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

What is considered as a Late Delivery?

A delivery is considered late if the estimated delivery date is extended by 2 calendar days.

When can a refund request be raised for In-transit Late Delivery orders?

Buyers can raise a 'refund-only' request 3 calendar days after the promised delivery date. Sellers must respond within 2 business days to approve or reject the request, or TikTok Shop may auto-approve the refund.
📍Note: In-transit refund-only request is only applicable for returnable products.

When may TikTok Shop auto-approve a Refund-only request for In-transit Late Delivery Orders?

TikTok Shop may auto-approve a refund-only request for in-transit orders delayed by more than 2 calendar days past the delivery promise dates, excluding buyer-related causes:
❌ Buyer rescheduled for delivery
❌ While the order is in transit, the buyer requests for change of address
❌ Delivery attempt failed due to buyer refusal to accept, cannot be contacted, or incorrect address

Where can sellers review the refund request in Seller Center?

To access the list of refund requests, sellers should go to Seller Center Manage Returns/Refunds

• Awaiting refund-only approval: Pending seller's action for refund approval or rejection
• Platform auto-approved request in the last 7 days: Access to the list of refund requests that TikTok Shop automatically approved

How do sellers appeal refund requests that are auto-approved?

Sellers can raise an appeal in Seller Center under Manage Returns/refunds and select 'Appeal' in the order details. For delayed delivery investigations, sellers may need to provide:

• Proof of package handover to the logistics provider
• Shipment details (dispatch date, time, and location)
• Product details (quantity, condition, and how the item was packaged).

📍To learn more, visit How to raise an appeal

Who pays for the refund when TikTok Shop auto-approves in-transit late delivery orders?

*For Shipped by TikTok orders, sellers bear the cost if delays are due to late handover to the logistics provider.

Where can sellers view auto-approved refund requests?

Sellers can check auto-approved refund requests in the 'Attention Required' section of Seller Center under Manage Returns/refunds. Auto-approved refund requests are shown under "Platform auto-approved request in the last 7 days"

Will auto-approval refunds negatively affect Seller performance?

No. This new process will not affect seller performance ratings.

Does refund-only auto-approval also apply to change of mind?

No. Refund-only auto-approval applies only to late deliveries that exceed the promised delivery date by more than 4 calendar days, starting from the first week of February 2025.