AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
This checklist tells TikTok Shop sellers how to prepare for time away: finish existing orders, turn on Holiday mode, and set up auto-replies and FAQs so buyers stay informed.
Key points
Finish all pending orders before leaving.
Only activate Holiday mode after confirming there are no outstanding orders.
Holiday mode pauses orders and sets warehouse inventory to zero for the selected period.
Set up IM auto-replies, automated updates, FAQs, and Help Center links.
You can optionally add a shop banner announcement.
Use clear dates, a polite tone, and set response expectations.
Say / show
Process and ship all pending orders within the shipping SLA before time away.
Activate Holiday mode only after outstanding orders are cleared, or set it in advance if you expect to be unavailable.
Use auto-replies to tell buyers your shop is in Holiday mode and where to get help.
Direct buyers to the TikTok Shop Help Center and self-service tools.
Provide start and end dates for your break and when you will reply again.
Do not say / show
Do not activate Holiday mode while outstanding orders remain.
Do not leave buyers without a way to find order, return, refund, or support information.
Do not ignore potential auto-cancellations that could affect SFCR or SPS.
Do not use vague timing if you can provide clear dates and expectations.
Violation risks
Outstanding orders may be auto-cancelled.
Auto-cancellations may impact Seller Fault Cancellation Rate (SFCR).
Auto-cancellations may impact Seller Performance Score (SPS).
Poor communication during Holiday mode may lead to poor customer service and negative reviews.
Who it affects
TikTok Shop sellers.
Buyers who message during Holiday mode.
Warehouse or fulfillment teams if the warehouse will be closed.
Source notes
Verify these steps against the TikTok source before acting, since this summary only reflects the captured page text.
Source text says Holiday mode pauses orders and sets warehouse inventory to zero for the selected period.
Source text says customers can still contact sellers via Instant Message during Holiday mode.
Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1
Readable Policy Copy
Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.
This checklist is for all TikTok Shop sellers. Be vacation ready by setting your shop up for some well-deserved time away from work. Here's a streamlined checklist with three key tasks—fulfilling existing orders, activating Holiday mode, and setting up auto-replies—to keep customers informed and preserve your metrics.
Fulfill Orders
Before taking time away, it is important to process all existing orders, within the shipping service level agreement (SLA), before activating Holiday mode. Action items:
Process all pending orders and ship
Mark all orders as fulfilled and set Holiday mode if your warehouse will be closed during your break.
Confirm there are no outstanding orders before proceeding. Otherwise, the system might auto-cancel them, which may impact your Seller Fault Cancellation Rate (SFCR) and Seller Performance Score (SPS). This helps protect your store's performance metrics.
Activate Holiday mode
Holiday mode is a feature in TikTok Shop that allows you to step away for a few days. When activated:
Orders are paused to prevent late shipments
It helps avoid poor customer service and negative reviews
Warehouse inventory is set to zero for the selected period
Important: Activate Holiday mode only after confirming that there are no outstanding orders, or set it up in advance, if you anticipate being unavailable, to prevent new orders. Find out more at: https://seller-us.tiktok.com/university/essay?knowledge_id=4167134523918082&course_type=1#EC0800CC_1
Set Up Auto-Reply Templates
Customers can still contact you via Instant Message (IM) during Holiday mode, so you can set up pre-configured messages to manage expectations and provide helpful resources.
Configure 4 Items:
A) IM Auto-Reply: Set up an automatic response that activates when buyers message you, while your shop is in holiday mode. B) Enable automated updates: Automatemessages for different order stages, so customers know what's happening, even when you're away. C) Greeting with frequently asked questions (FAQs): Update your knowledge base with pre-set FAQs that automatically appear when customers start a chat. Select questions you've recently seen the most inquiries for or anticipate receiving while you are on break. Common topics for FAQs include:\n• Order processing and fulfillment\n• Order tracking and delivery times\n• Return and refund policies, and\n• Customer support availability D) Help Center and Self-service tools: Direct buyers to TikTok Shop Help Center and self-service tools to remind them they can find help, even when you're away.
How to Set Up Automatic Messages:
Log in to TikTok Seller Center
Go to Customer Messages > Automation tools
Add new FAQs on the Knowledge base tab
Create a new Custom Greeting Message in the Automation tools tab and add your top FAQs
Enable Automated Messages for desired scenarios
Save changes
Go to Account Settings and turn on Holiday mode
Save all changes
Optional: Add a banner announcement on your shop page for additional visibility.
Message Templates
IM Auto-Reply Template:
Hello [Buyer Name], Thank you for contacting [Your Shop Name]. Our shop is currently in Holiday mode from [Start Date] to [End Date]. For immediate assistance, please visit the TikTok Shop Help Center. For quick answers, check our FAQs here: [insert link] We will respond to your inquiry as soon as we return. Thank you for your understanding.
Greeting Message Template:
Welcome to [Your Shop Name]. We're currently away from [Start Date] to [End Date], but we're here to help with the resources below. Please check our FAQs for quick answers, or visit the TikTok Shop Help Center for immediate assistance.
Shop Banner Template:
Our shop is currently on Holiday mode from [Start Date] to [End Date]. For assistance, visit the TikTok Shop Help Center.
Recommended FAQ Topics
Include these FAQs to ensure buyers are well-informed:
Holiday mode duration: Start and end dates of your break
Order Fulfillment: Confirm that all orders placed before Holiday mode have been shipped
Response Time: When buyers can expect a reply to their messages
Order Tracking: Instructions on how buyers can track their orders via TikTok Shop
Returns and Refunds: Steps for initiating returns or refunds via the Help Center during your absence
General Questions: Direct buyers to browse the Help Center for common queries
Tips for effective communication:
Be polite and professional with a friendly, considerate tone
Provide clear dates and set expectations
Optional: Include alternative ways for urgent queries if applicable (for example, email support)