Returns And Refunds

This article outlines the Returns & Refunds Policy on TikTok Shop. Click on the following links to navigate to the relevant sections:

• Return/Refund Timelines & Process
  • Step 1: Customer Return/Refund Process
  • Step 2: Seller Return/Refund Review
  • Step 3: Customer Returns Product Review
  • Step 4: Seller Appeal Process
• Aftersales Evidence Submission Guide
• Non-Returnable Products (Refund-Only)
• Frequently Asked Questions (FAQs)
  • Customer Return Timelines
  • Return Shipping Timelines
  • Return Shipping Cost

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Return/Refund Timelines & Process Overview

In general, you would need to take action twice

• When the customer makes a request: Approve/Reject the request
• When you receive the return: Approve/Reject the refund

To learn more about how to manage your requests in the Seller Center, please click here.

• Alternative Solutions
  • Reshipment
  • Exchange

Notes:

• If action is required by you, but no action is taken within the required timeframe, the request will be automatically approved.
• The platform may also automatically approve of some return/refund requests at its discretion. However, you may raise an appeal upon receiving the item or if the customer does not return the item.

Exceptions

• For Speedy Refunds, refunds are made as soon as the product is dropped off, or picked up by the courier. You may appeal once you have received the return product.
• For Self-Arranged returns, you must review the return product within 14 calendar days after the customer has uploaded the return shipment information.

Detailed timelines

Auto-Approval Tool Activation

To help sellers improve customer experience, we may activate the "Auto-Approval Tool" in certain cases (as below). The tool helps to speed up return/refund request approvals.
How will this work?

• If sellers do not review >90% of received return and refund requests in time for 1 month, the auto-approval tool will be activated.
• Only requests meeting the following criteria will be auto-approved using the tool:
  • Total value of all products in the request <RM124 (or <US$30, whichever is lower) (Can be adjusted)
  • Any reason except "Suspected Counterfeit"
• Customers may only trigger the tool up to 3 times per month.
• Requests approved by the tool will be labelled as "Auto-approved by seller rules" on the Manage Returns/Refunds page.
• The tool will be activated for a minimum of 15 calendar days, but can be deactivated after 15 calendar days through the Fulfillment Settings page.
• For return requests, after the product is received, you may reject the request or submit an appeal if necessary. Click here to learn more.
• If you disagree with an auto-approved refund-only request, please reach out to the Customer Service team to submit an appeal.

Example: How Auto-Approval may apply

Step 1: Customer Return/Refund Process

• Customers may request a return/refund within stipulated timelines.
  • If a return is approved, customers must ship the product to the seller within the stipulated timelines.
• Pay close attention to the return/refund reasons that could impact your Seller-Fault Return/Refund Rate (SFRR).
  • Optimise your fulfilment and order processing to reduce these returns/refunds.
  • If you disagree with these reasons, you may reject the request or submit an appeal only if you have valid evidence.
• For reasons that do not impact your SFRR, you may only reject the request or submit an appeal if the return condition is unsatisfactory (e.g., the product seal is broken or the product is not in sellable condition)

Customer Return/Refund Reasons

*Note: These reasons will only have an impact on SFRR if they are not due to the Logistics Service Provider.

Step 2: Seller Return/Refund Review Process

If the customer's request is valid, please approve the request. If you do not take action, the request will be automatically approved after a stipulated timeframe.
After carefully reviewing the return/refund request from the customer, please only reject the request if you have a valid reason to do so. If this is contested by the buyer, you will need to provide evidence.

Offering Alternate Solutions

If you do not wish to reject the request, you may reach out to the buyer and negotiate an alternative aftersales solution. If a buyer accepts your partial refund counter-offer before escalation, that case is excluded from your Seller-Fault Return Rate. To learn more, click hereRecommended Refund Amounts for Moldy/Spoiled/Rotten FruitsNote: For orders where not all products are affected, we recommend the following refund amounts:

• <10% of order affected -> Negotiate a partial refund
• <50% of order affected -> 50% refund
• >50% of order affected -> 100% refund

Request Rejection Reasons & Evidence Requirements

Step 3: Customer Returns Product Review

Review the condition of the product thoroughly. If the condition of the product is satisfactory, approve the request. If you do not take action, the request will be automatically approved after a stipulated timeframe.
After carefully reviewing the product condition, please only reject the request if you have a valid reason to do so. If this is contested by the buyer, you will need to provide evidence.

Request Rejection Reasons & Evidence Requirements

If you did not receive the product after the return status has been changed to "Delivered" or within 14 days after the buyer uploads the tracking data (for self-arranged returns), you may select the following reasons:

Step 4: Seller Appeal Process

You may wish to submit an appeal in the following scenarios:

• Speedy Refunds - you have received the return product and find the return condition unsatisfactory, or disagree with the return reasons/buyer chose the wrong reason.
• Speedy Refunds - you did not receive the return product
• Refund-Only Requests that were approved by the platform - you disagree with the platform decision, or believe it should have been a return/refund request
• You wish to appeal against a Customer Dispute

Note: Appeal compensation amount is subject to platform judgement
Please ensure that you have valid evidence before submitting an appeal, as a maximum of one appeal may be submitted, and appeals without valid evidence will not be entertained.
Providing clear and complete evidence increases your chances of a successful appeal. During the review process, TikTok Shop may request additional information or documentation to clarify your case. To ensure your appeal can be reviewed without delay, please submit the additional information within 24 hours.

Appeal Reasons & Evidence Requirements

Speedy Refunds - After receiving the Return Product

Refund-Only requests that were approved by the platform

Returning Products to Customers

If your appeal is unsuccessful, you may be asked to return the product to your customer. For more details, click here.

Aftersales Evidence Submission Guidelines

Please ensure that you have valid evidence when submitting your appeal or rejecting a request. Here are some examples of good evidence when raising appeals.
Click on each of the following for a detailed example/explanation.

Packing Video or Pictures

Provide a video of the packing process before handing the parcel over to Logistics Provider (LSP).

• Clearly show the following:
  • Order information (order ID/tracking number/QR code, etc.);
  • Correct product being packed, in full quantity, and in good/intact condition as per the customer's order.
• Videos must be continuous, clear, and show no signs of editing.
• For return/refund reasons related to damage or breakage, packing evidence must show sufficient materials and proper packing methods.

Sample Video

Sample Photo

Unpacking Video

Provide a video of the return package unboxing process clearly showing:

• Return order information (order number/tracking number/QR code, etc.);
• Footage of all 6 sides of the package and the unboxing process;
• Clearly demonstrate or showcase the issue you wish to highlight (e.g., damaged/broken items, wrong/missing items, empty packages, used items, etc.).

⚠️ Note:

• The video must be continuous, clear, and show no signs of editing.
• If the returned item has functional issues, you must also provide a video demonstrating the product's operational status.

Video Sample

Screenshot(s) of Offline Agreement

Provide screenshots of any offline agreement you may have with your customer. You must ensure that your screenshots contain:

1. Mentions of the specific order
2. Agreement of alternative service resolution by Seller

Please note that screenshots of conversations off the platform may be rejected as evidence due to the risk of tampering/editing.

Sample:

Product Demonstration Video/Pictures

Provide a video or pictures demonstrating how the product is used. These videos/pictures should involve a clear demonstration of typical use.

Sample Video

Sample Picture

Quality Certificate or Inspection Report

This may include:

• Safety Marks
• Consumer Safety Reports
• Cosmetic Safety Reports

Proof Of Authenticity

Provide any documentation that supports your claim that the product is authentic. This may include:

• Proof of Trademark Ownership
• Proof of Purchase
• Letter of Authorisation/Distribution Letter
• Brand Certificate

For examples, please refer to the Brand Authorisation - Required Documentation article.

Any Additional/Relevant Evidence

You may also provide evidence that could refute your customer's specific claims where relevant. This includes the following examples:

• If you are appealing against a customer's claim that the product material does not match the description, provide images of the product label or production documentation.

What Products Cannot be Returned (Refund-Only Products)?

Please note that there are certain categories of products whereby customers will be unable to raise a return request. However, these products can still be refunded without returning the product. These categories are in the table below. This table is non-exhaustive and may be updated from time to time.

Frequently Asked Questions (FAQs)

How much time do my customers have to raise a refund request?

• For products purchased through TikTok Shop Mall: 30 days after the order's status is updated to "Delivered".
• For products not purchased through TikTok Shop Mall: 15 days after the order's status is updated to "Delivered".

How long do my customers have to ship out the return product?

Customers have 10 calendar days after their return & refund request being approved to ship out the product. If customers fail to ship out after this period, the request will be closed and the refund will not be issued.

In what circumstances must I bear my customer's return shipping cost?

If the customer's reason affects your Seller-Fault Return & Refund Rate, you will have to bear your customer's shipping cost. Click here to read more.