Summary
New "Package Not Received" refund policy: customers can claim refund post-delivery; sellers have 2-4 business days to respond by price tier. Non-response triggers auto-approval. For items >$300 or FBT orders, TikTok reviews on seller's behalf.
Why it matters
Sellers face new financial exposure: unresponded claims auto-approve at seller's cost within 2-4 days. TikTok controls $300+ decisions without seller input. Claim volume and approval rates directly impact seller cash flow and P&L.
Recommended action
Audit refund workflow capacity and timelines. Configure auto-response alerts for "Package Not Received" claims. Document carrier handoff procedures. Review FBT and $300+ item reimbursement terms with logistics partners.
Some lines were shortened in the change preview. View full policy →
Customers can raise a refund-only request with the reason "Package wasn't received" after the order status is marked as delivered if the customer is unable to locate the delivered package.
These refund-only requests are reviewed based on the order's shipping type: For Seller Shipping orders: Sellers have 2 business days to review refund-only requests for items $100 or less.
For 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.
Customers are refunded from seller's account.
If a seller approves a refund request, a refund is issued to the customer at the seller's cost.
Sellers can raise a claim to the external carrier.
If a seller rejects a refund request, the customer will be notified of the rejection and has the right to raise an appeal request with Tik Tok Shop Customer Service.
If Tik Tok Shop determines the appeal in favor of the customer, a refund is issued to the customer at the seller's cost.
All decisions are final at the discretion of Tik Tok Shop.
For Tik Tok Shipping orders:
Sellers have 2 business days to review refund-only requests for items $100 or less.
For 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.
For items more than $300, Tik Tok Shop will review all refund-only requests on behalf of sellers.
If a seller disagrees with Tik Tok Shop's decision on the refund-only request, the seller has the right to raise an appeal with Tik Tok Shop Customer Service.
For Fulfilled by Tik Tok orders:
Affects: Seller
Tik Tok Shop will review all refund-only requests on behalf of sellers.
If Tik Tok Shop approves a refund-only request, a refund will be issued to the customer and the seller will be directly reimbursed by Tik Tok Shop within 1-14 business days, regardless of the order's carrier.
Refunds are issued to the customer at the seller's cost.
If a seller disagrees with Tik Tok Shop's decision, the seller has the right to raise an appeal with Tik Tok Shop Customer Service.
For Seller Shipping orders:
Sellers have 2 business days to review refund-only requests for items $100 or less.
For 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.
Customers are refunded from seller's account.
If a seller approves a refund request, a refund is issued to the customer at the seller's cost.
Sellers can raise a claim to the external carrier.
If a seller rejects a refund request, the customer will be notified of the rejection and has the right to raise an appeal request with Tik Tok Shop Customer Service.
If Tik Tok Shop determines the appeal in favor of the customer, a refund is issued to the customer at the seller's cost.
All decisions are final at the discretion of Tik Tok Shop.
Sellers have 2 business days to review refund-only requests for items $100 or less. For 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. Customers are refunded from seller's account.
If a seller approves a refund request, a refund is issued to the customer at the seller's cost. Sellers can raise a claim to the external carrier.
If a seller rejects a refund request, the customer will be notified of the rejection and has the right to raise an appeal request with Tik Tok Shop Customer Service. If Tik Tok Shop determines the appeal in favor of the customer, a refund is issued to the customer at the seller's cost. All decisions are final at the discretion of Tik Tok Shop.
If Tik Tok Shop determines the appeal in favor of the customer, a refund is issued to the customer at the seller's cost. All decisions are final at the discretion of Tik Tok Shop.
For Tik Tok Shipping orders:
Sellers have 2 business days to review refund-only requests for items $100 or less.
For 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.
For items more than $300, Tik Tok Shop will review all refund-only requests on behalf of sellers.
If a seller disagrees with Tik Tok Shop's decision on the refund-only request, the seller has the right to raise an appeal with Tik Tok Shop Customer Service.
Sellers have 2 business days to review refund-only requests for items $100 or less. For 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.
For items more than $300, Tik Tok Shop will review all refund-only requests on behalf of sellers.
If a seller disagrees with Tik Tok Shop's decision on the refund-only request, the seller has the right to raise an appeal with Tik Tok Shop Customer Service.
For Fulfilled by Tik Tok orders:
Tik Tok Shop will review all refund-only requests on behalf of sellers.
If Tik Tok Shop approves a refund-only request, a refund will be issued to the customer and the seller will be directly reimbursed by Tik Tok Shop within 1-14 business days, regardless of the order's carrier.
Refunds are issued to the customer at the seller's cost.
If a seller disagrees with Tik Tok Shop's decision, the seller has the right to raise an appeal with Tik Tok Shop Customer Service.
Tik Tok Shop will review all refund-only requests on behalf of sellers.
If Tik Tok Shop approves a refund-only request, a refund will be issued to the customer and the seller will be directly reimbursed by Tik Tok Shop within 1-14 business days, regardless of the order's carrier. Refunds are issued to the customer at the seller's cost.
If a seller disagrees with Tik Tok Shop's decision, the seller has the right to raise an appeal with Tik Tok Shop Customer Service.
Tik Tok Shop will auto-approve refund-only requests with invalid tracking numbers as detected by Tik Tok Shop. Refunds are issued to the customer at the seller's cost.
If a seller disagrees with Tik Tok Shop's decision on the refund-only request, the seller has the right to raise an appeal in Seller Center using Orders - Manage Returns.
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