Steps to Process TikTok After Sales Orders
Part I: Process After Sales Orders
Go to After Sales Orders Processing Page > Select TikTok
1. Types of After Sales
There are 4 after sales types: Return & Refund, Refund-Only, Exchange (currently only supported by Indonesia site), and Abnormal Return
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Return & Refund: The buyer requests to return the product and get a refund.
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Refund Only: The buyer applies for a refund without returning the product.
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Exchange (For ID site only): Buyer requests a new item to replace the old one.
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Abnormal Return: This happens when the buyer hasn't requested a return or refund, but the order is detected as returning to the seller’s warehouse due to refusal to sign, platform recall, unreachable buyer, or logistics issues.
2. After Sales Order Status
After selecting the after-sales type, you will see 8 after-sales order statuses:
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Pending Request
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Awaiting Buyer's Response
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Rejected
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Awaiting Buyer's Shipment
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Shipped by Buyer
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Receipt Rejected
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Refunded
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Request Closed
The following section explains when refund-only and return & refund orders will enter each of these statuses.
3. Processing Requests
3.1 Return & Refund
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In this stage, if the you receive the return and verifies it, you can click Confirm Receiving.→ Once the platform successfully processes the refund after you confirm receiving the parcel, the order will move to [Refunded].
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If there are issues with the return, you can click Reject Receiving. → The order will move to [Receipt Rejected]. If the buyer does not initiate a dispute within the specified time, the order will go to [Request Closed].
2) If you click Reject Return → The order moves to [Rejected]. If the seller rejects the request and the buyer does not initiate a dispute within the specified time, the platform will close the request and the order will move to [Request Closed].
3) If you click Partial Refund → You can choose to refund either a partial or full amount without requiring a return. The order will move to Awaiting Buyer's Response. Once the buyer agrees, the order moves to [Refunded].
3.2 Refund Only
1) If you click Accept Refund → The refund is processed directly without requiring a return, and the order moves to [Refunded].
2) If you click Reject Refund → The order moves to [Rejected]. If the buyer disagrees, they can initiate a dispute, which must be handled in the Seller Center. If the buyer does not initiate a dispute within the specified time, the order will go to [Request Closed].
1) If you click Accept Exchange → The order will move to the [Exchange Accepted], and the platform will generate a new order for fulfillment.
2) If you click Refuse Exchange → The order will move to the [Rejected]. The buyer can then initiate a dispute, which must be handled in the Seller Center. If the buyer does not initiate a dispute within the specified time, the order will go to [Request Closed].
3) If you click Partial Refund →The buyer does not need to return the package. After the refund amount is negotiated and confirmed with the buyer, it will move to [Refunded].
4) If you click Full Refund →The order will move to the [Refunded]. The refund is processed, and the buyer does not need to return the package.
3.4 Abnormal Return
1) For Abnormal Return orders, The after-sales status of the order will not be displayed.
4. Return Status
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To Return: For return & refund orders where the seller and buyer have agreed to return/refund, and the package is to be returned by the buyer.
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Returning: The package is being returned to the seller's warehouse.
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Returned: The package has been returned to the seller's warehouse.
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Other: Refund-only orders, return/refund orders still under negotiation, or other special circumstances.
Part II: Stock-In Returned Items
Please refer to this article for the steps to stock in returned items.
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