Can Sellers appeal order refunds?

In certain situations, TikTok Shop Customer Service may decide to issue a refund to a customer that the Seller does not agree with. Sellers now have the option to initiate the appeal process for eligible order refunds directly on the "Manage Returns/Refunds" page on Seller Center.
Appealable order refunds are applicable to orders where a customer returns the package, but:

• The package had not been received
• The product is damaged or used
• There are missing products and/or product parts
• The customer returned the wrong product

A Seller can also appeal if they disagree with a refund issued by Customer Service following a customer dispute.
For more details on the refund process, refer to the TikTok Shop Customer Order Cancellation, Return, and Refund Guidelines.

How can a Seller initiate an appeal?

If a Seller believes that an order refund should not be issued, they may submit an appeal on the "Manage Returns/Refunds" page. The Seller will have two options: Speedy Refunds and Dispute Scenarios.

Speedy Refunds

Once the customer drops off their package, TikTok Shop will refund the customer directly and the order will reflect a "Speedy refund" tag.
Sellers can expect the returned package to be delivered within 6 calendar days. The Seller can initiate an appeal if either:

• The returned package does not arrive within 6 calendar days, or
• The Seller is dissatisfied with the returned package

To initiate an appeal:

1. Identify the order with the "Speedy refund" tag
2. Click Appeal

3. Select the appeal reason:
   1. I didn't receive a return package
   2. Product is damaged or used
   3. Customer returned the wrong product
   4. Missing products and/or product parts
4. Upload evidence (optional, but recommended)
5. Include additional comments by providing more details about the issue (optional, but recommended)
6. Select Submit

Once submitted, TikTok Shop Customer Service will review the appeal and provide a decision.
If TikTok Customer Service approves the appeal, the Seller will be compensated and can view the details of their appeal.
If the appeal fails, TikTok Shop Customer Service will provide additional details on their decision via Seller Center and email.
Note: The order will reflect an "Appealing" status until TikTok Shop Customer service team has provided their decision. You may have messages awaiting your attention from customer service that will need to be addressed prior to providing an appeal.
When a return and refund request is initially rejected by the Seller, the customer may raise a dispute.
If the TikTok Shop Customer Service team supports the customer in the dispute, but the Seller thinks the decision was incorrect, the Seller may submit an appeal.
Under the Disputed tab, choose Order status as Completed, and you can find the Appeal entrance for all appealable orders in which the Customer Service team supported buyers.

How are appeals reviewed?

Once an appeal is submitted, the TikTok Shop Customer Service team reviews the appeal details provided by the Seller and the order's information in order to make a decision on the appeal. The TikTok Shop Customer Service team may request additional details from the Seller for clarification to help in reviewing the appeal.

• For appeals related to speedy refund scenarios, it's recommended that Sellers wait to receive the return parcel and provide documentation or evidence related to the condition of the return within 6 calendar days.

If an appeal is denied, Sellers can view additional details regarding the appeal decision. They may contact the TikTok Shop Customer Service team through the Help Center to discuss appeal decisions.

Why are Seller Appeals beneficial to Sellers?

If TikTok Shop incorrectly sides with the customers in these refund scenarios, appeals allow Sellers to be fairly compensated for these orders.