This comprehensive guide will assist you in setting up automated rules for return/refund requests, saving your valuable time and resources. You can streamline operations by allowing buyers to keep products and receive automatic approval without the need to return them. Follow these step-by-step instructions to effectively set up auto rules for returnless refunds.

Creating New Rules

1. Go to Orders > Fulfiment Settings. Navigate to the Returns and Refunds tab and click 'To Create' under Returnless Refund or Auto-Approve Refunds.

2. You will see either the new Returnless Refund tab or the Auto-Approved Refund tab, depending on the rule you want to set up. Click 'Add New Rule' to access the rule-setting options.

3. On this page, you can set the policy name and select the accepted return reasons, product categories, refund range/refund range for returnless refunds, the effective date, and the maximum limit per customer. Returnless refunds will be processed when the buyer's return reason matches your settings. Please carefully review your selections before clicking 'Confirm' to enable the rule.

❗️Important: Pay close attention to the refund range. To minimise any potential financial loss, we recommend setting the range to not exceed ₫50,000.

4. Once you have set up the refund/returnless refund rule, it will be activated. You can easily toggle these rules on or off by adjusting the toggle switch.

Editing Rules

1. To edit existing rules, navigate to the Fulfiment Settings page. Under the Returns and Refunds tab, click on the edit icon.

2. You will see a list of rules that you created. Click on the three-dot icon (...) next to the rule and select 'Edit.'

3. Make the desired changes to the rule settings. Once you have updated the settings, click 'Confirm' to save your new configuration.

Deleting Rules

1. To delete the existing rules, navigate to the Fulfiment Settings page. Under the Returns and Refunds tab, click on the edit icon.

2. You will see a list of rules that you created. Click on the three-dot icon (...) next to the rule and select 'Delete.'

3. A pop-up window will appear asking for confirmation. Click Delete to confirm and proceed with deleting the rule.

FAQ

1. Can I appeal requests that have been approved under my own rules?

The rules you set will be finalised and cannot be appealed. Please ensure that you select a relevant refund reason and price range, and review your rules before activating them. We recommend starting with 1-2 reasons and setting the refund range for lower-priced items initially.

2. What if the automated rules I set up conflict with TikTok Shop's platform rules?
3. Do I need to personally process refunds for items that are affected by my rule settings?