Initiating an Appeal for Return/Refund Requests

This article aims to improve seller's understanding regarding appeal management on Seller Center from appeal submission for returns/refund orders, tracking appeal progress, and improve filters for efficient monitoring.

What Types of Scenarios Can Be Appealed?

You can initiate appeals for the following order types:

How to Initiate the Appeals Process?

1. In Seller Center, go to Orders > Manage Returns. Use the 'Can Be Appealed' quick filter or click on the 'Appeal' tag to see a list of requests that are eligible for appeal. Sellers have 7 calendar days from the time the appeal becomes available to submit their appeal. To initiate the appeal, click on the Appeal button.
   

Note: For speedy refund, an appeal button will be displayed and clickable for sellers under the following conditions:

• You have received the return package from the buyer, but there are some issues with it, such as missing items or returned items that don’t match the original order.
• You have not received the package within 3 calendar days after the refund is processed (from when the buyer's pick-up or drop-off was successful).

❗️ Please note that if you already clicked 'Confirm Package,' you will no longer be able to appeal.

2. After clicking 'Appeal,' you can submit the relevant reasons for your appeal and upload supporting evidence, such as a clear and unobstructed photo of the air waybill (AWB), a clear image of broken items, a comparison photo showing the differences between the returned item and the original order, etc. You may also need to provide additional comments to our Customer Service team to assist with the appeal process.

💡Tip: You can click on 'View Example' to see an example of the evidence that you should provide. Submitting relevant evidence can enhance your chances of a successful appeal.

3. Your appeals will be reviewed by the TikTok Shop Support team, who may request additional evidence before making a decision.
4. You will have the opportunity to view the appeal results for each order on the Manage Returns/Refunds page. From there, you can click to access the 'Appeal Details' page for more detailed information:
   • If your appeal is approved, you will find compensation details for your orders.
   • In case your appeal is denied, you will also see the reason for the denial.
     
     

How to Track Appeal Progress

You can easily monitor and filter your appeal tickets on the Manage Returns/Refunds page using the following filters to keep track of your appeal progress:

• Appeal status
• Compensation status