable future, we are dedicated to collaborating closely with local MSMEs support. We warmly encourage you to maintain close communication with us, ensuring that you are well-prepared for the upcoming Ramadan season.

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