How to Handle Delivered Not Received (DNR) Refund Requests

Sometimes your customer's order will never arrive for unforeseen circumstances that are no fault of your own. Your customer has the opportunity to go to TikTok Shop and notify you of their Delivered Not Received (DNR) order and request a refund. Follow the steps below when you receive a DNR order refund request from a customer:

1. Review the DNR Refund Request in Seller Center
2. Help Your Customer Locate their Order
3. Determine Whether You Should Issue a Refund
4. Approve or Reject the Refund Requests in Seller Center
5. Submit DNR Refund Compensation Claims

Review the DNR Refund Request in Seller Center

You'll be able to review return or refund requests that require processing on the Manage Returns/Refunds page in Seller Center. A DNR refund request is denoted by the refund reason "Package wasn't received"
To review the DNR refund request:

1. In Seller Center, select Orders and then Manage Returns.
2. On the Manage Returns/Refunds page, select the Awaiting action tab.
3. Under the Awaiting action tab, you can review DNR refund requests with the description "Package wasn't received".
   

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Help Your Customer Locate their Order

Reach out to your customer via TikTok Shop Chat or by selecting the Contact buyer button for the associated DNR refund request.
When you talk to your customers in chat, walk them through the following helpful tips to locate their order:

• Double check that their shipping address is correct.
• Advise them to check the surroundings of the delivery location (mailbox, garage, side doors).
• Double check with their family or neighbors to see if the package was received by them.
• Remind them if the logistics carrier has left any specific notes for them to personally pick up the package or request redelivery.

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Determine Whether You Should Issue a DNR Refund

If your customer is still unable to locate their order after helping them through chat, you'll need to determine whether or not to issue them a refund.
Here is some guidance to help you make a refund decision:

• If you have no Proof of Delivery (POD) for the order and the customer is unable to locate the package, then you should accept their request and issue a refund.

Note: Some carriers such as United Parcel Services (UPS) provide photo-based proof as a complementary feature of their shipping service. Others like United States Postal Services USPS might provide signature receipt with an additional fee. For high value orders, we highly encourage you to fulfill the order with shipping carriers that can provide POD to minimize your loss in the event of Delivered Not Received (DNR).

• If you have Proof of Delivery (POD) for the order, you can elect to reject their request and deny the refund. Your customer is eligible to request an appeal to overturn your decision if applicable.

Important: If your customer requests to overturn your refund rejection, TikTok Customer Services may contact and request supporting proof if necessary.

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Approve or Reject Refund Requests in Seller Center

When you determine how to manage the DNR refund request, you'll need to approve or reject the refund in Seller Center. You have two (2) business days to review refund only requests. If no action is taken by you within the (2) business days, TikTok Shop will auto approve the refund request.

To accept

the DNR refund request:

1. In Seller Center, select Orders and then Manage Returns.
2. On the Manage Returns/Refunds page, select the Awaiting action tab.
3. Under the Awaiting action tab, you can view DNR refund requests with the description "Package wasn't received".
4. Select Issue refund button to approve the DNR refund request.

5. On view record panel, select OK.

To reject

the DNR refund request:

1. In Seller Center, select Orders and then Manage Returns.
2. On the Manage Returns/Refunds page, select the Awaiting action tab.
3. Under the awaiting action text, you will able to review the details of all DNR refund requests.
4. Select Reject to deny the DNR refund request.

5. On view record panel, select OK.

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Submit DNR Refund Reimbursement Claims

You can submit a reimbursement claim to refund your customer's DNR request based on your shipping type:

• For Seller Shipping orders, you can raise a claim to your external shipping carrier.
• For TikTok Shipping, orders are automatically insured up to $200 at no additional cost to you when you purchase a shipping label through the TikTok Shop via desktop, the seller app, or open API integrations.

You can initiate a claim by:

1. Select the order from your order list and click order details.
2. Select an abnormal package status such as lost or damaged and initiate the claim process.

For more details and step by step instructions, please visit our Shipping Insurance Page.

• For Fulfilled by TikTok (FBT) orders, please visit our Reimbursement Claims Page.