Managing Refund-Only Request

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 calendar 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 cases where the buyer requests a refund because they did not receive the package or some items were missing, the platform may step in to investigate and make a decision based on the evidence. During this process, you cannot reject the request while the investigation is ongoing.
However, you may offer a partial or full refund if the request is valid, or wait for the platform's decision. If you disagree with the platform's decision, you may file an appeal within 15 calendar days from the date the refund is issued to the buyer. For more information 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-calendar day response time for 'Awaiting Action' requests?

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