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Hướng Dẫn Nộp Hồ Sơ Khiếu Nại Vi Phạm Liên Quan Đến Giao Hàng Trễ Trên TikTok Shop

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Hướng Dẫn Nộp Hồ Sơ Khiếu Nại Vi Phạm Liên Quan Đến Giao Hàng Trễ 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 đơn hàng đúng thời hạn, dẫn đến nguy cơ bị tính vào Late Dispatch Rate (Tỷ lệ Vận chuyển trễ). TikTok Shop sẽ thông báo qua Seller Center > Manage Orders khi xảy ra sự cố, và ở giai đoạn này sẽ không có hành động xử phạt nào được thực hiện.

Insight

TikTok Shop cho phép người bán khiếu nại khi Vi phạm liên quan đến Vận chuyển trễ không phải do lỗi của người bán. Thời gian xem xét khiếu nại trong vòng 24 giờ. Hồ sơ khiếu nại được chia thành 2 nhóm chính: Nhóm 1 - Đơn hàng được nhà cung cấp dịch vụ logistics (LSP) đến lấy: Scenario A (LSP đến quá sớm) cần ảnh/video có thời gian hiển thị rõ; Scenario B (LSP không đến lấy) cần record giao tiếp với LSP, ảnh/video có timestamp, bản sao manifest từ ERP; Scenario C (LSP đến nhưng không đủ capacity) cần record giao tiếp, pickup manifest có chữ ký và thời gian bàn giao, ảnh xe LSP đầy; Scenario D (LSP lấy đúng giờ nhưng quét trễ) cần ảnh/video xe chất đầy hàng, bản sao 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 từ các hãng tin, ảnh/video kiện hàng bị cháy/mất/hỏng. Nhóm 2 - Đơn hàng được gửi đến điểm drop-off: Scenario A (Drop đúng giờ nhưng LSP quét trễ) cần ảnh/video xếp hàng có timestamp, bản sao drop-off manifest; Scenario B (Điểm drop-off không hoạt động) cần ảnh/video xếp hàng có timestamp; Scenario C (Điểm drop-off từ chối cấp manifest hoặc từ chối nhận hàng) cần record giao tiếp; Scenario D (Bất khả kháng) cần các tài liệu tương tự Scenario E nhóm 1.

Hành động

Người bán cần chuẩn bị đầy đủ các tài liệu theo từng kịch bản cụ thể trước khi nộp khiếu nại qua Seller Center > Manage Orders. Các loại tài liệu được chấp nhận bao gồm: ảnh/video có thời gian hiển thị rõ ràng, screenshot conversation qua ứng dụng nhắn tin, ghi âm cuộc gọi, bản sao seller dispatch manifest từ ERP system, pickup/drop-off manifest từ LSP có chữ ký, ảnh chụp xe LSP đầy hàng, ảnh/video thời tiết từ website/TV bên thứ ba, thông báo chính phủ về kiểm soát dịch bệnh hoặc thiên tai từ các hãng tin. Appeal sẽ được xem xét trong vòng 24 giờ.

Kết quả

TikTok Shop sẽ xem xét khiếu nại trong vòng 24 giờ. Nếu được chấp nhận, việc Vận chuyển trễ sẽ không được tính vào Late Dispatch Rate của shop.

Điều kiện áp dụng

Chính sách này áp dụng khi người bán nhận được thông báo từ TikTok Shop qua Seller Center > Manage Orders về tình trạng Vận chuyển trễ. Ở giai đoạn thông báo, chưa có hành động xử phạt nào. Người bán có quyền khiếu nại nếu cho rằng sự chậm trễ không phải do lỗi của mình. Chính sách áp dụng cho cả đơn hàng được LSP đến lấy và đơn hàng được gửi đến điểm drop-off.

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? PreviousSeller Appeal GuidelinesNext Appeal Documentation for Customer Service ViolationsYou may also be interested in1 lessonSeller-Fault Cancellation Rate (SFCR)Learn more about Seller-Fault Cancellation Rate, how to calculate it & how to maintain a low SFCRTikTok Shop Vietnam Instant Shipping FeesDear Seller, Starting from 3 September 2025, TikTok Shop offers Instant delivery service for selecte…TikTok Shop Platform Abuse PolicyTikTok Shop is committed to maintaining a fair and trustworthy marketplace for all users. This Polic…What are the order fulfillment timelines for Standard Orders…When handing over packages to Logistics Service Provider (LSP), the order fulfillment timelines diff…Order Handling Capacity ToolThis tool is currently in the pilot phase and will be available only to selected sellers starting 13…Late Dispatch Rate (LDR)What is the Late Dispatch Rate (LDR)? 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

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