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Chính sách hủy đơn hàng TikTok Shop - Quy định toàn diện cho người bán

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Chính sách hủy đơn hàng TikTok Shop - Quy định toàn diện cho người bán

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Published: 2026-03-23 · Source: crawler_authoritative

Tình huống

Người bán trên TikTok Shop cần nắm rõ quy định về hủy đơn hàng từ phía khách hàng và người bán, chính sách kiểm tra hàng COD, công cụ tự động phê duyệt Hoàn trả.

Insight

TikTok Shop quy định chi tiết về hủy đơn hàng theo hai hình thức: Ship-By-TikTok và Ship-By-Seller. Với Ship-By-TikTok, nếu sản phẩm bị hủy sau khi lấy hàng, sản phẩm sẽ được trả lại người bán qua LSP và người bán chịu chi phí vận chuyển cho các đơn giao thất bại. Với Ship-By-Seller sử dụng J&T, khách hàng COD được mở vỏ hộp bên ngoài để kiểm tra trước khi thanh toán và có quyền từ chối nhận hàng. Tuy nhiên, đơn hàng có giá trị trên 500.000VND và thực phẩm tươi sống/đông lạnh không được kiểm tra. Quy trình yêu cầu courier quay video toàn bộ quá trình unboxing. Khách hàng chỉ được unbox lớp vỏ ngoài, không được thử nghiệm sản phẩm, và phải giữ nguyên seal nhà sản xuất. Nếu khách làm hỏng seal, họ phải chấp nhận nhận hàng. Khách hàng không thể từ chối một phần đơn hàng nếu có nhiều sản phẩm trong cùng kiện hàng. Đơn hàng bị từ chối sẽ hiển thị là ‘Failed Deliveries’ trên Seller Center và được trả về dưới dạng đã mở hộp. Công cụ Auto-Approval Tool sẽ tự động kích hoạt nếu người bán không xử lý trên 90% yêu cầu Hoàn trả trong vòng 1 tháng. Chỉ các yêu cầu có giá trị dưới 790.000VND (có thể điều chỉnh), không phải lý do ‘Suspected Hàng giả’, và khách hàng触发 không quá 3 lần/tháng mới được tự động phê duyệt. Công cụ sẽ hoạt động tối thiểu 15 ngày và có thể bị vô hiệu hóa qua Vận chuyển Settings. Người bán có quyền khiếu nại các đơn tự động phê duyệt bằng cách liên hệ Customer Service team.

Hành động

Người bán hủy đơn: phải thông báo nhanh chóng qua in-app notification, cung cấp lý do bằng tiếng Anh hoặc ngôn ngữ khách hàng, không yêu cầu khách hủy thay, và Hoàn tiền đầy đủ. Theo dõi đơn hủy: Seller Center > Manage Orders > Canceled. Theo dõi Vận chuyển 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. Liên hệ LSP qua hotline hoặc trực tiếp trên Seller Center. Phòng tránh vấn đề hủy đơn: gỡ đơn đã hủy trước khi LSP lấy hàng, nếu khó khản hãy đảm bảo courier scan tất cả parcels tại chỗ. Khi handover, chụp ảnh log scan của LSP, lưu chat record xác nhận số lượng, in danh sách handover có chữ ký seller và courier. Danh sách cần ghi rõ: tên shop, số điện thoại kho, ngày handover, địa chỉ handover, số lượng parcel, danh sách tracking number, chữ ký cả hai bên.

Điều kiện áp dụng

Chính sách COD inspection chỉ áp dụng cho người bán sử dụng J&T làm đơn vị Vận chuyển và đang trong giai đoạn thử nghiệm. Auto-Approval Tool có thể thay đổi điều kiện và đang trong giai đoạn thử nghiệm.

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 SFCRManaging CancellationsThis article offers a quick and easy guide to effective cancellation request management.

How to Vi…What should I do if I wish to initiate an order cancellation…Below are important guidelines for seller-initiated cancellations: Sellers must provide prompt notic…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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