Care Service Program

07/03/2026

Applies to:Malaysia

This guide helps Sellers understand the Care Service Program on TikTok Shop Malaysia, so Sellers can explain the buyer-facing service clearly, build Buyer trust, improve store competitiveness, and reduce confusion after delivery.

Why Care Service Matters for Sellers

Benefit	Description
🛡️ Build Trust	Buyers feel secure when protection is available.
📈 Increase Sales	More buyers are likely to complete checkout.
🛠️ Minimize Complaints	Reduces disputes over post-delivery damages.
🌟 Boost Reputation	Enhances store credibility and trustworthiness.

What is the Care Service Program?

The Care Service Program is an optional buyer-paid service available on eligible TikTok Shop MY orders. Under the MY Service Model, it offers after-delivery service support for selected product categories, including Gadget Care, Electronic Care, Merchandise Care, and Allergy Care Service.

In Malaysia, the Care Service Program is delivered with PS Partners (PSP) as the service partner. Sellers should use service-model wording such as care service, service program, and Service Request when explaining the offering.

By understanding the Care Service Program, Sellers can promote a safer and more confident shopping experience while setting the right expectations on what the service covers and where Buyers should go for support.

How does the Care Service Program work?

Eligible items will display a Care Service option during checkout.
Buyers can add the Care Service when completing their purchase.
After the item has been delivered and received successfully, the applicable added value services & service period becomes active.
If the covered scenario happens during the service period, Buyers should submit a Service Request through the official service flow shown in the product materials.

Core Care Service Membership Benefits

The Care Service Membership by PS Partners provides an all-in-one lifestyle and support ecosystem designed to save members time and money through exclusive savings and trusted, on-demand solutions. Members enjoy personalized concierge guidance for product repairs and wellness check-ups, alongside valuable perks including an RM 60 voucher for bulky item disposal with The Lorry, an RM 25 discount on home improvements via Recommend.my, and an extra RM 5 bonus on cash-reward electronic recycling through ERTH. Additionally, the membership offers up to RM 40 off vetted babysitting services via Kiddocare, exclusive discounts on wellness services partnering with nationwide healthcare and pharmacies, and complimentary product protection. All easily accessible by visiting PolicyStreet Service Portal.

What types of Complimentary Protections are available in Care Service are?

Care Service Type	Coverage Scope	Service Period
Electronic Care Service	Accidental physical damage during normal usage (for example: drop, compression, liquid damage) and loss due to theft	12 months after order delivered
Gadget Care Service		12 months after order delivered
Merchandise Care Service	Accidental physical damage during normal usage (for example: drop, compression, liquid damage)	60 / 120 / 365 days after order delivered
Allergy Care Service	Medical reimbursement for adverse reactions directly resulting from the use of a purchased product, up to 5x the purchase price of the item, max. USD 1000 (MYR 4,000) or up to the purchase price of item. And an accidental death benefit of RM500	90 days after order delivered

How should Sellers explain coverage?

Coverage depends on the selected care service type and the product-specific service terms.
Current MY service-model Electronic Care, Gadget Care, Merchandise Care, and Allergy Care Service programs use 0% deductible according to the latest service appendix.
Sellers should explain the service scope clearly, but should not promise that a Service Request will automatically be approved.

Important Exclusions

Care Service Type	Important Exclusions
Electronic Care Service	Misuse or use not according to manufacturer instructions Consumable parts (e.g., filters, bulbs) unless damaged by an accident Intentional damage or liquid damage (if not explicitly covered) Factory defects covered by manufacturer warranty
Gadget Care Service	Intentional damage or gross negligence Cosmetic damage (e.g., scratches, dents) not affecting functionality Damage due to unauthorized repair or modification Normal wear and tear, battery degradation Loss or theft without a police report
Merchandise Care Service	Normal wear and tear Intentional damage or misuse Items still under manufacturer warranty Cosmetic issues that do not affect the item's primary function
Allergy Care Service	Medical symptoms not related to the usage of the purchased item Pre-existing conditions or illness, or reaction symptoms that do not require medical treatment Factory failures, defective products, expired products, incorrect use Accidents not related to the purchased item, intentional incidents, or incidents after service period Covered Person under age 18 or over age 75

Common Seller Questions about Care Service

Question	Answer
What should Sellers tell Buyers about Care Service?	Care Service is available for eligible TikTok Shop MY orders and helps give Buyers extra peace of mind if their product is damaged during usage after delivery.
Do sellers need to pay for or manage Care Service?	No. Buyers select and pay the service fee during checkout. Sellers do not need to activate, collect payment for, or manage the service.
Where should Buyers go for Care Service support?	Ask Buyers to check their order details and follow the official Care Service flow via the PolicyStreet Service Portal. If they need help, they should contact TikTok Shop Customer Service.
Do Sellers handle Service Requests?	No. Sellers should not assess, approve, reject, or fulfil Service Requests. Guide Buyers to TikTok Shop Customer Service or the official Care Service flow.
What issues should go through TikTok Shop aftersales instead?	Shipping issues, wrong or missing items, product defects, warranty issues, and return or refund requests should go through TikTok Shop aftersales. Care Service should not replace the normal aftersales process.

🚀 Quick Summary for Sellers

The Care Service Program is optional and purchased by Buyers.
Sellers are not involved in the purchase, service activation, or Service Request handling process.
If Sellers receive questions about Care Service or a Service Request, please advise the Buyer to contact TikTok Shop Customer Service or follow the official PolicyStreet service flow shown for the product.

Thank you for supporting a safer and more confident buying experience on TikTok Shop! 🌟

Learn more: Visit TikTok Shop Buyer Help Center for updated guides about Care Service and Buyer support best practices.

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