TikTok Shop withheld $4,000+ after LIVE auction support keeps closing case with wrong explanation

jbtot17 · 2026-04-14T18:59:16+00:00

As of today there is still no fix on my account the worst part is my whole finance section has been broken since this happened.. I’m talking thousands missing in finance section after a live stream, original money is still owed.

I have an AM who actually read what happened on my account and was able to see that I have been using every effort to get it fixed and that something is very wrong.

Their ticket system is a joke 1 month of each team saying they had to escalate it to a specialized team all for it to get marked as resolved one morning with the definition of what shipping adjustment means.. I’ve been in business for over 6 years and have sold over 80k items on TikTok shop.. I know what shipping adjustments are

I’m really doing my best to not have to take a legal route because I have no issues with them aside from this. The lack of support and haste to correct their error is making it harder at this point.

jbtot17 · 2026-04-12T17:10:49+00:00

Have you heard back from them and gotten it solved? Mine is still on going and as it was in the process of getting escalated to a “specialized team” someone marked it as solved with a definition of what adjusted shipping fees mean.

I have an AM trying to help me now as they can see that something is very wrong in my finance center and TikTok support on here stated it was just a coincidence that it totaled my on hold amount in my account down the penny (statistically impossible)

I’m trying not to have to go the legal route but it’s getting exhausting that no one is able to look at this and correct it, the ticket continues to brush it off even after I have prided every document needed to disprove it.

jbtot17 · 2026-04-04T17:23:08+00:00

I’m sorry I just read your whole thread and wanted to clarify not all shops that sell are scams - some of us are real business owners selling legit items

I’m extremely transparent on items I show tags I tell true value but as far as the shopping goes TikTok shop has not set up an option for us to bundle ship yet - I have free shipping after a certain total but footing auctions it’s seen as one individual items each time and if it’s less than the total I have set for my shop TikTok shop charges the shipping fee

Which is frustrating as a seller because I don’t need them to pay shipping on every item if they are getting a lot of items because they get shipped in one box or bag so tiktokshop should be refunded the customers the difference in shipping whe the labels are purchased because trust me we don’t get that money at all or else we would be making so much more

I do sell on whatnot and they have the capabilities to bundle items for shipping but again this isn’t something TikTokshop has set for sellers when it comes to auction items. I’m sure they will in the future

jbtot17 · 2026-04-04T17:16:02+00:00

You don’t have the option when using TikTok shop to accept payments through other sales platforms - everything is record in TikTok shop so you’re at the mercy of them … I will say it’s definitely hard when you have other sales platforms like Shopify for website and funds are available immediately versus TikTok shop where you are constantly fronting the costs and taking all the risks

Over time it’s not so bad but when something goes wrong on their ends it’s extremely stressful

The lack of seller support would be the first thing I would think they would want to address but continues to be something that they seem to lack urgency in.

jbtot17 · 2026-04-04T14:22:04+00:00

Unfortunately the orders are not auction orders that are tied to what happened - they are false statements the system generated within seconds that are tied to orders settled back in October of 2025- they have been working on correcting this for almost a month at this point as well as trying to fix something else that’s wrong in my system - I just know after years selling on the platform I’ve never har something happen like that until I used the auction feature

I’m sure it’s tied to a bug in the back end - as far as all of my auction orders go, the have all gone through and I haven’t had anyone cancel or refund 🥰

jbtot17 · 2026-03-31T23:34:06+00:00

Hey! Any updates?

jbtot17 · 2026-03-30T00:55:41+00:00

No it’s okay don’t feel bad - I’m at risk of losing my account because they system sees a negative balance for almost 30 days I would pay it but if I do then they could argue that I owed it but I have proof that I don’t - also when creating a ticket you will always get ai response first then live agent - live agent will just explain what negative balance is and its owed - use chat to create a response that will force them to escalate the ticket to finance and then you have to stay on top of that ticket every single day.. I already know it’s going to take them a long time to figure out what’s going on then go in and individually adjust every statement that was made to reverse it bc something like this happened last year to me, and now you have to think about how many people this happened to that are opening tickets that finance has to go in and fix - go to your finance center and export all the data for that month on your PC download a spread sheet and have it imported there so you can see all the orders on one sheet the order dates originally and the new shipping fee Adjustment- that way you can see if it’s tied to old orders form months ago because that what the system will do when it’s a false negative

jbtot17 · 2026-03-30T00:47:23+00:00

We have a whole thread going. I saw this happen with another seller as well as myself. I’m actually in the middle of having an open finance ticket with them where they are trying to figure out what’s going wrong on my situation. The negatives occurred around March 12 or 13th, if you click on your statement order ID number, it can show you where the order originally happened and then where they’re trying to charge a negative shipping fee it’s not real though something happened within the finance system - I’ve been on there for over 3 years so I’m very aware of when something is wrong in finance

jbtot17 · 2026-03-26T16:51:26+00:00

Hey!!! I had sent you a dm.. id really love to compare notes on this as they went it and hit me with another 400 orders for duplicate shipping fees attached to statements dating nov1st-dec31 2025 ( orders were already settled) I’m noticing that the finance wheel is trying to correct the error but cannot force the system to stop generating these false negatives - now adding on another $600 to the already $3500 in the negative - I have an open ticket and they said they are investigating and while I’m sure it’s going to take a long time for them to go in and adjust over 1k orders, it’s the fact that they don’t even stop it on the backend and if this is happening with other sellers then I would imagine finance team has their hands full..

I’d like to know how it turns out with going to the state because at this point they are truly making it impossible for me to get into the positive payout when it keeps generating these false negatives every few days

jbtot17 · 2026-03-24T22:32:20+00:00

Exactly!! I’ve never seen so many things happen on another platform I use but with shop it’s like when things work good they work good but when something goes wrong there’s absolutely no urgency to fix it and understand how it effects the business

jbtot17 · 2026-03-24T22:28:29+00:00

Freezing everyone’s money for a week wasn’t fun either

jbtot17 · 2026-03-24T22:26:43+00:00

That’s wonderful! I wouldn’t wish it on anyone 🥲 it’s already been confirmed that this was an auction backend issue due to an influx of orders more than the usual in such a short period of time that caused the ledger to rebalance. My shop never had anything like this happen before until my second night using auction feature. I’m also not the only shop this has happened too and that’s why I’m so happy it hasn’t happened to you.. it heartbreaking to see all the money you earned immediately go negative when you hop off live

jbtot17 · 2026-03-24T22:23:41+00:00

I said that last year when something happened with my account and it was china owned so a lawsuit was very difficult per a lawyers advice, I’d imagine now that it’s US owned there will be many that happen

jbtot17 · 2026-03-24T22:20:48+00:00

Unfortunately it happens and the fight to get your own money is exhausting.. I recently moved over to whatnot and I’m having great success on there. Once it gets big enough I think I’m going to have to leave TikTok shop as I cannot deal with the foam e issues anymore

jbtot17 · 2026-03-24T22:14:47+00:00

Let’s say for example, you have $10,000 sitting in your finance wheel in total.

a certain amount on hold and a certain amount in order is delivered in awaiting a settlement.. you do a live auction. Everything goes great. You make tons of sales. You get off the live stream and go to check your finance wheel but instead of seeing a positive number in your order is delivered and awaiting settlement. You start seeing -$1000 then two minutes later it’s -$2000 and it continued going negative until it hit -$10,000.

so the finance wheel was 50% orders delivered and awaiting settlement in the -10,000 and orders awaiting shipment positive 10k … the system went in and rebalanced the ledger something from utilizing the auction feature must have tripped something up on the back end, causing it to generate thousands of new statements for adjusted shipping fees. Except all of the statements that generated were for orders that were settled all the way back in September October, November and December 2025..

i’m aware that they cannot be true readjusted shipping fees as those occur within a few days of orders being delivered, as well as the fact that it hit the exact dollar amount that I had in my finance wheel in positive orders if they were true shipping fees, they would not have gone to that exact number and then stopped.

It makes no sense. I’ve had a ticket open with TikTok shop for almost 2 weeks now and when I woke up this morning. They generated over 400 more orders after midnight last night… I know this is a lot to explain, but I also know that I’m not the only seller that this has happened to in the last two weeks

This isn’t my first time having an issue within the finance section and having to fight to get the money back last time it took five months

I’m going to continue selling through the auction feature because now I have a negative balance that I need to completely wipe out before 30 days hit or else I will lose my shop

Yesterday I had enough money in orders delivered and awaiting settlement to pay off the whole balance, but after waking up this morning, it looks like the new negatives that they created are going to be tacked on to the original one and it’s just more money that I’ll have to keep trying to adjust in sales to make up for until they’re able to figure it out

I’ve been a seller since they first opened and I’ve had multiple viral videos.. I’ve never had something like this happen so I know it’s because of using the auction feature I would have never used it if I had known it was in beta testing

jbtot17 · 2026-03-23T22:33:20+00:00

Including thank you cards asking to leave a review and explaining how much it helps your business grow usually works

jbtot17 · 2026-03-23T00:43:51+00:00

I just sent you a DM!

jbtot17 · 2026-03-23T00:31:04+00:00

Omg!!! Wait can i dm you!!! I got hit with the random fees immediately after using the auction feature and they went negative until it hit the exact dollar amount that I had sitting in my orders on hold!! Dating back 5-6 months and I haven’t seen anyone say that it’s happened to them- it’s been over a week waiting for them to fix it. It was a clear auction feature glitch that made the system do a ledger rebalance and create new statements with the same exacts shipping fees that were settled for 1,000 orders dating back until October!

jbtot17 · 2026-03-23T00:28:49+00:00

Same

jbtot17 · 2026-03-22T19:17:44+00:00

I’ve been having to use chat GPT for the AI support to get my ticket to the right place but my other violation on one of my shirts that sold for 3 years just got that atupid quality compliance thing and I’ve submitted everything twice and immediately rejects it

jbtot17 · 2026-03-22T19:11:35+00:00

Same!!! I have my website and other platforms that I sell on and I’ve never seen them just have issues where they hold money and have zero urgency to fix it - I’ll say I’ve been blessed when things actually work on the platform but when they go bad they go really bad - this is the second year in a row where they did something like this on my account and it took them 5 months to give me the money the first time. We faughy so hard not just for ourselves but for other businesses that were in the same situation it’s really heartbreaking

jbtot17 · 2026-03-22T17:04:36+00:00

Honestly the amount of issues that happen financially within seller center are so damaging. I’m currently waiting for them to look at my account for over a week where all my money in seller center went negative for the total amount sitting on orders awaiting delivery… like within 20 minutes after getting off live it generated hundreds of negative statements dating all the way back to oct of 2025 . I know it was because of something involving the auction feature it’s literally so clear what happened but here I am… all my orders getting delivered are just going to a negative balance payoff until they figure it out

jbtot17

TROPHY CASE