TikTok Shop Adjusts Review Process for Some FBT Undelivered-Parcel Refunds
TikTok Shop will review certain “package not received” refund cases for U.S. Fulfilled by TikTok (FBT) orders, while sellers must still monitor appeals, claim deadlines, and evidence retention.
What are the key facts?
- 1Some U.S. FBT undelivered-refund cases will be reviewed by the platform
- 2The change does not mean the platform will bear losses for every undelivered case
- 3Sellers may still submit manual claims or appeals if they disagree with the outcome
- 4Sellers should retain logistics evidence from multiple stages
What happened?
In its Policy Pulse published on September 4, 2026, TikTok Shop said that the review process will change for certain “package not received” refund cases involving Fulfilled by TikTok orders. For eligible U.S. FBT orders, the platform will review the relevant cases, whereas sellers previously handled most of the reviews. The platform said the change is intended to reduce the burden on sellers when they lack visibility into last-mile logistics and to improve consistency in decisions. However, this does not mean that TikTok Shop will automatically absorb losses for all “package not received” cases. If sellers disagree with the outcome, they may still need to submit a manual claim or appeal through Seller Center. Cross-border sellers should distinguish responsibility boundaries among FBT, seller-fulfilled, and third-party logistics orders, and retain logistics evidence including inbound handover, outbound scans, carrier handover, and customer delivery confirmation. For high-value, easily lost, or “delivered but not received” products, the source recommends arranging additional insurance or using signature-required shipping.
What does this mean for cross-border sellers?
Some eligible U.S. FBT “package not received” refund cases will be reviewed by TikTok Shop, but this does not mean the platform will bear losses for every case. Sellers should distinguish fulfillment methods, prepare logistics evidence, and monitor manual claim or appeal deadlines in Seller Center.
What should sellers do now?
- 1This week, create a responsibility matrix for U.S. FBT, seller-fulfilled, and third-party logistics orders; verify inbound handover, outbound scan, carrier handover, and customer delivery confirmation evidence for each order type, and create a checklist for customer service use.Listing character checker
- 2Identify U.S. products that are high-value, easily lost, or prone to “delivered but not received” disputes. Check whether each has additional insurance or signature-required shipping, and complete a product-to-shipping-method matrix so every risk product has a defined outcome.
- 3Log in to Seller Center and review eligible U.S. FBT undelivered-refund cases. Record platform review outcomes, manual claim or appeal entry points, and current deadlines, then create a case-handling workflow shared by customer service and operations.