TikTok for Rithum: Returns & Refunds

Overview

In this section, we'll guide you through returns and refunds. To manage returns, visit TikTok Seller Center and go to “Orders” > “Manage Returns”.
Your return will progress through these different statuses: “Request Pending”, “Waiting for Buyer to Ship” (which remains until a return label is generated), “Return Label Generated”, and “Buyer Shipped”.

Return/Refund Workflow: Seller Approves Buyer-Initiated Return Request

1. Buyer Initiates Return on TikTok Shop: The buyer submits a return request through TikTok Shop.
2. TikTok Shop Auto-Approval for Return: TikTok Shop automatically approves the return request initiated by the buyer.
3. Product Returned by Buyer: The buyer sends the products back in compliance with the return policy.
4. ChannelAdvisor API Call for Order Adjustments: Every 15 minutes, ChannelAdvisor executes an API call to collect details on order adjustments.
5. Order adjustment requests will show in the 'Activity & History' tab on the order page in ChannelAdvisor
6. If the seller approves, ChannelAdvisor will initiate an API call for refund processing: ChannelAdvisor performs an API call to execute the refund. For more information, please refer to the "Return/Refund Workflow: Seller Rejects Buyer-Initiated Return Request" section below.
7. Refund Notification to Buyer: The buyer receives an "order refund" email, as well as the actual refund, and the status is updated within the TikTok Shop app.
   

Important 1: TikTok Shop will automatically approve the initial return request, thereby facilitating the automatic generation of a return shipping label. For more information, consult the FAQ section.
Important 2: Refunds can be initiated at the order, line-item, or partial line-item level. For complete details, refer to the FAQ section.

Return/Refund Workflow: Seller Rejects Buyer-Initiated Return Request

1. Buyer Initiates Return on TikTok Shop: The buyer submits a request to return a product through TikTok Shop.
2. TikTok Shop Auto-Approval for Return: TikTok Shop automatically approves the buyer's initial return request.
3. TikTok Shop will automatically approve the initial return request, thereby facilitating the automatic generation of a return shipping label.
4. Product Sent Back by Buyer to Seller: The buyer returns the products that are received by the Order Management System (OMS).
5. ChannelAdvisor API Call for Order Adjustments to TikTok Shop: Every 15 minutes, ChannelAdvisor makes an API call to TikTok Shop to collect details on order adjustments.
6. Order Management System Retrieves Order Adjustments from ChannelAdvisor: The Order Management System gathers the order adjustments received from ChannelAdvisor.
7. Seller Inspection: If the seller does not agree with a return request after inspection, they can submit a request for a Return Cancellation. The status will be updated as "Return Rejected".
8. ChannelAdvisor API Call to Reject the Return on TikTok Shop: ChannelAdvisor makes an API call to inform TikTok Shop that the return has been rejected.
9. Rejection Notification to Buyer: The buyer receives a "return rejected" email, and the status is updated within the TikTok Shop app.

Important: Should the return be rejected, the buyer has the option to apply for arbitration. For complete details, please refer to the FAQ section.

Return/Refund Workflow: Seller-Initiated Refund (Blind-Return)

1. Buyer Returns Product or Requests Refund Off TikTok Shop: Information about the return or refund request is sent from TikTok Shop to the Order Management System (OMS).
2. Order Management System Sends Refund Request: The OMS forwards the refund request to ChannelAdvisor.
3. ChannelAdvisor API Call to Process Refund to TikTok Shop: ChannelAdvisor initiates an API call to TikTok Shop to process the refund.
4. TikTok Shop Verifies and Attempts Refund: TikTok Shop checks the status of the request and attempts to execute the refund.
5. Refund Notification to Buyer: The buyer receives an "order refund" email and the refund itself. The refund status is also displayed within the TikTok Shop app.

Important: There is a limitation in the Seller Center; returns should be initiated through ChannelAdvisor. Important: Refunds can be administered at the order level, line-item level, or partial line-item level.
For additional information, please consult the FAQ section.

Return/Refund Workflow: Seller Approves Refund-Only Request

1. Buyer Initiates Refund Request Through TikTok Shop: The buyer submits a request for a refund via TikTok Shop's user interface.
2. ChannelAdvisor API Call for Order Adjustments: Every 15 minutes, an API call is initiated by ChannelAdvisor to gather current order adjustment information.
3. Order Management System Retrieves Order Adjustments: The Order Management System receives the adjustment details from ChannelAdvisor.
4. Order Management System Forwards Refund Request: The OMS proceeds to forward the refund request to ChannelAdvisor.
5. ChannelAdvisor API Call to Initiate Refund on TikTok Shop: ChannelAdvisor executes an API call to TikTok Shop to process the refund.
6. TikTok Shop Verifies and Attempts Refund: TikTok Shop reviews the status and, if appropriate, proceeds with the refund.
7. Refund Confirmation to Buyer: Upon successful refund, the buyer receives an "order refund" email and the refund status is updated in the TikTok Shop app.

Important: Refunds must be processed either at the order level or line-item level, depending on the shipment status. For additional information, please refer to the FAQ section.

Return/Refund Workflow: Seller Rejects Refund-Only Request

1. Buyer Initiates Refund Request Through TikTok Shop: The buyer submits a refund request via the TikTok Shop platform.
2. ChannelAdvisor API Call for TikTok Shop Order Adjustments: Every 15 minutes, ChannelAdvisor initiates an API call to collect current order adjustment information from TikTok Shop.
3. Order Management System Retrieves Adjustment Data: The Order Management System receives the adjustment information from ChannelAdvisor.
4. Order Management System Rejects Adjustment: The adjustment request is formally rejected by the Order Management System.
5. ChannelAdvisor API Call to Notify TikTok Shop of Rejection: An API call is executed by ChannelAdvisor to TikTok Shop to inform them of the rejected refund request.
6. Buyer Notified of Rejection: The buyer receives a "refund rejected" email, and the rejection status is displayed within the TikTok Shop app.

Important 1: The rejection must be submitted within 24 hours; otherwise, TikTok Shop will auto-approve the buyer's request. For more details, refer to the FAQ section.
Important 2: In case of a rejected refund, the buyer has the option to apply for arbitration. For further information, please consult the FAQ section.