Hướng Dẫn Kháng Cáo Vi Phạm Giao Hàng Trễ do Lỗi Đơn Vị Vận Chuyển trên TikTok Shop
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Published: 2025-06-29 · Source: crawler_authoritative
Tình huống
Người bán TikTok Shop gặp tình huống không thể giao hàng đúng hạn do các vấn đề liên quan đến Đơn vị Vận chuyển (LSP - Logistics Service Provider), dẫn đến nguy cơ bị tính vào Tỷ lệ Giao hàng trễ (Late Dispatch Rate - LDR).
Insight
TikTok Shop cho phép người bán kháng cáo khi việc giao hàng trễ không phải do lỗi của người bán. Quy trình: TikTok Shop sẽ thông báo qua Seller Center > Manage Orders khi có sự cố, giai đoạn này không có hành động xử phạt. Người bán có quyền nộp kháng cáo với đầy đủ bằng chứng, và TikTok Shop sẽ xem xét trong vòng 24 giờ. Có hai nhóm tình huống chính: (1) Đơn vị Vận chuyển đến lấy hàng (Picked Up): Scenario A - LSP đến quá sớm (cần video/ảnh có timestamp); Scenario B - LSP không đến lấy (cần record chat, ảnh CCTV, manifest từ ERP); Scenario C - LSP đến nhưng không đủ sức chứa (cần record giao tiếp, pickup manifest có chữ ký, ảnh xe đầy); Scenario D - LSP lấy đúng giờ nhưng quét trễ (cần ảnh xe chứa hàng, pickup manifest); Scenario E - Bất khả kháng (cần ảnh/video dự báo thời tiết, thông báo chính phủ về kiểm soát dịch bệnh, thiên tai, hoặc bằng chứng hàng bị đốt/cháy/mất). (2) Người bán tự giao đến điểm gửi (Dropped Off): Scenario A - Gửi đúng giờ nhưng LSP quét trễ (cần ảnh xếp hàng, drop-off manifest); Scenario B - Điểm gửi không hoạt động (cần ảnh/video có timestamp); Scenario C - Điểm gửi từ chối cung cấp manifest (cần record giao tiếp); Scenario D - Bất khả kháng (tương tự Scenario E nhóm 1).
Hành động
Người bán cần nộp kháng cáo qua Seller Center > Manage Orders kèm các tài liệu bắt buộc: Ảnh/video có timestamp hiển thị, bản ghi giao tiếp (screenshot chat, voice recording), bản sao manifest từ LSP có chữ ký và thời gian bàn giao, bản sao seller dispatch manifest từ hệ thống ERP với timestamp và order ID. Đối với lỗi LSP, cần chuẩn bị đầy đủ bằng chứng chứng minh sự cố không phải do người bán. Thời gian xem xét kháng cáo là 24 giờ.
Điều kiện áp dụng
Chỉ áp dụng khi việc Vận chuyển trễ không phải do lỗi của người bán. Không áp dụng cho các trường hợp người bán tự ý hủy đơn hoặc chậm trễ do đóng gói.
Nội dung gốc (Original)
Appeal Documentation for Fulfilment-related Violations06/29/2025Fulfillment PolicyWe recognise that situations can arise where you are unable to ship out your orders in time. We will notify you via Seller Center > Manage Orders if this happens. At this stage, we will not take any enforcement actions against your shop, and you can file an appeal if you feel that this delay in shipment should not be counted as part of your shop’s Late Dispatch Rate. We will review your appeal within 24 hours. Do provide the following documents when submitting your appeal:For Orders Picked Up By Your Logistics Service ProviderScenario A - The Logistics Service Provider arrived too early for package collectionPhoto or video evidence with a visible timestamp that shows that the Logistics Service Provider (LSP) arrived too early for collectionScenario B - The Logistics Service Provider did not turn up to collect the packageRecord of communications with the LSP proving they did not turn up. This can be a dated record of the chat log (e.g. screenshot of conversation via messaging app, or voice recording) with the LSP either showing continuous follow-ups from the seller Photo or CCTV recording with a visible timestamp indicating the package was available for pickupA copy of the seller dispatch manifest generated from the seller Enterprise Resource Planning (ERP) system with the order shipped timestamp and order IDScenario C - The Logistics Service Provider turned up but did not have sufficient capacity to collect the packageRecord of communications (e.g. screenshot of conversation via messaging app or voice recording) with the Logistics Service Provider proving they did not have sufficient capacity to collect the packageA copy of the pickup manifest from the LSP with their signature, order handover time and the number of orders handed overPhotos of the LSP’s vehicle already fully filled with packages even though there are packages ready for collection, with visible timestampsScenario D - The Logistics Service Provider was punctual in picking up the packages but was late in scanning themPhotos of the LSP’s vehicle being filled with your packages, visible timestampsA copy of the pickup manifest from the LSP, clearly indicating the affected orders’ IDs with order handover timeScenario E - Force majeurePhotos or videos of the relevant weather forecast from a third-party website or TV station, with visible timestampsPhotos or videos or copies of relevant government announcements regarding epidemic control (such as closure of a city), with visible timestampsPhotos or videos of natural disasters (such as earthquakes, tsunamis or flash floods) reported by news agencies, with the visible timestampsPhotos or videos proving that the relevant package was burned, stolen, destroyed, damaged or misplaced by unforeseen and unavoidable circumstances For Orders Dropped Off At Your Logistics Service ProviderScenario A - You dropped the package off at the designated drop-off point on time, but the Logistics Service Provider was late in scanning itPhotos or videos with visible timestamps of you queuing up at the drop-off point with your package ready for drop-off. The relevant order IDs must be provided in the appeal material.A copy of the drop-off manifest (see image below) from the LSP, clearly indicating the affected orders’ IDs with order handover timeScenario B - The designated drop-off point was not in operationPhotos or videos with visible timestamps of you queuing up at the drop-off point with your package ready for drop-off and the relevant order IDs captured, but the drop-off was not in operationScenario C - The designated drop-off point refused to provide the drop-off manifest or rejected your packageRecord of communications (e.g. screenshot of conversation via messaging app, or voice recording) with the LSPScenario D - Force majeurePhotos or videos of the relevant weather forecast from a third-party website or TV station, with visible timestampsPhotos or videos or copies of relevant government announcements regarding epidemic control (such as closure of a city), with visible timestampsPhotos or videos of natural disasters (such as earthquakes, tsunamis or flash floods) reported by news agencies, with the visible timestampsPhotos or videos proving that the relevant package was burned, stolen, destroyed, damaged or misplaced by unforeseen and unavoidable circumstancesIs the content above helpful? 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The Late Dispatch Rate (LDR) is the percentage of all orders (…Table of contentsFor Orders Picked Up By Your Logistics Service ProviderScenario A - The Logistics Service Provider arrived too early for package collectionScenario B - The Logistics Service Provider did not turn up to collect the packageScenario C - The Logistics Service Provider turned up but did not have sufficient capacity to collect the packageScenario D - The Logistics Service Provider was punctual in picking up the packages but was late in scanning themScenario E - Force majeureFor Orders Dropped Off At Your Logistics Service ProviderScenario A - You dropped the package off at the designated drop-off point on time, but the Logistics Service Provider was late in scanning itScenario B - The designated drop-off point was not in operationScenario C - The designated drop-off point refused to provide the drop-off manifest or rejected your packageScenario D - Force majeure
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Completion (Hoàn tất đơn)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=1683292772615953
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