This guide aims to help sellers understand the cost liability for return requests. Please note that the policies and examples provided here are not exhaustive. TikTok Shop's policies may change periodically. For the latest updates, please visit TikTok Shop Policy Center

TikTok Shop strives to provide a shopping experience that customers can have confidence in; the return and refund process is integral to a customer's online shopping experience.
TikTok Shop has various cost structures for return shipping fees in order to maintain a positive returns experience.

Who is liable for the return shipping fee?

The return shipping fee liability will depend on whether the return has been raised due to a seller or non-seller fault return reason.
A seller fault return reason refers to returns that are raised due to reasons such as product quality issues or packaging damage.
A non seller fault return reason refers to returns that are raised for a reason that isn’t the seller’s mistake or responsibility, such no longer needed, item is too small/short, item is too big/long.
Note: TikTok Shop may approve a refund without requiring the product to be returned.
📍 Learn more about returnless refunds here

TikTok Shop will deduct the shipping fee from the amount that will be paid to the seller; for seller fault returns TikTok Shop will deduct the total shipping fee amount for non-seller fault returns TikTok Shop will deduct a % of the total shipping fee amount.

Abusive users with unusually high return rates are not able to benefit from Free Returns. If you detect malicious behaviour, report it through the Seller Security Centre.

How are return shipping fees for non-seller fault returns split between TikTok Shop and sellers?

TikTok Shop will contribute towards the return shipping fee for non-seller fault returns.
However, depending on a seller's return rate and Shop Performance Score (SPS), TikTok Shop may contribute % more to the returns shipping fee, which will reduce the share of the total cost for sellers.
SPS ≥4 and a low return rate are needed to access the premium rate. For details please check the Seller centre.

1. Improve SPS by focusing on:
   • Product Satisfaction
   • Fulfilment and Logistics
   • Customer Service

📍 Track your SPS performance in Seller Center under Account Health > Shop Performance Score.

2. Reduce returns by:
   • Providing clear product descriptions and sizing info
   • Using accurate listing images
   • Ensuring timely delivery
   • Offering responsive customer support

📍 Track your return rate in Seller Center under Analytics > Post Purchase > Return and Refund.Note: Non-Buyer Fault Return and Refund Rate (NBFR) is part of your overall SPS. Returns and refunds caused by seller- or logistics-fault will affect your SPS. This includes incorrect, inconsistent, or defective products. In addition to SPS impact, TikTok Shop reserves the right to implement additional control measures, such as adjustments to traffic or product visibility, for shops with high levels of order defects.

How can sellers see how much TikTok Shop will contribute towards the reverse shipping fee?

Sellers will be able to view the % amount TikTok Shop will contribute towards the reverse shipping fee on their buyer fault returns in Seller Center, which will be called the return shipping fee discount.
Seller Center --> Orders --> Fulfilment settings --> Returns and refundsThe return shipping fee discount will also be visible as a line item on the seller's statement.
Seller Center --> Finance --> View statement --> View details