EU: TikTok Shop Complaint Handling Policy

TTS EU Complaint Handling Policy_42032.pdf

(102.9 KB)

TikTok Shop takes complaints from its business users seriously. This page explains how you can get in touch with TikTok Shop if you have a complaint about something that affects you as a business user operating as a seller, partner or creator on TikTok Shop to offer goods or services to consumers in the UK or EU.
Raising a complaintYou can raise a complaint about TikTok Shop in the following ways:

1. If you are seller, you can raise a ticket (or use the instant message chat function by clicking on the headphones icon) in the Help Centre located in the TikTok Shop Seller Centre.
2. If you are TikTok Shop partner, you can raise a ticket in the TikTok Shop Partner Centre.
3. If you are a TikTok Shop creator, you can raise a ticket in the Creator Centre or via the 'Live Chat' function.

You can also raise a complaint via our dedicated Platform to Business complaints form here.
Raising a complaint is free of charge.
What can you raise a complaint aboutYou can raise a complaint via these routes about:

1. Any technical issue relating directly to the provision of TikTok Shop and that affects you.
2. Any measures taken by TikTok Shop, or the behaviour of TikTok Shop, that affect you (please note: you should raise a complaint about content or account violations for which an appeal route is made available); or
3. Any breach of the Platform to Business Regulations (EU) 2019/1150 by TikTok Shop that affects you.

Some of the contact routes above may allow you to raise complaints about other issues. For example, an order fulfilment issue on TikTok Shop.
What happens when you raise a complaintWhen you raise a complaint we will:

1. Acknowledge your complaint;
2. Consider the issues raised and follow-up with you if needed to adequately address the issue raised.
3. Handle the complaint transparently and in a manner which is proportionate to its importance and complexity.
4. Treat equivalent situations equally;
5. Deal with your complaint swiftly and effectively, taking account of the importance and complexity of the issue raised; and
6. Communicate the outcome of our assessment to you in an individualised manner and within a reasonable timeframe.
   Gearáin d’úsáideoirí gnó TikTok Shop

Glacann TikTok Shop gearáin óna úsáideoirí gnó dáiríre. Míníonn an leathanach seo conas is féidir leat dul i dteagmháil le TikTok Shop má tá gearán agat faoi rud éigin a théann i bhfeidhm ort mar úsáideoir gnó ag feidhmiú mar dhíoltóir, comhpháirtí nó cruthaitheoir ar TikTok Shop chun earraí nó seirbhísí a thairiscint do thomhaltóirí sa RA nó san AE.Gearán a dhéanamhIs féidir leat gearán a dhéanamh faoi TikTok Shop ar na bealaí seo a leanas:

1. Más díoltóir tú, is féidir leat ticéad a ardú (nó feidhm chomhrá na teachtaireachta meandracha a úsáid trí chliceáil ar dheilbhín na gcluasán) san Ionad Cabhrach atá suite in Ionad Díoltóra Siopa TikTok.
2. Más comhpháirtí TikTok Shop tú, is féidir leat ticéad a ardú in Ionad Comhpháirtithe Siopa TikTok.
3. Más cruthaitheoir Siopa TikTok thú, is féidir leat ticéad a ardú san Ionad Cruthaitheoir nó tríd an bhfeidhm ‘Comhrá Beo’.

Is féidir leat gearán a dhéanamh freisin trínár bhfoirm ghearán tiomnaithe Ardán do Ghnó anseo.Tá déanamh gearán saor in aisce.Céard is féidir leat gearán a dhéanamh faoi?Is féidir leat gearán a dhéanamh trí na bealaí seo faoi:

1. Aon cheist theicniúil a bhaineann go díreach le soláthar TikTok Shop agus a théann i bhfeidhm ort.
2. Aon bhearta a ghlac TikTok Shop, nó iompar TikTok Shop, a théann i bhfeidhm ort (tabhair faoi deara le do thoil: ba cheart duit gearán a dhéanamh faoi sháruithe ar ábhar nó ar chuntas a gcuirtear bealach achomhairc ar fáil ina leith); nó
3. Aon sárú ar na Rialacháin Ardán go Gnó (AE) 2019/1150 ag TikTok Shop a théann i bhfeidhm ort.

D’fhéadfadh cuid de na bealaí teagmhála thuas deis a thabhairt duit gearáin a dhéanamh faoi cheisteanna eile. Mar shampla, ceist um chomhlíonadh ordaithe ar TikTok Shop. Cad a tharlaíonn nuair a dhéanann tú gearánNuair a dhéanann tú gearán déanfaimid:

1. Do ghearán a admháil;
2. Smaoineamh ar na ceisteanna a rinneadh agus obair leantach a dhéanamh leat más gá chun aghaidh a thabhairt go cuí ar an gceist a rinneadh.
3. An gearán a láimhseáil go trédhearcach agus ar bhealach atá comhréireach lena thábhacht agus lena chastaíocht.
4. Cásanna coibhéiseacha a chaitheamh go cothrom;
5. Déileáil go tapa agus go héifeachtach le do ghearán, agus tábhacht agus castacht na ceiste a rinneadh á gcur san áireamh; agus
6. Toradh ár measúnachta a chur in iúl duit ar bhealach aonair agus laistigh de thréimhse réasúnta ama.