Negotiating with the Buyers

This article will guide you on how to take control of return/refund requests by proactively negotiating with buyers. By offering alternative solutions, such as partial or full refunds, you can reach an agreeable conclusion faster. This ensures a positive experience for the buyer while providing sellers with the benefit of Seller-Fault Return/Refund Rate (SFRR) exemptions.

Benefits of Negotiating

When to Negotiate with Buyers

As a seller, you can negotiate with the buyer upon receiving a return and refund or refund-only request. Below are the details on the timeline for initiating negotiations in each scenario.

Refund-Only Request (Missing Items)

For refund-only requests due to missing items, the seller has 1 calendar day to negotiate with the buyer or accept the request before the platform steps in to mediate. If the buyer accepts your offer, the platform will process the partial refund, and the request will be excluded from the SFRR.

Refund-Only Request (Non-Returnable Category)

When reviewing a refund request for a non-returnable category, sellers have the option to offer a partial refund. If the buyer accepts, the platform will process the refund accordingly, and the request will be excluded from the SFRR.

Return Request (Platform Auto-Approved)

Even if the platform has auto-approved a return request, you can still negotiate and offer a partial or full refund before the item is successfully picked up or dropped off. If the buyer accepts, the platform will process the refund, and the request will be excluded from the SFRR.

Return Request (Seller Review)

For return requests requiring seller review, you will have the option to offer a partial refund during your evaluation. If the buyer accepts, the platform will process the partial refund, and the request will be excluded from the SFRR.

How to Negotiate with Buyers

Follow the steps below to send a negotiation offer. To increase your success rate, we suggest messaging the buyer via the Chat function first to reach a mutual agreement before sending the official offer from the Manage Returns page.

Refund-Only Request

1. On the Manage Returns page, go to 'Awaiting your action' and locate the request.
   
2. Select Partial Refund and enter the amount agreed upon with the buyer. This offer will be sent via Order Summary page in TikTok App for the buyer to review.
   
3. The buyer has 1 calendar day to accept. If they reject or ignore the offer, the platform will decide the resolution (for missing items) or the request will revert to the original process.
   
   Seller's Chat
   
   Buyer's View

Return Request

1. Go to Manage Returns and find the return request. You can negotiate even after platform's auto-approval, before the item is picked-up or dropped-off successfully.
   
2. Select Partial Refund and enter the agreed amount. The offer will be sent via Order Summary page in TikTok App for the buyer to review.
   
3. The buyer has 1 calendar day to accept. If they reject or ignore it, the return request will continue and the buyer can arrange pick-up or drop-off to return the item.
   
   Seller's Chat
   
   Buyer's View

💡 Pro-Tips

• Chat first: Message the buyer via TikTok Shop Chat to agree on an amount before sending the official offer. This makes them much more likely to accept!
• Provide evidence: Upload evidence, such as packing videos or screenshots of your conversation, to increase the success rate.
  

How to Track Buyer Responses

After sending an offer, you can follow up on the buyer's response using the steps below.

1. The easiest way to track ongoing negotiations is to use the 'Negotiation Status' filter and select the specific status you wish to monitor.
   
2. You can view the status of the buyer's response directly on the order card, along with a countdown of the remaining approval time.
   
3. When the buyer accepts, the status will change to 'Partial Refund Complete.' You will also see a tag indicating the order is 'Excluded from seller-fault return and refund rate.'
   

If the buyer rejects the offer, you will see guidance from the platform, and the return or refund process will continue.

FAQ

1. What happens if the buyer rejects my negotiation offer?

• Refund-Only (Missing Items): The platform will step in to mediate and decide the final resolution based on the evidence provided.
• Refund-Only (Non-Returnable Category): The request reverts to the original process, where the seller must manually approve or reject the request.
• Return Request (Platform Auto-Approved): The negotiation closes, and the buyer proceeds with returning the item as originally planned.
• Return Request (Seller Review): The negotiation closes, and the buyer proceeds with the return by arranging a pick-up or drop-off.

2. Can I send a negotiation offer more than once for the same order?

No, you can only send one official negotiation offer per request. If the buyer rejects the offer or the 1-calendar-day window expires, you will lose the option to negotiate for that specific order. We strongly recommend reaching an agreement via Chat before sending the formal offer.

3. Does every Partial Refund automatically exempt me from the SFRR?

The SFRR exemption only applies if the buyer accepts your negotiation offer. If you simply accept a buyer's full refund request without negotiation, or if the platform decide the resolution, the order may still count toward your Seller-Fault Return/Refund Rate depending on the return reason.