Customer support

Demo course

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Zoe
Professor
Comprehensive training on Customer Service Ticket Management processes on TikTok Shop designed for E-commerce professionals. Students are equipped with the skills to differentiate between Seller Fulfilled and Fulfilled by TikTok (FBT) operational models, master the 7-step dispute resolution framework (Shipping, Product, Return & Refund, Reimbursement), gather evidence (Proof of Delivery, Unboxing Video), and execute successful tracking, escalation, and appeal strategies. Consequently, learners help stores safeguard Store Performance metrics, reduce Refund/Return rates, and optimize customer experiences for K-Brands.
4.6 2.6K

Course Description

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Flash Sale -10%
  • 110 hours in total
  • 75 lessons
  • 24 challenges
  • 3 Certificates of completion
  • Lifetime access

Video

110 hours in total

Text material

382 pages

Assessments

24 challenges

Certificates

3 Certificates

What's included?

Outstanding features for highly customizable Courses, Units, Lessons, and Quizzes.

Comprehensive Knowledge

Accurately distinguish ticket workflows between Seller Fulfilled and Fulfilled by TikTok (FBT) operational models, proactively categorizing tickets across Pre-sale, In-transit, and Post-sale stages.

Working Pipeline 

Master the 7-step practical case resolution framework: Order verification, evidence collection (POD, Unboxing Video), TikTok Shop policy cross-referencing, and action execution (Refund, Replacement, Return, Reimbursement).

Practice

Implement active ticket tracking workflows, file appeals when TikTok Shop rejects compensation requests, and manage ticket lifecycle statuses through final resolution.

Real Experiment

Control core store operational metrics: 24h Response Rate, Refund & Return Rate, Negative Review Rate, safeguarding Store Performance scores and optimizing profitability for K-Brands.

Course Lessons

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Created by

Zoe

History Teacher
Zoe is a Customer Service Specialist with nearly five years of experience in the e-commerce industry. She is currently a Customer Service Specialist for Anua's TikTok Shop US and TikTok Shop UK. As an E-commerce Operations Mentor at Pickdi, she contributes to practical training programs by sharing real-world customer service experience and practical knowledge, helping learners build the skills needed for careers in e-commerce.

Reviews

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4.7
2K ratings
5: 1.9K reviews
4: 104 reviews
3: 0 reviews
2: 0 reviews
1: 0 reviews
Dang Quoc Bao
4 hours ago
5.0
Most structured!
This is the most structured TikTok Shop CS SOP course I have taken! Beyond communication scripts, it dives straight into safeguarding Store Performance metrics, lowering Refund/Return Rates, and curbing Negative Reviews. I adopted the entire framework as our internal onboarding training for all new CS hires.