Non-Buyer Fault Return & Refund Rate Best Practices and FAQs
AI Summary
Non-Buyer Fault Return and Refund Rate affects your Shop Performance Score. To monitor it, go to Seller Center > Account Health > Shop Performance Score > Customer Service > Non-Buyer Fault Return and Refund Rate and review Problem Order Details. To reduce issues, improve listing accuracy, avoid exaggerated claims, ensure packages include all listed items, stay on top of after-sales requests, and consider FBT, where logistics-related experience is exempt from score calculations.
In this guide, you will learn about: - Steps to monitor your Non-Buyer Fault Return and Refund Rate
- Best practices to address common reasons for return and refunds
How to See Your Non-Buyer Fault Return and Refund Rate
To see your Non-Buyer Fault Return and Refund Rate, follow these steps:- Head to Seller Center homepage
- Use the sidebar to navigate to Shop Performance Score under Account Health
- Scroll down to the Monitor the following metrics section
- Under Customer Service, click on Non-Buyer Fault Return and Refund Rate
- Scroll down to the Problem Order Details section
Best Practices
Check out these videos to help lower your NBFR!Additional Tips
- Manage customer expectations
- Providing more details about product functionalities and mention if there might be any visible differences in your product listings.
- Avoid exaggerated claims in your product listings.
- Check packages for complete contents
- Your shipment should include everything that is listed in your product detail page, including instructions, cords, and accessories.
- Consider shipping with Fulfilled by TikTok (FBT)
- TikTok warehouses handle the storing, picking, packing, and shipping of orders. With FBT, any logistics-related experience will be exempted from your Shop Performance Score calculations.
- Stay up-to-date on after-sales requests
- Monitor the status of return/refund orders consistently and follow up with your customers as needed.
- Check out our Requirements for Managing Returns, Refunds, and Replacements to learn about the return and refund process.