EchoTik | How to process Order Cancellation & Refund/Return

    ·June 24, 2024
    ·3 min read

    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

    Before payment-cancel orders

    Before shipping and after payment-cancel orders

    After shipping-request for refund

    Delivered-request for refund

    Delivered-request for return and refund

    *Note: Request will be accepted automatically after 48 hrs if seller didn’t respond

    • 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

    Buyers can initiate multiple refund requests during warranty period.

    a.​The refund request per single SKU should be no greater than 5 times.

    • If a single SKU has multiple return records, seller can check Refund history under Manage Cancellation page.

    Order Dispute

    EchoTik, a third-party data analysis platform for short videos and live-streaming e-commerce. EchoTik’s mission is to enable global sellers, creators, MCNs, and brands to master the marketing methods of short videos and live-streaming to sell and promote their products easily. will continue to accompany you to explore the new opportunities of global video and live e-commerce, and provide you with TikTok related information and guidance on product selection and operation. Welcome to follow!


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