Managing Returns/Refunds

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:
You will then be able to see the new Awaiting your Action Required tab, equipped with four quick filters to help prioritise important tasks and keep you updated, ensuring you don't miss any necessary actions from your end.
If you have an ongoing request and believe it’s not necessary to wait for the platform’s processing results — and you agree to refund the user — you can click “Issue Refund” to proceed. Please note that in this case, the refund amount will be covered at your own expense.
If you would rather wait for the platform to complete the process, you can simply wait for the result. If the platform requires more information or action from you, the case will appear in the “Awaiting Your Action” tab.

2. Go to the 'Awaiting Your Action' tab, from here you'll see the requests that need your attention.

• For refund-only requests, you have 3 business days to approve or reject each request based on their merits. If you miss this timeframe, the platform will automatically approve these requests and issue refund to the buyers.
• For return and refund requests, in most cases, the platform will auto-approve the 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 respond issue refund or reject the return parcel within 2 business days. 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 has completed the process.
  
• Disputed: Manage requests that customers have disputed. 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 Dispute.

• 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 2 times.

3. Are there any circumstances under which I can extend the 1 calendar day response time for 'Awaiting Action' requests?

No, the TikTok platform will auto-approve buyers' requests in 1 calendar day if sellers do not respond.