2026-04-01 · 6 min read
TikTok Shop chargeback dispute: the 7-day representation playbook
A buyer filed a chargeback. You have 7 days. Here is the exact evidence packet that wins chargeback representation and how to write the letter.
A TikTok Shop chargeback means the buyer bypassed your store's refund process and went directly to their credit card issuer. The funds are pulled from your payout immediately. TikTok gives you 7 calendar days to submit evidence for representation, after which the case closes — usually in the buyer's favor by default.
What chargeback reasons look like and what wins
| Stated reason | What buyers usually mean | Winning evidence |
|---|---|---|
| "Item not as described" | They wanted something different | Original listing screenshots + photos of item shipped + message logs |
| "Did not arrive" | Lost in transit OR friendly fraud | Carrier tracking with delivery confirmation + signed receipt if available |
| "Unauthorized charge" | Card holder did not recognize the merchant | Order confirmation email + IP address used + login records |
| "Defective" | Buyer's remorse | Pre-shipping QA photos + offer to refund-on-return |
| "Duplicate charge" | One real, one mistaken | Both transaction IDs side by side |
Letter structure
Open with the dispute case ID and your order ID.
State the chargeback reason verbatim as TikTok presented it.
Walk through the order chronologically: placed, shipped, delivered, customer contact (if any).
Address the specific dispute reason with the matching evidence.
Close with a clear request: reverse the chargeback, release funds to the seller.
Evidence formatting that helps
- **Tracking links should be archive screenshots**, not live links — carriers sometimes update tracking history retroactively.
- **Photos should have timestamps embedded** if possible (use a photo app that writes EXIF metadata).
- **Message logs should be screenshots of the TikTok Shop chat**, not pasted text — formatting matters to reviewers.
The $10 representation fee
TikTok deducts $10 per chargeback as a representation processing fee even if you win. This is non-negotiable in their policy. Factor it into your decision: if your AOV is under $20 and the chargeback reason is "item not as described," sometimes it's cheaper to let it go.
What to do AFTER you win
- Add the buyer's email to a blocklist if your storefront supports it
- Tighten your shipping insurance and photo-QA process for high-AOV orders
- If you win 3+ chargebacks in a quarter, TikTok credits the representation fees back; track and request.
Need a chargeback representation letter fast? AppealShop's chargeback flow at [/chargeback](/chargeback) generates it in 5 minutes for $19. The 7-day window starts the moment the chargeback hits — don't sleep on it.