Managing Return and Refund Requests

This article walks you through the basics of the returns and refunds process, equipping you with the knowledge to handle customer requests smoothly and provide a positive shopping experience.

What is a Return and Refund Request

A return and refund request occurs when a buyer is dissatisfied with a product. This means the buyer needs to return the item to receive a refund. The process includes an initial review by the seller or platform to evaluate the return request, followed by a second review to accept or reject the returned item.

How to Manage Return and Refund Request

1. To begin, navigate to Seller Center and select Orders > Manage Returns. Under the Awaiting Your Action tab, click on the Return and Refund filter to view your return and refund requests.
   
2. From here, you'll see your return and refund requests. In most cases, the platform will approve these requests. If the request has been approved, you will see the following tags:
   • Platform-approved return: TikTok Shop has approved the return request. Sellers need to wait for the return item and inspect it before approving the return and issuing a refund.
   • Refund without return: TikTok Shop has issued a refund to the customer without requiring them to return the product. The seller will be compensated for this order.
   • Speedy refund: TikTok Shop has issued an advanced refund to the customer after they have handed over the return item to the shipping provider. Upon receiving the return item, check its condition; if there is any issue, you can submit an appeal. Learn how to submit an appeal in this article.
   • Platform-approved refund: TikTok Shop has approved the refund request. Sellers can submit an appeal if there are any issues with the order.
     

If the order requires manual review, you must assess the return and refund reason and accept or reject it within 1 working day. If you miss this timeframe, the platform will automatically approve the requests.

3. After completing the previous step, you must wait for the buyer to send the product back. The buyer can return the product using three methods, and the seller can check the tracking of return items from the Manage Returns page. Learn more about this in the Return and Refund Methods article. Once you receive the returned item, you have the option to either accept or reject the return parcel within 1 working day. If you accept, the system will initiate a refund to the buyer. However, if you reject the return, you will need to select the reason for rejection and upload any necessary evidence.
   

In some cases, the platform may approve a returned item and refund the buyer before you receive it. Once you receive the returned item, if its condition is not acceptable, you can raise an appeal within 7 calendar days from the time the refund is processed to the buyer. To learn more about the appeal process, please refer to this article.

4. Once you've reviewed and taken action on requests, you can monitor those that have been resolved or are in dispute or appeal under these two tabs:
   • Appealed/disputed: Manage requests that customers have disputed or that you have appealed. Address concerns swiftly and provide relevant evidence to improve your chances of a favourable resolution.
     
   • Resolved: Track requests that have been successfully processed, resulting in completed returns or refunds.
     
     

FAQ

1. Why did the platform approve the return request on my behalf?

The platform may auto-approve return requests to expedite the process and enhance buyer satisfaction. As a seller, you should wait for the returned item and inspect it. If you disagree with the platform's decision, you can appeal within 7 calendar days.

2. What can I do if I miss the first approval deadline to review the return request?

If you miss the 1-working day review period to review the request, the platform will accept the return request on your behalf. You can still wait for the returned items, inspect them, and approve or reject the request afterward.

3. What if I miss the second approval deadline to review the returned items? Can I still raise an appeal?

If you miss the 1-working day inspection period, the platform will accept the return on your behalf. In this case, you won't be able to appeal the decision since you missed the review deadline.