Tiktok Shop Academy

Refundable Samples Guide for Sellers

04/06/2026

Applies to:Thailand

What Is a Refundable Sample?

Samples are a powerful tool for creators to promote products more effectively. When creators showcase actual samples, their content tends to perform better and can more easily convince potential buyers. While sellers can choose to provide samples for free (read more about free samples here), not all sellers have the budget or confidence to do so upfront.
Refundable Samples provide a flexible alternative. Creators purchase the product, use it to create promotional content, and if they generate sales within 60 days, the sample cost is refunded. If no sales are made, the refund doesn't apply.
This approach helps attract creators to work with you and reduces your upfront risk. At the same time, it motivates creators to drive sales!
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📌 Important: The refund will be automatically processed from your account once the refund criteria are met. The creator will receive the full amount they originally paid, and any platform commission charged on the refundable sample order will also be returned to you. Read the Terms & Conditions here.

How to Set Up a Refundable Sample for Your Product?

Refundable Samples are currently available only for products listed under Open Collaboration. You can enable this feature for existing Open Collaboration products or for new products you plan to add there.
Step 1: In Open Collaboration, edit an existing product or add a new one. This will prompt you to configure the affiliate settings. To enable Refundable Samples, simply toggle the option on.Step 2: Set the sales threshold that creators must meet to qualify for a refund. A refund will only be issued if the required number of sales is achieved. Tips: Creators will see the refund criteria before purchasing the sample. Clear and reasonable requirements can increase their interest in promoting your product.
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With this setup, creators can start purchasing samples. To see how it goes on the creator's side, check out this guide.

Shipping Refundable Samples

Go to Affiliate > Sample Requests > Refundable Sample to view incoming refundable sample requests.You can start the shipping process by clicking "Arrange Shipment" on this page. This will redirect you to Seller Center > Manage Order, where you can arrange the shipment just like you would for any regular product order.
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Alternatively, you can go directly to the Manage Order page and use the filter to find refundable sample requests.
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Tracking Refundable Sample Content & Refunds

Once samples have been shipped, their status will change to “Pending Criteria.” This status includes both:
  • Samples with content that have not yet met the sales threshold
Samples that haven't had any content created yet
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When the sales criteria are met, the status will update to “Refunded” and the product price will be refunded automatically. You’ll be able to view refund details, including the refund date and amount.
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You can also view the associated promotional content created by the creator and track its performance.
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Samples that do not meet the refund criteria within the set timeframe (60 days) will be marked as “Not Refunded.”If the creator cancels the order during the purchase, the sample will appear under the “Cancelled” status.
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FAQ

  1. Can I offer both a free sample and a refundable sample for the same product?
Yes, you can offer both for the same product
  1. Who pays for the shipping fee?
Shipping fees are charged the same way as regular orders. If you join the Shipping Fee Program, the creator pays any amount not covered by the program. This amount will be refunded to them when the refund requirements are met.
  1. Will ongoing discounts on my products apply to refundable sample orders?
Yes, creators can enjoy any discounts or promotions on your products when purchasing them as refundable samples.
  1. What happens to ongoing refundable sample orders if I remove the product from Open Collaboration or my shop?
If the product is:
  • Removed by the seller for any reason (e.g., deleted from Open Collaboration or the shop, out of stock),
  • Removed by the platform due to policy violations, or
  • Unavailable because the seller is inactive
    for more than 10 days, the refund will be automatically initiated and returned to the creator.
    1. How do I disable refundable sample settings for my products?
      • You can disable them by simply toggling off the refundable sample setting for each product individually.
      • To disable the settings in bulk, use the bulk edit feature. Learn more here.
    2. Can creators order the same product multiple times as refundable samples?
      • Yes
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