This guide aims to help sellers manage their return requests and avoid buyers' poor reviews. 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

Key timelines in managing Returns & Refunds

When managing after-sales scenarios, sellers should take note of the following key actions and timelines to avoid unwanted auto refunds:

If the seller is not satisfied with arbitration results, would like to raise an appeal, check for reimbursement, or report malicious buyers, learn more in the sections below

📍To learn more, visit Returns & Refunds Seller Actions & Timelines

How to approve or reject the return/refund request?

To manage buyer's return/refund request, sellers should go to Seller Center Manage Returns✅ Options to reject or approve the return/refund request
✅ Option to issue a refund
⚠️ Essential to note:
To ensure fair and transparent rejection of return/refund request and to support your appeal, sellers will be asked to assess the condition of returned products based on the inspection. This process helps sellers evaluate the condition of returned products more efficiently and support their case with clear documentation.
First, confirm if the return package was received and whether the quantity is correct. If yes, grade the product condition as one of the following:

• Original Condition: Product is unused, and in original packaging with all accessories
• Minor Damage: Minor signs of use, missing labels/tags, but the item is functional
• Severe Damage: Heavily used or missing essential components, unsuitable for resale,
• or buyer returned the wrong item

If items are missing, sellers must specify what is missing: a part/accessory, a gift, fewer items than ordered, or an empty package. Providing clear evidence (photos or comments) is mandatory to support the refund rejection and will help the platform to detect potential buyer abuse.
📍To learn how to manage returns & refund requests, visit Manage Returns

How to manage Return/Refund Requests due to Logistics Issues?

Buyers may also raise a return/refund request caused by the Logistics Provider (lost, damaged, delayed deliveries, misrouted, or empty packages, etc).
The seller must take note of the following key actions based on the Shipping Types:
✅ Shipped via Platform: If the reimbursement was not processed automatically, sellers need to raise an appeal to TikTok Shop
✅ Shipped by Sellers: Sellers should contact their selected Logistics Providers
📍To learn more, visit Initiating an Appeal for Return/Refund Requests

What to do if not satisfied with arbitration results?

When sellers reject a return/refund request, buyers can raise a dispute to reconsider the sellers' initial decision:

• To monitor and respond to buyer-disputed orders, click on the "Disputed" tab
• Sellers must submit all documentation supporting their case within 48 hours of TikTok Shop's request for the same. Sellers must ensure all submitted documentation is authentic, relevant, complete and accurate.

📍To learn more, visit TikTok Shop After-Sale Dispute Escalation Guidelines

How to raise an appeal?

Sellers can raise an appeal in Seller Center Manage Returns✅ Sellers must upload accurate supporting evidence, clear images, and documentation
✅ Sellers should select an accurate appeal reason
📍To learn more, visit Initiating an Appeal for Return/Refund Requests

What are the scenarios that can be appealed?

Appeal applies to certain scenarios. If sellers don't see an appeal button, it could mean that a refund was not issued to the buyer or the case is not eligible for appeal.
Here are the applicable scenarios for appeal:
✅ Invalid arbitration of returns and refunds in favour of buyers✅ Auto-approved refunds due to delayed deliveries✅ Some auto-approved refunds when sellers fail to confirm the return parcel in time✅ TikTok Shop approves a refund for the packages that were not received by the buyer but the order status is "delivered"📍To learn more, visit Initiating an Appeal for Return/Refund Requests

How to raise an appeal for speedy refunds?

Sellers can appeal orders that were processed through Speedy refunds for these applicable scenarios:
✅ Didn't receive package: Sellers who have not received their returning package within 6 calendar days from when the buyer's refund was processed
✅ Received package: Sellers who received and determined that the returning package was either damaged, already used, missing products/accessories/parts or buyers returned the wrong products
📍When raising an appeal for Speedy Refunds, sellers must ensure they provide supporting evidence. Once the appeal is approved, the seller will receive the necessary compensation

How to check seller reimbursement?

• To monitor the status of the reimbursement, sellers should access Seller Center Manage Returns
• Click on the Compensation tab. Then, see the details by selecting the View Reimbursement Record
• Reimbursement applies to certain scenarios. If sellers don't see the Reimbursement status, it could mean that no refund was issued to the buyer

📍To learn more, visit Initiating an Appeal for Return/Refund Requests

How to report malicious buyers?

If sellers observe a pattern of return/refund abuse, they can report potential malicious buyers by contacting us via the Seller Center (Help > Help Centre > Chat with us)

What are the different returns and refund processes?

Note: The visualisation only depicts some returns & refund options. To know more, see the different types of returns processes and solutions below.

Sellers are required to decide within 2 business days from the date when the buyer initiated the refund/refund request. Failure to do so may lead to TikTok Shop automatically approving the return request.
Depending on the type and product eligibility, buyers can go through these returns & refund processes:

Returns that require the seller's quality checkSellers may initiate a refund once they have received the returning products and determine that the product is a valid return:

• Buyers can initiate a return request for faulty, damaged, or incorrect products within 30 calendar days from the product delivery date
• TikTok Shop may automatically approve the return request to enable buyers to get their return label, but a refund is not issued at this point

Speedy RefundsSpeedy Refunds is a refund option available once buyers ship their return using TikTok Shop’s contracted drop‑off partner. The refund is processed automatically by TikTok Shop when the return is handed over, allowing buyers to receive their refund quickly.

• Eligibility: Speedy Refunds are not available for products priced at £90 and above.
• Once the returned parcel arrives, the seller needs to inspect and grade the item and evaluate its condition. If the seller determines that the returned product does not meet the return criteria or is not in its original condition, they should grade the item (Original, Minor Damage, Severe Damage, Wrong Item), specify any missing parts, provide clear evidence, and reject the refund within four business days of receiving the returned item.

Automatic escalation: Once rejected, the system automatically raises an appeal/arbitration ticket for platform review.Returnless Refunds

Refunds may be initiated without requiring eligible products to be returned. There are two (2) types of Returnless Refunds:
✅ Automated Returnless Refunds:

• Enabled for applicable products priced at £5 and below.
• Buyers will get a refund, TikTok Shop will bear the cost, and sellers will get paid.
• If the reason for the return is due to the "Sellers' Fault" (faulty, damaged, or incorrect products, etc.), TikTok Shop will deduct the shipping fee from the amount that will be paid to the seller.

✅ Seller-managed Returnless Refunds:

• Seller-managed returnless refunds are configurable for products priced at £10 and above.
• To activate, sellers should go to Seller Center under Fulfilment Settings and select the "Policies Activated" button in the "Refund without returning item" option

📍To learn more, visit the Returnless Refunds📍To set up, visit the Auto Rule Settings for Returnless Refunds

Return due to Change of Mind

Sellers may initiate a refund if the product is eligible for the Change-of-Mind Policy. Sellers must conduct their quality checks to confirm if the returned products are eligible for the exemption.
Change of mind returns are not applicable to the following product types:
❌ Sealed products that the seal has been broken and/or the packaging has been opened. (for example broken-sealed/opened cosmetics, earrings, personal health care products, baby products, feminine hygiene products, intimate apparel such as underwear and swimwear)
❌ Audio, video, or computer software products where the security seal has been broken
❌ Products that are made to the buyer's specifications or clearly personalised
❌ Trading cards which have been opened
❌ Items with prices that can change based on financial market conditions, such as bullion and other precious metals products, are not eligible for Change of Mind Returns.
📍To learn more, visit General Principle of Change of Mind Returns

What are Partial Refunds?

Sellers can offer partial refunds as an alternative resolution option, allowing customers to keep the original item while receiving compensation for any damage or missing parts. This option provides flexibility in addressing customer issues without requiring a full return of the product. Partial refunds cannot be initiated by customers; instead, sellers have the discretion to proactively initiate negotiations to reach a satisfactory resolution.
Partial Refunds are applicable for the following scenarios:

• For returnable products: Return Reasons wrong item, missing parts, defective, damaged, or not as described
• For non returnable products (Heavy & Bulky Items 20kg+): Return Reasons damaged in transit, missing parts, or not as described

✅ Eligible for package or product is damaged return reasons & Non-returnable product categories
✅ Eligible for product doesn't match description' return reason & Non-returnable product categories
✅ Eligible for missing product or accessories return reasons - All categories
✅ Eligible for heavy & bulky products
❌ Not eligible for other returnable product categories
📍To learn more, visit Partial Refund: What Sellers Need to Know

Managing Exchanges & Replacements

Sellers can retain the sale and boost their buyer's experience by offering a product replacement instead of a refund:

• By default, sellers are automatically opted in to offer product replacements. If sellers do not want to offer replacements, they can opt-out by going to Seller Center Manage Order Fulfilment Setting
• If the seller accepts the replacement request, a new £0 order will be created in the system. The sellers must follow the same fulfilment timeline for a replacement order as an original order

Sellers should take note of product types where exchanges and replacement is applicable:

• Exchanges Conditions (For non-returnable products):
  • Only one exchange per item. The price of the exchanged item must remain the same as the original
  • Eligible Return Reasons: Item is too big, too small, doesn't suit me, or incorrect size ordered
  • Applicable Product Categories: Fashion, Baby Clothing, and Sports Footwear
  • Exclusions: Pre-owned items due to their unique condition or usage
• Replacement Conditions (For returnable products):
  • Only one replacement is allowed per original item. Replacement requests cannot be made for items that have already been replaced
  • Eligible Return Reasons: Damaged, defective, missing parts or incorrect item received
  • Exclusions: Trading cards, collectibles, pre-owned items, automotive & motorcycle products, items under £10

📍To learn more, visit Handling Exchange and Replacements