Summary
New auto-approval mechanism for non-returnable items: sellers must act within 2 business days ($≤$100) or 4 days (>$100) or TikTok auto-approves refunds. Added customer appeal right overriding seller decisions on non-returnable refunds.
Why it matters
Sellers now face automatic refund liability if they don't respond promptly to non-returnable returns. Appeal system lets customers overturn seller denials, reducing seller control over refund outcomes and increasing financial risk on high-value orders.
Recommended action
Audit internal processes to ensure 2/4-day review SLAs are met for all non-returnable return requests. Document refund decisions with detailed evidence to withstand appeals. Monitor appeal outcomes to identify systemic denial issues.
Sellers have 2 business days to review return and refund requests for non-returnable items that are $100 or less. For non-returnable items priced over $100, sellers have 4 business days to take action. If the seller does not take action during that time, Tik Tok Shop will auto-approve the refund.
In instances where the item is categorized as non-returnable and the customer is unsatisfied with the seller's decision on their return and refund request, the customer has the right to open an appeal ticket with Tik Tok Shop's Customer Service team. Tik Tok Shop will then assess the relevant evidence and make the final decision on the return and refund request.
No content was removed in this update.
Affects: Seller