Philippines Site Releases After-Sale Dispute Policy: Sellers Must Strengthen Evidence and Recordkeeping
The Philippines site has released an after-sale dispute escalation policy, requiring sellers to prepare product, logistics, communication, and return-inspection evidence while bearing the risk of platform enforcement.
What are the key facts?
- 1TikTok Shop Philippines released an after-sale dispute escalation policy
- 2The policy applies to sellers and consumers on the Philippines site
- 3The platform will take enforcement measures based on dispute facts and materials from both parties
- 4Sellers must strengthen after-sale evidence management
What happened?
TikTok Shop Philippines released the After-Sale Dispute Escalation Handling Policy on September 25, 2026. The policy applies to sellers and consumers on the Philippines site and mainly covers refunds, returns, after-sale dispute escalation, and platform adjudication procedures. Sellers must comply with the platform’s seller terms, after-sale policies, and applicable local laws and regulations. When handling disputes, the platform may consider the facts of the dispute, order records, evidence submitted by the buyer, and materials submitted by the seller before taking enforcement measures. The announcement did not introduce a unified new fixed fee or a single processing deadline, but it raised sellers’ evidence-management requirements for after-sales cases, product authenticity, delivery records, return status, and communications. Chinese cross-border sellers, particularly those in apparel, beauty, electronic accessories, and high-return-rate categories, should retain pre-shipment product photos, parcel weight and packaging information, logistics tracking, chat records, and return-inspection records. These materials can help prove that the correct product was shipped or clarify whether items returned by buyers are missing, damaged, or swapped.
What does this mean for cross-border sellers?
After a dispute is escalated on the Philippines site, the platform will take enforcement measures based on the order record, evidence from both parties, and the dispute facts. Sellers in apparel, beauty, electronic accessories, and high-return-rate categories will find it harder to prove fulfillment and product condition if they lack shipping, logistics, communication, or return-inspection records.
What should sellers do now?
- 1Create an after-sale evidence folder for apparel, beauty, electronic accessories, and high-return-rate categories on the Philippines site. Archive pre-shipment photos, weight, packaging, and logistics tracking by order, audit completeness, and create a list of missing items.AI Customer Service
- 2Complete inspection and chat records for returned orders on the Philippines site. Record and link any missing, damaged, or swapped items to the order; sample recent returns this week and ensure every order has an inspection conclusion and exported communication records.