Customer Response Templates

Triage your situation first — see your deadline, escalation risk, and what TikTok policy requires. Then generate a ready-to-paste response.

TikTok requires responses within 24 hours. Casual replies ("Hi", "Thanks") do not count as valid responses — must address the inquiry. Target response rate is 90%+. Dispute evidence must be submitted within 24 hours of notification or TikTok auto-rules against you.

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The situation

Situation type required

Order value

TikTok auto-approves refunds for electronics under $60 and all other products under $100 when undelivered 6+ days past EDT

Days since order placed

Who is at fault — your honest assessment required

Logistics carrier caused this

Late delivery, damage in transit, failed scan

We made an error

Wrong item, missing parts, listing inaccuracy

Claim seems legitimate but unclear

Need to investigate before deciding

Claim appears fraudulent or exaggerated

Something doesn't add up

Is a dispute currently open?

Dispute is open — evidence must be submitted within 24 hours of notification

When did you receive the dispute notification?

Have you submitted evidence yet?

What actually happened

Context — be specific required

What you are prepared to offer

Full refund, no return required Full refund after return Partial refund Replacement item reshipped Store credit Investigate with carrier first Escalate to TikTok dispute team No resolution — applying policy

Tone

Situation assessment — calculated instantly, no API call

Pre-response triage

Situation type—

Escalation risk—

Deadline status—

Recommended tone—

Policy note—

Writing response...

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