Seller Policy Pages

TK Wholesale Hub Advance Compensation Policy

Notice Before Acceptance

Before accepting this Policy, please read all the following content carefully (especially the bold sections).
If you have any questions regarding the terms, please contact the TK Wholesale Hub Merchant Relations Team, and we will provide clarification.

If you do not agree to the terms of this Policy, you must immediately stop using the services provided by the TK Wholesale Hub Open Platform and notify us in a timely manner.
If you continue to use the services, you are deemed to have accepted and agreed to be bound by this Policy, and you shall not claim lack of awareness of its content as a defense in the future.

Preface

To protect the legitimate rights of TK Wholesale Hub buyers and to ensure standardized store management, TK Wholesale Hub establishes this Advance Compensation Policy (“Policy”) in accordance with applicable national laws, regulations, and the TK Wholesale Hub Merchant Onboarding Agreement.

This Policy applies to all third-party sellers on the TK Wholesale Hub Open Platform (excluding TK Wholesale Hub’s self-operated stores).
Unless otherwise defined, the terms used herein shall have the meanings set forth in the TK Wholesale Hub Merchant Onboarding Agreement.

Article 1 – Advance Compensation Process

1. Handling Procedure

1.1 When a buyer completes a transaction on TK Wholesale Hub, and the buyer’s rights are compromised as a result, the buyer may submit a complaint and request refund or compensation against the seller.

1.2 TK Wholesale Hub will evaluate the complaint based on its nature:

If the issue can be verified automatically by the system, TK Wholesale Hub will process it directly under this Policy.

If the issue requires seller verification, TK Wholesale Hub will notify the seller via official communication (including but not limited to ticket, phone, or email).
If the seller fails to respond in time, TK Wholesale Hub will handle the case in accordance with this Policy and process advance compensation as appropriate.

1.3 If TK Wholesale Hub determines that the buyer’s request is valid, the platform will issue compensation or refund to the buyer in advance.
The corresponding amount will be deducted from the seller’s account balance, settlement funds, or security deposit.

2. Seller Response Time

For cases requiring seller verification, the seller must provide a handling plan within 1 business day from the time of notification.
If no response or evidence is provided within the deadline, TK Wholesale Hub may independently determine the outcome as a neutral party.

3. Seller Appeals

After advance compensation is completed, TK Wholesale Hub will periodically notify sellers of compensation details.
If a seller identifies any error (such as duplicate or invalid compensation), they may file an appeal within 7 days of receiving the notice, with an explanation and supporting evidence.
If the appeal is successful, the related compensation will be reversed and not charged to the seller.

4. Compensation Form

TK Wholesale Hub may issue compensation to buyers in cash or vouchers, depending on the specific case.

Article 2 – Rules for Major Complaint Categories

Category 1: Missing Items

“Missing items” refer to situations where the goods received by the buyer do not match the order details or product description, such as missing accessories, gifts, or main items.

1. Acceptance Conditions

A complaint will be accepted if:
A. The delivery personnel confirm missing items on-site, and the seller provides no counter-evidence;
B. The seller acknowledges the shortage;
C. The seller cannot provide valid proof that all items were shipped;
D. The seller fails to respond within 1 business day after TK Wholesale Hub’s inquiry.

2. Resolution Process

After receiving the buyer’s complaint, TK Wholesale Hub will notify the seller to verify within 1 business day.

A. If the seller disputes the claim, they must provide valid evidence such as packing footage or courier weight verification. TK Wholesale Hub will act as a neutral arbitrator. If the platform rules in favor of the buyer, the seller must comply with the decision.

B. If the seller accepts the claim, they must:

Re-ship missing items within 24 hours after confirmation and provide a valid tracking number within 48 hours;

If out of stock, authorize TK Wholesale Hub to refund the buyer accordingly (accessories/gifts refunded up to actual value; main products refunded by purchase amount).

C. If the seller fails to respond in time, the complaint is deemed valid, and TK Wholesale Hub may refund the buyer directly.

D. Any compensation arising from missing items will follow the TK Wholesale Hub Platform Management Standards.

Category 2: Delayed Return Processing

If a seller fails to process a returned item within 2 business days after it is received, TK Wholesale Hub may refund the buyer directly on the seller’s behalf.

Category 3: Product Quality Issues

If the product received by the buyer does not match the description or has quality defects that prevent normal use, the following procedure applies:

Buyer provides photos or a product quality report.

TK Wholesale Hub notifies the seller to verify within 1 business day.

If the seller agrees to a return, it must be processed within 2 business days.

If the seller disagrees, valid counter-evidence must be provided.

If no response is received, the complaint is deemed valid and refund processed in accordance with applicable laws.

If the seller refuses to execute a refund after confirmation, TK Wholesale Hub may provide the seller’s return address to the buyer and advance compensation accordingly.
Any resulting loss will be borne by the seller.

Category 4: Pre-Shipment Refund Requests

If a buyer requests a refund before shipment (e.g., incorrect order or long delivery time), the seller must review it within 1 business day (or 2 business days for cross-border orders).
If the seller fails to respond or rejects without valid reason, TK Wholesale Hub may intervene and process the refund directly.

Category 5: Return Shipping Costs

If a return is caused by seller responsibility (e.g., wrong item, quality issue, missing items), the seller bears the shipping costs.
If the seller fails to reimburse the buyer for prepaid return shipping in time, TK Wholesale Hub may issue a voucher to the buyer and deduct the cost from the seller.

Article 3 – Additional Provisions

Timeliness is determined based on the records in TK Wholesale Hub’s system or the courier’s tracking system.

The TK Wholesale Hub Platform Management Standards can be viewed on the official website.

For other situations not listed but resulting in buyer losses, TK Wholesale Hub reserves the right to process compensation based on actual circumstances, with costs borne by the seller.

Once a buyer receives advance compensation, any repeated claim will not be automatically supported unless agreed by both parties.

In case of conflict between this Policy and other policies, this Policy shall prevail.

TK Wholesale Hub may amend this Policy and announce updates publicly. Once the announcement period ends, the revision takes effect. Continued use constitutes acceptance.

Article 4 – 48-Hour Valid Pickup Requirement

Sellers must ensure that the first carrier scan occurs within 48 hours after the buyer places an order. Printing a label alone does not constitute shipment.

Consequences of Violation (Credit Deductions):

First violation: –5 points

Repeated violation within 7 days: –10 points per order and traffic downgrade

Severe misconduct (fake tracking, empty packages, intentional delay): –20 points per order, and related products and marketing privileges will be frozen.

Credit Thresholds:

Joint Liability:

Even if the shipment is handled by a supplier, the seller’s linked store bears primary responsibility and will be penalized accordingly.
Sellers must carefully select and manage their suppliers.

Restoration Mechanism:

If for 30 consecutive days a store maintains:

Late shipment rate ≤ 1%

Valid scan rate ≥ 98%

No false tracking
then the platform may gradually restore traffic and withdrawal privileges.

Feedback

TK Wholesale Hub welcomes merchant feedback and suggestions regarding platform rules.
Please contact us via email — your input is highly appreciated.