AddedCustomer Order Cancellation, Return, and Refund Policy
Product Refund Value
Non-Seller-Fault Return Reason(for example, no longer needed, item does not fit) | Seller-Fault Return Reasons(for example, product quality issues, packaging damages)
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Total updates
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Non-Seller-Fault Return Reason(for example, no longer needed, item does not fit) | Seller-Fault Return Reasons(for example, product quality issues, packaging damages)
For sellers: Sellers are responsible for the full returnless refund amount for non-seller-fault return reasons (no longer needed or item does not fit).
Showing 61–80 of 1363
Eligible items: all returnable and non-returnable products. | Ineligible items: pre-owned, collectible, and final sale products.
Refunds will be automatically processed once the logistics provider confirms the order is being returned to the seller. Sellers do not need to take any action. TikTok Shop may cancel the order and issue the refund to the original payment method. | Orders value
Refunds may take up to 5 business days. Such returns will not require the seller to approve the refund request after receiving the returned parcels. TikTok Shop may automatically approve refund requests once customers drop off their items. | Sellers will be no
Seller
Seller
Responsibility for Forward Shipping Fee Refunds to Customers(Seller Chose 3PL-Seller Preferred Logistics) | Responsibility for Forward Shipping Fee Refunds to Customers(Seller Chose Fourth-Party Logistics (4PL)-Platform Preferred Logistics)
Refund Responsibility - Forward Shipping Costs(Based on Seller's Choice of Logistics Vendor and Customer-Selected Return Reason. Exclusions may apply.)
Responsibility for Return Shipping Cost(Customer Chose Drop-off with Platform Preferred Logistics) | Responsibility for Return Shipping Cost(Customer Chose Self-Arrange Return Shipping)
Manual approval required by seller within 4 business 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 may be closed.
Sellers have 4 business days to review return and refund requests. If no action is taken within this timeframe, TikTok Shop may automatically approve the request. | Sellers have 2 business days to review refund-only requests for items $100 or less. For items p
A refund is issued to the customer at the seller's cost, unless specified otherwise. | Sellers can raise a "Refund only" request for orders that are in transit (shipped status). This option is available if the seller wants to issue a refund to the customer wit
Guide to Managing Returns, Refunds, and Replacements | For the customer return policy, see Return Policy
Summary
Section restructured: added navigation header "Guide to Managing Returns, Refunds, and Replacements" and reference link to customer Return Policy. No new requirements or behavioral changes introduced.
Affects: Seller
Sellers may appeal enforcement decisions, including shop deactivation decisions, through the appeal and dispute process available in Seller Center.To appeal individual order cancellations, sellers should contact Customer Service. They must provide supporting d
Summary
Added clarification on order cancellation appeals process. Sellers can appeal individual order cancellations via Customer Service by providing fulfillment documentation (tracking, proof of shipment/delivery, carrier scans).
Affects: Seller
For a multi-item order, sellers can split multiple items of the same Stock Keeping Unit (SKU) into different packages using item-level split shipping. A SKU is a unique code for each product. To do this, they must provide separate shipping labels and tracking
Summary
New policy permits item-level partial order cancellations for SKUs when out-of-stock or damaged, with refund requirement. Warns cancellations negatively impact seller Fault Cancellation Rate (SFCR).
Affects: Seller
A customer can request a cancellation before the 2-business-day Standard Shipping SLA from the order date. If this happens, the seller must act on the request within 24 hours. If no action is taken, TikTok Shop may auto-approve the cancellation and issue a ref
Summary
New mandatory cancellation rules for auction orders: sellers have 24 hours to act on cancellation requests or face auto-approval by TikTok. Non-compliance can result in suspensions and platform bans.
Affects: Seller
Seller Shipping: If the cancellation request is made less than 1 hour from the time of ordering during the "Pending" period.For trading cards and other collectibles sold via the bidding feature, cancellations require seller approval. This applies to both TikTo
Summary
New cancellation rules added: TikTok Shipping allows cancellation only before "To Ship"/"Awaiting Collection" status. Seller Shipping restricts to <1 hour from order. Trading cards/collectibles via bidding require seller approval for both shipping types.
Affects: Seller
Sellers will not be able to fulfill any orders within the 1st hour of the order placement, known as the "Pending" period. During this "Pending" period, TikTok Shop may automatically approve any customer-raised order cancellations, regardless of shipping type (
Summary
New 1-hour "Pending" period prevents seller fulfillment and allows automatic cancellation approval. Seller-fault cancellations impact SFCR metric. 24-hour inaction triggers auto-approval of refunds. SLA-based auto-cancellation for delayed status updates.
Affects: Seller
If the seller is using Fulfilled by TikTok (FBT), all customer cancellations are handled by TikTok Shop. | Once payment is made, both customers and sellers can cancel an order before the order status in Seller Center is updated to "Awaiting Collection".
Summary
Added clarification on order cancellation mechanics: FBT cancellations handled by TikTok; both parties can cancel before "Awaiting Collection" status; sellers prohibited from abusive language or post-sale term changes. Restated existing rules from prior policy context.
Affects: Seller