Policy AdvisorPolicyTikTok Source

After-Sales Evidence Guide for Appeals and Disputes

Captured: TikTok page date: Hash: 15f54bf1a1ca

Creator TL;DR

AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.

TikTok says sellers should keep strong, clear evidence for appeals, disputes, refund rejections, and after-sales request rejections. The right proof can determine whether you win a case. The page gives examples like packing videos, unboxing videos, agreement screenshots, product demos, certificates, authenticity proof, and other relevant evidence.

Key points

  • Use valid evidence when appealing or rejecting after-sales requests.
  • Evidence can decide whether an appeal or dispute is successful.
  • Record a continuous, clear, unedited packing video before shipping.
  • Use an unboxing video for returned parcels to show damage, missing items, or wrong items.
  • Include order info in videos or screenshots when possible.
  • Keep screenshots of offline agreements that show the order and terms.
  • Provide product demos, quality certificates, inspection reports, or authenticity proof when relevant.
  • If you received a returned item, assess it using the Returns Grading Framework.
  • Based on the grade and case type, you may need to issue a refund or reject the request with details and evidence.

Say / show

  • We need clear, valid evidence to support appeals, disputes, and refund rejections.
  • A continuous, unedited packing video can help show the item’s condition and quantity.
  • An unboxing video can help document damage, missing items, or incorrect items on returns.
  • Screenshots of agreements should clearly show the order and the agreement terms.
  • Provide authenticity, inspection, or product documentation when it supports the case.
  • Check the return’s condition using the Returns Grading Framework before deciding next steps.
  • Verify the current TikTok source before acting.

Do not say / show

  • TikTok always requires a specific evidence type in every case.
  • Off-platform conversations are always accepted as proof.
  • Any edited video will be accepted.
  • You can reject or win a case without supporting evidence.
  • The page gives a fixed outcome for every return grade or case type.

Violation risks

  • Appeal denied.
  • Dispute lost.
  • Refund rejection may fail.
  • Evidence may be rejected if screenshots appear edited or tampered with.
  • Poor or missing evidence may weaken your case.

Who it affects

  • Sellers handling appeals.
  • Sellers handling disputes.
  • Sellers rejecting refund requests.
  • Sellers reviewing after-sales requests.
  • Sellers processing returns and returns grading.

Source notes

  • The source lists examples of evidence, not an exhaustive mandatory checklist for every case.
  • Screenshots of off-platform conversations may be rejected due to editing or tampering risks.
  • The page says to use the standardized Returns Grading Framework when reviewing return requests.
  • For Aftersales Dispute Escalations, the source points readers to a separate requirements page.
  • Verify against the TikTok source before acting.

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.

Key Points:
  • You need strong evidence when handling appeals, disputes, or refund rejections. Valid proof often decides whether a case is ruled in your favor. Failing to provide sufficient evidence may result in your appeal being denied or a dispute being lost.
  • Providing clear, valid evidence helps you protect your business and avoid unnecessary disputes.
Handling appeals, disputes, and refund rejections requires strong and clear supporting evidence. In many cases, the right proof determines whether an appeal is successful or whether a customer dispute is resolved in your favor. These guidelines also apply when rejecting a customer's after-sales request. Valid evidence helps protect your business and reduces unnecessary disputes.In summary, following these guidelines helps you:
  1. Reject refund requests with confidence when valid evidence supports your decision
  2. Improve your chances of winning customer disputes
  3. Strengthen your appeals for higher success rates

Evidence Guidelines for Sellers

These guidelines apply to all sellers handling appeals, disputes, and refund rejections. Please ensure you have valid evidence when submitting an appeal or rejecting a request. Below are examples of reasons and the supporting materials you may need.

Shipping & Delivery–Related Issues

Reason
What to Submit
Product delivery is on schedule
(Select this when the order has already been handed to the carrier and cannot be stopped)
  • Tracking info (order ID, Estimated Time of Arrival (ETA))
  • Proof of agreement if a replacement was discussed
Products shipped in multiple packages
(Select this when another item in the same order is still in transit)
  • Tracking numbers for all packages
Replacement has been shipped
(Select this when both buyer and seller have agreed to a replacement)
  • Proof of replacement shipment
  • On-platform agreement screenshot
Delivery attempt failed
(Carrier attempted delivery but the buyer was unavailable)
  • Carrier proof of delivery attempt
  • Any instructions given to the customer
Package successfully delivered to correct address
(Select this when delivery was successful and the address matches the buyer’s information)
  • Delivery proof from logistics partner

Product-Related Issues

Reason
What to Submit
Item is correct
(Select this when the product did not match the buyer's expectation)
  • Explanation of misunderstanding
  • Supporting images/details
Product functions well / Incorrect usage
  • Instructions or demo showing correct usage
  • Photo/video proving functionality
Product is damaged or used
  • Photos/videos of damage
  • Proof item was not damaged before shipment
  • Unboxing video (if available)
Missing products or parts
  • Proof original package included all components
  • Carrier receipt showing the package weight
    • Package weight should match the weight listed on the Product Detail Page (PDP)
  • Unboxing video (if available)
Returned product is not what was sent
  • Proof of returned parcel + contents
  • Evidence the original shipment included correct components
  • Unboxing video (if available)

Undelivered Return Items

Reason
What to Submit
Did not receive the return package
(Select this when tracking shows "Delivered" but you did not receive it, or 10 days have passed since drop-off)
  • Return tracking screenshot with clear timestamps

Other

Reason
What to Submit
Reason is unclear / Lack of evidence
(Select this when the customer’s explanation is unclear or missing key information)
  • Explanation of what evidence is missing
  • Request for more details

Returns Grading Framework

When reviewing return requests, you must assess the condition of returned products using the standardized Returns Grading Framework.
From Manage Return/Refund in Seller Center, click Respond. If you select "Yes" option when asked if you received the product, you must grade its condition:
  • Original
  • Minor damage / Functional
  • Severe damage / Unsellable
  • Buyer shipped the wrong item
Based on the grade and case type, you may be required to:
  • Issue a full refund
  • Reject the request (with details and evidence)
Example:

After-Sales Evidence Submission Guidelines

Ensure you provide valid, high-quality evidence when submitting an appeal or rejecting a request. Below are examples of strong evidence types.

Packing Video or Pictures

Provide a video of the packing process before handing the parcel to the logistics provider.
Your video should clearly show:
  • Order information (for example, order ID, tracking number, or QR code)
  • Correct product, full quantity, and intact/good condition
  • Proper packing materials and methods, especially for fragile items. This step is important for return/refund reasons related to damage or breakage.
Requirements
  • Continuous, clear, unedited footage
Sample Video:Sample Photo:

Unpacking Video

Provide a video of the return package unboxing that shows:
  • Return order information (for example, order number, tracking number, or QR code)
  • All 6 sides of the package
  • The full unboxing process
  • The issue you want to highlight (for example, damage, missing items, or wrong item)
Requirements
  • Continuous, clear, unedited footage
  • Include functional testing if relevant
Video Sample

Screenshot(s) of Offline Agreement

Submit screenshots of any alternative resolution agreed upon with the customer.
Screenshots must show:
  1. The specific order
  2. The agreement terms
Screenshots of off-platform conversations may be rejected due to editing or tampering risks.
Sample:

Product Demonstration Video/Pictures

Show how the product is intended to be used. This should show clear demonstrations of typical usage. The video must be continuous, clear, and unedited.
Sample VideoSample Picture

Quality Certificate or Inspection Report

Examples include:
  • Safety marks
  • Consumer safety reports
  • Cosmetic safety reports

Proof Of Authenticity

This supports your claim that the product is authentic.
This may include:
  • Trademark ownership
  • Proof of purchase
  • Letter of authorization/distribution
  • Brand certificates

Any Additional/Relevant Evidence

You may also provide evidence that could refute your customer's specific claims where relevant. This includes the following examples:
  • To appeal a customer's claim that the product material does not match the description, provide images of the product label or production documentation.

Aftersales Dispute Escalations

For Aftersales Dispute Escalations, visit Requirements for Aftersales Dispute Escalations.
Key Takeaways
• Always record a continuous, unedited packing video before shipping to prove item condition and quantity.
• Record an unboxing video for all returned parcels to document any damage, missing parts, or incorrect items.
• Keep proof of authenticity (e.g., invoices, letters of authorization) readily available for disputes.
• Ensure screenshots of agreements clearly show the order details and terms discussed.

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