EchoTik ｜ How to process Order Cancellation & Refund/Return
Reading this article you will find out the return and refund policies for different scenarios, reverse regulation, and order dispute.
Return and refund policies for different scenarios
Sellers cancel orders
Sellers can cancel orders before RTS (ready to ship)
If cancellation is from the seller side, it may influence the rating of the shop
TikTok Shop Platform cancels orders
In theory, the platform can alter the status of orders under all circumstances
Currently applied to the following scenarios:
- Regular products: the platform will cancel orders if buyers do not finish the payment after 48 hrs
- Subsidized products: the platform will cancel orders if a time limit is set while buyers do not finish the payment within that limitation
Buyers cancel/return/refund
Before payment-cancel orders
- Can cancel directly without the consent of sellers
Before shipping and after payment-cancel orders
- Payment ≤ 1 hr, can cancel orders directly without the consent of sellers
- Payment ＞1 hr, can apply for cancelling but need the consent of sellers
After shipping-request for refund
- Buyers can apply for refunds and sellers need to review the application within 48hrs. Buyers can get refunds when get approved
- The platform will approve the request if sellers do not respond within 48 hrs
Delivered-request for refund
- Buyers have 14 natural days to decide whether to request for refund after the order is delivered
- Sellers need to review the request within 48 hrs. Buyers can get refunds when the request is approved
- The platform will approve the request if sellers do not respond within 48 hrs
- Platform customer service are able to raise refund only option on behalf of buyer (enter arbitration process directly)
- Seller can proactively refund buyer by SKU level, after order is delivered to buyer. Sellers are now able to process refund on “Order management page
- Sellers are required to enter refund amount, refund only reason (syncing with buyer) and fill in Refund note(Optional — not syncing to buyer). And click “Ok” to complete refund only process. Please notice buyers are not required to send items back
Delivered-request for return and refund
- Sellers have 14 natural days to decide whether to apply for return and refund when orders are delivered
- Sellers need to review the request within 48 hrs. Buyers can get refunds when the request is approved
- The platform will approve the request if sellers do not respond within 48 hrs
*Note: Request will be accepted automatically after 48 hrs if seller didn’t respond
Reverse Regulation
- Seller need to respond to the return/refund request within 2 days(48 hrs); otherwise, the platform will approve buyer’s request automatically
- Buyer need to file for arbitration within 2 days(48h) if seller reject the request; otherwise, the request will be closed
- If seller accept the request, buyer need to send back product and enter tracking ID within 5 days; otherwise, the request will be closed
- After the product is sent back, seller need to confirm the delivery within 8 days; otherwise, the platform will confirm the delivery automatically (if seller click “delay to confirm delivery”, then will get an extra 8 days)
- Buyer can get after-sale service for up to 5 times
- Buyers can edit the return/refund request up to 2 times
- In theory, there is no limit for buyer to file for arbitration, however, once the arbitration is over, both buyer and seller can not file for arbitration for the same order any more
About multiple refund request
Buyers can initiate multiple refund requests during warranty period.
- The multiple refund request can be done even though a partial refund of one order is completed. Certain limitations are applied:
a.The refund request per single SKU should be no greater than 5 times.
b.A single order/SKU still has refundable amount remains.
- If a single SKU has multiple return records, seller can check Refund history under Manage Cancellation page.
Order Dispute
- If seller reject buyer’s return/refund request, buyer can submit request again; if buyer and seller can not come to an agreement, buyer can initiate a Dispute Ticket
- Seller will receive relevant email when Dispute Ticket is initiated
- It is strongly recommended that seller should keep all supporting materials and pictures related to the disputed order
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