US FBT Seller Reimbursement Operation Manual

02/05/2026

Setting up Shipping

Summary

What are the key reimbursement scenarios and eligibility criteria for TikTok Shop sellers using FBT logistics?

FBT reimburses sellers up to the order amount for logistics-related issues like lost packages, delivery failures, or damaged returns, but excludes buyer-initiated returns for product dissatisfaction. Requests must be submitted within 60 days of order generation.
Automatic reimbursements occur for cases like lost packages or wrong items sent; manual reimbursement tickets are required if TikTok Customer Service misses eligible cases or for return & refund requests handled by sellers.

What specific documentation and submission guidelines must sellers follow to ensure successful reimbursement claims?

Sellers must submit a qualified commercial invoice in English with USD amounts, including product details, quantity, and price; proforma invoices or multi-currency invoices are not accepted.
Proper ticket labeling and attaching required documents like commercial invoices, proof of delivery, and photos of damaged items are essential to avoid delays or rejections.

How should sellers handle inventory discrepancies and damaged or lost stock within the FBT warehouse system?

Sellers must first verify discrepancies with freight forwarders or carriers before submitting reimbursement tickets for inbound, in-warehouse, or return inventory issues.
Tickets must be submitted with correct labels (e.g., Inbound Exception, Inventory Lost/Damaged) and supporting evidence; TikTok Customer Service processes these within 7–21 business days.

What steps can sellers take if reimbursement amounts are delayed or reimbursement tickets are rejected?

Reimbursement amounts may take up to two weeks to appear in the Seller Center; if delayed, sellers should submit a ticket referencing the original reimbursement ID for review.
If a ticket is rejected due to incorrect documentation (e.g., proforma invoice), sellers must resubmit with the correct commercial invoice and ensure no duplicate tickets exist for the same reference ID.

What is the recommended process for sellers to submit and track reimbursement requests on TikTok Shop?

Sellers can submit reimbursement tickets via the FBT system or Seller Center, selecting the most relevant issue type and providing detailed descriptions and evidence.
Ticket status and reimbursement records can be tracked in the FBT system’s Ticket Center or Seller Center’s Support History and Finance sections, with options to reopen tickets within 48 hours of resolution if unsatisfied.

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For the complete submission process and requirements for FBT reimbursements, please refer to the following Seller Academy links:

How to Submit a Reimbursement Ticket

#	Key Actions	System Screenshot Examples
一、 FBT System
1	Click the question mark icon in the bottom-right corner of the FBT system.
2	Seller Academy Documents: You can use the search bar to look up Seller Academy documents, which can answer many common questions. Contact TikTok Customer Service: If you still need help, click Need more help > Contact us.
3	Select the most relevant scenario from Issue Type, and enter the related order ID or goods ID, along with a detailed problem description — this information will help the TikTok customer service team resolve your issue more efficiently.Note: If the seller does not provide the required documents, the reimbursement process may be delayed or rejected.
4	If the issue is still not resolved, or if the seller is not satisfied with the resolution result, the ticket can be reopened within 48 hours after the issue is resolved. If the seller needs to contact the TikTok customer service team after 48 hours following issue resolution, a new ticket must be submitted.
二、Seller center
/	Sellers can submit consumer order claim requests via:Account health >> Shop Performance Score >> Need support? >> Ticket log

Consumer Order Reimbursement

Reimbursement Guide: Logistics-Related Consumer Orders【Reimbursement Amount】FBT provides reimbursement coverage for seller parcels up to the order amount. Therefore, when a buyer submits a refund/return request due to logistics-related reasons and the request is approved, FBT will reimburse the corresponding order amount to the merchant.【Reimbursement Scenarios】FBT reimbursement scenarios do not include buyer-initiated returns or refunds caused by product satisfaction reasons, such as: No longer needed, Item doesn't fit, Item doesn't match description, Item doesn't work, Defective item, Color/Pattern/Fabric/Material is not as expected.【Reimbursement Timeframe】 Please ensure that reimbursement is requested within 60 days after the order is generated. Orders submitted beyond the eligible timeframe cannot be processed, and the reimbursement request will be rejected.

Quick Resolution Guide

If the seller believes that reimbursement was not granted as expected, a ticket can be submitted within 60 calendar days after the order is generated. The TikTok customer service team will conduct a review, and if eligible, the order will be reimbursed.Note: Sellers must guide buyers to contact TikTok customer service to submit a return/refund request. If the seller proactively approves the return/refund request, the merchant will not be eligible for reimbursement.

Step 1：Buyer Submits Request			Step 2：TikTok Customer Service / Seller Processing	Step 3：Seller Reimbursement Processing
1.1-Return / Refund Request Scenarios			2.1-Handling Method	3.1-Reimbursement Method	3.2-Seller Appeal Method
Package wasn't received	Package wasn't received	Refund only	If TikTok Customer Service approves the buyer request>>Automatic reimbursement	Automatic reimbursement	If TikTok Shop Customer Service does not approve the seller request, and the seller disagrees with the decision, the merchant may submit additional evidence to appeal again. TikTok Customer Service will re-review based on the newly submitted evidence.
	Package lost
Item arrived too late	Item arrived too late	Return & Refund	TikTok automatically approves the return request>> Seller receives the returned item and confirms the issue is valid>>Seller manually submits a reimbursement ticket	When all of the following conditions are met, the seller may manually submit a reimbursement ticket and attach product photos as supporting evidence: Buyer initiates return due to damaged item / wrong item sent Seller receives the returned item and confirms the issue is valid
	Product wouldn't arrive on time (also covers Missed estimated delivery date)
Wrong item was sent	Wrong item was sent	Return & Refund	TikTok automatically approves the return request>> Seller receives the returned item and confirms the issue is valid>>Seller manually submits a reimbursement ticket	When all of the following conditions are met, the seller may manually submit a reimbursement ticket and attach product photos as supporting evidence: Buyer initiates return due to damaged item / wrong item sent Seller receives the returned item and confirms the issue is valid
	Wrong product was sent
Damaged item or packaging	Damaged item or packaging
	Package or product is damaged
	Shipping box damaged， but item is Ok
Missing product or accessories	Missing product or accessories	Refund only：Partial shipment received (e.g. buyer purchased 2 items but only received 1 item) Return & Refund：Missing accessories	Refund only： If TikTok Customer Service approves the buyer request>>Automatic reimbursement Return & Refund：TikTok automatically approves the return request>> Seller receives the returned item and confirms the issue is valid>>Seller manually submits a reimbursement ticket	Refund only：Automatic reimbursement Return & Refund: When all of the following conditions are met, the seller may manually submit a reimbursement ticket and attach product photos as supporting evidence: Buyer initiates return due to damaged item / wrong item sent Seller receives the returned item and confirms the issue is valid
	Missing item or parts

Detailed Explanation of Reimbursement Scenarios

Order CancellationsIf an order is cancelled before leaving the FBT warehouse, it is not eligible for reimbursement, as the seller still owns the inventory and has not incurred any loss.However, if the order is cancelled after leaving the FBT warehouse, reimbursement may be granted when the following conditions are met:

The item is lost while in transit to the buyer, or lost while being returned to the FBT warehouse due to delivery failure.

If there is no logistics tracking update for more than 10 calendar days, the item may be deemed lost.

After a failed delivery, the item is returned to the FBT warehouse but cannot be reshelved for sale due to damage.

If an order is cancelled, the buyer will automatically receive a refund. If the seller determines that they meet the above conditions, they may create a ticket and submit a reimbursement request to TikTok Customer Service. TikTok Customer Service will review the request and process eligible reimbursement claims.Returnless Refunds （refunds only）TikTok Customer Service will prioritize reviewing the buyer’s refund request.If the refund is caused by any of the following scenarios, TikTok will automatically initiate reimbursement for the seller after refunding the buyer, and the seller does not need to manually submit a reimbursement request:

Package lost
Delivered Not Received
Product wouldn't arrive on time (products still in transit)
Wrong item was sent
Package received but missing item
Damaged item or packaging

If the seller finds that some orders were missed and not reimbursed by TikTok Customer Service, the seller may submit a reimbursement ticket, and TikTok Customer Service will review and process the request.Return and Refund RequestsThis type of return request must still be handled by the seller. If the seller issues a refund to the buyer due to logistics-related issues, the seller may submit a reimbursement ticket. TikTok Customer Service will review and process the ticket, and if eligible, reimbursement will be granted to the seller.Return to SenderIf an issue occurs while the order is in transit to the buyer and the order is marked as “Return to Sender”, the package will be returned to the FBT shipping warehouse. Once the package is received, FBT will inspect the item to determine whether it is eligible for resale.Not eligible for reimbursement:

The item can be resold and has been re-added to the seller’s inventory

Eligible for reimbursement:

The package is lost while being returned to the sender (FBT shipping warehouse)
The item is returned to the warehouse but not re-added to the seller's inventory

For eligible cases, the seller may submit a reimbursement ticket. TikTok Customer Service will review and process the ticket, and if eligible, reimbursement will be granted to the seller.

Inbound / In-Warehouse Inventory / Return Inventory

Reimbursement Guide: Product Inbound, In-Warehouse Inventory, and Return Inventory【Inbound】– Inbound Quantity Discrepancy

If there is a discrepancy between the Received quantity at the Hub or direct-to FC and the Planned quantity created in the IBR, and the discrepancy occurs during the initial receiving process at the Hub (or FC), the seller should first verify with the freight forwarder or carrier whether there was short shipment or missed shipment.

【Return Inventory】– Lost / Damaged Return Inventory

If return inventory is lost or damaged and the carrier pickup is arranged by the seller, the seller should first verify with the freight forwarder or carrier whether the loss or damage occurred during transportation or after delivery to the overseas warehouse.

Inventory Quantity Discrepancy Investigation

Before submitting a reimbursement ticket, please first confirm whether the inventory is actually lost.

#	Step	Key Actions	Diagram
1	Inbound Incidents	On the Inbound incidents page, enter the IBR# or Goods ID with a quantity shortage. Check whether the inbound quantity shortage is caused by any of the following scenarios: Inbound incident not processed, and the IBR has not been fully put away Due to an inbound incident, the seller created a new IBR for putaway, and the goods were not fully put away under the original IBR Goods Quantity Mismatch – Shortage: Short shipment Goods Damaged upon arrivals: Goods damaged upon arrival
2	Inventory Adjustment Increase	On the Inventory record page, enter the Goods ID with a quantity shortage. Filter by Order type – Inventory count order and Inventory quantity adjustment order, and calculate the total inventory adjustment quantity. This portion of inventory that was missed during putaway / has a quantity shortage, because it cannot be associated with a corresponding IBR, was not fully put away at the IBR level. The available inventory at the Goods level can be increased through inventory adjustment orders (Inventory count order and Inventory quantity adjustment order).

Supported Reimbursement Scenarios

Note: Selecting the correct ticket label will ensure proper handling of seller issues. If there is already an in-progress ticket with the same reference ID, a new ticket cannot be submitted.

Step 1：Seller Submits Request
Scenario		Scenario Description	Ticket Label Selection
Product Inbound	Inventory Lost and/or Damaged	Inbound-related issues, such as inventory lost or damaged in the IBR	FBT Issues > Inbound Order Issues > Inbound Exception - Missing， Extra， Incorrect Units
Product in Warehouse	Inventory Damaged	Damaged inventory in warehouse	FBT Warehouse Reimbursement Claim > Product in Warehouse > Inventory Damaged
Product in Warehouse	Inventory Lost	Lost inventory in warehouse	FBT Warehouse Reimbursement Claim > Product in Warehouse > Inventory Lost
Exit Inventory/ Product Removal	Incorrect Item	Incorrect item received. The goods received by the seller do not match the goods specified in the removal order (e.g. Goods ID A was requested, but Goods ID B was received)	FBT Warehouse Reimbursement Claim > Product Removal > Incorrect Item
	Less Items Received	The quantity of goods received by the seller is less than the quantity specified in the removal order	FBT Warehouse Reimbursement Claim > Product Removal > Less Items Received
	Package Lost	[Only applicable to returns transported by FBT]All goods are lost during transportation from FBT to the seller warehouse	FBT Warehouse Reimbursement Claim > Product Removal > Package Lost
	Product Damaged	[Only applicable to returns transported by FBT]Goods received by the seller are damaged during transportation from the FBT warehouse to the seller warehouse	FBT Warehouse Reimbursement Claim > Product Removal > Product Damaged

Detailed Explanation of Required Attachments

If the seller's reimbursement request is approved, TikTok Customer Service will verify and calculate the reimbursement amount based on the commercial invoice provided by the seller. If the invoice does not meet the following requirements, the seller must resubmit the reimbursement request with a qualified commercial invoice.

Document	Requirements
Commercial Invoice	The commercial invoice is a required document for export customs clearance and must include: Goods ID or barcode number Product description Quantity Price (USD transaction amount, tax excluded) Valid certification / stamp To ensure TikTok Customer Service can initiate an investigation for the reimbursement ticket, please ensure that the commercial invoice is in English and shows USD amounts only. If the product’s selling price on TikTok within the past 60 days is lower than the invoice amount, TikTok Customer Service will reimburse based on the lower price.The following documents cannot replace a commercial invoice: Commercial invoices in Excel format Proforma Invoices Encrypted invoices Invoices containing multiple currencies (e.g. CNY and USD) Purchase orders Non-USD invoices Non-English invoices
Bill of Lading (BOL)	Please ensure the uploaded BOL includes the following information: Relevant reference number (IBR# or OBC#) PRO# Goods ID or barcode Number of pieces / cartons Consignee signature Carrier name Address: delivery address (inbound); pickup address (outbound) Time: delivery time (inbound); pickup time (outbound)
Proof of Delivery (POD)	Please ensure the uploaded POD includes the following information: Tracking number Delivery status Number of packages

How to View Reimbursement Requests and Status

TikTok Customer Service will respond to and process most standard reimbursement tickets within 24 hours. For complex issues and inventory-related reimbursements (including inbound, in-warehouse inventory, and return inventory), the processing timeline will be extended to 7–21 business days.

#	Steps	Discrption	Diagram
一、FBT System
1	Reimbursement Result Notification	Once the reimbursement result is determined, the seller will receive a notification in the Message Center of the FBT system.
2	Ticket Status	Sellers can click the question mark icon in the top-right corner of the FBT system to enter the Ticket Center and view the status of all FBT tickets.
3	Reimbursement Record	For approved reimbursements, sellers can view all reimbursement records within 15 business days after reimbursement in:FBT system > Billing center > Billing details
二、Seller center
1	Ticket Status	Sellers can view the status of all tickets submitted via Seller Center through:Seller Center > Help Center > Support History
2	Reimbursement Record	Whether the reimbursement ticket is created by the seller or automatically initiated by TikTok, sellers can view the reimbursement status within 5 business days after the reimbursement is initiated in:Seller Center > Finance > Overview > View by Statements

FAQ

The seller's reimbursement request has been approved, but the reimbursement amount is not reflected in the account
1. The reimbursement amount may take up to 2 weeks to appear in Seller Center > Statements or FBT system > Billing center. If the seller still does not see the reimbursement amount after 2 weeks, please create a ticket and reference the originally approved reimbursement ticket ID, so that TikTok Customer Service can review the issue. Please select the appropriate ticket label when submitting the ticket:
  1. Inbound: FBT Issues > Inbound Order Issues > Inbound Exception - Missing, Extra, Incorrect Units
  2. In-Warehouse: FBT Issues > Warehouse Inventory Management > Warehouse Stock Questions & Issues
  3. Exit Inventory: FBT Issues > Warehouse Inventory Management > Inventory Removal Request
Why does an error occur when the seller attempts to create an FBT Warehouse Reimbursement Claim ticket?
1. This may be because the reference ID (IBR# or OBC#) already has an in-progress reimbursement ticket — only one ticket can be opened per reference ID at the same time.

If this is not the case, please create a ticket using the following labels so that TikTok Customer Service can review it:

Inbound: FBT Issues > Inbound Order Issues > Inbound Exception - Missing, Extra, Incorrect Units
In-Warehouse: FBT Issues > Warehouse Inventory Management > Warehouse Stock Questions & Issues
Exit Inventory: FBT Issues > Warehouse Inventory Management > Inventory Removal Request

Why was the reimbursement request rejected after the seller submitted a Proforma Invoice?
1. A Proforma Invoice is a preliminary document used to outline sales costs before a transaction is completed. Please resubmit an FBT Warehouse Reimbursement Claim ticket with a Commercial Invoice in English. For details on the required contents of a commercial invoice, please refer to 3.2 Detailed Explanation of Required Attachments.
Why are inbound quantity discrepancies between the Hub and direct-to FC rejected for reimbursement?
1. If there is a discrepancy between the Received quantity at the Hub or direct-to FC and the Planned quantity created in the IBR, and the discrepancy occurs during the initial receiving process at the Hub (or FC), the seller should first verify with the freight forwarder or carrier whether there was a short shipment or missed shipment.