Initiating an Appeal for Return/Refund Requests

This article aims to improve seller's understanding regarding appeal management on Seller Center from appeal submission for returns/refund orders, tracking appeal progress, and improve filters for efficient monitoring.

What Types of Scenarios Can Be Appealed?

You can initiate appeals for the following order types:

1. Appeal for invalid arbitration of 'Refund and Return' order in favor of buyers
2. Auto-approved refunds due to delayed deliveries
3. Auto-approved refunds when sellers fail to confirm return parcels on time
4. Speedy refunds (when the return parcel is successfully dropped off and the refund is initiated)
   

How to Initiate the Appeals Process?

1. In Seller Center, go to Orders > Manage Returns. Under the 'Can be appealed' tab, you'll find a list of return orders that can be appealed.
   
2. After clicking 'Appeal,' you can submit the relevant reasons for appeal and upload supporting evidence, images, and documents.
   
3. Your appeals will be reviewed by the TikTok Shop Support team, who may request additional evidence before making a decision. You have 24 hours to submit the additional evidence as requested.
4. You will have the opportunity to view the appeal results for each order on the Manage Returns/Refunds page. From there, you can click to access the 'Appeal Details' page for more detailed information:
   • If your appeal is approved, you will find compensation details for your orders.
   • In case your appeal is denied, you will also see the reason for the denial.
     
     
     

How to Track Appeal Progress

You can easily monitor and filter your appeal tickets on the Manage Returns page using the following filters to keep track of your appeal progress.

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