This metric directly reflects product quality, fulfillment accuracy, and overall customer satisfaction. If it becomes too high, it can negatively impact your store rating and even affect your eligibility for certain platform features like affiliate marketing.

In this guide, we’ll explain what the Seller-Fault Return & Refund Rate means, how to check it in the Seller Center, and how Malaysian TikTok Shop sellers can manage returns more efficiently.

What is the Seller-Fault Return & Refund Rate?

The Seller-Fault Return & Refund Rate refers to the percentage of all orders in the last 30 calendar days that were returned due to seller-related reasons.

In simple terms, this metric measures how many refunds or returns happened because something went wrong on the seller’s side.

For sellers on TikTok Shop, keeping this rate low is important for maintaining strong store performance and buyer trust.

❗ Recommended target:
Sellers should aim to keep their Seller-Fault Return & Refund Rate below 1.5%.

What Counts Towards the Seller-Fault Return & Refund Rate?

Not every return or refund request affects this metric. Only cases that are verified to be caused by the seller will be included.

Examples include:

1. Product Quality Issues

Orders returned due to defective or damaged products.

Examples:

• Broken or damaged items

• Manufacturing defects

• Products that cannot function as expected

2. Wrong or Inconsistent Products

Returns raised when the product does not match what the buyer ordered.

Examples:

• Incorrect product sent

• Wrong size or variation

• Product different from listing description

3. Missing or Incomplete Packages

Orders where the buyer receives an incomplete package.

Examples:

• Missing items in the parcel

• Empty packages

• Wrong quantity sent

4. Logistics-Related Problems

Some logistics issues may also count if they are linked to the seller’s fulfillment process.

Examples:

• Lost packages

• Packages damaged before reaching the buyer

All of these situations indicate that the problem originated from the seller’s side, which is why they contribute to the Seller-Fault Return & Refund Rate.

What Does NOT Count Towards This Metric?

Some returns happen due to buyer decisions or circumstances that are not related to seller fault.

Examples include:

• Return/refund requests cancelled by the buyer

• Buyers who did not ship the item back within the return window

• Cases where the seller wins arbitration

• Returns due to “No longer needed” (for selected categories)

These situations are excluded from the Seller-Fault Return & Refund Rate.

How to Check Your Seller-Fault Return & Refund Rate

You can monitor this metric directly inside the TikTok Shop Seller Centre.

Steps to check:

1. Go to Seller Centre

2. Click Account Health

3. Select Store Rating from the left panel

4. Scroll down to Product Satisfaction

5. Find Seller-Fault Return & Refund Rate

6. Click Details to view the breakdown

Inside the details page, you can see:

• Top reasons for returns

• Products causing the most refunds

• Trends affecting your store rating

This information helps you identify which products or processes need improvement.

What Happens if Your Seller-Fault Return & Refund Rate is Too High?

TikTok Shop does not immediately enforce penalties if your Seller-Fault Return & Refund Rate exceeds the recommended target.

However, poor performance may lead to several indirect consequences.

1. Lower Store Rating

A high return rate can reduce your overall store rating, which affects buyer trust and conversion rates.

2. Limited Access to Affiliate Marketing

Stores with poor performance metrics may lose access to TikTok affiliate programs, making it harder to collaborate with creators.

3. Reduced Platform Opportunities

Some promotional features or growth programs may prioritise stores with strong performance metrics.

For a full explanation of TikTok Shop’s return and refund process, sellers can refer to our detailed guide here:

👉 https://www.bigseller.com/blog/articleDetails/3875/tiktok-refund-refund-process.htm

Manage TikTok After-Sales Orders More Efficiently with BigSeller

The Seller-Fault Return & Refund Rate is one of the most important performance metrics for sellers on TikTok Shop.

Keeping this rate below 1.5% helps maintain:

• Strong store ratings

• Better buyer trust

• Continued access to affiliate marketing and platform opportunities

To achieve this, sellers must focus on:

• Accurate order fulfillment

• Product quality control

• Efficient after-sales management

That’s why BigSeller provides dedicated TikTok After-Sales Order management features that help streamline the entire process.

Key features include:

Centralised After-Sales Order Processing

Sellers can manage all TikTok Shop after-sales requests in one dashboard, including:

• Return & Refund

• Refund Only

• Exchange (where supported)

• Abnormal Returns

This makes it easier to track order status and respond quickly to customer requests.

Automatic Order Interception for Refund Requests

One common issue on TikTok Shop is that refund-only orders may still be shipped accidentally during scanning.

BigSeller solves this with After-Sales Order Interception.

When enabled:

• Orders with refund-only requests will be automatically blocked from shipping

• The system alerts the seller before dispatch

This prevents incorrect shipments and reduces operational errors.

Returned Item Stock-In Management

BigSeller also helps sellers track logistics for returned packages and quickly stock returned items back into the warehouse.

This allows sellers to:

• Monitor return tracking status

• Restock inventory faster

• Maintain accurate inventory records

If you want to streamline your TikTok Shop operations and handle after-sales orders more efficiently, try BigSeller for free today.

👉 Sign up now and enjoy a Free Plan + 7-Day VIP Trial Coupon to explore all advanced features.



Source:
Seller-Fault Return & Refund Rate