Return Process

Return methods

There are 3 methods for buyers to return the packages right now: Self-Arranged Returns, drop-off returns and pick-up returns. Buyers will be able to choose the return method by themselves.

Drop Off Return:

• Drop-off returns require buyers to drop-off their return parcel to Logistics service provider branches.
• TikTok Shop allows buyers from all addresses to use Drop-off return service.
• TikTok Shop integrated Drop-off Logistics service provider: J&T, Flash, Kerry.
• Buyers should drop off the returned parcel within 10 calendar days after the seller's first approval.

Pick-up return:

• Pick-up returns, Logistics service provider will provide doorstep parcel collection service.
• TikTok Shop allows buyers from all addresses to use Pick-up return service.
• TikTok Shop integrated Pick-up Logistics service provider: J&T, Flash.
• TikTok Shop supports buyers to return bulky parcels by Pick-up return.
• Buyers have 3 calendar days to choose the pick-up date. They will have three attempts to hand over the parcel to the logistics provider. If all three pick-up attempts fail, the return method will change to drop-off. Customers must drop off the return parcel within 10 calendar days.

Self-arrange Return:

• Buyers should provide a tracking number in the TikTok app within 10 calendar days so that both sellers and buyers can track the package.
• The platform will then determine responsibility based on the reasons for the return and refund request. If the return is a result of a seller's fault, buyers will be automatically compensated with a fixed amount coupon after the returned order has been received by the seller.
• Buyers can use any logistics service provider to do the self-arrange return, but if buyers use self-arrange return, the logistics order will not be platform integrated logistics orders and the platform is not responsible for any logistics issues like lost and damage.

What do sellers need to do?

• Sellers need to review Managing Returns/Refunds for all of the return options selected by customer.
• Follow on the return progress in the tab

• With the Drop-off and Pick-up return service, if sellers fail to accept the returned parcels after the courier has attempted delivery three times, the courier will stop contacting the seller, and the parcel will be disposed of by the logistics service provider 7 Calendar days after the first delivery attempt.

Return shipping fee

• If the return is seller's responsibility, then seller needs to bear the shipping cost.

• The return cost will be billed to the seller associated TikTok Shop account.
• To find out the shipping fees charged to sellers for the platform-integrated logistics method (pickup and dropoff), please refer to the logistics rate card.
• If you have any questions about the cost, you can raise a ticket through the Chat with Us function.

Sellers' acceptance of these new terms

• If sellers do not wish to accept buyer returns via platform integrated logistics on TikTok Shop ("Buyer Returns") and the terms listed above ("Terms"), they are entitled to terminate their contractual relationship with TikTok Shop at any time. The sellers' continued use of TikTok Shop after [May 26, 2024] will constitute sellers' acceptance of Buyer Returns on TikTok Shop and the Terms"

How to Check Refund Amount

You can easily check and monitor your refund amount by following the steps below:

1. Go to Seller Center and navigate to Finance > Settled Records

• For self-arranged return: You can filter fee type 'Deduction Incurred by Seller' to view the orders with deduction for return packages.

📌 Note: If the seller is responsible for the return, a return shipping fee will be charged. This fee will be displayed in the Settlement Breakdown under Finance section in TikTok Shop Seller Center

FAQ

1. What should sellers do if the package or product is damaged or defective?

Sellers should ensure that the product is in good condition when packing it. If sellers believe the damage is not their fault, they can reject the return request.