CS + TikTok Customer Escalation Instructions

To help you with your TikTok issue and to ensure you get an answer in the most timely way possible, it is important that you follow these instructions. 

If You Received a TikTok Shop Violation


If you believe you have received a TikTok violation in error, please follow these steps before you reach out to your Customer Growth Specialist or CS Support. 

  1. Appeal the violation through the TikTok Seller Center. 
  2. Wait 72 hours for TikTok to process your appeal. You can check the status of your appeal in the TikTok Seller Center. TikTok will also send an email with your appeal decision.
  3. If your appeal is denied or is still pending after 72 hours, reach out to your Customer Growth Specialist or CommentSold Support to escalate your issue.
  NOTE: We cannot escalate your violations-related issue until you have been through the TikTok Appeals process. 

After You Have Completed the TikTok Appeals Process

When reaching out to your Customer Growth Specialist or CS Support to escalate a violation with a failed or pending appeal, you will need to provide the following information, in addition to your TikTok Seller ID (found in the CommentSold dashboard under the TikTok Setup tab).

Violation Information

  1. Violation Type
  2. Violation Reason
  3. Enforcement Type
  4. Violation Details
  5. Record ID
  6. Create Time
  7. Related Info (if applicable)--Was this related to a live sale, products, order, shipping, etc? 

Appeal Information

  1. Appealed in TikTok Seller Center? (Yes or No)
  2. Appeal Date
  3. Appeal ID (same as Record ID)
  4. Appeal Status

Screenshots

  1. Original violation in TikTok Seller Center
  2. Appeal Information in TikTok Seller Center 
  3. Shipping Manifest (if the violation was a shipping-related issue)

If You Have an Issue Not Related to a TikTok Violation


If you have an issue unrelated to a TikTok violation, please contact your Customer Growth Specialist or CS Support to escalate the issue.

When reaching out to your Customer Growth Specialist or CS Support, you will need your TikTok Seller ID and to provide information related to the type of issue you are experiencing.

Technical Integration Issues

ORDERS

Orders not syncing correctly, cannot fulfill order in CS, tracking number not syncing, etc.

Order Details

  1. TikTok Order ID
  2. CS Order ID
  3. Order Date
  4. Tracking Number (if applicable)
  5. CSV of orders from TikTok Seller Center (only needed if a large number of orders are having the same issue)

Screenshots

  1. Order details in CS
  2. Order details in TikTok Seller Center

 

REVERSE ORDERS

Return/cancel request not shown in CS, cannot cancel order in CS, cannot cancel order in TikTok, etc.

Order Details

  1. TikTok Order ID
  2. CS Order ID
  3. Order Date
  4. Tracking Number (if applicable)
  5. CSV of orders from TikTok Seller Center (only needed if a large number of orders are having the same issue)

Screenshots

  1. Order details in CS
  2. Order details in TikTok Seller Center
  3. Return record in TikTok Seller Center (if applicable)
  4. Cancellation reason in TikTok Seller Center (if applicable)

 

PRODUCTS

Products not syncing, product attributes, product certification, sync errors, image errors, etc.

Product Details

  1. Product Name
  2. TikTok Product ID
  3. CS Product SKU
  4. Error Message (if applicable)

 

INVENTORY 

Inventory does not match between CS and TikTok, order canceled due to out of stock, etc.

Product Details

  1. Product Name
  2. TikTok Product ID
  3. CS Product SKU

Inventory Details

  1. Inventory in CS
  2. Inventory in TikTok

Order Details (if applicable)

  1. TikTok Order ID
  2. CS Order ID
  3. Order Date
  4. CSV of orders from TikTok Seller Center (only needed if a large number of orders are having the same issue)

 

LIVE ON TIKTOK

Products not shown, shop UI not shown, comments not shown in CS, etc.

Live Details

  1. Live Date
  2. Live Time

Account Setup Issues


ACCOUNT AUTHORIZATION

Authorization renewals, authorization extensions, error when connecting CS to TikTok, etc.

Account Type

  1. TikTok Shop Account and/or TikTok Creator Account
  2. Account Email for affected account(s)
  3. Error Message (if applicable)

 

LINKED ACCOUNTS

Cannot link accounts in TikTok Seller Center, accounts are unlinked, etc.

TikTok Creator Account

  1. TikTok Account Name
  2. Tiktok Account Email
  3. Error Message (if applicable)

Application Issues


REJECTED/PENDING APPLICATION

TikTok Shop application rejected or stuck as pending, cannot proceed with TikTok Shop application, etc.

Application Information

  1. Application Date
  2. Application Status
  3. Rejected/Delayed Reason (if applicable)

Appeal Information

  1. Appealed in TikTok Seller Center? (Yes or No)
  2. Appeal Date
  3. Appeal ID
  4. Appeal Status
  • Social Selling
  • TikTok
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