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Chính sách Đổi Trả và Hoàn Tiền TikTok Shop - Hướng Dẫn Toàn Diện cho Người Bán

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Chính sách Đổi Trả và Hoàn Tiền TikTok Shop - Hướng Dẫn Toàn Diện cho Người Bán

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Published: 2026-05-07 · Source: crawler_authoritative

Tình huống

Người bán trên TikTok Shop cần xử lý các yêu cầu đổi trả và Hoàn tiền từ khách hàng. Chính sách bao gồm nhiều tình huống khác nhau với các quy trình, thời hạn và ngoại lệ cụ thể.

Insight

Công cụ Tự động Phê duyệt (Auto-Approval Tool): TikTok Shop kích hoạt công cụ này khi người bán không xử lý đúng hạn hơn 90% yêu cầu đổi trả/hoàn tiền trong 1 tháng. Chỉ những yêu cầu có tổng giá trị sản phẩm dưới 790.000 VND (có thể điều chỉnh theo biến động tiền tệ) mới được tự động phê duyệt, trừ lý do ‘Nghi ngờ Hàng giả’. Mỗi khách hàng chỉ có thể kích hoạt công cụ tối đa 3 lần/tháng. Công cụ được kích hoạt tối thiểu 15 ngày làm việc và có thể bị vô hiệu hóa sau 15 ngày qua trang Vận chuyển Settings.

Quy trình 4 bước xử lý: (1) Khách hàng gửi yêu cầu đổi trả/hoàn tiền trong thời hạn quy định. (2) Người bán xem xét và phê duyệt/từ chối - nếu không hành động trong thời gian quy định, yêu cầu sẽ được tự động phê duyệt. (3) Sau khi nhận hàng Hoàn trả, người bán kiểm tra tình trạng sản phẩm. (4) Người bán có thể kháng cáo trong các trường hợp: Hoàn tiền nhanh với sản phẩm không đạt yêu cầu hoặc lý do sai, hoàn tiền nhanh không nhận được hàng, yêu cầu hoàn tiền-only được phê duyệt bởi nền tảng.

Thời hạn khách hàng: Mall và Non-Mall: 15 ngày sau khi đơn hàng chuyển trạng thái ‘Đã giao hàng’. Một số danh mục đặc biệt (Baby and Maternity, Food and Beverage, Phones and Electronics, Home Improvement) chỉ còn 6 ngày.

Bằng chứng cần thiết khi kháng cáo: Video đóng gói liên tục, rõ ràng; Video mở hộp thể hiện tình trạng sản phẩm; Ảnh chụp nhãn sản phẩm hoặc tài liệu sản xuất; Giấy chứng nhận chất lượng, an toàn; Bằng chứng xác thực Thương hiệu. Lưu ý: Ảnh chụp hội thoại ngoài nền tảng có thể bị từ chối.

Giải pháp thay thế: Người bán có thể đề xuất giải pháp thay thế cho khách. Nếu khách chấp nhận đề nghị hoàn tiền một phần trước khi leo thang, trường hợp này sẽ không bị tính vào tỷ lệ đổi trả do lỗi người bán (SFRR).

Hành động

Người bán TikTok Shop cần thực hiện các bước sau:

  1. Xử lý yêu cầu đổi trả/hoàn tiền: Phê duyệt hoặc từ chối khi khách hàng gửi yêu cầu, sau đó xem xét tình trạng sản phẩm khi nhận hàng Hoàn trả. Nếu không hành động trong thời gian quy định, yêu cầu sẽ tự động được phê duyệt.

  2. Cung cấp bằng chứng đầy đủ: Khi từ chối hoặc kháng cáo, phải có video đóng gói, video mở hộp, hình ảnh nhãn sản phẩm, giấy chứng nhận chất lượng hoặc bằng chứng xác thực Thương hiệu. Video phải liên tục, rõ ràng, không có dấu hiệu chỉnh sửa.

  3. Theo dõi tỷ lệ SFRR: Chú ý các lý do đổi trả ảnh hưởng đến Seller-Fault Return/Refund Rate (SFRR) và tối ưu hóa quy trình giao hàng để giảm các trường hợp này.

  4. Đề xuất giải pháp thay thế: Trước khi từ chối, có thể đề nghị khách hàng giải pháp Hoàn tiền một phần để tránh bị tính vào SFRR.

  5. Lưu ý thời hạn Vận chuyển của khách: Khách hàng có 10 ngày để gửi hàng hoàn trả sau khi yêu cầu được phê duyệt. Nếu khách không gửi trong thời gian này, yêu cầu sẽ bị đóng và không có hoàn tiền.

  6. Chỉ có một lần kháng cáo: Mỗi yêu cầu chỉ được kháng cáo một lần duy nhất, phải cung cấp đầy đủ bằng chứng ngay từ đầu.

Điều kiện áp dụng

Chính sách áp dụng cho tất cả người bán trên TikTok Shop, cả Mall và Non-Mall. Một số danh mục sản phẩm không thể đổi trả (chỉ Hoàn tiền) và danh sách này có thể được cập nhật. Công cụ Auto-Approval chỉ áp dụng cho yêu cầu dưới 790.000 VND và không áp dụng cho lý do ‘Nghi ngờ Hàng giả’. Khách hàng tối đa 3 lần kích hoạt công cụ/tháng.

Nội dung gốc (Original)

Returns And Refunds05/07/2026Return & Refund PolicyThis article outlines the Returns & Refunds Policy on TikTok Shop. Click on the following links to navigate to the relevant sections:Return/Refund Timelines & ProcessStep 1: Customer Return/Refund ProcessStep 2: Seller Return/Refund ReviewStep 3: Customer Returns Product ReviewStep 4: Seller Appeal ProcessAftersales Evidence Submission GuideNon-Returnable Products (Refund-Only)Frequently Asked Questions (FAQs)Customer Return TimelinesReturn Shipping TimelinesReturn Shipping CostReturn/Refund Timelines & Process Overview In general, you would need to take action twiceWhen the customer makes a request: Approve/Reject the requestWhen you receive the return: Approve/Reject the refundTo learn more about how to manage your requests in the Seller Center, please click here.Notes: If action is required by you, but no action is taken within the required timeframe, the request will be automatically approved.The platform may also automatically approve of some return/refund requests at its discretion. However, you may raise an appeal upon receiving the item or if the customer does not return the item.ExceptionsFor Speedy Refunds, refunds are made as soon as the product is dropped off, or picked up by the courier. You may appeal once you have received the return product.For Self-Arranged returns, you must review the return product within 14 calendar days after the customer has uploaded the return shipment information.Detailed Timeline:Auto-Approval Tool ActivationTo help sellers improve customer experience, we may activate the “Auto-Approval Tool” in certain cases (as below). The tool helps to speed up return/refund request approvals.How will this work?If sellers do not review >90% of received return and refund requests in time for 1 month, the auto-approval tool will be activated.Only requests meeting the following criteria will be auto-approved using the tool:Total value of all products in the request < 790,000VND (Can be adjusted) (The actual amount may differ according to currency fluctuation).Any reason except “Suspected Counterfeit”Customers may only trigger the tool up to 3 times per month.Requests approved by the tool will be labelled as “Auto-approved by seller rules” on the Manage Returns/Refunds page.The tool will be activated for a minimum of 15 calendar days, but can be deactivated after 15 calendar days through the Fulfillment Settings page.For return requests, after the product is received, you may reject the request or submit an appeal if necessary. Click here to learn more.If you disagree with an auto-approved refund-only request, please reach out to the Customer Service team to submit an appeal.Example: How Auto-Approval may applyScenario 1: Single high-value requestA customer submits one return/refund request for 10 units of a product priced at 530,000 VND each.The total request value is 5,300,000 VND, which exceeds the 790,000 VND threshold.ResultThis request will not trigger the tool and hence will not be auto-approved by the tool. The seller may need to review it manually.Scenario 2: Multiple low-value requests from the same customerA customer submits 10 separate return/refund requests, each for a single product priced below 530,000 VNDEach individual request is below 790,000 VND, so they meet the value criteria.However, auto-approval can only be triggered up to 3 times per customer per month.ResultFirst 3 requests → Auto-approved, as they meet the criteria and fall within the monthly limit.Remaining 7 requests → Will not trigger the tool and hence may not be auto-approved. The seller may need to manually review these.Click here to learn more about the Auto-Approval ToolStep 1: Customer Return/Refund Process Customers may request a return/refund within stipulated timelines.If a return is approved, customers must ship the product to the seller within the stipulated timelines.Pay close attention to the return/refund reasons that could impact your Seller-Fault Return/Refund Rate (SFRR). Optimise your fulfilment and order processing to reduce these returns/refunds.If you disagree with these reasons, you may reject the request or submit an appeal only if you have valid evidence. For reasons that do not impact your SFRR, you may only reject the request or submit an appeal if the return condition is unsatisfactory (e.g., the product seal is broken or the product is not in sellable condition)Customer Return/Refund Reasons:*Note: These reasons will only have an impact on SFRR if they are not due to the Logistics Service Provider.Step 2: Seller Return/Refund Review Process If the customer’s request is valid, please approve the request. If you do not take action, the request will be automatically approved after a stipulated timeframe.After carefully reviewing the return/refund request from the customer, please only reject the request if you have a valid reason to do so. If this is contested by the buyer, you will need to provide evidence.Offering Alternate SolutionsIf you do not wish to reject the request, you may reach out to the buyer and negotiate an alternative aftersales solution. If a buyer accepts your partial refund counter-offer before escalation, that case is excluded from your Seller-Fault Return Rate. To learn more, click hereRequest Rejection Reasons & Evidence RequirementsStep 3: Customer Returns Product Review Review the condition of the product thoroughly. If the condition of the product is satisfactory, approve the request. If you do not take action, the request will be automatically approved after a stipulated timeframe.After carefully reviewing the product condition, please only reject the request if you have a valid reason to do so. If this is contested by the buyer, you will need to provide evidence.Request Rejection Reasons & Evidence RequirementsIf you did not receive the product after the return status has been changed to “Delivered” or within 14 days after the buyer uploads the tracking data (for self-arranged returns), you may select the following reasons:Step 4: Seller Appeal ProcessYou may wish to submit an appeal in the following scenarios:Speedy Refunds - you have received the return product and find the return condition unsatisfactory, or disagree with the return reasons/buyer chose the wrong reason.Speedy Refunds - you did not receive the return productRefund-Only Requests that were approved by the platform - you disagree with the platform decision, or believe it should have been a return/refund requestYou wish to appeal against a Customer DisputeNote: Appeal compensation amount is subject to platform judgementPlease ensure that you have valid evidence before submitting an appeal, as a maximum of one appeal may be submitted, and appeals without valid evidence will not be entertained.Providing clear and complete evidence increases your chances of a successful appeal. During the review process, TikTok Shop may request additional information or documentation to clarify your case. To ensure your appeal can be reviewed without delay, please submit the additional information within 24 hours.Appeal Reasons & Evidence RequirementsSpeedy Refunds - After receiving the Return ProductRefund-Only requests that were approved by the platformReturning Products to CustomersIf your appeal is unsuccessful, you may be asked to return the product to your customer. For more details, click here.Aftersales Evidence Submission GuidelinesPlease ensure that you have valid evidence when submitting your appeal or rejecting a request. Here are some examples of good evidence when raising appeals.Click on each of the following for a detailed example/explanation.Packing Video or PicturesProvide a video of the packing process before handing the parcel over to Logistics Provider (LSP).Clearly show the following:Order information (order ID/tracking number/QR code, etc.);Correct product being packed, in full quantity, and in good/intact condition as per the customer’s order.Videos must be continuous, clear, and show no signs of editing.For return/refund reasons related to damage or breakage, packing evidence must show sufficient materials and proper packing methods.Sample video: Sample photo: Unpacking VideoProvide a video of the return package unboxing process clearly showing:Return order information (order number/tracking number/QR code, etc.);Footage of all 6 sides of the package and the unboxing process;Clearly demonstrate or showcase the issue you wish to highlight (e.g., damaged/broken items, wrong/missing items, empty packages, used items, etc.).⚠️ Note:The video must be continuous, clear, and show no signs of editing.If the returned item has functional issues, you must also provide a video demonstrating the product’s operational status.Sample video: Screenshot(s) of Offline AgreementProvide screenshots of any offline agreement you may have with your customer. You must ensure that your screenshots contain:Mentions of the specific orderAgreement of alternative service resolution by SellerPlease note that screenshots of conversations off the platform may be rejected as evidence due to the risk of tampering/editing.Sample: Product Demonstration Video/PicturesProvide a video or pictures demonstrating how the product is used. These videos/pictures should involve a clear demonstration of typical use.Sample video: Sample photo: Quality Certificate or Inspection ReportThis may include:Safety MarksConsumer Safety ReportsCosmetic Safety ReportsProof Of AuthenticityProvide any documentation that supports your claim that the product is authentic. This may include:Proof of Trademark OwnershipProof of PurchaseLetter of Authorisation/Distribution LetterBrand CertificateFor examples, please refer to the Brand Authorisation - Required Documentation article.Any Additional/Relevant EvidenceYou may also provide evidence that could refute your customer’s specific claims where relevant. This includes the following examples:If you are appealing against a customer’s claim that the product material does not match the description, provide images of the product label or production documentation.What Products Cannot be Returned (Refund-Only Products)? Please note that there are certain categories of products whereby customers will be unable to raise a return request. However, these products can still be refunded without returning the product. These categories are in the table below. This table is non-exhaustive and may be updated from time to time.Frequently Asked Questions (FAQs) How much time do my customers have to raise a refund request?After the order’s status is updated to “Delivered”: Mall: 15 daysNon-Mall: 15 days (Categories such as Baby and Maternity, Food and Beverage, Phones and Electronics, Home Improvement remain as 6 days) How long do my customers have to ship out the return product?Customers have 10 calendar days after their return & refund request being approved to ship out the product. If customers fail to ship out after this period, the request will be closed and the refund will not be issued.In what circumstances must I bear my customer’s return shipping cost?If the customer’s reason affects your Seller-Fault Return & Refund Rate, you will have to bear your customer’s shipping cost. Click here to read more.Is the content above helpful?Next “Change of Mind” ReturnsYou may also be interested in”Change of Mind” ReturnsWhat are “Change of Mind” returns? These are returns when a customer selects “No Longer Needed”/“Cha…After-sales Handling Time[NEW] We’re introducing a new metric to help you deliver better after-sales service! From May 2026,…Seller-to-Customer ReturnsSometimes, after a dispute is resolved, you may be asked to send a returned item back to the buyer —…Why can’t I locate the Appeal button on the “Manage Returns/…If you’re unable to find the Appeal button on the “Manage Returns/Refunds” page, it could be due to…When can a buyer raise a return/refund request?Timeframe for return/refund requests: Buyers can submit a return/refund request within fifteen (15)…What if the buyer returns incomplete, used, or incorrect ite…No compensation for incorrect items returned by buyer: Buyers must ensure that they enclose the corr…Table of contentsReturn/Refund Timelines & Process OverviewDetailed Timeline:Auto-Approval Tool ActivationStep 1: Customer Return/Refund ProcessCustomer Return/Refund Reasons:Step 2: Seller Return/Refund Review ProcessOffering Alternate SolutionsRequest Rejection Reasons & Evidence RequirementsStep 3: Customer Returns Product ReviewRequest Rejection Reasons & Evidence RequirementsStep 4: Seller Appeal ProcessAppeal Reasons & Evidence RequirementsSpeedy Refunds - After receiving the Return ProductRefund-Only requests that were approved by the platformReturning Products to CustomersAftersales Evidence Submission GuidelinesWhat Products Cannot be Returned (Refund-Only Products)?Frequently Asked Questions (FAQs)

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