How Returns Work with TikTok

Ready to sell products on TikTok? Before you do, make sure you review and understand TikTok’s Return Policy. Tik Tok

If you sell on TikTok, then you must follow TikTok’s return policy for those orders placed via TikTok (even if these policies differ from the one you set for your orders placed via your webstore, mobile app, etc). This is a requirement for all merchants who sell via TikTok.

Not adhering to this policy can negatively impact your Seller Score.

We walk through the policy below, but you can review TikTok’s official in-depth policy documentation here.

Return Window for TikTok Orders

• A customer has 30 days from the date of delivery to request a return or refund.
• In addition to those 30 days, a customer can request a return or refund under TikTok’s Buyer Protection Program within 90 calendar days of the date of delivery.

Requirements for Handling a Return

You will be alerted to all TikTok Return requests via a banner at the top of your CommentSold dashboard.

• You must respond to all return requests within 48 hours of submission.
• Any unaddressed return and refund requests will be automatically approved by TikTok.
• Refunds must be issued within 5 business days and the refund amount must include the purchase price, as well as shipping, handling, and taxes.

If there is an issue with a returned item, you can submit an appeal to be compensated for the return request under Orders > Manage Returns in your TikTok Seller Center.

You can learn more about TikTok's return policy in the TikTok Shop Academy.

Return Reasons for TikTok Orders

Customers who placed an order via TikTok can request a full or partial return for the following reasons:

• ​The wrong product, or a product with missing parts or accessories, was delivered. 
• The product is not in compliance with the contract of sale.
• ​The product is incomplete, defective, damaged, or in otherwise unacceptable condition.
• The product does not match the description provided at the time of purchase.
• The customer changed their mind about the purchase.
• ​The seller did not fulfill their delivery commitments (such as delayed shipping or delayed delivery).

Requirements for Partial and Full Returns

TikTok allows for both full and partial returns. These requests appear in your CommentSold system and should be processed as you would process a non-TikTok partial or full return request.

Below is an example of how a partial return request appears in CommentSold. You'll note that the second item in the order is the item for which the customer is requesting a return.

Process a Return/Refund for TikTok Orders

1. Select Manage Orders on the returns request banner in CommentSold 
   • This will filter the page to TikTok orders that have a return or cancellation request. There is also a filter under the Filters button in the Orders page. 
2. Select the Initiate Return button on the order (arrow icon) 
3. On the order, you will see a Confirm or Reject button
   • If you reject the request, a reason is required to be selected
4. You will need to check the item's inventory and return the quantity.
5. Once the customer ships the item back, you will need to accept/reject the package in TikTok Seller Center. 
   • This will initiate the refund to the customer as well.
   • TikTok will automatically accept if you do not respond to the action.

FAQs

How does inventory movement work with returns on Tiktok orders?

TikTok can auto-approve customer return requests based on time limit expiration, TikTok platform policies, or shop set policies for cancellations, returns, and refunds. 

Action items for returns are based on when the return is requested, not how the request was approved.

• Cancellation (before order is shipped)
  • inventory is returned
  • customer is refunded
• Return (after order is shipped)
  • inventory is not returned
  • customer is not refunded 
• Refund (after order is shipped)
  • must be completed in TikTok Seller Center - you need to accept/reject returned package
  • inventory is not automatically returned to CS
  • customer is refunded

What is an “after sale request”?

This is Tiktok’s term for a return or refund request.

How do I know there is a return/refund request?

The customer must first request a refund through Tiktok.

You will see a "TikTok Order: Requires Action" banner in CS.

You then ‘Accept’/’Deny’ the request in CS and complete the refund in CS.

A customer cancelled their order without notifying us. How is this possible?

Consumers can cancel orders without the seller’s approval if:

• The shipping type is ‘Ship by Seller’ and a cancellation request is made less than (1) hour from the time of ordering.
• It has been more than five (5) business days after order payment and the order status is still “Pending”.

I refunded an order and the customer received notification that they did not need to return the item. What happened?

TikTok Shop has a “Refund without Return” program for all returnable products whose refund value is less than or equal to $20USD.

• This limited “Refund without Return” program allows customers to get up to a $20 refund without returning the product.

There are two types of Refund without Returns settings:

• Platform-Mandated Refund without Return: Sellers are automatically subject to this program for product returns valued at $20 or less.
  • TikTok Shop subsidizes these costs, so this program does not cost anything for sellers
• Seller-Preferred Refund without Return: Sellers can choose to opt-in to this program for product returns valued at more than $20 at the seller’s own cost.

For more details on Refund without return, refer to section 4.2.5 of the TikTok Shop Customer Order Cancellation, Return, and Refund Guidelines.

Troubleshooting Errors