Summary
Returns for orders $100.01+ now require seller manual approval within 4 business days (vs. 2 previously). Customers have 30 days from approval to return; TikTok auto-approves if logistics provider fails delivery. Sellers lose returned items if return address not updated.
Why it matters
Sellers face tighter approval windows, automatic refund approvals bypassing seller input, and risk of inventory loss from address mismanagement. Liability shift: sellers no longer guaranteed receipt of returned items and cannot claim TikTok reimbursement for lost packages.
Recommended action
Audit current return approval workflows; update warehouse address in Seller Center immediately. Document returned item receipts via logistics tracking. Review appeal process for auto-approved refunds in Seller Center within 30 days.
The customer must upload the necessary information required and return the product within 30 calendar days from when the return request is approved. If not, the return request will be closed.
Customers must ensure that they enclose the correct and original item that was purchased in the same condition in which it arrived when making a return.
If a customer accidentally ships the wrong item back, sellers must get in touch with the customer as soon as possible.
Tik Tok Shop cannot guarantee that the correct item will be returned by the customer and received by the seller.
Note:
The seller may reject the refund, but the seller will not receive any additional or separate reimbursement from Tik Tok Shop.
Tik Tok Shop and the customer cannot guarantee that once a returned item has shipped back to the seller that the item will be delivered and received by the seller.
Tik Tok Shop cannot guarantee that the correct item will be returned by the customer and received by the seller. Note: The seller may reject the refund, but the seller will not receive any additional or separate reimbursement from Tik Tok Shop.
Note:
The seller may reject the refund, but the seller will not receive any additional or separate reimbursement from Tik Tok Shop.
Tik Tok Shop and the customer cannot guarantee that once a returned item has shipped back to the seller that the item will be delivered and received by the seller.
It is the seller's responsibility to track any customer-returned items using the information provided by the customer or the logistics vendor.
If the Logistics Service Provider confirms receipt of a customer's return package but fails to deliver it to the seller, Tik Tok Shop will automatically approve the refund 30 calendar days after the customer drops off the package. Sellers may appeal this decision in the Seller Center.
Affects: Seller
Sellers can choose to refund the customer without receiving the returned products. However, sellers must accept the relevant risk or loss associated with this decision.
In order to protect customer rights, Tik Tok Shop can process any refund requests if a seller's shop is deactivated and manage any recovery of funds in order to reimburse the customer. Refer to our Customer Order Shipping Policy and our Seller Enforcement Policy for more information.
Sellers are strictly prohibited from diverting customer transactions off Tik Tok Shop or soliciting additional payments for purchases made on Tik Tok Shop, both on the platform and offline. Refer to Customer Service Policy for more information.
Customers can raise a return and refund request after the order status changes to Ready to Ship (RTS).
Sellers have 24 hours to review customer requests between Ready to Ship (RTS) and Transit to Ship (TTS).
If no action is taken within 24 hours, Tik Tok Shop will auto-approve the return request.
Return requests raised after the order status changes to Transit to Ship (TTS) will be auto-approved by Tik Tok Shop.
If the order is delivered, the customer must return the eligible item in order to receive a refund.
Sellers are responsible for correctly and promptly updating their return warehouse address when they move or change address.
Failure to do so will result in the seller losing the returned package and any items contained within.
Tik Tok is entitled to take appropriate action, which may include, but is not limited to, destruction or donation of the unclaimed item in any circumstance where the designated delivery address is inaccessible or undeliverable, including customer rejection of a delivery.
Sellers are responsible for correctly and promptly updating their return warehouse address when they move or change address. Failure to do so will result in the seller losing the returned package and any items contained within.
Tik Tok is entitled to take appropriate action, which may include, but is not limited to, destruction or donation of the unclaimed item in any circumstance where the designated delivery address is inaccessible or undeliverable, including customer rejection of a delivery.
No content was removed in this update.