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Chính sách hủy đơn hàng TikTok Shop - Hướng dẫn toàn diện cho người bán

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Chính sách hủy đơn hàng TikTok Shop - Hướng dẫn toàn diện cho người bán

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Published: 2026-03-23 · Source: crawler_authoritative

Tình huống

Người bán trên TikTok Shop cần quản lý việc hủy đơn hàng từ khách hàng và từ chính mình, bao gồm đơn hàng Ship-By-TikTok, Ship-By-Seller, và đơn hàng COD (thanh toán khi nhận hàng).

Insight

Khi nào khách hàng có thể hủy đơn: Với đơn Ship-By-TikTok, sau khi hủy sản phẩm, hàng sẽ được LSP trả lại người bán và người bán chịu phí vận chuyển cho đơn giao thất bại. Với đơn Ship-By-Seller sử dụng J&T, khách hàng có thể mở bao bì ngoài kiểm tra sản phẩm trước khi thanh toán, nhưng đơn hàng vượt quá 500.000VND và thực phẩm tươi sống/frozen không được kiểm tra. Quy trình kiểm tra COD: Khách hàng thể hiện mong muốn kiểm tra → courier giải thích và quay video → khách đồng ý bị quay video → mở hộp (courier ghi hình toàn bộ) → khách quyết định nhận hoặc từ chối. Đơn bị từ chối sẽ hiển thị là “Failed Deliveries” trên Seller Center. Unboxing Terms: Khách chỉ được mở bao bì ngoài, không được thử/tes sản phẩm, bao bì gốc phải còn nguyên vẹn. Nếu khách làm hỏng bao bì niêm phong, phải đồng ý nhận hàng nhưng vẫn có thể yêu cầu Hoàn tiền qua nền tảng. Khách không thể chỉ từ chối một phần đơn hàng. Auto-Approval Tool: Công cụ tự động duyệt hoàn tiền kích hoạt khi người bán không xử lý >90% yêu cầu đúng hạn trong 1 tháng. Điều kiện: giá trị <790.000VND, lý do khác “Suspected Hàng giả”, khách chỉ trigger tối đa 3 lần/tháng. Công cụ duy trì tối thiểu 15 ngày và có thể tắt qua Vận chuyển Settings. Khi nào người bán có thể hủy đơn: Chưa ship hoặc chưa cập nhật “Shipped”, không đủ stock hoặc sản phẩm bị hư hỏng bất ngờ. Phải thông báo cho khách qua in-app notification, cung cấp lý do bằng tiếng Anh hoặc ngôn ngữ khách hàng, không yêu cầu khách tự hủy, hoàn tiền đầy đủ. Vi phạm sẽ bị xử lý vi phạm, tái phạm sẽ bị phạt nặng hơn.

Hành động

Xem đơn đã hủy: Seller Center > Manage Orders > Canceled. Theo dõi logistics đơn đã hủy: Seller Center > Manage Orders > Failed Delivery. Khiếu nại đơn hủy bị hỏng/mất: Seller Center > Orders > Manage Orders > Appeal > Chọn “I didn’t receive the return package” hoặc “Product is damaged or used”, đính kèm bằng chứng. Có thể liên hệ LSP hotline hoặc CS team. Best Practices: Loại bỏ đơn đã hủy trước khi LSP pickup, nếu khó khăn phải đảm bảo courier scan tất cả parcels tại chỗ. Khi courier scan, người bán cần đối chiếu số lượng thực tế với số lượng LSP ghi nhận, thu thập bằng chứng bàn giao bao gồm: ảnh scan log từ thiết bị LSP, record chat với LSP xác nhận số lượng, danh sách bàn giao có chữ ký. Handover list cần có: tên shop, số điện thoại kho, ngày bàn giao, địa chỉ, số lượng parcel, danh sách tracking, chữ ký cả hai bên. Nếu không đồng ý với auto-approved request: Liên hệ Customer Service team để appeal.

Điều kiện áp dụng

Chính sách COD inspection chỉ áp dụng cho người bán sử dụng J&T làm đơn vị Vận chuyển. Chính sách kiểm tra COD đang trong giai đoạn thử nghiệm, điều khoản có thể thay đổi. Người bán sẽ được thông báo trước khi có thay đổi. Đơn hàng vượt 500.000VND và thực phẩm tươi sống/frozen không được khách mở kiểm tra trước thanh toán.

Nội dung gốc (Original)

Order Cancellation03/23/2026Manage CancellationsCancellation PolicyWhen can my customer cancel an order?Ship-By-TikTok OrdersFor products cancelled after pick-up, the products will be returned to sellers by the LSP. Sellers will bear the shipping cost for failed deliveries. For more information, please click hereIf your order was mistakenly picked up by the Logistics Service Provider after order cancellation, please raise an appeal through the Seller Center.Ship-By-Seller OrdersCash-on-Delivery: Customer Inspection & Rejections Important notes:This policy only applies to Sellers using J&T as their shipping service.This policy is in the testing phase. The terms of the policy may change. Sellers will be given notice before any changes take effect.For COD orders, customers may open the outer packaging of the delivery and inspect their parcels before making payment. Customers may reject the parcel without making payment. Orders exceeding 500000VND and Fresh & Frozen Food may not be opened/inspected.Customer Inspection & Rejection ProcessUpon delivery, the customer may express interest in inspecting the productThe courier will explain that a video must be taken. Customers must consent to being videoed before proceeding.Following this, the customer may unbox the package. The courier must record the entire unboxing process.Customers may then decide if they wish to accept or reject the delivery.If they wish to reject the delivery, couriers will retain the parcel, and will not take payment.If they wish to accept the delivery, they may make payment and keep the parcel.Note: Rejected orders will appear as “Failed Deliveries” on the Seller Center. Please expect these orders to be returned unboxed.❗If you find any issues with these returns (such as product damage or missing products), you may raise an appeal.Unboxing Terms and ConditionsCustomers may only unbox the outer packaging to inspect the productCustomers may not try or test the productsOriginal product packaging (including manufacturer’s seals) must remain intactCustomers must agree to accept the package if they have damaged or broken the original packaging or seals. Customers may still raise return/refund requests via the platform if necessary.If customers have multiple products in the same delivery, they must either accept or reject the entire delivery. They may not reject a portion of the delivery (e.g., 1 or 2 products).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)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 106,000,000 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 ToolWhen will the platform cancel orders?For information on when we may cancel orders, please read our Order Fullfillment Timelines article.When can I cancel orders? If you have not shipped the order or updated the order status to “Shipped” yetIf you are unable to fulfill the order because you have insufficient stock or the relevant product suffered unforeseen damage However, you must do the following if you decide to cancel an order:Promptly inform your customer of the cancellation via an in-app notificationProvide the reason(s) for the cancellation in English or your customer’s language, whichever is applicableNot ask your customer to cancel the order instead Issue your customer a full refund for the orderIf you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.Where can I view my Order Cancellations? You may view your cancelled orders by navigating to Seller Center > Manage Orders > CanceledHow can I track logistics status of cancelled orders after the orders are in-transit? You may track the logistics status of your cancelled orders by navigating to Seller Center > Manage Orders > Failed DeliveryWhat can I do if my returned cancellation is damaged or missing? You may file an appeal via Seller Center > Orders > Manage Orders. Click “Appeal”Select “I didn’t receive the return package” if your order was not returnedAttach proof that you had handed over your package to the LSP.Select “Product is damaged or used” if the product is damaged.Attach relevant evidence. Learn more here. You may track the status of your appeal on the same page.You may contact the LSP via the LSP hotline, or directly in the Seller Center if this option is available to you.You may reach out to the Customer Service team.Best Practices for Preventing Order Cancellation-related Issues Remove the cancelled orders before LSP pick up or dropoff. Do not hand over the cancelled orders to LSP to avoid any potential loss as the cancelled parcels will be untrackable.If there is operational difficulty taking out the cancelled orders, please make sure that the courier scans all parcels on-site. The courier will be able to identify the cancelled parcels and remove them before LSP pick-up.When the courier scans parcels for pick-up, sellers need to cross check the actual handover quantity by sellers with the quantity recorded by LSP courier. Collect the proof of parcel handover in your daily operations. This includes: Taking a photo of the LSP scan log (this refers to the log reflected on the LSP’s device) displaying the quantity of parcels scanned. Records of chats with LSP stating clear quantity of parcels scannedPrinted handover list with parcel quantity, tracking number and signature of both seller and LSP courierThe following details in your handover list will aid in the process of potential escalations:Shop nameShop warehouse telephone numberHandover dateHandover addressHandover parcel quantityParcel tracking number listSignature of both seller and LSPPlease read our TikTok Shop Customer Order Cancellation, Return and Refund Guidelines for Sellers for more information.Is the content above helpful? PreviousShip by SellerNext Auto-cancellationYou may also be interested in1 lessonSeller-Fault Cancellation Rate (SFCR)Learn more about Seller-Fault Cancellation Rate, how to calculate it & how to maintain a low SFCRWhat should I do if I wish to initiate an order cancellation…Below are important guidelines for seller-initiated cancellations: Sellers must provide prompt notic…Managing CancellationsThis article offers a quick and easy guide to effective cancellation request management.

How to Vi…Table of contentsWhen can my customer cancel an order?Ship-By-TikTok OrdersShip-By-Seller OrdersCash-on-Delivery: Customer Inspection & RejectionsAuto-Approval Tool ActivationWhen will the platform cancel orders?When can I cancel orders?Where can I view my Order Cancellations?How can I track logistics status of cancelled orders after the orders are in-transit?What can I do if my returned cancellation is damaged or missing?Best Practices for Preventing Order Cancellation-related Issues

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