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Dated, sourced platform-policy changes for online sellers on Whatnot, eBay, TikTok Shop, and every marketplace NOSA covers — what changed, the official source, and what to do about it.
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Whatnot made Seller Provided Support the default way US sellers handle buyer issues, tying response speed directly to Premier Shop eligibility.
What to do: Turn on Seller Provided Support in your Whatnot seller settings if it isn't already active, and start handling missing-item, damaged-item, and delay questions from the Customer Support tab in your Inbox instead of waiting for Whatnot Support to step in. Answer within the two-business-day window Whatnot measures for Premier Shop eligibility, and keep an eye on your public Support Rating — it now reflects response time, escalations, refund patterns, and buyer satisfaction, and a weak pattern can affect account standing outside the Premier Shop track too.
TikTok Shop gave its own Customer Service team the ability to start partial-refund cases for eligible order issues, skipping the buyer-initiated return step entirely.
What to do: Check the Aftersales tab in TikTok Shop Seller Center regularly for partial-refund requests TikTok itself opened on a buyer's behalf, not only the ones a buyer files directly — these can appear without the usual return request first. Review each one against your normal return and refund workflow before it resolves on its own, and keep order documentation (photos at packing, tracking scans, condition notes) current so you have something to point to if a partial refund looks wrong for the order in question.
