When can TikTok sellers file an appeal for not receiving returned goods?
Jayson 28 Nov 2025 08:38ENCopy link & title
To increase the efficiency of the aftersales process, TikTok Shop evaluated and optimized the Seller Appeal SLA (Service Level Agreement) for circumstances where the platform provided a refund to the customer but the seller had not yet received the returned item.
A service level agreement (SLA) is a contract between a service provider and a customer that specifies the type of service to be delivered as well as the expected degree of performance. An SLA also explains how performance will be monitored and authorized, as well as what occurs if performance targets are not met.
Against this backdrop, the two parties involved in the TikTok Shop Seller Appeal SLA are the platform and the seller. If sellers disagree with TikTok Shop's decision to refund buyers, they can submit an appeal through Seller Center or the TikTok App within a specified timeframe.
Scenario 1: Buyer has returned the item, but seller has not yet received it (e.g., delay, lost in transit)
Scenario 2: Seller has received the returned item
⚠️Notes:
Effective appeals can help TikTok Shop sellers reduce profit loss due to returns. Furthermore, multi-store sellers can also leverage ERP tools like BigSeller to manage after-sales orders and track the real-time status of return packages.
Data and information of this article sourced from "TikTok Shop Academy"
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What is TikTok Shop Seller Appeal SLA?
A service level agreement (SLA) is a contract between a service provider and a customer that specifies the type of service to be delivered as well as the expected degree of performance. An SLA also explains how performance will be monitored and authorized, as well as what occurs if performance targets are not met.
Against this backdrop, the two parties involved in the TikTok Shop Seller Appeal SLA are the platform and the seller. If sellers disagree with TikTok Shop's decision to refund buyers, they can submit an appeal through Seller Center or the TikTok App within a specified timeframe.
When can TikTok Shop Seller File the Appeal?
Scenario 1: Buyer has returned the item, but seller has not yet received it (e.g., delay, lost in transit)
- (1) If the return method is platform return (self-delivery/door-to-door pickup): A complaint for "returned but not received" can be submitted starting from the 5th calendar day after the buyer sends the item.
- (2) If the buyer returns the item themselves: A complaint can be filed within 15 calendar days from the date the buyer sends the item.
Scenario 2: Seller has received the returned item
- (1) If the return method is platform return (self-delivery/door-to-door pickup): A complaint can be filed within 7 calendar days after the item is marked as "delivered".
- (2) If the buyer returns the item themselves: A complaint can be filed within 15 calendar days from the date the buyer sends the item.
⚠️Notes:
- (1) The appeal button will only appear after the appeal window opens.
- (2) If the button does not appear, it means that the appeal window has not yet opened, or the appeal period has expired (e.g., more than 7 days after delivery, depending on the situation).
- (3) You can view the remaining appeal time in the Seller Center.
Conclusion:
Effective appeals can help TikTok Shop sellers reduce profit loss due to returns. Furthermore, multi-store sellers can also leverage ERP tools like BigSeller to manage after-sales orders and track the real-time status of return packages.
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Data and information of this article sourced from "TikTok Shop Academy"
BigSeller-Blog Senior Writer: Jayson
Sir Jayson has worked in well-known e-commerce companies such as Shopee and TikTok Shop, helping hundreds of sellers to deepen their e-commerce industry, expand their business, and eventually become high-quality sellers.
