This document explains Gooten’s policies as they relate to TikTok Shop requirements.
- Fulfillment Policies
- TikTok’s Performance Metrics
- Customer Service Policies
- Refunds and Returns
- Tax policy
- Additional Tips
- Product List
Fulfillment Policies
Gooten-approved vendors will ship orders per TikTok’s policies. Orders will be marked as "Awaiting Collection" within two business days of submission. "Awaiting Collection" means the order is ready for pick-up, and the tracking number has been shared.
Once the shipping label is created, the shipping carrier must scan the order within 24 hours.
TikTok’s Performance Metrics
Gooten vendors will be held to the following TikTok metrics:
- Seller Fault Cancellation Rate (or SFCR) is calculated as the percentage of confirmed orders placed in the applicable calculation period that were cancelled due to the seller's fault prior to the orders reaching Transit to Ship (TTS) or Shipped or Dispatched status. All sellers will be expected to maintain an SFCR of equal to or less than 2.5% at all times.
- All sellers are expected to maintain an LDR (Late Dispatch Rate) of equal to or less than 4% at all times.
- A Valid Tracking Rate (or VTR) is calculated as the percentage of a seller's orders processed within the calculation period that had accurate and verifiable tracking numbers. Sellers who choose "Ship by Seller" must accurately input the relevant tracking IDs, Shipping Provider Name, and Shipping Service to ensure the tracking information provided is valid. All sellers must continuously maintain a VTR equal to or greater than 95%.
- Seller fault return and refund rate <1.0% (error rate)
Customer Service Policies
All sellers who offer products for sale through TikTok Shop must do so in accordance with the TikTok Shop Customer Order Cancellation, Return, and Refund Policy, which is updated periodically. Sellers must check this page regularly to ensure compliance with TikTok’s current policies.
NOTE: As TikTok continually updates its policies, any new guidelines not explicitly outlined in the following article will not be automatically guaranteed and are subject to review by the Gooten team.
Cancellations
Customer cancellations are allowed by TikTok in the following scenarios:
- The shipping type is Ship by Seller, and a cancellation request is made less than one hour after the time of ordering during the "pending" period. - No refund is required as the order is cancelled automatically.
- The order status has not changed to "Shipped" after three business days and the seller adjusts the Order Processing Time, which extends the Estimated Delivery Time range. - Gooten will refund the order if the customer chooses to cancel.
- The order is not delivered within the Estimated Delivery Time range. - Gooten will refund the order for the lower 48 states. This does not include Alaska, Hawaii, U.S. Territories, or APO/FPO addresses.
-
Customers cannot cancel an order if the order status is in Ready to Ship (RTS) (i.e. “Shipped” in Gooten’s system). If a customer requests a cancellation of an order before Ready to Ship (RTS) status, the seller must upload the tracking number or approve the customer's cancellation request within 24 hours of the received cancellation request. If the seller does not upload tracking within 24 hours (i.e. the order does not ship), TikTok will automatically cancel the order.
- Gooten cannot guarantee cancellation requests for items that are already in production. A seller can request to cancel an order with Gooten; however, if the item has already been produced, the order cannot be cancelled. The seller can choose to accept the customer’s cancellation request, but the seller will be charged for the production cost.
Refunds and Returns
Customers may only request a Return and Refund after the package status is marked as "Shipped." Customers have 30 calendar days after the package status is updated to "Delivered" to raise a Return and Refund request.
Gooten does not accept returns for any reason. TikTok Shop will auto-approve any return, and Gooten will refund orders in accordance with the policies listed below. Any returns requested by customers that fall outside the list will be the seller’s responsibility to refund. Full refunds by Gooten will include any applicable TikTok processing fees.
For any refund request from customers, sellers must follow these TikTok Shop guidelines:
- When submitting refund requests, customers must attach reasonable and relevant supporting materials (such as photos or videos of products).
- Sellers have two (2) business days (excluding weekends) to review refund-only requests.
- If the seller takes no action after two (2) business days (excluding weekends) from when the request was submitted, TikTok Shop will auto-approve the refund request.
- A seller must not reject a customer’s return or refund request without a solid and justified reason.
- If a seller accepts a refund request, the seller must submit a ticket to Gooten with all photo and video proof to receive a refund.
| Refund Responsibility Chart | |
| Reason | Responsible Party |
| The customer no longer needs the product | Seller will refund |
| The customer received a product that did not match the product description provided at the time of purchase. | Seller will refund. Gooten will refund for a wrong or defective item. |
| Product with missing parts or accessories was delivered | Gooten will refund |
| The product's condition upon delivery was defective. This includes poor print quality that does not result from poor-quality image files or incorrect image placement. | Gooten will refund |
| The wrong product was delivered | Gooten will refund |
| The package was not received within the Estimated Delivery Time, and the customer did not consent to the delay. TikTok will issue an automatic refund to the customer. | Gooten will refund |
| The shipping box was damaged, but the product is in good condition | Seller will refund |
| The product was damaged, but the shipping box is in good condition | Gooten will refund |
| The product doesn't fit properly | Seller will refund. Gooten will refund if the wrong size is delivered. |
| The product's fabric, material, or style is not as expected | Seller will refund. Gooten will refund if the item is defective. |
| The colour or pattern of the product is not as expected | Seller will refund. Gooten will refund if the item is defective. |
| If a product is out of stock, the seller may notify the customer and cancel the order. However, these cancellations will negatively impact SFCR. | Gooten will refund if the order is OOS and the customer cancels. |
| Lost in Transit Shipments | Gooten will refund |
| Invalid tracking numbers | Gooten will refund |
| The package wasn't received after the order status was marked as delivered | This is at the seller’s discretion to refund. Gooten will not refund if the order is marked “delivered.” |
Reprint Policy
- Sellers cannot use the self-reprint function in Admin. Reprints need to be submitted as brand-new orders to ensure they are prioritized correctly. The original order will be refunded.
Tax policies
The TikTok shop sales tax policies are the same as Etsy. The sellers are "marketplace facilitators, " meaning US State sales tax jurisdictions hold them accountable for collecting and remitting sales tax for orders placed through the TikTok shop. The sales tax exemption requirements will be on par with our other Etsy clients. FAQ link here
Product List
Please note that ONLY these products are available for TikTok. You can check them in this document.
Additional Tips
Store Setup
- When setting up new TikTok shops, sellers must choose the longest handling time available and “Economy” shipping, NOT “Standard” shipping. This will ensure orders will be delivered within the required timeframe.
- Orders will only be prioritized if they contain ONLY TikTok eligible products.
If an order is placed for a TikTok-eligible item and a non-TikTok-eligible item, the order will not be prioritized.