This article provides a clear overview of the refund-only process, giving you the tools to respond effectively and maintain a positive customer experience.

What is a Refund-Only Request

After purchasing, buyers may request a refund without returning the item if they are dissatisfied with the product, did not receive it, or if the item is non-returnable. Sellers should review the refund reason and respond promptly to avoid platform auto-approval.

How to Manage Refund-Only Requests

1. Navigate to Seller Center and select Orders > Manage Returns. Go to the 'Awaiting Action' tab to view the refund requests that need your attention. Look for requests tagged as 'Refund-Only.'

2. Review the refund request and reason, and respond within 1 working day. If you miss this timeframe, the platform will automatically approve these requests.

Here are the actions that you can take:

• Issue Refund: If the refund reason is valid, you can approve the request. The platform will issue the refund to the buyer.
• Reject: If a request doesn't meet your criteria, you can reject it and provide a clear reason for transparency.

In some cases, the platform may approve a refund on your behalf. If you disagree with the platform's decision, you can raise an appeal within 15 calendar days from the time the refund is processed to the buyer. To learn more about the appeal process, please refer to this article.

3. Monitor requests that have resulted in disputes or those that have been successfully refunded under the Appealed/Disputed or the Resolved tabs, respectively. For successful refunds, the platform will issue the refund to the buyer automatically.

FAQ

1. Are there any circumstances under which I can extend the 1-working day response time for 'Awaiting Action' requests?

No, the TikTok Shop will auto-approve buyers' requests in 1 working day if sellers do not respond.