Summary
Updated review timeframes for sellers to respond to return and refund requests, extending review periods to 4 business days for all return requests and clarifying seller responsibilities for refunds and returns, including auto-approval timelines and handling of advanced refunds.
Why it matters
Sellers must adjust their operational processes to comply with updated review deadlines and refund handling procedures to avoid automatic approvals and potential negative impacts on seller metrics and customer satisfaction.
Recommended action
Review and update internal order management and customer service workflows to ensure timely responses within the new 4-business-day review period and familiarize with updated refund and return handling policies to maintain compliance and minimize disputes.
Customer Order Cancellation, Return, and Refund Policy 05/13/2026 Summary What are the key shipping options available for sellers on Tik Tok Shop, and what responsibilities do they entail?
Sellers have 4 business days to review return and refund requests.
Sellers will be notified of approved refund requests via Seller Center inbox and email.
If you reject the refund, Tik Tok Shop will automatically create a ticket for Customer Service to review.
Customer Service will determine compensation based on the evidence images, videos, or comments the
Affects: Seller
If you do not receive a returned item after an advanced refund has been issued, you may review the refund request starting from 10 days after customer drop-off.
If you reject the refund request during your review period, Tik Tok Shop will automatically raise a ticket to Customer Service for review.
For sellers: Sellers are responsible for the full returnless refund amount for non-seller fault return reasons (no longer needed or item does not fit)The table below details the scenarios where sellers are subsidized by Tik Tok Shop based on the cost of the product being returned and the type of return reason.
Final Sale items are considered non-returnable for reasons listed under "Change of Mind." However, customers may still receive support under specific circumstances, including: Package not received Damaged item or packaging (evidence required) Defective item (evidence required) Missing item from the package Wrong item sent (evidence required) Customers have 30 calendar days within return window after the package status is updated to "Delivered" to raise a refund request through Customer Support.
If no action is taken within this timeframe, Tik Tok Shop will automatically approve the request.
You can review the returned item through the standard 2nd Review process in Seller Center under Orders > Manage Returns.
If you are not satisfied with the condition of the returned item, you may reject the refund during this 2nd Review.
During this review period, you may approve or reject the refund.
If no action is taken within 30 days after an advanced refund is issued, the refund will be automatically approved.
Customer Order Cancellation, Return, and Refund Policy 05/13/2026 Summary What are the key shipping options available for sellers on Tik Tok Shop, and what responsibilities do they entail?
Sellers have 4 business days to review return and refund requests.
Sellers will be notified of approved refund requests via Seller Center inbox and email.
Customer Service will determine whether compensation is warranted based on the evidence submitted, such as images, videos, or comments about the item’s condition.
If you do not receive a returned item after an advanced refund has been issued, you may review the refund request starting from 10 days after customer drop-off.
If you reject the refund, Tik Tok Shop will automatically create a ticket for Customer Service to review.
For sellers: Sellers are responsible for the full returnless refund amount for non-seller fault return reasons (no longer needed or item does not fit)The table below details the scenarios where sellers are subsidized by Tik Tok Shop based on the cost of the product being returned and the type of return reason.
For sellers: Sellers are responsible for the full returnless refund amount for non-seller fault return reasons (no longer needed or item does not fit)The table below details the scenarios where sellers are subsidized by Tik Tok Shop based on the cost of the product being returned and the type of return reason.
Final Sale items are considered non-returnable for reasons listed under "Change of Mind." However, customers may still receive support under specific circumstances, including: Package not received Damaged item or packaging (evidence required) Defective item (evidence required) Missing item from the package Wrong item sent (evidence required) Customers have 30 calendar days within return window after the package status is updated to "Delivered" to raise a refund request through Customer Support.
Sellers are allowed to raise an appeal in Seller Center using Orders - Manage Returns if they are unsatisfied with the returned product's condition.
Depending on return rate and Shop Performance Score (SPS), sellers may be eligible for higher subsidies that reduce their share of the total cost.