Buyers can raise a Return/Refund request up to 6 days (maximum) from when the order was received. If buyers wish to lodge a complaint after this period, they can communicate directly with the seller, or fill in a request for buyers support via the TikTok app > Orders-Contact TikTok.

Manage your buyers refund/return request in this feature.Can find new requests and track them. Go to Orders - Manage Returns/Refunds

Reasons for order cancellation and how to avoid

Buyers may return a product and request a refund if:

• The product delivered was not in compliance with the contract of sale .
• The wrong product was delivered.
• The product was incomplete or defective.
• The product did not meet the description given at the time of sale.
• The seller did not fulfill their delivery commitments (such as delayed shipping or delivery).

Refunds

Valid returns are buyer's return requests that are supported by evidence and approved by sellers after evaluation. Sellers may check return guidelines and the resolution in Dispute Management Guidelines 

Disputes with customers

TikTok Shop encourage sellers to handle all post-sale issues and communicate with customers in a timely and appropriate manner. TikTok Shop will not actively intervene in any after-sale issue between sellers and buyers. However, we offer a voluntary after-sales dispute handling service only based on the request from the buyers to help to resolve after-sales issues between sellers and customers.If the after-sale request cannot be resolved, TikTok Shop will intervene if the customer submits a dispute request to us via our after-sales dispute handling service.

• Sellers and customers are required to submit all necessary supporting materials for investigation
• TikTok Shop will use all submitted supporting materials as well as relevant data in our system (such as order details) to judge the dispute.
• If customers and the sellers are able to reach a mutual agreement, they can cancel the after-sale dispute request
• Once judgement is made, we will notify the buyers and seller at the same time. They can also check the details either through the Seller Center for sellers or my account for consumers.
• If there is no further disagreement, the individual or the entity who has been determined responsible for the dispute must follow the final judgment and complete any post-dispute actions.