TikTok Shop appeal rejection due to TikTok own customer support mistake

**TikTok Shop Support Uploaded Wrong Documents on Our Behalf — Both Appeals Rejected, Funds Frozen. Who Is Responsible? [Violation ID: 7623681486251933965]**

I'm a TikTok Shop seller operating under Akia Collection with a healthy 200-point shop score and zero performance issues. I'm posting this because TikTok's support team made a critical error that directly caused our second and final appeal to be rejected — and now our funds are frozen with no resolution path.

**Here's exactly what happened:**

**1st Appeal:** Rejected because our invoice was missing key details. Fair enough — we accepted this and worked to fix it.

**2nd Appeal (Final):** I contacted TikTok Shop support, provided them with our correct, original invoice and authorized them to file the second appeal on our behalf. During the chat, I clearly showed them which documents to upload.

They uploaded the wrong documents — the same incomplete invoice from the first appeal — along with some chat screenshots. Unsurprisingly, the appeal was rejected again with the reason: *"did not pass our system."

**My question is simple: if I provided correct documents and TikTok's own support team uploaded the wrong ones, who is responsible for this rejection?**

This is not a case of a seller failing to provide proper documentation. This is TikTok's support team making an error during an appeal they were authorized to handle — and that error has now cost us our only two appeal attempts, our shop visibility, and our funds.

**What I'm requesting:**

- A manual review of Violation ID: **7623681486251933965**

- Acknowledgment that TikTok support's error directly caused the 2nd rejection

- Restoration of our fund withdrawal access

**Tagging for visibility:** u/TikTokSupport u/TikTokShop

Has anyone else had TikTok support mishandle an appeal on their behalf? How did you resolve it? Any escalation contacts that actually work would be hugely appreciated.