Overview

This guide explains how appeal management works on Seller Centre for returns and refunds — from submitting an appeal, to tracking its progress, to using filters for efficient monitoring.
It also covers the changes coming in July 2026 to how returned packages are reviewed and when appeals are available, so you know what to expect at every stage of the return journey.

Key things to know

• Your review window is your main opportunity to dispute a return. Appeals exist for decisions the platform made on your behalf, not as a second chance after a missed review.
• You can submit appeals for eligible return/refund orders under the Appeal / Can Be Appealed tab in Orders > Manage Returns.
• Track appeal status and compensation with color-coded tags, and filter tickets under the All tab on the Manage Returns/Refunds page.
• From July 2026: you can only reject a return once it has been delivered, and "I didn't receive the package" claims require a 2-day wait after delivery. Once your review window ends, you can no longer appeal if you had the opportunity to review.
• Appeals are generally processed within 3 days; lost-in-transit parcels are covered separately via Customer Service after 30 days from the ship date.

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What types of scenarios can be appealed?

You can initiate appeals for the following order types:
For full appeal criteria, please refer to our policy article.

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How to initiate the appeals process

1. In Seller Centre, go to Orders > Manage Returns. Under the Appeal tab, you'll find a list of return orders with an Appeal button.
2. Click Appeal, then submit the relevant reasons for your appeal and upload supporting evidence, images, and documents.
3. The TikTok Shop Support team reviews your case and may request additional evidence before making a decision.
4. View the appeal result and related information for each order on the Manage Returns/Refunds page. Click the order ID to open the View Appeal Details page for more information — including compensation details if the appeal is approved, or the reason for denial if it isn't.

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Tracking appeals and compensation

You can track the status of your appeals with colour-coded tags and review compensation amounts processed for eligible requests, all in one view. The Compensation tag appears on your return/refund request and shows the status of your compensation from TikTok Shop.
🔥 NEW: Monitor and filter your appeal tickets under the All tab on the Manage Returns/Refunds page. Filters range from granular Appeal status (On-going, Awaiting response, and so on) up to Compensation status (processing, completed, and so on) to help you keep track of appeal progress.

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What's changing in July 2026: return reviews and rDNR

From July 2026, we're updating how returned packages are reviewed, and when appeals are available in Seller Centre. The process is also known as RDNR (reverse delivered not received).
Good to know: what is Reverse DNR (rDNR)? Reverse "Did Not Receive" (rDNR) is when a customer ships a return back to a seller, but the seller claims they never received the package. This claim can be used to reject the customer's refund, or to appeal a refund that was already processed.
Your review window starts as soon as the returned package is marked "delivered", and lasts 4 business days in total.

• Days 1–2: You can review the return, but you cannot reject it using the "No, I didn't receive the package" option.
• Days 3–4: Once this restriction is lifted, you still have time to review the return and respond.
  

If the return is lost in transit, contact Customer Service 30 days after the shipment date to request lost parcel compensation. You're protected either way.

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Stage 1 · Return in transit

You can't reject a return while it's in transit.Wait until the return is delivered before reviewing it. If it never arrives, contact Customer Service 30 days after the ship date to request lost parcel compensation.

Stage 2 · Delivered (Days 1–2)

"I didn't receive the package" is temporarily unavailable.You can review the return, but this option is disabled for the first 2 days after delivery. Packages are sometimes scanned as delivered before they reach your warehouse.

Stage 3 · Delivered (Days 3–4)

Report a missing package if needed.The "I didn't receive the package" option becomes available. Before submitting, you'll see a short checklist to help locate the package, as many "missing" returns are found.

Stage 4 · After the review window

Your review period has ended.Once the 4 business day review window expires, the return will be approved and you will not be able to appeal through Seller Centre.

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FAQs

1. What happens after I submit an appeal? The TikTok Shop Support team reviews your case and may request additional evidence or information. You can monitor progress on the Manage Returns/Refunds page, and you'll be notified once a decision is made.
2. What are the possible outcomes of an appeal? Two outcomes are possible:

• Approval — you may be eligible for compensation or a favourable resolution, depending on the appeal scenario.
• Denial — you'll be given the reason, and the original decision on the return/refund order will stand.

3. How long does an appeal take? Processing time varies with case complexity and appeal volume, but the Support team generally aims to process appeals within 3 days.
4. What are the criteria to appeal a DNR (delivered but not received) refund? The refund request must meet both conditions:

• The buyer's DNR refund request was approved by the platform on your behalf.
• The refund was funded by you (the seller).

See the policy article for full details.
5. Does my review window change with this update? Yes, your review window is 4 business days from order updated to "Delivered".
6. The carrier marked my return as delivered, but I can't find it. What do I do? Work through the checklist shown when you select "I didn't receive the package" (see Stage 3 above) — most "missing" returns are located this way. If the package still can't be found after the 2-day waiting period, submit "I didn't receive the package" with your supporting comments.
7. A return was lost in transit and never arrived. Am I out of pocket? No. Contact Customer Service 30 days after the ship date to request lost parcel compensation.
8. What happens if I don't review a return before my window expires? The request auto-approves, as it does today — but you will no longer be able to appeal afterwards if you had the opportunity to review the item. We strongly recommend reviewing returns as soon as they arrive.
9. Questions about a specific return? Contact Customer Service through Seller Centre.