Tiktok Shop Academy

Platform Auto-approval Scenarios for Order Cancellations and Refunds

09/09/2025

Applies to:United Kingdom

Platform Auto-approval Scenarios for Order Cancellations and Refunds

TikTok Shop aspires to deliver a great buying experience that customers can trust. A smooth cancellation, return and refunds process for both sellers and buyers. Below are some scenarios where TikTok Shop will auto-approve a customer request
Applicable Country Seller TypeSenarioDescriptionSeller ActionRelevant Cancellation, Return/Refund Policy
UK, ID, TH, VN, MY, PH, SG Local sellers Cross-border sellers Order Cancellation Customers can cancel orders without a seller's approval if the order is fulfilled via shipping type Ship by Seller and the cancellation request is made less than one (1) hour from the time of ordering. No action is required by seller
UK, ID, TH, VN, MY, PH, SG Local sellers Cross-border sellers Order Cancellation Customers can cancel orders without a seller's approval if the shipping type is Ship by TikTok and the order status in the Seller Center has not changed to "To Ship - Awaiting Collection".No action is required by seller
ID, TH, VN, MY, PH Local sellers Cross-border sellers Order Cancellation Customers can cancel orders if sellers have missed the shipping deadline and the order status in the Seller Center is not yet updated to "Shipped". TikTok Shop will automatically approve such cancellations. No action is required by seller
UK, ID, TH, VN, MY, PH, SG Local sellers Cross-border sellers Refund If a seller account is terminated under applicable circumstances, all refund requests submitted by customers will be disposed of by TikTok Shop. No action is required by seller
UK, ID, TH, VN, MY, PH, SG Local sellers Refund If an order has not been delivered fourteen (14) calendar days after it is paid, the refund request submitted by a customer will be automatically approved by the platform.
  • If the shipping type of the order is "Ship by TikTok" and sellers have not violated the TikTok Shop Customer Order Shipping Guidelines, sellers can raise a compensation request in the Seller Center via the 'Help Center' page.
  • If the shipping type of the order is "Ship by Seller", please contact your own designated logistics carrier for a resolution.
UK Local sellers Cross-border sellers Return If a customer has a change of mind, the customer has a right to a return and refund within 14 calendar days. TikTok will automatically approve the return request. Please check the condition of the returned item:
  • If the item is in acceptable condition for resale (for example, the item is in its original packaging, labels, undamaged, etc.), please go to the Seller Center > Orders Tab > Manage Returns and click "Accept" to approve the refund.
  • If the item is not in acceptable condition for resale (for example, the item is damaged, unusable, etc.), please go to the Seller Center > orders tab > manage returns, and click "Reject" to reject the refund. Customers can raise an arbitration request to dispute the seller's refund rejection.
If you wish to provide a refund without requiring the customer to return the item, please go to the Seller Center > Orders Tab > Manage Returns, and click "Refund without return."
TH Local sellers Cross-border sellers Return
For eligible categories of products (see 3.3.1), the customer has the right to return the product for any reason within seven (7) calendar days from the date of receipt.
Please check the condition of the returned item:
  • If the item is in acceptable condition for resale (for example, the item is in its original packaging, labels, undamaged, etc.), please go to the Seller Center > Orders Tab > Manage Returns and click "Accept" to approve the refund.
  • If the item is not in acceptable condition for resale (for example, the item is damaged, unusable, etc.), please go to the Seller Center > Orders Tab > Manage Returns, and click "Reject" to reject the refund.
    • Note: customers can raise an arbitration request to dispute the seller's refund rejection.
If you wish to provide a refund without requiring the customer to return the item, please go to the Seller Center > Orders Tab > Manage Returns, and click "Refund without return."
UK Local sellers Cross-border sellers Refund Some customers are eligible for a refund after returning their items to our designated drop-off points. Such returns will not require the seller to approve the refund request after receiving the returned product. TikTok Shop will automatically approve the refund request after customers drop off their items. Please check the condition of the returned item:
  • If the item is in acceptable condition for resale (for example, the item is in its original packaging, labels, undamaged, etc.), please go to the Seller Center > Orders Tab > Manage Returns, and click "Accept" to approve of the refund.
  • If the item is not in acceptable condition for resale (for example, the item is damaged, unusable, etc.), please raise a customer service appeal by going to the Seller Center and reaching out via Help > Help Centre > Chat with us. Our customer service will respond to your appeal accordingly.
UK, TH, VN, MY, PH, SG Cross-border sellers Only Refund
If the order tracking information fails to be updated for seven (7) calendar days after the last change in shipping status, any refund request submitted by a customer will be automatically approved by the platform.
Sellers can raise a compensation request in the Seller Center via the 'Help Center' page only if the shipping type of the order is 'Ship by TikTok' and there is no violation of our TikTok Shop Customer Order Shipping Guidelines.
WsteczOrder Volume Limits (OVLs)Volgende TikTok Shop UK Customer Order Cancellation, Return and Refund Policy