Refund Eligibility & Windows

Requirements

• Select one of three shipping types: Ship by TikTok using TikTok's approved Logistics Service Providers, Ship by Seller using your own provider, or Fulfilled by TikTok for warehouse-based fulfillment.
• Understand that each shipping option carries different responsibilities for logistics and order fulfillment.
• Monitor key order statuses including Ready to Ship and Transit to Ship.

Requirements

• Choose one of three fulfillment methods: Ship by TikTok, Ship by Seller, or Fulfilled by TikTok (FBT)
• Cancel orders only before "To Ship - Awaiting Collection" status; no abusive language or post-sale term changes allowed
• Review return requests within 2-4 business days depending on item price; refunds auto-approve for returnable categories
• Provide supporting documents for disputes over defective products or missing parts; high cancellation rates impact your Seller Fault Cancellation Rate (SFCR)

Requirements

• Sellers cannot fulfill orders during the first hour after placement (the "Pending" period). Sellers must not use abusive language or change transaction terms after a sale. Sellers can customize cancellation settings and set custom cancellation windows of 1, 5, or 24 hours. If a seller cancels an "Awaiting Shipment" order, it may negatively impact their Seller-Fault Cancellation Rate (SFCR). TikTok Shop automatically approves cancellations if the seller does not respond within 24 hours.

Requirements

• Choose a shipping method: TikTok Shipping, Seller Shipping (selected sellers only with TikTok-supported LSP), or Fulfilled by TikTok
• Provide supporting documents when disputes involve defective products or missing parts
• TikTok Shop retains the right to intervene and make final decisions on disputes
• Keep logistics service providers compliant with TikTok Shop's approved lists

Requirements

• Cancellations allowed only before order status reaches "Awaiting Collection"
• FBT orders: TikTok Shop handles all customer cancellations automatically
• You must not use abusive or threatening language with customers
• You cannot change prices or other transaction terms after a sale is made

Requirements

• Respond to cancellation requests within 24 hours by uploading tracking or approving the cancellation. Notify customers promptly of any seller-initiated cancellations in English with a reason.
• Do not ask customers to cancel due to your own stock issues. Auction orders and trading cards require seller approval for cancellation.

Requirements

• Orders cannot be fulfilled during the mandatory 1-hour "Pending" period, and TikTok may auto-approve any customer cancellation requests during this time
• Canceling "Awaiting Shipment" orders may hurt your Seller-Fault Cancellation Rate (SFCR)
• You must respond to customer cancellation/refund requests within 24 hours or TikTok will automatically approve them
• You can customize your cancellation window (1, 5, or 24 hours) and set automated approval rules by timeframe and product price

Requirements

• Do not cancel orders at high frequency or for suspicious reasons, as this triggers investigation and enforcement. For multi-item orders, you can cancel individual items if out of stock by providing separate tracking for remaining items.
• Provide full refunds promptly if you cancel a partially paid order. Orders automatically cancel if not marked delivered within 2 days after the estimated delivery date when your account is deactivated for violations.

Requirements

• TikTok Shipping: Customers can cancel if order status has not reached "To Ship" or "Awaiting Collection"
• Seller Shipping: Customers can cancel within 1 hour of ordering during the "Pending" period
• Trading cards/collectibles via bidding: All cancellations require your seller approval, regardless of fulfillment method
• The 1-hour pending period is a platform default and cannot be customized by sellers

Requirements

• Issue refunds within 5 calendar days of order cancellation unless you provide proof of shipment or delivery status. You can appeal cancellations by contacting Customer Service with tracking information or proof of fulfillment. TikTok Shop may recover refund costs directly from your account funds. You will receive daily reminders before auto-cancellation occurs.

Requirements

• Customer cancellations before 2-business-day shipping SLA: seller must respond within 24 hours by uploading tracking or approving cancellation, or TikTok auto-approves and refunds
• Seller cancellations permitted only for out-of-stock or unforeseen stock damage—not for seller's own stock issues
• All cancellations must be communicated to customer promptly via in-app notification explaining the reason, in English
• For auction/bidding orders (trading cards, collectibles), customer cancellations require seller approval regardless of timing

Requirements

• Customers must submit return requests within the specified or default 30-day window from delivery. Valid return reasons include product mismatch, poor fit (fashion only), damage, defects, wrong item, missing parts, or late delivery. Money-Back Guarantee extends refund eligibility to 90 days for damaged, defective, or misrepresented items, but excludes pre-owned luxury goods, collectibles, trading cards, final sale items, worn items, and heavy/bulky items. Sellers can dispute refund requests, and TikTok Shop makes final refund decisions.

Requirements

• Review return requests within 4 business days or refund-only requests within 2 business days (for orders $100 or less) before auto-approval occurs. For undelivered orders 6+ days past estimated delivery, refunds are auto-approved for orders under $100 and require your manual approval within 2-4 business days for orders over $100. Track all customer-returned items and monitor delivery status. If a logistics provider confirms receipt but fails to deliver after 30 days, TikTok Shop may auto-approve the refund unless you appeal.

Requirements

• You can cancel items at the SKU level if they're out-of-stock or damaged, while fulfilling the rest of the order
• You must provide separate shipping labels and tracking information for each split shipment
• Cancelled items must be fully and promptly refunded to customers
• Partial cancellations will negatively impact your SFCR (Seller Fulfillment Completion Rate)

Requirements

• Sellers must respond to return requests within 24 hours after order status changes to Ready to Ship, or TikTok Shop will auto-approve the request. Sellers pay return shipping costs for seller-fault reasons (defects, wrong item, inaccurate description, missing parts, damage) and buyer-fault reasons (no longer needed, doesn't fit). Sellers must keep their return warehouse address current or risk losing returned packages. Sellers cannot divert customer transactions off TikTok Shop or ask for additional payments outside the platform.

Requirements

• Cancel only unavailable items at the item level (not the entire order)
• Provide separate shipping labels and tracking numbers for split shipments
• Use item-level split shipping for multiple items of the same SKU
• Fulfill remaining available items in the order

Requirements

• Return shipping fees are seller's responsibility if any item in a batch is returned for seller-fault reasons, otherwise TikTok Shop pays. Forward shipping refunds vary by return reason and logistics choice: sellers using 3PL typically pay for most forward shipping refunds, while TikTok Shop covers costs for platform-preferred logistics in cases like "no longer needed" or sizing issues. Items priced at $100 or more do not receive immediate refunds at drop-off points.

Requirements

• Submit appeals through Customer Service (or Seller Center for broader enforcement decisions)
• Provide supporting documentation proving fulfillment status
• Include tracking info, proof of shipment, proof of delivery, or carrier acceptance scans
• Demonstrate the order is likely to be completed

Requirements

• Contact Customer Service to appeal order cancellations
• Provide supporting documentation: valid tracking information, proof of shipment, proof of delivery, or carrier acceptance scans
• Submit records that demonstrate the order's fulfillment status
• Use the appeal and dispute process in Seller Center for enforcement decisions

Requirements

• Pre-owned items do not receive immediate refunds and must go through 2nd Review in Seller Center where you can reject if condition is poor. For undeliverable orders under $200, customers may receive an advance refund automatically once logistics confirms return. Orders $200 or more will not receive advance refunds. You have 10-30 days to review and approve or reject refunds for items you don't receive after an advance refund is issued. Sellers are responsible for rules set in the Automate Approve Refunds tool and cannot appeal automatic refunds from seller errors.

Requirements

• Refunds are issued at the seller's cost unless stated otherwise
• Customers can only request returns after a package is marked "In transit"
• Customers have 30 calendar days (or a seller-customized timeframe) from delivery to submit a return request
• TikTok handles logistics issues (late/damaged/missing/wrong items) for FBT sellers automatically
• Sellers can set auto-approve rules or issue refund-only requests without receiving the item back
• Return windows can be 14, 30, 45, or 90 days for qualified sellers, but may be temporarily overridden during promotional periods

Requirements

• Sellers must respond to damage or defect claims within 2-4 calendar days. Customers must return items within 14 days if requested by the seller, in original condition with all accessories. Pre-owned, collectible, and final sale items are not eligible for refunds. Auction orders are covered by Auction Protection, not the standard Money-Back Guarantee, and must be claimed within 14 days of delivery.

Requirements

• Items priced $0.01-$10 automatically allow refunds without returns. Sellers pay full refund amounts for non-seller-fault returns (no longer needed, doesn't fit). Sellers pay all costs for seller-fault returns (quality issues, damage). Sellers can configure their own Seller-Preferred Refund rules in Seller Center to auto-approve refunds based on category, reason, price range, and frequency. Purchase price excludes shipping, taxes, and additional fees.

Requirements

• Respond to return requests within 4 business days or they auto-approve
• Respond to refund-only requests within 2 business days for items ≤$100, or 4 business days for items >$100
• If an order is undelivered 6+ calendar days after estimated delivery, no product return is required
• TikTok makes final refund decisions and bears the cost at seller's expense

Requirements

• If a seller wants to appeal an automatic refund, they can do so through the Contact Us page in Seller Center. Sellers are responsible for the rules they set for automatic Seller-Preferred Refund without Return. Appeals will not be accepted for automatic refunds resulting from seller errors in setting or editing rules. Sellers using the automatic Seller-Preferred Refund without Return do so at their own risk and must comply with all applicable laws. Please note that platform rules still apply. In some cases, TikTok Shop may still ask you to review specific requests from buyers. Order Level Refund without Return In Order Level Refund without Return, sellers may choose to issue a refund to a customer after the customer's return request is approved by the seller or TikTok Shop. Sellers can issue a customer refund at an order level from Seller Center using "Issue Refund."Partial Refund Sellers can use tools in Seller Center to issue partial refunds aligned with their business needs. Several solutions are available, as detailed below. Automate Partial Refund Rules Sellers can set up automatic rules for partial refunds in the Seller Center using the Preference settings. These rules enable customers to choose a partial refund as a resolution during the return request process, allowing them to receive a partial refund without returning the item. Sellers are responsible for covering the refund costs based on the conditions they specify. When setting up their rules, sellers can define preferences for the following criteria: Product Category: Only returnable categories are eligible. Item Price: Only items priced between $10-$100 are eligible for this feature. Return Reason: Wrong item received Damaged item or packaging Defective item Missing or broken parts Item does not match description Refund Range: The refund % must be at least 10% of the item's paid price, and the partial refund must be at least $
• If the calculated amount is less than $5, it will default to a $5 refund. The maximum refund % cannot exceed 50%, and the partial refund must be no greater than $

Requirements

• We reserve the right to disable a seller's access to the partial refund function if we determine that the seller has misused the function. Customer Service-Initiated Partial Refund TikTok Shop Customer Service may initiate a partial refund on behalf of a buyer for eligible single-SKU aftersales issues. Buyers cannot request this type of refund themselves. Sellers have 2 business days (items $1
• to approve or reject the request. If the seller does not respond, the request is automatically approved. Sellers cannot modify the refund amount. If approved, the buyer keeps the item. Each item is eligible for only 1 Customer Service-initiated partial refund
• any subsequent request must go through the standard return and refund process. Initiate Partial Refund Offer When a return or refund request is received, sellers may issue a partial refund offer on a case-by-case basis. This capability provides sellers with added flexibility and control, particularly for higher-value categories. Once a partial refund offer is issued, the customer may: Accept the offer: The aftersales request will be closed, and the partial refund will be issued without requiring the item to be returned. Decline the offer or fail to respond within 48 hours: The customer may proceed with the standard return process. If the original request is for a refund only, the partial refund offer will be automatically rejected, and the customer may continue with a full refund request. This capability applies across all sellers, categories, and price ranges. Exceptions include orders that qualify for a returnless refund or cases where the customer has already selected a partial refund under the automated partial refund strategy. Partial Refund After Return (Based on Damage Level)Sellers may issue a partial refund after receiving a returned item if the product is found to have damage, missing components, or quantity discrepancies upon inspection. This capability allows sellers to deduct part of the refund amount based on the severity of the product's condition. Refund Guidance Non-sellable items: Refund deduction is possible between 10-50% of the item price, depending on the severity of damage. Damage Levels and Definitions Damage Level Definition Applicable Rejection Reasons Sellable Minor Damage Minor signs of use, missing labels or tags, but the item remains functional Product is damaged

Requirements

• Order must be undelivered at least 6 calendar days after estimated delivery date
• No product return required from the customer
• Seller must manually approve or deny the refund request within 2 business days
• Refunds outside this price range are either auto-approved ($60 or under) or follow different rules ($100+)

Requirements

• Customers can batch multiple items from the same seller in one return box, except items over $400 or orders totaling more than $1,700. Final sale items are non-returnable for change of mind but can be refunded for package not received, damage, defects, or wrong items within 30 days. Sellers must respond to final sale refund requests within 2 business days or TikTok Shop may auto-approve. Sellers are automatically opted in to offer item replacements but can opt out in Seller Center. Replacements are only available once per original item and only if inventory is in stock.

Requirements

• Sellers must cover all shipping costs for replacements and returns. Customers receive a QR code to drop off the original item, and a new $0 order is created for the seller to fulfill. Only one replacement is allowed per item per customer. Trading cards, collectibles, pre-owned items, and certain health products cannot be replaced without a return. Sellers can opt out of replacements in Seller Center.

Requirements

• Approve or reject return requests within 4 business days
• Customer must return product within 30 days of approval in original condition, or request closes
• You must track returned items and contact customer immediately if wrong item shipped back
• You can refund without receiving the product, but you accept all risk/loss for that choice
• You cannot divert customer transactions off TikTok Shop or request additional payments

Requirements

• Respond to return requests within 24 hours of receipt (from RTS to TTS status)
• Return requests raised after Transit to Ship (TTS) status will be auto-approved regardless of seller action
• If an order is already delivered, the customer must physically return the item to receive a refund
• Failure to respond within 24 hours may result in auto-approval by TikTok Shop

Requirements

• Respond to replacement requests within 1 business day (excluding weekends) or TikTok Shop may auto-approve. Create a new $0 order if you accept a replacement and follow standard shipping SLAs. You are automatically enrolled in item exchanges but can opt out in Seller Center. You pay for outbound exchange shipping while TikTok Shop covers return shipping. Item exchanges are limited to once per original item per customer and only available if inventory is in stock. Hazmat items require a hazmat label for returns, or are processed as refund-only if damaged.

Requirements

• Seller pays return shipping cost when customer uses platform preferred logistics with drop-off
• Customer pays return shipping cost when customer self-arranges return shipping
• Rule applies to all returnable product categories
• Rule applies specifically to "no longer needed" return reason

Requirements

• Respond to refund requests within 2 business days for items $100 or less, or 4 business days for items over $100. Approve refunds or replacements if the product is defective, damaged, or doesn't match your listing description. Accurately describe all non-returnable items. Refund customers in their original payment method, not store credit. Virtual goods are never refundable.

Requirements

• Inconsistent or Incorrect Products If the customer finds that the seller sent a product that is physically different or does not meet the specifications based on what was ordered, the customer can select the reason "Product does not match the description" or "Wrong product sent" when raising a "Return or Refund" request. Customers are required to attach reasonable and relevant supporting materials (such as photos or videos of products) when submitting such requests. Definition of Inconsistent or Incorrect Products Items that are not as described on the seller's product listing page Items that have wrong specifications (such as color, shape, size, technical characteristics, or
• brand)Defective Products If the customer finds that the seller sends an item or product that is damaged or defective, the customer can select the reason "Product is defective or does not work" when raising a "Return or Refund" request. Customers are required to attach reasonable relevant supporting materials (for example, photos or videos of products) when submitting refund requests. Please note that defective products may impact a seller's Non-Buyer Fault Return and Refund Rate (NBFR), which is the % of delivered orders refunded or returned due to a problem caused by the seller or logistics partner. Definition of Defective Products Items or products that are considered "defective" include, but are not limited to: Items that are damaged or broken Items that are not of satisfactory quality or performance due to faulty design or product safety concerns Items are not fit for the purpose for which they were sold to the customer. Any other product issues that negatively affect the customer's product use, safety, or security Handling of Defective Product Disputes Where a dispute arises regarding a return request caused by a product issue, it is the seller's responsibility to: Prepare and submit the relevant supporting documents to demonstrate the product's compliance with the sales contract. Prepare and submit all required safety or compliance standards, including but not limited to product authenticity documents and conditions of shipping. In the case of further escalation by the customer, TikTok Shop may start a dispute process and request supporting documents from both the seller and customer for a case investigation. Handling of Missing Parts or Accessories Disputes Where a dispute arises regarding a return request caused by missing parts or accessories, it is the seller's responsibility to: Prepare and submit the relevant supporting evidence that all items or orders were fully shipped as per the customer's orders.

Requirements

• Seller covers return shipping costs when customer chooses platform-preferred logistics drop-off
• Customer covers return shipping costs when customer chooses to arrange their own return shipping
• Applies to returns due to product not meeting expectations, inaccurate description, or customer no longer needing the item

Requirements

• Refund or replace orders when customers report damage, non-delivery, or late delivery without their consent. Notify customers immediately if a delivery will be delayed and give them the choice to cancel or accept a new deadline.
• Do not penalize customers who confirm receipt and then claim non-delivery unless the seller used deceptive tactics. Minimize damaged items, missing items, wrong items, and packages marked delivered but not received, as these count against your Non-Buyer Fault Return and Refund Rate.

Requirements

• For shipping delays: Send a delay notice with a revised ship date or reason for delay and the customer's right to cancel. If you cannot ship after the first notice, send a renewed delay notice stating the order will auto-cancel and refund unless the customer consents to further delay.
• For packages not received: Respond to refund-only requests within 2 business days for items $100 or less, or 4 business days for items over $100. For TikTok Shipping orders over $300, TikTok Shop may review the request on your behalf. You can appeal TikTok Shop's decision if you disagree.

Requirements

• Customers may initiate returns for:
• Inaccurate item descriptions
• Missing or broken parts
• These return reasons are specific to auction and collectibles/preowned items

Requirements

• If appealing a refund decision, provide evidence the package was handed to the correct carrier, carrier/shipment details (dispatch date, time, location), proof of product quantity and condition when packaged, and a screenshot of customer feedback with Order ID showing non-receipt. For damaged packages, request the carrier provide evidence of proper delivery. TikTok Shop may request additional documentation from you or the customer at any time.

Requirements

• Respond to cancellation requests within 24 hours
• Respond to return and refund requests within 2-4 business days
• Understand and comply with applicable laws and regulations for your products
• Present any product warranties to customers in accordance with applicable laws

Requirements

• Items that are defective or do not work are returnable
• Wrong items sent must be accepted for return
• Damaged items are returnable even if the shipping box arrived in good condition
• Fashion items follow the same return rules as other categories for these specific issues

Requirements

• Forward shipping fee refunds are seller responsibility if you use your own preferred logistics (3PL)
• Forward shipping fee refunds may follow different rules if you use platform-preferred logistics (4PL)
• Exclusions may apply depending on return reason and seller's logistics choice
• Policy applies to all returnable product categories

Requirements

• Seller bears return shipping costs for inaccurate item descriptions
• Seller bears return shipping costs for missing or broken parts
• Applies to all returnable and non-returnable product categories
• Applies to auction and collectibles/preowned items
• Only applies when customer chose drop-off with platform-preferred logistics

Requirements

• Seller pays for return forward shipping costs for FBT orders with drop-off logistics
• Applies to returns for: item fit issues, product doesn't meet expectations, inaccurate descriptions, missing/broken parts, and "no longer needed"
• Covers both returnable and non-returnable product categories (when returns are processed)
• Applies to auction, collectibles, and preowned items

Requirements

• Seller pays return shipping costs for returns due to: product quality issues (fabric/material/style not as expected, item damaged), inaccurate item descriptions, or missing/broken parts
• Applies to auction, collectibles, preowned items, and returnable/non-returnable categories
• Applies only when customer chose drop-off with platform-preferred logistics
• Applies only to FBT (Fulfillment by TikTok) orders

Requirements

• Refunds take up to 5 business days to process
• Items under $100 (new condition) receive immediate refunds when dropped off
• Items $100+ and all pre-owned items receive refunds only after seller review and approval
• You can reject a return during the "2nd Review" process in Seller Center if the item condition is unsatisfactory; disputes escalate to TikTok Customer Service

Requirements

• Orders under $200 receive automatic refunds once the logistics provider confirms the return
• Orders $200+ and pre-owned items at any price are not eligible for immediate refunds
• You can review returned items and reject refunds within a review period starting 10 days after drop-off
• If you take no action within 30 days of an advanced refund, it may be automatically approved

Requirements

• Customers can file damage/defect claims up to 90 days after "Delivered" status, even if the return window has closed
• Sellers must respond to claims within 2–4 calendar days and can accept (refund) or reject (deny)
• Customers must return items within 14 days if the seller requires it, in original condition with all accessories
• TikTok Shop will review seller rejections; if no action is taken within 30 days of an advanced refund, it auto-approves

Requirements

• Refund without Return is automatically enabled for items priced at $10 or under
• Purchase price is the amount paid for the item (standard or discounted price), excluding shipping, taxes, and fees
• You must pay the full refund for non-seller-fault reasons (customer doesn't need it, wrong fit)
• If you deny any refund request, provide a clear written explanation

Requirements

• Refund without Return is mandatory and auto-enabled for items priced $0.01–$10.00
• Sellers are responsible for all return-related costs
• Purchase price is the item cost only (excludes shipping, taxes, and additional fees)
• Refunds may be approved for non-seller-fault reasons (e.g., customer changed mind) and seller-fault reasons (e.g., quality issues)

Requirements

• Sellers define auto-refund rules by product category, return reason, refund price range ($0.01–$10.00 auto-enabled), effective dates, and return frequency
• TikTok subsidizes platform-mandated refunds up to $10; sellers pay for their own preferred policies
• Sellers are responsible for all return-related costs under their own rules
• Sellers cannot appeal automatic refunds caused by their own rule-setting errors

Requirements

• TikTok subsidizes refunds up to $10 (not including taxes, shipping, or fees) under Platform-Mandated Refund without Return
• You pay for refunds under your own Seller-Preferred Refund without Return rules
• Auto-refunds apply to non-returnable items like food and beverages
• TikTok reserves the right to reject coverage if it poses platform risk

Requirements

• You must set and manage your own automatic refund rules by product category, return reason, and refund range
• You are responsible for any errors in how you configure or edit these rules
• Appeals cannot be filed for automatic refunds that result from your own configuration mistakes
• You must comply with all applicable laws when using this feature

Requirements

• Only returnable product categories qualify
• Items must be priced between $10–$100
• Partial refund must be 10–50% of item price, minimum $5, maximum $50
• Allowed return reasons: wrong item received, damaged/defective item, missing/broken parts, item doesn't match description
• Returnless refunds (platform or seller-set) override partial refunds
• You are solely responsible for rule setup; appeals for seller errors are not accepted

Requirements

• Respond to partial refund requests within 2 business days (items ≤$100) or 4 business days (items >$100)
• You cannot modify the refund amount or reject and appeal automatic refunds caused by your own rule setup errors
• Each item qualifies for only 1 CS-initiated partial refund; further disputes must use standard return process
• Returnless refunds (platform or seller-set) automatically take priority over partial refunds

Requirements

• You must respond within 48 hours or the offer auto-approves
• You cannot modify the refund amount TikTok offers
• If approved, the customer keeps the item without returning it
• Each item is limited to only 1 Customer Service-initiated partial refund; further requests use standard return/refund process

Requirements

• Refund deductions range from 10-50% of item price based on damage severity
• You must initiate a partial refund offer to the customer
• Customer has 48 hours to accept the offer; if they accept, no item return is required
• If customer declines or doesn't respond within 48 hours, they proceed to standard return process

Requirements

• Minor damage includes small signs of use, missing labels/tags, or cosmetic damage
• The item must remain fully functional to qualify as minor damage
• Minor damage items are still sellable and can be restocked
• Severe damage (heavily used, missing essential components) is not acceptable and cannot be resold

Requirements

• Severely damaged items (heavily used, missing essential components, unsuitable for resale) are NOT returnable
• Minor damage with signs of use but full functionality IS returnable
• Missing products or product parts fall under a separate "Less Quantity" category

Requirements

• Returns for missing products/parts are eligible only when the buyer is at fault
• Refund does not apply if the refund was already triggered at drop-off
• You must physically receive and inspect the returned item before issuing a refund

Requirements

• Returns are only eligible if caused by buyer fault (not seller error or defects)
• Refunds are issued only after you physically receive and inspect the returned item
• Returns triggered at drop-off are excluded from this rule
• High-value batched returns may have additional restrictions (items over $400 individually or orders over $1,700 total)

Requirements

• Only allowed for returns due to buyer fault reasons
• Does not apply to returns triggered at drop-off
• Refund issued only after seller receives and inspects returned items
• Triggered when individual items exceed $400 or batched order total exceeds $1,700

Requirements

• Only accept returns for: package not received, damaged item/packaging, defective item, missing item, or wrong item sent
• Require photographic evidence for damage, defects, or wrong items
• Issue refunds only after receiving and inspecting the returned item
• Batched returns with individual items over $400 or total value over $1,700 may have additional restrictions

Requirements

• Seller must opt in to offer item replacements
• Only one replacement per item per customer—no second replacements allowed
• You pay for both outbound replacement shipping and return shipping of the original item
• Replacement orders are treated as normal orders and must meet standard fulfillment SLAs
• If inventory is unavailable or you don't participate in replacements, TikTok Shop auto-refunds the customer

Requirements

• Eligible reasons for no-return replacement: items marked delivered but not received, damaged/defective items, wrong items, or items not as described
• Sellers have 1 business day (excluding weekends) to accept or reject a replacement request; if no action is taken, TikTok Shop may auto-approve
• Sellers bear all shipping costs for the replacement
• Customers can only request one replacement per original item ordered; second replacements are not available
• Ineligible product categories: food, beverages, dietary supplements, live plants, seeds, fresh flowers, trading cards, collectibles, and pre-owned items

Requirements

• You must opt in to offer exchanges; if inventory is unavailable, TikTok automatically refunds the customer
• Customers can exchange once per item for reasons like wrong size, wrong material, or no longer needed
• You pay shipping to send the replacement; TikTok covers return shipping of the original item
• You can accept or reject replacement requests without requiring the original item back; rejection allows the customer to request a standard return instead
• You must meet the same processing timelines (SLAs) for exchange orders as regular orders

Requirements

• Customers must attach hazmat labels when returning dangerous goods
• Damaged hazmat items are refunded only—no physical return is required
• Seller pays for shipping exchanges to the customer
• TikTok Shop covers return shipping costs for the original item

Requirements

• Food, beverages, dietary supplements, and ingestible products are non-returnable
• Live plants, seeds, and fresh flowers are non-returnable
• Trading cards and collectibles are non-returnable
• Pre-owned items are non-returnable
• Damaged hazmat items are refunded without requiring a physical return; customers must attach hazmat labels when returning non-damaged hazmat products

Requirements

• Items priced at $100 or less: seller must review and respond to return requests within 2 business days
• Items priced over $100: seller must review and respond to return requests within 4 business days
• These timeframes apply specifically to virtual goods, which are treated as non-returnable items

Requirements

• Review and respond to non-returnable item refund requests within 2 business days (items $100 or less) or 4 business days (items over $100)
• Failure to respond may result in auto-approval of the refund by TikTok Shop
• Customers can appeal your refund decision to TikTok Shop's Customer Service team, which will make a final determination

Requirements

• Issue a full refund in the original payment method OR replace with equivalent/better product
• For non-returnable items ≤$100: respond within 2 business days
• For non-returnable items >$100: respond within 4 business days
• Failure to respond may result in TikTok Shop auto-approving the refund

Requirements

• Refunds must be issued in the original payment method, not store credit or other equivalents
• Product replacements must have equivalent or better functionality than the original
• You must respond promptly when a customer reports an inconsistent, incorrect, defective, or wrong product

Requirements

• Defective products include:
• Items that are damaged, broken, or in poor working condition
• Items with faulty design, quality issues, or safety concerns
• Products that don't meet the customer's intended use
• Any issue that affects the customer's ability to use, safety, or security
• Items that don't match the listing description or have wrong specifications (color, size, brand, etc.)

Requirements

• Submit documents proving the product complies with the sales contract
• Provide all required safety and compliance documentation, including authenticity and shipping condition records
• Be prepared for TikTok Shop investigation and escalation, which may require additional supporting documents

Requirements

• Submit evidence that all items/parts were fully shipped as ordered
• Provide assembly instructions, item information, or documents showing what parts/accessories should have been included
• Be prepared to supply additional supporting documents if TikTok Shop initiates a formal dispute investigation

Requirements

• Either refund the customer promptly or ship a replacement at your cost
• Comply with federal, state, and local customer statutory and common law rights
• Provide supporting evidence that all items were fully shipped as ordered
• Submit documentation showing all parts and accessories that should have accompanied the order

Requirements

• NBFR is a tracked metric that contributes to your overall Shop Performance Score (SPS)
• High NBFR lowers your SPS and may reduce product visibility and SPS benefit eligibility
• Low NBFR improves your SPS and helps maintain access to SPS benefits
• You must ship replacements at your own cost and follow TikTok Shop's shipping policy for timely delivery

Requirements

• Send a delay notice that includes a revised ship date (or explain why you can't provide one) and a clear cancellation option for the customer
• If delayed again, send a renewed delay notice with the same information, stating the order will auto-cancel unless the customer consents before shipment
• Provide easy, customer-paid cancellation methods (website, phone, prepaid postage, etc.)

Requirements

• For Seller Shipping: Respond within 2 business days (items ≤$100) or 4 business days (items >$100); refunds come from your account if approved
• For TikTok Shipping: Same response timeline; TikTok Shop may review requests for items >$300 on your behalf
• For Fulfilled by TikTok: TikTok Shop reviews all refund requests and reimbursses you within 1-14 business days if approved
• Customers can appeal rejections to TikTok Shop Customer Service; all final decisions are TikTok's discretion

Requirements

• If you claim the product was delivered, provide shipping labels, receipts, photos, or videos as proof
• TikTok Shop can request additional documentation from you or the customer at any time
• All decisions by TikTok Shop are final and cannot be appealed

Requirements

• Review and respond to return requests within 4 business days using the Returns Grading Framework
• Grade returned product condition (Original, Minor Damage, Severe Damage, or Wrong Item Shipped)
• Submit supporting evidence: JPG/PNG photos (up to 6 images, max 5 MB each) with optional comments
• Bear return shipping costs for both buyer-fault (e.g., changed mind) and seller-fault (e.g., quality issues) returns

Requirements

• You can enable Seller-Preferred Refund Without Return to set custom rules for refunds without product returns. You can offer returnless refunds for items above the platform threshold (e.g., above $10) or auto-approve refunds for non-returnable items like food and beverages. You can set up automatic partial refunds (10-50% of purchase price) for returnable items between $10-$100 with specific return reasons. You are fully responsible for all costs of seller-initiated refunds and cannot appeal decisions made under your own rule settings.

Requirements

• Partial refund offers must be accepted or declined by customers within 48 hours, or they can proceed with standard returns. Damage-based deductions (10-50% for non-sellable items) only apply to returns caused by buyer fault and after you inspect the returned item. Advanced refunds are automatically approved for drop-off returns and undelivered packages, with 30 days after LSP receipt as the trigger for undelivered return refunds. You can appeal refund decisions in Seller Center if you disagree.

Requirements

• Non-Returnable Products Due to their nature, TikTok Shop will not allow customers to return these products. However, you must decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $1
• Otherwise, TikTok Shop will automatically approve it. Pre-Owned, Trading Cards, and Live Plants Products These products are also considered non-returnable and so the same rules apply. However, if your customer requests a refund because the product is damaged or defective, they are required to ship the product back to you. You must assess its condition and decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $1
• Final Sales Final Sale eligibility is offered to select qualified sellers. These sellers may offer final sales on products in select Fashion categories. Final Sale products cannot be returned after the 1-hour cancellation window. They can only be returned for a refund if the product was not received, is damaged or defective, or wrong item sent. However, you must decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $1
• If you do not respond within the set timeframe, the refund request will be auto-approved. How Does Return And Refund Work For Products That Haven't Been Delivered? Orders That Have Yet To Be Shipped (Between "Ready To Ship" And "Transit To Ship" Status) You must decide whether to approve your customer's refund request within 24 hours. Otherwise, TikTok Shop will automatically approve it. If the order status becomes "Transit To Ship" before the 24 hour window passes, then the rules below for Orders In Transit apply. Orders In Transit The usual rules still apply if: The order is in transit and the Estimated Delivery Time (EDT) hasn't passed. Your customer receives the order within 6 days after the EDT has passed. If an order remains undelivered for more than 6 days after the Estimated Delivery Time (EDT), TikTok Shop will automatically approve refunds for: Electronic products with a purchase price of $60 or less. All other products with a purchase price of $100 or less. However, refunds will not be automatically approved if the delay is due to any of the following buyer-related reasons: The buyer rescheduled the delivery. The buyer requested a change of address while the order was in transit. The delivery attempt failed because the buyer refused the package, could not be contacted, or provided an incorrect address. No product return is required for these refunds. For products with a higher purchase price, you will be given a period to review the refund request before it is automatically approved: Electronic products between $60 and $100: 2 business days to review refund requests All products over $100: 4 business days to review refund requests Carrier-Caused Logistics Issues For orders shipped via Ship by TikTok or TikTok Shipping, sellers may encounter logistics issues caused by the carrier.

Requirements

• To address these issues, TikTok Shop offers third-party insurance through U-PIC. Eligibility for Insurance Claims The order must be shipped using the TikTok Shipping label and scanned by the carrier. Claims must be filed within 90 days of the shipment date. Customer returns are not covered under this insurance. Coverage applies only to packages shipped to buyers, including those marked Return to Sender due to carrier issues (e.g., damage, loss, or item shortages). The table below outlines scenarios where sellers using U-PIC insurance may file claims: Scenario Type When can I file a claim? Required Information Delivered but not received Customer confirms non-receipt of parcel. The customer insists they did not receive the package. Recipient affidavit required. Lost Lost by carrier. The carrier confirms shipment is lost. Claim can be filed immediately after carrier confirmation. Lost - Return to sender. Package not returned to merchant within 20 business days after LSP initially received it. The intended recipient should verify the loss (affidavit). Damaged package, lost items. Package contents are missing due to damage. File as "Shortage" claim. Recipient affidavit required. Damage The inner item is damaged only. The inner item is damaged, but outer packaging is intact. Photos of item, inner and outer packaging. Both inner and outer damage. Both the inner item and outer packaging are visibly damaged. Photos of item, inner and outer packaging. Logistics details show damage. The carrier confirms the item as damaged.
• Provide carrier communication. For Fulfilled by TikTok (FBT) orders, TikTok Shop's Customer Service team will review customer refund requests. If the request is approved due to a lost package or item damage, TikTok Shop will automatically process seller reimbursement after issuing the refund to the buyer. The table below outlines how different refund and return reasons are handled for FBT orders: Return and/or Refund Reason Should you approve or reject the request? Can you file a compensation claim with FBT? Note: Compensation is not guaranteed if the issue is determined to be non-logistics related Package lost Customer Service handles these requests Automatically compensated No need to open a claim. Damaged item or packaging Customer Service handles these requests Automatically compensated No need to open a claim. Package or product is damaged Customer Service handles these requests Automatically compensated No need to open a claim. Shipping box damaged, but item is Ok Seller may approve the return or Customer Service will handle these requests Return to Seller: Yes Open a claim ticket for the impacted order. Return to Warehouse: Automatically compensated No need to open a claim. If a seller believes an issue was caused by the carrier, they can file a claim by following the guidelines outlined in the How to File a Reimbursement Claim for TikTok Shipping Logistics Issues article. Sellers are responsible for providing all required supporting materials when submitting a claim.

Requirements

• Provide instructions from your logistics partner on what your customer can do to get their order. Products Were Shipped In Multiple Packages
• Provide the shipping and tracking details of the other package(s). Replacement Has Been Shipped
• Provide the shipping and tracking details of the replacement (order ID, EDT, etc.). Product Delivery Is On Schedule Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery. Reached An Agreement With The Buyer
• Provide details of the agreement with your customer. The Returned Product Is Not the Product That Was Sent Upload photos of the wrong products and your customer's return package. Missing Products and/or Product Parts Upload photos of the product you received, with the missing components and/or accessories. Haven't Received The Package Inform your customer that you're looking for the returned product and will review their refund request once you find it. Product Is Damaged Or Used Upload photos of the use or damage to the product, and explain why this prevents you from being able to reuse it. Product Has Shipped. Please Wait For Tracking Updates. Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery. Unable To Change Address Use this reason if the order is already in your logistics partner's possession, making it impossible for you to change the delivery address. Buyer Is Responsible For Incorrect Address Upload the delivery details from your logistics partner, proving the order was delivered to the address provided in the order. Item Is Correct Clarify what the customer misunderstood about the product. Product Functions Well/Incorrect Usage By The Buyer

Requirements

• You can set up automated approval rules based on product categories, return reasons, or refund amounts. You can choose a return window of 14, 30, 45, or 90 days
• the default is 30 days from delivery. During holiday seasons, TikTok overrides your chosen return window with an extended period. If TikTok arranges returns for select reasons, you pay 50% of return shipping
• if the customer arranges it, they pay the full cost. If you use your own logistics, you must refund both purchase price and delivery fees.

Requirements

• Customers can use balance to pay for future orders up to a $9,999 maximum limit. Refunds cannot be made to BNPL payment methods. Balance is automatically set as the default payment method when available. Sellers are not responsible for balance refunds after approval is granted. Balance cannot be withdrawn, transferred, or converted to cash unless required by law.