Notice:

• This new process will be applicable from 5th March 2024 onwards.
• For seamless experience in overall delivery journey for both sellers and buyers, TikTok Shop is assigning the best logistics provider based on order volume profiles, and locations.
• Nevertheless, if sellers experience any logistics issue leading to a desire to adjust logistics providers, sellers may follow the process attached in this article.
• Please update your contact number in seller center to the latest one. The new LSP that you requested to change might contact you later, so please make sure that your contact number is contactable.

How to submit the request

1. Raise the request via the ticket System HERE
   • Topic: Order Fulfillment > Ship option by platform > Change shipping channel -- <your reason of change>

2. Input example of affected order ID
3. Fill in the "Specify your issue" by adding some reason for request in a free text.
4. Attach the evidence as requested. You can see the required evidence for each changing reason in this article.

Evidence needed for change request

Category	Reason for LSP change request	Applicable conditions	Evidence required
Logistics Performance Issue	Change shipping channel -- Late/No Pickup From Service Provider	Late dispatch rate (LDR) is higher than TikTok Shop's change LSP criteria	Example of Impacted order ID	L30D LDR score
	Change shipping channel -- Slow/Late Delivery	On time delivery rate is lower than TikTok Shop's change LSP criteria		-
	Change shipping channel -- Incidents: Damage/Losses	Lost or Damage rate is higher than TikTok Shop's change LSP criteria		Screenshot of damaged/lost orders, and total completed order vol. In last 30D
	Change shipping channel -- Shipping fee overcharge	Number of effected order by this issue		-
Seller's preference	Change shipping channel -- No Drop-off Points Nearby	Distance between seller location and NEW drop point is less than TikTok Shop's change LSP criteria		Distance between1. Seller - Current LSP drop point2. Seller - New LSP drop point
	Change shipping channel -- Parcel rejected by shipping provider	Current LSP really does not allow to ship the product.		Proof that LSP rejected receiving parcel Product details (name, type, dimension)
	Change shipping channel -- Other reasons	Based on what issue you raise		Based on what issue you raise

Why did my request get rejected?

1. Your evidence is incomplete or invalid. You may find the required evidence list and the example of the valid evidence above in this article.
2. Your requested reason is "No Drop-off Points Nearby" but based on historical data, we found that you have more pick-up orders than drop-off orders. Pick-up orders is counted based on seller's selection in seller center when request for "ready to ship".
3. Your requested reason is "Late/No Pickup From Service Provider" but based on historical data, we found that you have more drop-off orders than pick-up orders. Drop-off orders is counted based on seller's selection in seller center when request for "ready to ship".
4. Your shipping provider change request has been approved within the last 90 days.
5. After checking, your current shipping provider's performance in the last 30 days is not below the standard.

Note

1. The seller shall acknowledge that logistics assignment to all sellers is aimed for best customer experience with best logistics performance consecutively. Whereby, there are aligned standard agreements between TikTok Shop and all partnered logistics providers.
2. Seller can only request the logistics provider which is supported by TikTok Shop
3. Seller needs to have at least 1 logistics provider to support Standard Shipping as logistics channel.
4. The seller needs to meet the criteria that TikTok Shop set by providing the evidence according to each change reason. (can see in section 3)
5. If the seller got the approval to change logistics provider, TikTok Shop will not allow seller to request again within 90 days after approval.
6. TikTok Shop has all rights reserved to not provide approval if evidence are not supported to TikTok shop's criteria.