FBT Returns Processing Quality Standards

29/07/2024

Applies to:United Kingdom

Introduction

This document serves as a comprehensive reference for assessing the quality of returned products, enabling TikTok Shop to accurately distinguish between saleable items and those that are not. By establishing clear criteria and rigorous inspection procedures outlined in this guide, TikTok Shop ensures that only products meeting our stringent quality standards are returned to inventory for resale.

General Fashion (clothing) product category

Fraud alarm: To maintain the integrity and quality of returned products, we have implemented a proactive approach to address potential fraud risks. Sellers and account managers are encouraged to collaborate on the following:

Quality Standards Confirmation: Account Managers will confirm with sellers that they agree to the general quality standards outlined in this SOP before the seller is whitelisted for the FBT Return Service.
Special Guidance on Fraud Identification: If there are any concerns about potential fraud risks, account managers will discuss with sellers the need for additional guidance on identifying fraudulent items. This can include details on brand logos and other specific indicators.

Quality Check List	Details
Polybag (if applicable)	Open polybags without scissorsReplace the polybag if it is required.
Quality visual defects - Staining	Check for visible staining or defects, including the following: Sand or powder coating
Quality visual defects - Workmanship	Check for the following visible damage: Button and buttonhole not aligned Button hole too small for button Leg length differs within same size Unclean start of seam (contrast yarn) Thread ends (if less than 3 thread ends, please cut them)
Quality Visual Defects - Material	Check for the following visible damage:
Quality Visual Defects - Trims	Check for the following visible damage: Non-functional fastener (buttons, zippers...)
Safety Sticker (if applicable, e,g: underwear)	Check underwear and other designated products should have an intact safety sticker. Items without an intact safety sticker should be flagged and not accepted for resale.
Hangtag Availability	Verify the presence of the hangtag or any other labeling that is essential for the product.
Additional considerations	Smell and odour - including obvious deordant or perfume type smells indicating that the product may have been worn or used for longer than necessary, to for example, determine fit. Sharp objects Moisture (washed) and damp condition Mould

General Beauty product category

Beauty products (makeup, facial cream, powder, etc) must have a safety seal over the caps/packages to be further inspected for any marks, fingerprints or packaging conditions. The safety seal serves as an indicator of product integrity and helps ensure hygiene standards are maintained.

If a beauty product is received without a safety seal as originally sold, it will be automatically categorized as "imperfect" ( not sellable).
Based on the seller's requirements, such products will be either:
- Collected by the merchant for further evaluation or processing
- Disposed

Quality Check List	Details
Product Integrity	Perform the inspection to see if the beauty product is sealed and solidly closed ( especially for items such as creams, lotions, and cosmetics). Examples below of what is considered sealed: Solidly closed means that the lid is not open in any way, including any cracks or other
Product Condition	Check for any damage to the packaging, including tears, dents, or signs of tampering Inspect for leakage or spillage that may have occurred during transit. Check for any visible defects such as cracks, chips, or scratches on containers, bottles, or applicators. Examine the consistency, texture, and color of the product to ensure it matches the expected standards. Ensure that the product is free from contamination, dirt, or foreign particles.
Any additional considerations	Fingerprint Any marks Smell - particularly any smell suggesting that the product is 'off'
Expiration Date:	Check the expiration or best-before date on the product packaging to ensure the date is not in the past and that there is adequate time remaining for it to be sold and the consumer to get reasonable use from it. Ensure that the product has sufficient shelf life remaining for resale or further processing (>20 days)

General Electronics product category

Electronic products (e.g., hair dryers, smartphones, tablets, laptops) must have intact plastic wrap around the package to be considered sellable upon return. This ensures the product has not been tampered with or used.

Quality Check List	Details
Plastic wrap around the package	Verify the plastic wrap around the package of returned electronic products. Items without an intact plastic wrap should be flagged and not accepted for resale.

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