Buyer returns by platform integrated logistics (drop off)
05/18/2023
From March 6, 2023, TikTok Shop will support buyer returns by platform integrated logistics in Vietnam.
- Introducing buyer returns via platform integrated logistics:
- Buyers will be able to return parcels to sellers by selecting the drop-off option on TikTok Shop. TikTok Shop currently works with J&T for all buyer returns via platform integrated logistics in Vietnam.
- Buyers can still choose to return their parcels to sellers using other Logistics Service Providers (LSP) rather than this new platform buyer return feature by selecting the self-arrange option.
- What do sellers need to do?
- Sellers need to review and approve return and refund requests from buyers just as they do with the self-arrange return review process.
- When buyers use the platform return logistics service, the system will automatically generate a return code for the drop-off parcel, so there's no need to manually upload a return tracking number.
- With the new buyer return service, if sellers fail to accept the returned parcels after the courier has attempted delivery three times, the courier will stop contacting the seller, and the parcel will be disposed of by the LSP 15 days after the first delivery attempt.
- Who will be responsible for the return shipping fee?
- When the reason is Missed Estimated Delivery Date, the seller covers the cost if the parcel wasn't shipped on time. If the delivery date was missed for any other reason, you can raise a ticket in Help Center to request compensation. For other reasons, the seller should cover the return shipping cost.
- If the seller is responsible for covering the fee, the return cost will be billed to the associated TikTok Shop account.
- Sellers' acceptance of these new terms