In this article, we'll introduce a new method for buyers to return packages. TikTok Shop will launch a platform integrated logistics service--pick-up return in Thailand from May 29, 2024 to give buyers a better return experience.

Return methods

There are 3 methods for customers 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.

Introducing pick-up return:

• TikTok Shop will launch a platform pick-up return service for buyer returns in Thailand from May 29, 2024.

What do sellers need to do?

• The approval process doesn't change. Sellers need to review and Managing Returns/Refunds just as they used to do.
• With the 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 LSP 30 days after the first delivery attempt.

Who will be responsible for the return shipping fee?

• If the return is seller's responsibility, then seller needs to bear the shipping cost.
  • Example of seller's fault reason: Product doesn't match description, Wrong product was sent, Product is defective or doesn't work...
• The return cost will be billed to the 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 in the Help Center.

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"