Since these reasons are being progressively rolled out, it’s important for sellers to familiarise themselves with the new framework and understand how each reason could affect their Seller-Fault Return/Refund Rate (SFRR).
 

Breakdown of TikTok Shop Return/Refund Reasons

The updated list organises buyer return and refund requests into main reasons with specific sub-reasons. For sellers, the key is knowing which reasons will count towards your Seller-Fault Return/Refund Rate (SFRR) and which won’t.

Reasons That Do Not Impact SFRR

These are situations where the buyer changes their mind or the product doesn’t suit their preference.

• No longer needed – for example, the buyer decides they don’t want the item anymore.

• Items too big or too small – apply mainly to fashion items.

In these cases, you may reject or appeal the return only if the item is not in sellable condition (e.g., broken seal, used, or damaged after delivery).
 

Reasons That Impact SFRR

These are considered seller responsibility if valid, and will affect your SFRR:

• Product doesn’t match description – wrong size, color, material, or variant sent.

• Poor quality – product arrives torn, stained, defective, expired, moldy, or causes issues such as unpleasant taste/smell or allergic reactions.

• Received parcel but items missing – applies to both main items and free gifts/accessories.

• Product defective or doesn’t work – item fails to function as described.

• Wrong product sent – buyer receives the wrong item entirely.

• Suspected counterfeit – if the buyer claims the product is not authentic.

These reasons highlight the importance of accurate listings, strict quality control, and careful packing.
 

Reasons That May Impact SFRR

For these cases, TikTok will determine whether the issue was caused by the Logistics Service Provider (LSP) or the seller:

• Package or product damaged – outer packaging crushed, or item leaked, scratched, or broken.

• Did not receive a parcel – when the order never arrives.

If the problem is traced back to the LSP, your SFRR will not be affected.

What TikTok Shop Sellers Need to Do

With the updated return/refund reasons, sellers need to be more proactive in managing orders, quality, and customer claims. Here’s what you should focus on:

Monitor SFRR-Impacting Reasons Closely

Your Seller-Fault Return/Refund Rate (SFRR) directly affects your shop’s performance and eligibility for campaigns or incentives. This means you need to keep a close eye on disputes involving:

• Product mismatches (wrong size, color, variant, or material).

• Quality issues (defects, stains, expired or broken items).

• Defective or non-working products.

• Wrong or counterfeit items.

Regularly review return/refund requests to spot recurring issues and fix them quickly before they damage your seller metrics.
 

Strengthen Fulfilment & Quality Control (QC)

Many SFRR-impacting cases can be prevented with tighter operational processes:

• Double-check product details before listing – Ensure product descriptions, sizes, and images are accurate to avoid mismatches.

• Use secure, protective packaging – Protect fragile or spillable items to reduce damage during transit.

• Run spot checks – Inspect batches for expiry dates, defects, or missing parts before shipping.

Investing in stronger QC reduces costly returns and keeps your SFRR healthy.

Respond Appropriately

How you handle return/refund requests matters:

• If you disagree with the claim, you may reject or appeal the request, but only if you can provide valid evidence such as photos, videos, or courier tracking records.

• For non-SFRR impacting reasons (like “No Longer Needed” or “Too Big/Too Small”), you can only reject or appeal if the returned product is not in acceptable condition (e.g., seal broken, product used, missing parts).

Always keep evidence of your fulfilment process, clear product photos, unboxing videos, or packaging proofs to strengthen your appeals.
 

Managing TikTok Shop Return & Refund  More Efficiently

With TikTok Shop’s updated return and refund reasons, sellers will need to pay closer attention to after-sales operations. BigSeller supports this process with its after-sales order mark feature, which helps sellers:

• Separate after-sales cases from normal shipments.

• Filter and manage refund/return orders more effectively.

• Improve workflow clarity when dealing with customer disputes.

By applying after-sales marks, you can immediately see which orders require attention, making it easier to prioritise and resolve cases quickly. Sellers can create up to 100 custom marks, apply them across multiple order pages, and remove or adjust them as needed, all within a few clicks.

Try BigSeller for free today to streamline your return and refund workflow.

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