Manage Returns/Refunds

This article will provide you with a short introduction to the return and refund process, empowering you to effectively manage customer requests and ensure a positive shopping experience.

How to Manage Returns/Refunds

1. To begin, navigate to Seller Center and select Orders > Manage Returns to effectively oversee return and refund requests.
   

On this page, you'll see different tabs that categorise requests at various stages:

• All: View all return and refund requests from buyers, regardless of their current status
• Awaiting your action: Find requests that are awaiting your response. Please pay attention here as this stage involves your action to process successful return and refund requests
• Awaiting TikTok Shop/customer action: Access requests that are pending TikTok Shop to review or customers to complete shipping out the return product
• Appealed/disputed: Manage requests that have been disputed by customers or appeals raised by you. It's crucial to address these concerns promptly to maintain customer satisfaction.
• Resolved: Access requests that have been approved and successfully completed resulting in successful returns or refunds

You will then be able to see the new Attention Required tab, equipped with 4 quick filters to help prioritise important tasks and keep you updated, ensuring you don't miss any necessary actions from your end.
These quick filters include:

• Respond within 24 hours: Highlight urgent return requests that you need to approve or reject within 24 hours; otherwise, they will be automatically approved by the platform
• Auto-approve (last 7 days): Display all requests auto-approved by the platform in line with its auto-approved policies and regulations
• Can be appealed: Show all return requests that are approved by platform and can be appealed if you disagree with platform's decision
• Disputes awaiting response: Show all return requests that have been disputed by customers that need your action.
  

💡Seller Tip: You now have the option to view your return requests in list view to see more requests on a single page. Simply switch from Card View to List View, or vice versa, based on your preference.

2. Go to the 'Awaiting Action' tab, from here you'll see the requests that need your attention. You have to approve or reject each request based on their merits within the review window specified here. If you miss this timeframe, the platform will automatically approve these requests.
   

For Refund only request, you can:

• Issue Refund: Fully refund requests without needing the product to be returned.
• Reject: If a request doesn't meet criteria, you can reject it and provide a clear reason for transparency.
  

For Return & Refund request, you can:

• Approve: Allow buyers to ship out the return items.
• Reject: If a request doesn't meet criteria, you can reject it and provide a clear reason for transparency.
• Issue full refund: Fully refund requests without needing the product to be returned.
  

❗️Important: If you choose to approve the return requests, you must wait for the buyer to send the product back and then inspect the item(s). At this stage, you have the option to either accept or reject the return parcel. If you accept, the system will initiate a refund to the buyer. However, if you reject the return, you will need to select the reason for rejection and upload any necessary evidence.
💡Seller Tip: Speed up your returns/refunds management with our enhanced filters. The updated filter provides more choices, making it easy for you to refine your results.

3. Once you've reviewed and taken action on requests, you can monitor the requests that have been successfully completed or those that have resulted in disputes under these 2 tabs:
   • Resolved: Keep track of requests that successfully complete the process, resulting in successful returns or refunds.
     

• Appealed/Disputed: Manage requests that customers have disputed or you have appealed. Swiftly address these concerns for satisfactory solutions.

Please note that when you reject a request, it's important to provide your reason. The buyer can challenge this decision by making an appeal.

• If the request is rejected for the first time, the buyer can submit a second request or a dispute.
• If the request is rejected twice for the same order, the buyer can only make a dispute.
• If a buyer disputes a decision, TikTok will step in to mediate between you and the buyer to find a solution.
  
  

FAQ

1. Can I modify or update my response to a return or refund request after I've submitted it?

Yes, you can modify or update your response to a return or refund request after it has been submitted.

2. Is there a limit to the number of times a buyer can dispute a rejected request?

Yes, buyers can dispute a rejected request up to 5 times.

3. Are there any circumstances under which I can extend the review window requirement to approve or reject response time for 'Awaiting Action' requests?

No, the TikTok platform will auto-approve buyers' requests after the review window if sellers do not respond.

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