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Report Handling Guide
Once your mini app is launched and publicly available, users can submit reports to provide feedback for the following categories:
- Experience and usage
- Payment and subsciprtions
- Community Guidelines violation
- Advertisements
- Feedback and suggestions
After selecting a category, users can choose from a list of issue types and write additional feedback.
Managing reports
Submitted reports appear in the User reports section of your app page, under Growth. The User reports section lists detailed information about each report and allows you to search, sort, and resolve reports.
The following information is displayed for each report:
- Report ID: An automatically generated, globally-unique report ID
- Open ID: The TikTok user's Open ID. If the user making the report is not logged in, this section will be empty.
- Issue type: The issue type option selected by the TikTok user
- Report details: Additional feedback and images submitted by the TikTok user
- Report time: The report's actual submission time, based on your device's timezone
- Order ID: The ID of the order (for payment and subscriptions reports only)
- Status: The processing status of the report
- Pending: Report has not yet been processed
- Resolved: Report has been processed and marked as resolved
- Dismissed: Report has been processed and marked as dismissed
To handle a report, click the More options icon on the side of the listed report. In the report handling panel, you can type notes and resolve or dismiss the report. You can access and edit your notes at any time.
Important: Reports must be processed within 72 hours of the original submission time. Reports that have not been processed within 72 hours of receipt will be marked as past due.
You will receive a daily summary of your mini app reports via both email and inbox notifications, including newly added and pending reports.
Appeals
If a user is not satisfied with the way the report was handled, they may appeal their report.
Please handle the appeal accordingly, as your email information may be shared with the user if they submit an appeal. If the user is still unsatisfied with the processing results, they may contact you through email.
Note: Currently, appeals are only supported for payment-related issues and community guidelines violation related issues.