Non-Buyer Fault Return & Refund Rate Best Practices and FAQs
03/24/2026
Summary
What is the Non-Buyer Fault Return and Refund Rate, and how can sellers monitor it on TikTok Shop?
- It is a key metric affecting your Shop Performance Score, reflecting returns/refunds not caused by buyer fault.
- Sellers can monitor it via Seller Center > Account Health > Shop Performance Score > Customer Service > Non-Buyer Fault Return and Refund Rate.
What best practices can sellers follow to reduce their Non-Buyer Fault Return and Refund Rate?
- Provide clear, accurate product details and avoid exaggerated claims to manage customer expectations.
- Ensure shipments include all listed items (instructions, cords, accessories) to prevent returns due to missing contents.
How can using Fulfilled by TikTok (FBT) impact sellers’ Non-Buyer Fault Return and Refund Rate?
- FBT handles storage, packing, and shipping, exempting logistics-related issues from your Shop Performance Score calculations, potentially improving your metric.
What ongoing actions should sellers take to manage returns and refunds effectively?
- Regularly monitor return/refund order statuses and proactively follow up with customers.
- Familiarize with TikTok’s requirements for managing returns, refunds, and replacements to ensure compliance and smooth after-sales service.
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
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.