Summary
New replacement-without-return program: sellers must accept or reject customer replacement requests within 1 business day; auto-approval occurs if no response. Sellers bear shipping costs. Limited to eligible customers and in-stock items.
Why it matters
Sellers must actively manage replacement requests with tight 1-day SLAs or face auto-approval obligations. Replacement orders create $0 revenue while seller bears shipping costs. Failure to respond triggers automatic fulfillment liability.
Recommended action
Review replacement eligibility settings; audit 1-business-day response workflow; assess shipping cost impact on margins for eligible product categories; document auto-approval implications.
If the item is marked as delivered, but the customer did not receive it
Food, beverages, dietary supplements, and other ingestible products (human or animal)
The item replacement option is only available to eligible customers (at Tik Tok Shop's discretion) if the seller has opted in to offer replacements and if the inventory of the original item is in stock at the time of the request.
Tik Tok Shop will automatically refund the customer in the instance that a replacement cannot be offered due to lack of item inventory or participation in item replacements.
If a customer initiates an aftersale dispute for a replacement and Tik Tok Shop decides to support the customer, we will issue a refund instead of the seller shipping a replacement.
Tik Tok Shop will automatically refund the customer in the instance that a replacement cannot be offered due to lack of item inventory or participation in item replacements.
If a customer initiates an aftersale dispute for a replacement and Tik Tok Shop decides to support the customer, we will issue a refund instead of the seller shipping a replacement.
Item replacements are only offered once per original item ordered per customer. A customer cannot request a second replacement of an item once it has already been replaced.
Certain non-returnable product categories like trading cards, collectibles, and pre-owned items are not eligible for replacement without a return at this time.
The seller will bear the cost of shipping the item replacement from the seller to the customer.
If a customer requests a free item replacement for "delivered but not received", an item replacement request is sent to the seller to review.
The seller can either accept or reject the request for an item replacement without a return.
No content was removed in this update.
Affects: Seller
If the seller accepts the replacement request, a new $0 order is created.
The seller must follow the same SLAs for a replacement order as an original order.
The original item does not need to be returned by the customer at this time.
If the seller rejects the replacement request, a customer can re-initiate an item replacement request or initiate a return request in the app.
Customers can also seek assistance through Tik Tok Shop's Customer Support team.
Sellers have one (1) business day (excluding weekends) to review a replacement request.
If no action is taken by the seller after one (1) business day from when the request was submitted, Tik Tok Shop will auto-approve the replacement request.
The seller can either accept or reject the request for an item replacement without a return.
If the seller accepts the replacement request, a new $0 order is created.
The seller must follow the same SLAs for a replacement order as an original order.
The original item does not need to be returned by the customer at this time.
If the seller rejects the replacement request, a customer can re-initiate an item replacement request or initiate a return request in the app.
Customers can also seek assistance through Tik Tok Shop's Customer Support team.
If the seller accepts the replacement request, a new $0 order is created. The seller must follow the same SLAs for a replacement order as an original order. The original item does not need to be returned by the customer at this time.
If the seller rejects the replacement request, a customer can re-initiate an item replacement request or initiate a return request in the app. Customers can also seek assistance through Tik Tok Shop's Customer Support team.
Sellers have one (1) business day (excluding weekends) to review a replacement request. If no action is taken by the seller after one (1) business day from when the request was submitted, Tik Tok Shop will auto-approve the replacement request.