Manage Replacements

03/27/2024

Manage Returns & Refunds

Summary

What are the benefits of offering replacements on TikTok Shop?

Sellers can retain revenue by providing replacements without requiring customers to reorder.
TikTok Shop subsidizes the cost of replacement shipping, saving sellers on return shipping expenses.

What are the eligibility criteria and limitations for item replacements?

Replacements are available if the seller opts in and the original item is in stock.
Only one replacement per original item is allowed; certain non-returnable categories are ineligible.

How can sellers manage replacement requests on TikTok Shop?

Sellers can approve or reject replacement requests via Seller Center under Orders > Manage Orders.
Replacement orders are marked as $0 value and labeled "Replacement Order" in the Order ID section.

How can sellers opt out of offering replacements on TikTok Shop?

Go to Seller Center, navigate to Orders > Order fulfillment settings, and toggle off "Replacement Settings."
Sellers are opted in by default and must manually opt out if they choose not to offer replacements.

Show moreShow less

Feature Summary

You will now be given the option to participate in offering replacements when your customers request an original item be replaced with a new one without having to reorder the original item if the first item arrived damaged, defective, missing parts or items, or wasn't as described.

This benefits you in a couple of ways:

Please note:

You will be able to retain revenue by offering replacements.
You can save on the return shipping cost, as replacements are offered at no cost to sellers and customers (TikTok Shop will subsidize the cost of replacement shipping at this time).

Seller scenarios guide:

The item replacement option is only available to customers if you have opted to offer replacements and the original item is in stock at the time of the request.
Item replacements are only offered once per original item ordered per customer. A customer cannot request a second replacement of an item once it has already been replaced.
Certain non-returnable product categories (e.g., trading cards, collectibles, pre-owned items) are not eligible for replacements at this time.
TikTok Shop covers the cost of shipping the replacement item from the seller to the customer.
When a customer requests a free item replacement, a new $0 order is created and an item replacement request to the seller is triggered.
- You can either accept or reject the item replacement request.

How can I opt out of offering replacements?	Go to Seller Center Go to Orders > Order fulfillment settings Tap the icon next to “Replacement Settings." Use the toggle button to opt out of offering replacements. Once done, you will see the Set Up button next to the Replacement Settings option in Seller Center. Note: Sellers are opted in by default. You must opt out to not offer replacements.
What products are eligible for replacement?	All returnable category items and certain non-returnable category items are eligible for replacements.Eligible non-returnable categories: Food & Beverage, Baby & Maternity and Pet SuppliesIneligible non-returnable categories: Trading cards, collectibles, pre-owned items, automotive & motorcycle and items under $10
Where do I go to see if a buyer has requested a replacement?	Go to Orders > Manage Orders For an order with a replacement request, the Order Status column will say "Replacement Requested." You can use the filter options on top to see only orders with replacement requests.
How do I use Seller Center to approve or reject replacement?	If you reject a replacement request, the buyer can dispute the case or re-raise a replacement or a return and refund request.To approve or reject a replacement request: Go to Orders > Manage Orders For an order with a replacement request, the Order Status column will say "Replacement Requested." Click the order to go to the next page and approve or reject the request. If approved, a new $0 value order will be created. You can also click "Return & Refund" under Orders to see all replacement requests
How will I know which orders are replacement orders?	A replacement order will be listed as a $0 order on the orders page. The Order ID section will mention "Replacement Order," and the total column will show a $0 value.
Can I cancel a replacement?	Yes, as with a regular order, you can cancel a replacement order.To cancel a replacement order: Click on the drop-down for the replacement order on the right side and click Cancel Order. Select the appropriate reason for cancellation. Click Confirm.
How will the platform monitor abusive buyers?	TikTok Shop will closely monitor buyer behavior and put appropriate guardrails in place to avoid potential abuse by buyers.
How many times can a customer request a replacement?Is there a limit to how many times a customer can request a replacement?	Customers can only request one replacement item per original item ordered.Customers won't see a replacement option when initiating a refund request for an order that's already been replaced once or isn't eligible.