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Customers can raise a refund-only request with the reason "Package was not 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 may auto-approve the refund.
Customers are refunded from the 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 may auto-approve the refund.
For items more than $300, Tik Tok Shop may 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 may 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 may auto-approve the refund.
Customers are refunded from the 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 may auto-approve the refund. Customers are refunded from the 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 may auto-approve the refund.
For items more than $300, Tik Tok Shop may 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 may auto-approve the refund.
For items more than $300, Tik Tok Shop may 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 may 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 may 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 may 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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