What do I do if my order is lost or damaged?

Only Shipped via Platform orders are eligible for reimbursement.You will be reimbursed under the following conditions:

• The issue is caused by the buyer, logistics service provider, or platform.
• You didn't receive the returned order or any payout for the order.

If your order is lost or damaged, we will provide compensation for the order within five business days, barring any unforeseen circumstances according to TikTok Shop Customer Order Cancellation, Return and Refund Guidelines. Additionally, TikTok Shop will automatically cancel the order and refund the buyer.

• If you haven't received compensation within that timeline, you can create a ticket under Complaints & Disputes (Logistic related) > Delivery process inquiry > Package Lost or Complaints & Disputes (Logistic related) > Logistic Issue > Package Damaged so that our support team can follow up.

You have 40 calendar days from the last logistics status update to submit a claim.

• If you submit a claim or request for compensation after 40 calendar days from the last status update, your claim will be rejected.
• For example, if the latest logistics status was updated to Package Lost on 1st February 2024, you have until 11th March 2024 to submit your claim. Any claim submitted after 11th March 2024 will be rejected.

The conditions that we can reimburse the seller:

• If the platform checks and confirms that it is not the seller's fault, which means it might be the responsibility of the buyer, the shipping service provider, or the platform.
• If the seller loses both money and goods, which means the seller does not receive payment for that order and also does not receive the returned parcel from the shipping service provider.

For fruit shipment; The conditions that we can reimburse the seller:

• If the platform checks and confirms that it is not the seller's fault (not due to overtime delivery and seller follows the packaging requirement), which means it might be the responsibility of the buyer, the shipping service provider, or the platform.

Note: The seller will not be compensated if the fruit parcel is damaged during shipping or if the shipment must
be scrapped by the shipping service provider. Also, the parcel will not be returned to the seller if the buyer claims
that the delivered fresh fruit parcel is damaged.
However, if the seller follows the packing standards, but the shipping service provider takes more than 3 days, the shipping service provider will be responsible for the damages due to delayed delivery, and the seller will receive a refund.
If your order status is still In Transit, but you've received a message from the logistics service provider that the order is lost or damaged, you can create a ticket under Complaints & Disputes (Logistic related) > Delivery process inquiry > Package Lost or Complaints & Disputes (Logistic related) > Logistic Issue > Package Damaged including the order ID and any supporting evidence to claim reimbursement.

• Evidence for package damaged: Unboxing of the package to show damaged products, packaging procedure before arranging for shipment, materials used to secure packaging, and the label of the package (make sure the tracking number is visible).
• If you select Package lost, no evidence is required.