From 15 January 2026, TikTok Shop is updating how return reasons are displayed to customers. Some buyers will now see “Change of Mind” instead of the previous “No Longer Needed”, while others may see both terms together. This change aims to make the return reason clearer and easier to understand for customers.

As a seller, it’s important to understand how this update affects your store operations and how to handle these returns properly.

What This Update Means for Sellers

Although the wording shown to buyers is changing, sellers should note that their responsibilities remain the same. The introduction of “Change of Mind” as a clearer return label does not alter how sellers are expected to handle return requests.

TikTok Shop has reminded sellers that “Change of Mind” returns should only be rejected when there is a valid reason based on platform rules. Rejecting such requests without proper justification may lead to enforcement actions, including buyer compensation. This makes careful review and proper documentation more important than ever.

In practice, sellers may start to notice a few operational changes, such as:

• More return requests being labelled as “Change of Mind”

• Buyers having a clearer understanding of why their return falls under this category

• Greater scrutiny on how sellers approve or reject these requests

“Change of Mind” Returns Are Not New

This update does not introduce a new type of return. “Change of Mind” returns refer to cases where buyers previously selected “No Longer Needed”, and in some cases, both terms may now appear together.

These return requests:

• Are only available for eligible products

• Are clearly indicated with a “Change of Mind” label on the Product Detail Page

• Must be submitted within TikTok Shop’s allowed return timeframe

As long as the returned item meets the resellable condition requirements, sellers are expected to approve the request. For the full and most up-to-date list of eligible and ineligible products, sellers should always refer to TikTok Shop Academy.

Key Protections TikTok Shop Sellers Should Know

To address common concerns, TikTok Shop has clarified that “Change of Mind” returns:

• Do not affect shop performance metrics such as ratings or reviews

• Do not trigger enforcement actions by default

• Do not require sellers to bear forward or return shipping costs

This means the return itself carries minimal risk. The main risk for sellers comes only from improper handling or unreasonable rejection, not from the existence of the return request.

When TikTok Shop Sellers May Reject a “Change of Mind” Return

Sellers may reject a “Change of Mind” return only if the item does not meet TikTok Shop’s return criteria. This assessment can be made:

• Based on the evidence provided at the request stage, or

• After inspecting the returned item upon receipt

Using seller-defined policies or additional standards beyond TikTok Shop’s official eligibility rules is not allowed and may be considered an invalid rejection.

Keeping After-Sales Under Control as Return Rules Get Clearer

As TikTok Shop places greater emphasis on proper handling of “Change of Mind” returns, sellers need to ensure their after-sales workflows are accurate, timely, and well-documented. While the policy itself hasn’t changed, clearer return labels mean seller actions, especially approvals and rejections, are more visible and more closely reviewed.

BigSeller’s After Sales Management feature supports sellers in managing return and refund requests across Shopee, Lazada, and TikTok Shop from a single interface. After-sales orders can be processed centrally, return statuses can be tracked in real time, and returned items are automatically reflected in the Stock-In / Returns page once logistics updates indicate that parcels are on the way back or have arrived at the warehouse.

Returned SKUs can be stocked back into inventory manually, in batches, or by scanning parcels using the BigSeller App, helping sellers maintain accurate stock records while reducing manual errors. With clearer visibility over both after-sales requests and warehouse stock-in, sellers are better positioned to handle “Change of Mind” returns in line with platform requirements.

Try BigSeller for free to manage after-sales and returns across multiple marketplaces more efficiently.