Returns, Refunds, and Replacements Best Practices and FAQs

In this guide, you will learn about:

• Return and Refund features
• How to initiate different types of partial refunds
• Best practices for rejecting refund requests

For details on related policies, enforcements, and appeal requirements, please refer to:

• Customer Order Cancellation, Return, and Refund Policy
• Guide to Managing Returns, Refunds and Replacements

Return and Refund Features

These are optional tools sellers can enable and customize in Seller Center.

Seller-Preferred Refund Without Return

Unlike platform-mandated returns, Seller-Preferred Refund Without Return allows you to set your own rules for when refunds can be issued without requiring a product to be returned. The rules you set as a seller will take priority over platform rules, and can be switched off any time.
When creating your rules for Seller-Preferred Refund Without Return, you can customize rules based on:

• Product Category
• Return Reason
• Refund Range (purchase price range)

Doing so can help you streamline operations and appeal to more customers. You can enable this feature in the Manage Returns tab in Seller Center. Two main options are available:

1. Returnless Refund (for returnable products)
   • You may allow refunds without return for products priced above TikTok Shop's platform-mandated threshold (e.g., above $10).
   • Unlike the platform-mandated option, TikTok Shop does not subsidize these seller-initiated refunds. Sellers are fully responsible for the refund amount.
   • TikTok Shop may reject compensation claims for refunds issued under seller-defined rules to protect platform integrity.
2. Auto-Approve Refunds (for non-returnable products)
   • Commonly used for items like food, beverages, or other perishable goods.
   • These refunds are automatically approved based on the rules you set, without any platform subsidy.

Once enabled, TikTok Shop will automatically issue refunds that meet your rules. In some cases, TikTok Shop may still ask you to review specific requests from buyers.
If a refund is processed automatically due to your own rule settings, you cannot appeal the decision. TikTok Shop will not reimburse any losses from seller-defined rules. All such settings are made at your own risk and must comply with applicable laws and regulations.

Partial Refund

Sellers can use tools in Seller Center to issue partial refunds aligned with their business needs. Several solutions are currently available, as detailed below.

Automate Partial Refund Rules

You can enable automatic partial refunds in Seller Center through Preference settings. This allows customers to request a partial refund without returning the item. You set the rules and cover the refund costs based on:

• Eligible Items: Returnable categories only, priced between $10 and $100.
• Return Reasons: Wrong item, damaged/defective, missing parts, or not as described
• Refund Range:
  • Minimum: 10% or $5 (whichever is higher)
  • Maximum: 50% or $50 (whichever is lower)
• Priority: Returnless refunds take precedence over partial refunds
• Appeals: Sellers can appeal only if the refund was not due to their own rule setup

Below are videos for creating and editing your partial refund rules:
Creating Partial Refund RulesEditing Partial Refund Rules

Initiate Partial Refund Offer

When a return or refund request is received, sellers may issue a partial refund offer on a case-by-case basis. This capability provides sellers with added flexibility and control, particularly for higher-value categories.
Once a partial refund offer is issued, the customer may:

• Accept the offer: The aftersales request will be closed, and the partial refund will be issued without requiring the item to be returned.
• Decline the offer or fail to respond within 48 hours: The customer may proceed with the standard return process.

If the original request is for a refund only, the partial refund offer will be automatically rejected, and the customer may continue with a full refund request.
This capability applies across all sellers, categories, and price ranges. Exceptions include orders that qualify for a returnless refund or cases where the customer has already selected a partial refund under the automated partial refund strategy.

Partial Refund After Return (Based on Damage Level)

Sellers may issue a partial refund after receiving a returned item if the product is found to have damage, missing components, or quantity discrepancies upon inspection. This capability allows sellers to deduct part of the refund amount based on the severity of the product's condition.
Refund Guidance

• Non-sellable items: Refund deduction is possible between 10–50% of the item price, depending on the severity of damage.

Damage Levels and DefinitionsEligibility Conditions

1. Only allowed for returns due to buyer fault reasons.
2. Does not apply to returns where a refund was triggered at drop-off.
3. Refund is issued only after the returned item has been received and inspected by the seller.

Once the returned item's condition is determined, sellers can initiate a partial refund through Seller Center, with the refund amount adjusted according to the assessed damage level and the guidelines above.

Rejecting Refund Requests

When rejecting your customer's refund request, ensure you select the correct reason and follow the best practices below when explaining your decision:

• Delivery Attempt Failed
  • Upload photos from your logistics partner showing they tried to deliver the order but weren't able to do so. Provide instructions from your logistics partner on what your customer can do to get their order.
• Products Were Shipped In Multiple Packages
  • Provide the shipping and tracking details of the other package(s).
• Replacement Has Been Shipped
  • Provide the shipping and tracking details of the replacement (order ID, EDT, etc.).
• Product Delivery Is On Schedule
  • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery.
• Reached An Agreement With The Buyer
  • Provide details of the agreement with your customer.
• The Returned Product Is Not the Product That Was Sent
  • Upload photos of the wrong products and your customer's return package.
• Missing Products and/or Product Parts
  • Upload photos of the product you received, with the missing components and/or accessories.
• Haven't Received The Package
  • Inform your customer that you're looking for the returned product and will review their refund request once you find it.
• Product Is Damaged Or Used
  • Upload photos of the use or damage to the product, and explain why this prevents you from being able to reuse it.
• Product Has Shipped. Please Wait For Tracking Updates.
  • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery.
• Unable To Change Address
  • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to change the delivery address.
• Buyer Is Responsible For Incorrect Address
  • Upload the delivery details from your logistics partner, proving the order was delivered to the address provided in the order.
• Item Is Correct
  • Clarify what the customer misunderstood about the product.
• Product Functions Well/Incorrect Usage By The Buyer
  • Provide clear instructions on how the product functions, and how to use it correctly.
• Reason Is Unclear/Lack Of Evidence
  • Use this reason if the customer's reason for requesting a refund is unclear.

Customizable ToolsYou can manage return and refund settings through the Seller Center under Fulfillment Settings > Returns & Refund. For step-by-step guidance, refer to the Customizing Your Return and Refund Features article.

Automated Return and Refund Requests

You can simplify the review process for returns, refunds, and replacement requests by enabling automated approval. Set up rules to trigger automation based on product categories, return/refund reasons, or refund ranges, saving time and reducing manual effort.

Adjustable Return Window

You can choose return window options such as 14 days (for some categories), 30 days, 45 days, or 90 days. If no selection is made, the default return window will be used, which is 30 calendar days from the "Delivered" date for customer return requests.
Holiday Shopping Season NoticeDuring the holiday shopping season (Black Friday, Cyber Monday, etc.), we will apply an extended return window to most items purchased. During this period, seller-configured return windows will be temporarily overridden. Once the holiday shopping season ends, seller-configured return windows will resume and apply to new orders.

Frequently Asked Questions

• How is purchase price calculated?
  • Purchase price refers to the amount a customer paid for a product. This can be the standard price, or a promotional or discounted price. It does not include shipping fees or taxes.
• Who pays for return shipping and delivery fees when a refund is approved?
  • If the customer arranges the return themselves, they pay the return shipping cost.
  • If TikTok Shop arranges the return, the return shipping cost will be subsidized by TikTok Shop for select return reasons (e.g., the customer no longer wants the item or it doesn’t fit). In these cases, sellers are only responsible for 50% of the cost.
  • If you use your own logistics partners to fulfill the order, you must refund both the purchase price and the delivery fee the customer paid.
• How can I appeal an auto-approved return or refund request?
  • If your return or refund request has been auto-approved and you wish to appeal, you can initiate the process through the Seller Center. Simply click on 'Orders' > 'Manage Returns' > 'Appeal' to dispute the approval. Refer to our step-by-step guide on how to submit an appeal for returns and refunds for more information.
• What is the Non-Buyer Fault Return and Refund Rate (NBFR) and why does it matter?
  • NBFR measures the percentage of delivered orders in the past 60 days that led to a return or refund due to a problem caused by the seller or logistics partner, such as a damaged item or late delivery. It only includes orders that were delivered and not canceled. NBFR is part of your Shop Performance Score (SPS), so a high rate can lower your SPS and affect product visibility and eligibility for benefits, while a low rate can help improve your SPS and maintain access to SPS benefits.
  • For more information, refer to our Guide to Non-Buyer Fault Return & Refund Rate.
• What is TikTok Shop Balance?
  • TikTok Shop Balance is a virtual account feature that enables faster refunds and convenient future purchases on TikTok Shop. Refunds to TikTok Shop Balance are processed after seller or TikTok Shop approval and do not affect seller costs or responsibilities.
    • Customers can receive refunds to their TikTok Shop Balance within minutes, instead of days with standard payment methods.
    • Customers can use their balance to pay for future orders either fully or partially if the balance cannot cover the entire order. The maximum balance limit is $9,999.
    • TikTok Shop Balance cannot be withdrawn, transferred, or converted into cash or other monetary forms unless required by law. Purchases made with most payment methods are eligible for this refund option, except those made using Buy Now Pay Later (BNPL) methods.
    • TikTok Shop Balance is automatically set as the default payment method if a balance exists in the account. Security measures, such as PIN setup, may be required for high-risk buyers.