Seller Center Walkthrough, Creator Experience, Tiktok User Experience

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Daily Busines Operations

-Listings, orders, shipping, Customer Service

Growth Accelerators

-Growth Center, Data Compass, Ads, Promotions and 3rd Party Services

Admin Features

-Shop Health, Payments/Billing, Multi User Support.

TYPES OF COURIERS

UPS

FedEx

USPS

3PL - Shipped by Seller

4PL - Shipped by Platform/Tiktok

•1hr to Cancel an order/Contact the seller/Process a return

•10,000 Followers to be a Creator

Affiliate Marketing

-Extend and grow your business through creators and affiliate markeing.

(48 Sovereighty Score)

(10 Maximum Products in a Single Video)

Affiliate Plans

-Manage and Organize your products into different affiliate plans appropriate to your marketing and sales strategy

Data Compass

-You can check the performance of the creator selling their products here to decide how to adjust their plans or strategy afterwards.

3 Types of plan

1. Shop plan: Sellers make all tiktok shop products available in the product marketplace to all creators with a universal commission rate.
2. Open Plan: Sellers make available in product marketplace. You can choose for yourself if you want to allow all creators to sell.

3.Target Plan: Sellers target specific creators to promote their products. Only selected creators will see products available in product marketplace (Need to reach out certain creators)

E-Commerce Center

•Your one stop shop to promoting tiktok shop products to earn comission

•Easily Access affiliate products to promote

•Request samples quickly

•Complete the creators tasks for more rewards

•Learn various content creation tips faster

4 Easy Steps to Sell Products with E-commerce Center

1. Log in a tiktok account with EC-Permissions to access Ecommerce Center

2. Select products to promote

3. Learn how to create content.

4. Earn rewards through creator task.

5 Request Samples at a time.

-Creatos can request 5 samples and will automatically cancelled if the seller does'nt respond in 7 days.

Direct Invite

• Can start promoting the product immediately

Connection Invite

• Creators are meant to contact the merhant if they are interested in collaborating

Creator Benefits

• Get rewarded for being and engaged creator

Custom Rewards

• Earn additional rewards sample voucher, promote voucher and more.

Ways to Promote Products

• Short Invites

• Live

• Showcase

Showcase

Add to showcase - All products must be added to showcase in order to promote them in shoppable short videos or Livestreams

Showcase GMV ( Gross Merchendise Volume )

Users can come to a creators showcase

Create Basic Ecommerce Short Video

Take or Upload a video//Add Product Links

What is Tiktok Shop

• Full shopping Journey all within the Tiktok Shop App

Browse

Browse shoppable content through videos

Select

Select and check Product info (PDP - Product Detail Page)

Knowledgewiki//Pocketwiki

1. Knowledge Base Introduction

2. Homepage

3. Knowledge tab (User View)

4. Knowledge Dictionary

5. My Space

6. Pocket Wiki

Knowledge Base

• Knowledge base is a published collection of documentation that includes answers to frequently asked questions, how to guides and troubleshooting instructions which can be in a form of Processes (SOP)

Knowledge Base Content Type

• Knowledge base can encompass many forms of content, including;

• FAQ's

• Step by Step Process (SOP Format)

• Introductory Documents (For New Hires)

• Utilization of tools (Ex.ByteHi)

• Video Demonstrations (TTS Videos)

• Definition lists (Acronyms)

Woocommerce

is an open source flexible software solution built word press-based websites.

Benefits of Selling In TTS

• Can discover product content showcase

• Customer can select products and read more info on the product detail page

• Customer can place orders and checkout within the TTS

TYPES OF SELLERS

• Individual sellers refers to a seller that is not a business, but an individual person that offers goods for sale on TTS

• A Business seller refers to a seller that is legally authorized business that offers goods for sales on TTS

•All individuals and business must register and apply to be a seller before they can list products on TTS. As part of the app proces, applicants must provide certain info and documents when registering.

Registration Process

1. Open the link and create a seller account

2. Fill in your phone number and email add

3. Enter Business info, address compant and personal identity verification and bank account info.

Registration Process Documents

• For individual Applicants

• Social Security Card

• US Passport

• Driver's License

• For Business Applicants

• Company name

• Registration Numbers

• Registration Address

In addition, all business may be required to submit a Government issued Identity Document.

Registration Moderation

1. Lexis Nexus - Legal, Newspaper and consumer information search.

2. Moderation (Governance and Experience)

3. Global Payments - ( PPO - Payin, Payout )

4. Tax GNE - ( Governance and EXP )

• Process takes anywhere from 3-5 business days

• Sellers can expect to receive an acceptance or rejection letter after that time frame

• There can be multiple reasons for rejection

• Input Error during registrtion

•Innacurate tax infos.

•Shop name not allowed

If the seller receives a rejection reason, Tier 1 will require copies/screenshots of the rejection emial and escalate the case to Tier 2.

Seller Center and Shop Management

Seller Center

• The seller center is the mission control for sellers and creators, here sellers can manage their products, orders, shipping, finance, promotion, etc.

The Seller Center also links to "Academy"

The academy contains information on TTS policy and contains articles to assist sellers with grwoing their business.

Shop Management - Adding Users

• Shop owners can setup users "user management". We won't cover all the diff. users now, but we'll sure to review them soon.

Setting up a settlement Account.

After setting up the account users will now be required to setup their settlement account (The account where money flows in and out)

Warehouse Setting

• In warehouse settings. Sellers can setup their warehouse addresses inventory storage and select shipping preferences. (A return warehouse address is required and is important)

They cannot print the label without the shipping warehouse address

• Modify/Delete payment method

The seller center does not support the modification or deleting payment methods. They must have second payment account.

• Delegation Mode

Allows shop owners to temporarily delegate account management or approval to another user.

-Brands

Are where shop owners can add trademarked sellers. Ex. Nike Brands can be sell by Foot Lockers.

-Taxes

Are where shopowners can update/organize their tax information (this is usually completed during registration moderation)

-Holiday Mode

Holiday mode is primarily used to temporarily pause all shop operations. This mode is also used to "Deactivate" an account as the process does not currently exist.

"All orders must be on a shipped status before going on a holiday mode"

Communication Preferences

Communication Preferences contain preferences for emails and alerts such as Violation notices. Appeal notices, Shop updates, Orders, Announcements, New Features, Rules and Seller Growth.

Linked tiktok Accounts

Official account & Marketing Account

3rd Party Integratons

WooCommerce, BigCommerce & Magenta.

Seller Center - Updating Information

Email, Phone number and passwords may be updated via Seller profile.

To change the shop name. Sellers can go to Shop information and click "Change" under shop name.

They can't Edit

• Business Type

• Business License

• Verifying the tax ID

• Checking the Business License

• Change of Company Name.

Product Management - Adding Products

•1 at a time or

• batch upload 1,000 items at a time

Product Moderation

All uploaded products are moderated. If products fail moderation, users can review fail reason in the "Suspended" section of manage products. Clicking "View more" Provides reasons.

Managing Products

When sellers select the "ACTIVE" tab within the Manage Products section, they can view all "Live" products. This section contains a link to preview the product, review the quantity in stocks.

Prohibited Prod

Firearms

Knives

Weapons

Explosives

Toxic Substances

Human body parts

Remains

Animal related products

Adult Products

Things that can be used as firearms

They can appeal on the first 30 days when their sovereighty gets lower than 48 after that they can appeal on the next 15 days

Returnless Refunds

• Returnless Refunds (or Refund only) refers to a platform function where tiktok Shop assists sellers to automatically accept refund request without requiring the customer to return the product.

How to setup a Returnless Refund Rules

A seller can set rules to automatically trigger returnless refunds by selecting the "auto rule settings" under the orders tab in the seller center. Seller can stup as many as the seller wants.

After selecting "Create a New Rule" the seller will then complete the following page in order to setup the auto-return feature. (Seller can create multiple rule)

Returns and Advance Refunds - Advanced Refund

• Advanced refund is a process where certain customers are eligible to get a refund after returning to our designated drop-off points.

Which customers are Eligible:

• Customer who demonstarte good platform behavior (buying history)

• Items less than $100 USD

Note:

• Customers will be refunded through their original payment method. A refund may take up to 14 business working days.

• Such returns will not require the seller to approve the refund after receiving the returned product.

Seller Services (Part 2)

Affiliate plans

• Tiktok shops affiliate plans enable brands/seller to build relationship with tiktok creators and influencers and pay commision on sales generated. In affiliate, you can identify creators that are right for your business and invite them to promote your product to generate sales.

Open plans - An open plans is visible to all creators who are qualified for affiliate.

Target plans - A target plans allows you to invite targeted creators to promote product for you.

Shop plans -

Promotions - Seller can use "promotional tools" to set product discounts, flash deals, create vouchers and set a shipping fee discount.

Campaigns - Platform campaigns encourage buyers to shop more. Sellers can choose whether or not to participate in platform campaigns.

Note: Not all campaigns are optional, i.e. " Free shipping for first time buyer." Tiktok shop will pay the value of the discount from selected coupon at no cost to sellers.

Livestreams :

More Flexibility - Tell your brand story and share key benefits to earn trust and foster a connection with your audience.

More engagement - Speak directly to your audience, answer their questions, and build real-time interactions.

More products - Showcase as many products as you like, build excitement for new products, and showcase them in different ways.

The seller will received the money when the status is already "completed".

Order must be shipped within 72 hours.

Customer can cancel orders within 1 hour.

Order Management - "in transit" means that the order have been picked up by logistics, but have not been receiving by customers.

• "Delivered" means that order have been delivered to the customers.

• Under "Shipped" sellers can view logistics information. / Seller can also contact buyers.

• "Completed" means the order has been delivered successfully after more than 6 days. / Seller can view return/refund request if available.

• "Cancelled" orders means cancellations have happened and the seller needs to take action.

• In "To Respond" The buyer has requested to cancel and seller must need to reply.

• Seller must respond to refund request within 48 hours. After 48 hours an auto refund will be processed.

Shipment Management

• In the seller center, sellers can select self-ship option (3pl) or shipped by platform (4pl).

• Platform shipping option are standard and express.

• Sellers can switch between 3pl and 4pl, but the change is not retroactive.

Shipment Management - EDT

• A new policy update requires sellers to provide an estimated delivery time.

• Sellers must sellect a processing time (1-3 days), that number will be added to shipment times = no EDT.

• Orders that have no tracking update within 7 days will be auto-cancelled.

• Orders that are not delivered in 30 days will be auto cancelled.

• If a seller is experiencing delay in shipment, they can delay once for up to 7 days.

All orders must be in "Shipped" status within 5 business days.

Shipment Timelines

When shipped by seller (3pl), seller must:

• Update order status to "shipped"

• Enter the order's corresponding tracking number

• enter the loguistics provider's name

When shipped via Platform (4pl), seller must:

• Update order status to "to ship" - Awaiting collection" (within 72 hours)

• The order must be dropped off or picked up by the logistic provide within 48 hours.

Shipment Management - Printing Labels

• Only seller who ship via platform (4PL) can print label within the seller center.

• Seller will not see a complete address when shipping via platform.

Shipment Management - Arranging Shipment

• Keep in mind: Sellers can only update tracking number once in a 36 hours period.

• When shipped by seller, sellers must arrange their own shipment, update tracking numbers and all informations.

Returns and Advance Refunds - Advanced Refund

• Advanced refund is a process where certain customers are eligible to get a refund after returning to our designated drop-off points.

Which customers are Eligible:

• Customer who demonstarte good platform behavior (buying history)

• Items less than $100 USD

Note:

• Customers will be refunded through their original payment method. A refund may take up to 14 business working days.

• Such returns will not require the seller to approve the refund after receiving the returned product.

Viewing & Disabling a Returnless Refund Rules

-Delete or click the toggle button to disable a rule

-To view existing rules, sellers will head over to the same section "Auto Rule Settings".

ADS

• Currently, there is no seamless way to escalate ads ticket to the client services team (CST). CST uses athena as their tracking system, while the service adn experience team (CET) uses byteHi.

When tier 1 receives an ads ticket they required to send a comfort template, and redirect users to submit a ticket via CST.

These are various entries to submit a ticket to CST:

1.) WIthin ads manager

2.) Within the business center

3.) Tiktok for business login page

Shop Health

• In shop Health, sellers can review their deactivation risk level.

FInance - Statement

• To view financial statements, direct sellers to finance in the seller center. Finance statements help sellers understand account finance activities by providing a detailed breakdown of each order. Seller can review finance statements by daily statement or by order.

• Settlement period are 15 calendar days after the order is delivered.

• Clicking "more" will direct users to customizerable business reports.

Seller Consideration

• Sellers are solely responsible for the resolution rules they set for automatic Returnless Refund. Tiktok Shop will not allow any appeal against an automatic Returnless Refund that was caused by a seller's mistake when setting or editing a resolution rules.

• Sellers use of the automatic Returnless Refund function is entirely at their own risk, and the function must only be used in accordance with all applicable laws.

Finance - Fees

Fee schedules for sellers:

Refund - If you accept the refund/return request or we support customer after the arbitration, the exact amount will show in the refund section.

Transaction Fee - A transaction fee is a service fee charged for processing successful order in TikTok shop. For orders sold to buyers located in the USA., the transaction fee is 2.9% + 0.3 USD per order. If the order is cancelled/refunded, the transaction fee will not be returned.

Shipping Fee - The shipping fee is pre-paid to the logistic proivider for the delivery of your products where the customer has selected platform-supported logistics.

Affiliate Commision - The commission to a creator when they promote your product on TikTok and generate order that does not involve a refund.

Other fees:

Shipping Fee Rebates - The reimbursement fee.

Shipping Fee adjustment: If we adjust the shipping fee from the backend, It will show as the shipping adjustment fee.

Charge back - If the customer submits the charge back request, and after investigations, you (as a seller) need to take responsibility for the charge back fee. The charge back fee will show in the other fee.