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Returns And Refunds

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Returns And Refunds

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Published: 2026-05-07 · Source: crawler_authoritative

Tình huống

Nhà bán hàng trên nền tảng TikTok Shop cần hiểu quy trình và chính sách xử lý yêu cầu Hoàn trả/hoàn tiền của khách hàng, bao gồm các quy định về thời hạn, công cụ tự động phê duyệt, quy trình khiếu nại và các loại bằng chứng cần thiết.

Insight

Chính sách Returns & Refunds của TikTok Shop quy định chi tiết quy trình 4 bước: (1) Khách hàng gửi yêu cầu trả/hoàn tiền - có thể yêu cầu trong 15 ngày sau khi đơn hàng cập nhật trạng thái “Delivered” đối với cả Mall và Non-Mall (trừ các danh mục Baby and Maternity, Food and Beverage, Phones and Electronics, Home Improvement chỉ có 6 ngày); (2) Người bán xem xét yêu cầu - nếu không phản hồi trong thời hạn quy định, yêu cầu sẽ tự động được phê duyệt; (3) Người bán kiểm tra sản phẩm trả lại - khách hàng có 10 ngày lịch để gửi trả sản phẩm sau khi yêu cầu được chấp thuận, nếu không gửi thì yêu cầu sẽ đóng và không Hoàn tiền; (4) Quy trình khiếu nại của người bán. Công cụ “Auto-Approval Tool” sẽ tự động kích hoạt nếu người bán không xem xét >90% yêu cầu trả/hoàn tiền đúng hạn trong 1 tháng, với điều kiện: tổng giá trị sản phẩm < 790.000 VND (có thể điều chỉnh theo biến động tỷ giá), lý do không phải “Suspected Hàng giả”, mỗi khách hàng chỉ kích hoạt tối đa 3 lần/tháng. Công cụ hoạt động tối thiểu 15 ngày và có thể tắt trong trang Vận chuyển Settings sau 15 ngày. Có hai ngoại lệ quan trọng: Speedy Refunds (hoàn tiền ngay khi sản phẩm được giao cho chuyển phát), và Self-Arranged returns (người bán phải xem xét trong 14 ngày sau khi khách upload thông tin vận chuyển trả). Các lý do Hoàn trả ảnh hưởng đến chỉ số Seller-Fault Return/Refund Rate (SFRR) nếu không do Logistics Service Provider; người bán phải chịu phí vận chuyển trả hàng nếu lý do ảnh hưởng SFRR. Các danh mục sản phẩm không thể trả lại (chỉ hoàn tiền) được liệt kê trong bảng riêng và có thể cập nhật. Người bán có thể đề xuất giải pháp thay thế (partial refund counter-offer) và nếu khách đồng ý trước khi khiếu nại, trường hợp sẽ không tính vào Seller-Fault Return Rate.

Hành động

Người bán cần: (1) Xem xét và phê duyệt/từ chối yêu cầu trả/hoàn tiền trong thời hạn quy định để tránh tự động phê duyệt; (2) Tối ưu hóa quy trình Vận chuyển và xử lý đơn hàng để giảm các yêu cầu trả/hoàn tiền do lỗi người bán; (3) Thu thập và lưu trữ bằng chứng đầy đủ: video đóng gói (packing video) liên tục, rõ ràng, không chỉnh sửa, hiển thị order ID, sản phẩm đúng, đủ số lượng, nguyên vẹn; video mở hàng trả lại (unpacking video) quay 6 mặt kiện hàng và quá trình mở; ảnh chụp thỏa thuận ngoài nền tảng (có rủi ro bị từ chối); video hướng dẫn sử dụng sản phẩm; chứng nhận chất lượng, báo cáo kiểm định; giấy tờ chứng minh hàng chính hãng (trademark ownership, proof of purchase, letter of authorisation, Thương hiệu certificate); (4) Khi khiếu nại, cung cấp thông tin bổ sung trong vòng 24 giờ nếu TikTok Shop yêu cầu; (5) Kiểm tra điều kiện Hoàn trả kỹ lưỡng khi nhận được sản phẩm; (6) Đối với Self-Arranged returns, xem xét trong vòng 14 ngày sau khi khách upload tracking; (7) Nếu không đồng ý với quyết định tự động phê duyệt của nền tảng, liên hệ Customer Service team để khiếu nại; (8) Nếu khiếu nại thất bại, có thể phải gửi sản phẩm trả lại cho khách hàng.

Điều kiện áp dụng

Áp dụng cho tất cả người bán trên TikTok Shop. Công cụ Auto-Approval Tool kích hoạt tự động khi điều kiện không xem xét >90% yêu cầu trong 1 tháng được đáp ứng. Ngưỡng giá trị 790.000 VND có thể điều chỉnh theo tỷ giá. Các danh mục Baby and Maternity, Food and Beverage, Phones and Electronics, Home Improvement chỉ có 6 ngày để yêu cầu trả/hoàn tiền thay vì 15 ngày.

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 inAfter-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)

Images in this article:

  • [Hình 1] Đây là hình ảnh bìa hướng dẫn chính sách TikTok Shop với tiêu đề “After-sales Handling Time” (Thời gian xử lý hậu mãi), có nhãn “Policy Guide” ở góc trên bên phải và logo TikTok Shop ở góc trên bên trái. không có thông tin (các biểu tượng cửa hàng, sao, túi mua sắm và dấu tích là icon trang trí).
  • [Hình 2] Hình ảnh có nền màu đen với các hình tròn và đường chéo màu xanh ngọc và đỏ hồng. Bên trái có chữ “FAQ” màu trắng, bên phải có biểu tượng hình tròn đồng tâm màu trắng, đen, xanh ngọc và đỏ hồng.
  • [Hình 3] Hình ảnh hiển thị chữ “FAQ” màu trắng trên nền đen, bên cạnh là biểu tượng hình tròn với các màu đỏ, xanh cyan và đen. Không có thông tin chi tiết khác về UI labels, số liệu hay tên sản phẩm.

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