Your Guide to Courier Management and Collection Services

1. How do I change my designated courier for Shipped via Platform?

Currently, the platform does not support requests to change courier. The logistics provider will be selected automatically by the system according to factors such as geography and volume of parcels to ensure the best experience for both customers and yourself.
You may refer to the possible solutions below instead:

• Crucial: Please ensure that your warehouse/collection address is up to date on our System to avoid any collection issues/returns issues.
• If the problem is that the delivery point is far from your shop, you can choose the delivery method "Pick up" to allow the courier to pick up your items at the pick up address.
• If your shop is experiencing delayed pick up, you can create a new appeal with the order ID and the number of remaining parcels for us to inform the logistics provider to expedite the pick up process.
• If the package is lost, you can contact us within 30 days after the package status was last updated so that we can help coordinate with the courier and provide compensation to you.
• If you encounter any issues related to delivering the parcel, you can create a new customer service request so that we can coordinate further with the logistics provider to resolve the issue.

2. What is Collections by TikTok (CBT)?

Collections by TikTok is a new collection process designed to enhance your shipping experience. This means, ATA, a Collection by TikTok trusted partner, will perform the pickup of your TikTok Shop parcels and seamlessly pass them to the delivery carrier.
You may be assigned this service if you are using platform shipping, but at no impact to your order processing or to your charges. You can continue to provide parcels to the driver who will notify you before arrival. The only change will be this third-party collecting instead of the delivery.

Benefit of Collections by TikTok

• More accountability, fewer lost parcels: Sellers are responsible for parcels only until they are handed over to CBT. Increased scanning provides better visibility, and if a parcel is lost after handover, sellers are not held accountable.
• Better health metrics, less late dispatch issues: On-site scanning updates shipping status instantly, preserving the 2-day shipping window, improving dispatch rates, and keeping customers informed.
• Cost savings, no duplicates: Scanning at pickup allows drivers to identify previously scanned parcels, preventing duplicates and reducing costs.
• Streamlined communications: ability to speak directly to the collections team via our communications channel, Lark.

3. How can I switch from Dropoff to Collections

1. On Seller Center, go to Orders > Manage Orders. Hover over the icon with three dots (...) and select Fulfilment Settings, or access it through this link.
2. Locate Collection Method Settings, and click the edit icon to start editing your settings.
3. Your selection will become your default collection method.

if you are using platform shipping, you may be assigned to Collections by TikTok (CBT). This service is only available in certain geographical regions in the UK. In order to discuss your eligibility, please fill out this form.

4. How can I switch from Collections to Dropoff?

Dropoff is provided as a convenient option for new sellers on the platform who are managing a lower number of daily orders. Under the platform shipping model, the system may automatically enroll your shop into pickup according to factors such as geography and volume of parcels to ensure the best experience for both customers and yourself. Opt-out is not available under platform shipping.
If you prefer to manage your own couriers and fulfillment, you can do so via the "Shipped by Seller" model.

5. Can I have both Dropoff and Collections at the same time?

Dropoff is not available as an option if you currently have van collections for your parcels.

6. Can I switch back to my previous courier for my platform shipping parcels?

While we understand that sellers may have specific preferences for logistics providers, to maintain high standards of uniformity and efficiency, our platform does not allow sellers to choose their preferred providers.
The partner chosen for you is based on impressive capacity for collection and wide coverage ensures that there will be no interruption to your service, regardless of volume increases, and accommodates all parcel sizes and product types.
We also offer Fulfillment by TikTok service to support your end-to-end logistics need if you would prefer not to deal with couriers at all.

7. What are the weight and size limits for parcels based on the courier and collection method?

When shipping parcels in TikTok Shop, it’s important for Sellers to consider the average weight and dimensions of their packages based on the courier and collection method.
EVRI

• Drop-off: Up to 15 kg per parcel.
• Pickup: Up to 30 kg per parcel.
• Maximum Length: 120 cm.
• Maximum Girth: 245 cm (Girth = Length + (Width + Height) x 2).

Whistl

• Maximum Weight: Up to 5 kg per parcel.
• Maximum Size: 40 x 30 x 25 cm.

Royal Mail (RM)

• Maximum Weight: Up to 2 kg per parcel.
• Maximum Size: 45 x 35 x 16 cm.
• Maximum Length Sum: 96 cm (sum of all sides).

8. What should I do if I have an issue with Evri collection?

If you are experiencing issues with Evri collection, we have setup a direct Evri hotline to help with real-time collection related topics, such as arrival time of your pickup or additional collection needed.
If you have a local Courier collection service:Evri agents are available on 0330 808 5456:
Monday to Friday 08:00-16:00
Saturdays 11:00-17:00
If you have a daily scheduled van pick-up:Evri agents are available:
Monday to Friday 9:30am - 6:30pm, tel: 03445 227 232
Saturdays 11am - 5pm, tel: 07974 046 554
Email: vancollections.tiktok@hermes-europe.co.ukWhen you contact EVRi, please remember to let Evri know you are a TikTok seller, providing your shop name and postcode.

9. What should I do if I have an issue with Royal Mail collection?

If you are experiencing issues with your Royal Mail collection, please contact Royal Mail using the dedicated customer support hotline below.
Royal Mail Customer Support:+44 (0) 345 774 0740
Monday - Friday, 8am - 8pm
If a collection cannot be completed, you may also drop off your orders at your nearest Royal Mail drop-off point for faster processing.