AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok Shop explains how chargebacks work, what sellers must submit to appeal, and what can happen if they miss deadlines or lose the dispute. Sellers should respond fast in Seller Center, include strong evidence, and check the TikTok source before taking action.
Key points
Chargeback appeals are generally due within 7 calendar days of the notification.
Appeals should include proof of delivery and transaction details.
TikTok Shop may charge the seller account for chargeback amounts and related fees if the seller does not respond or loses.
TikTok Shop may auto-contest some chargebacks and ask sellers for more information only when needed.
Appeal review can take up to 90 days from the initial notification.
Appeals use representment, and TikTok Shop submits the seller’s case to the financial institution.
A $10 appeal chargeback fee may apply, except in certain auto-contest or unauthorized payment cases described in the source.
Say / show
Respond in Seller Center within 7 calendar days of the chargeback notification.
Include the required appeal information: transaction status, product description, and proof the item was received by the cardholder.
Add supporting documents only if relevant, such as order confirmations, tracking numbers, refund or cancellation details, product images, and customer messages.
Watch for Seller Center and email updates on chargeback outcomes.
Use clear product listings, return/refund policies, fast response times, and careful shipping to help prevent chargebacks.
Do not say / show
Do not say sellers can ignore a chargeback notification.
Do not say an appeal can be submitted without evidence when the source requires supporting documents.
Do not say the review is completed immediately; the source says it can take up to 90 days.
Do not say TikTok Shop controls the financial institution’s final decision.
Do not add policy requirements not stated in the source.
Violation risks
Chargeback amounts and applicable fees may be charged to the seller account.
A missed or incomplete appeal may lead to losing the chargeback dispute.
Enforcement actions may include account health points deductions, listing removal, selling access revocation, or customer refunds.
Who it affects
Sellers on TikTok Shop.
Shops that receive chargebacks.
Sellers whose orders are auto-contested or classified as unauthorized payment.
Source notes
Verify everything against the TikTok source before acting; this summary only reflects the provided text.
The source says to follow the reply-by date in the chargeback notification and any timeframe in Seller Center/email.
The source says to contact TikTok Shop Seller Support if you disagree with the outcome or need further support.
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:
Chargeback appeals must generally be submitted within 7 calendar days of the chargeback notification.
Appeals should include sufficient evidence, such as proof of delivery and transaction details.
Failure to respond or unsuccessful chargeback outcomes may result in chargeback amounts and applicable fees being charged to the seller account.
This policy outlines the requirements for chargebacks on TikTok Shop. It explains how chargebacks are handled, what information may be required from sellers, and the timelines and responsibilities for responding to and appealing chargeback claims. This policy is important to help sellers understand the process, protect their accounts from financial loss, and ensure fair dispute resolution.
Chargeback
A chargeback occurs when a customer disputes a transaction and requests a refund directly from their financial institution or card issuer (collectively, "financial institutions"). Customers may file chargebacks for several reasons, including but not limited to:
The order was not received.
The order arrived but did not match the product listing description.
The order arrived, but was damaged.
There were billing errors.
There were duplicate charges.
The customer reports that they did not purchase the item and suspects that their card was used fraudulently.
Requirements for Chargebacks
Chargeback Procedure
If a shop receives a chargeback, TikTok Shop's third-party payment processor will contact TikTok Shop and ask for details about the transaction in order to resolve the chargeback. TikTok Shop will notify sellers through Seller Center if additional information is needed to resolve the chargeback. This information will need to be provided within the timeframe specified in the email. TikTok Shop will cover the cost of the charges related to specific orders that are labeled as "Unauthorized Payment" by financial institutions. Sellers who receive chargebacks due to the suspicious activity are still liable for the chargeback loss and any related fees.
Appealing a Chargeback Claim
To appeal a chargeback, sellers must respond in Seller Center within 7 calendar days of the chargeback notification to ensure financial institution or card issuer deadlines are met. The specific reply-by date can be found in the chargeback notification. Sellers must include all required documents in the appeal (see details below). If sellers do not provide the necessary documents, or if the financial institution decides in favor of the cardholder, TikTok Shop may charge the seller account the amount of the chargeback. After a seller submits an appeal, TikTok Shop will review the information provided. We will then create supporting documentation (sometimes referred to as "representment") and submit it to the financial institution on the seller's behalf. Appealing a chargeback requires representation that costs $10 per chargeback (as well as any additional fees, such as state or local taxes). Representment means that TikTok Shop builds and presents the seller's case to the financial institution. However, because TikTok Shop does not have any control over the chargeback appeal, the appealed chargeback fee will be collected regardless of the outcome of TikTok Shop's appeal representation. If a seller has provided the required information and the chargeback is classified as "Unauthorized Payment," the seller will not be charged an appeal chargeback fee and TikTok Shop will not collect the chargeback amount from their account. Chargeback appeals can take up to 90 days to process from the date of the initial chargeback notification. TikTok Shop will inform the seller of the appeal's outcome in the Seller Center, and if the seller is held financially responsible for the chargeback. If a seller fails to appeal a chargeback within the 7 calendar day deadline, TikTok Shop may, in our discretion for high value or risky buyers, appeal the chargeback on the seller's behalf. In such cases, TikTok Shop will submit the representment using evidence that is available to us. The seller is not required to submit any supporting documents or pay the $10 fee.In cases where an auto-contested chargeback occurs (see below): TikTok Shop will not charge you the $10 appeal fee for that auto-contested chargeback. Auto-contest means TikTok Shop may respond to a chargeback on your behalf. TikTok Shop may use order information and other available evidence to respond to the financial institution or card issuer. Auto-contest means TikTok Shop may respond to a chargeback on your behalf. TikTok Shop may use order information and other available evidence to respond to the financial institution or card issuer.
Auto-contested chargebacks for eligible orders
This section applies to eligible order types, including auction orders and orders in Collectibles, Pre-owned, or Auctions categories. If a customer files a merchandise chargeback for an eligible order, TikTok Shop may auto-contest the chargeback on your behalf. You do not need to submit an appeal or take action unless TikTok Shop asks you for more information. You may see the auto-contested chargeback at the order level in Seller Center. TikTok Shop will notify you of the outcome by email and through your Seller Center inbox. The outcome of a chargeback review is determined by the financial institution. If you disagree with the decision or need further support, please contact TikTok Shop Seller Support.
Required Information for Appeals
To appeal a chargeback, sellers must include the following information in their appeal:
The status of the transaction
A description of the product, and
Proof that the item was received by the cardholder
Additional documents sellers may include, but are not required to add:
Order confirmation emails
Details of any changes, refunds, or cancellation of an order
Tracking numbers
Images of the product
Customer message records
Note that any supporting documentation forwarded to TikTok Shop in an appeal may be presented to the financial institution. As a result, ensure that all documentation is relevant to the appeal.
Preventing Chargebacks
To minimize the likelihood of a customer filing a chargeback:
Include clear photos and accurate descriptions of your products in your product listing details.
Publish clear shop policies about returns and refunds.
Respond quickly to customers and replace defective or damaged products.
Ship products as soon as possible, after payment is collected for an order.
Pack and ship products in a way that protects them from being damaged in transit.
If shipping is delayed, inform customers of order updates.
Enforcement Actions and Appeals
We regularly review shops for compliance with our policies. If violations are identified, enforcement actions may be applied. This may include, but is not limited to:
Deducting points from the seller’s Account Health Rating (a performance metric)
Removing product listings
Revoking access to offer products for sale
Issuing refunds to customers
For more information on enforcement actions, refer to our Seller Enforcement Policy. To appeal an enforcement action, visit theAppealssection for guidance.
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