1. What is a Partial Refund?

A partial refund allows a buyer to receive a portion of the refund when:

• The seller offers a partial refund and allows the buyer to keep the product; or
• The returned product is not in perfect condition.

2. What are Partial Refunds when buyers can keep the product?

2.1 When is it applicable?

Partial refunds depend on product condition, return reason, and if you set up a partial refund automation in Seller Center

2.1.1 Returnable products

• Return Reasons: Wrong item, missing parts, defective, damaged, or not as described.

2.1.2 Non-returnable products

• Return Reasons: Damaged in transit, missing parts, or not as described

2.2 What is the Process for Partial Refunds on Non-Returnable Products?

2.2.1 Reach an agreement with the buyer

You can offer a partial refund upon receiving a return/refund request. Initiate a discussion with the buyer and secure their consent via the Seller Center Customer Message Tool

2.2.2 Initiate a Partial Refund in Seller Center

Go to Manage Returns and select 'Awaiting Action.' Review the buyer's request and select 'Issue Full/Partial Refund.' Ensure to enter the agreed amount
📍To learn more, visit How to offer partial refunds for non-returnable products

2.2.3 Buyer to confirm the Partial Refund offer

Buyers will be notified via the TikTok Shop app or email about your partial refund offer and will need to respond within 2 business days. If no response is received, the return/refund request will proceed as usual.
📍To learn more, visit Guide to Managing Returns, Refunds and Replacements

2.3 How to Set Up Automated Partial Refunds for Returnable Products

You can configure partial refunds for returnable products in Seller Center Fulfillment Settings under the Partial Refunds section
📍To learn more, visit How to set up partial refund🚨 Important: Before submitting, double-check the details you have set for the product category, accepted return reasons, price range, and refund percentage, as these will determine your eligibility for partial refund reimbursement.
For instance, if you’ve configured automated approval for return reasons like damaged product, package, or missing items/accessories, and are using the "Ship by Platform" shipping method, you won’t be eligible for reimbursement if the damage occurs during transit.

2.4 What to do if a buyer returns an item after receiving a Partial Refund?

If a buyer receives a partial refund and later returns the item within the 30-day return window, the partial refund amount will be deducted from the full refund.

3. What are Partial Refunds for returned products that are not in perfect condition?

3.1 When is it applicable?

Sellers can offer a partial refund after receiving a returned product that, upon inspection, is not in perfect condition or when there is a quantity mismatch. They can assess the product's condition using a grading framework and select a rejection reason if any parts are missing. Using this process and providing photo evidence, sellers can determine an appropriate partial refund amount (%) and reach an agreement with the buyer.
Please note this feature will only be offered to return and refund requests and it can be managed within your Seller Centre in Orders>Return & Refund.

3.2 What is the Grading Framework for returned products that are not in perfect condition?

When the seller receives a returned item and finds upon inspection that it is not in perfect condition—either due to product damage or missing components—the seller can evaluate the item’s condition using the following framework:

• Received but not in original condition
  • Original: No signs of usage and in original packaging with all the accesories
  • Minor damage/functional: Minor signs of use, missing labels/tags, but is functional
  • Severe damaged/unsellable: Heavily used or missing essential components, unsuitable for resale
  • Buyer sent wrong item: missing essential items, unsuitable for resale
• Received but missing parts:
  • Missing parts/accessories
  • Missing gift
  • Less quantity returned than ordered
  • Empty package

This framework helps sellers make informed decisions about product conditions while ensuring buyer protection. By allowing partial refunds supported with clear evidence, it promotes transparency and provides buyers with the information needed to fairly evaluate a request. This approach helps both parties reach an agreement on imperfect products, builds trust, and enhances overall customer satisfaction.