TikTok Shop Updates Philippines After-Sales Rules: Sellers Must Prepare Evidence for Refund Disputes
The Philippines site FAQ clarifies when refund-without-return and return-and-refund apply. After receiving a request, sellers must review the reason, evidence, and order details and submit an explanation on time.
What are the key facts?
- 1TikTok Shop updated the Philippines after-sales and policy FAQ
- 2The FAQ focuses on distinguishing two refund methods
- 3Refund-without-return applies in certain non-returnable or non-returnable circumstances
- 4Sellers must review after-sales requests and submit explanations
- 5Sellers should retain multiple types of order evidence
What happened?
TikTok Shop updated its after-sales and policy FAQ on September 25 for the Philippines site, focusing on the difference between refund-without-return and return-and-refund. Refund-without-return generally applies to non-returnable goods such as fresh food, live plants, underwear, and sexual wellness products. It may also apply when a package is not received, items are missing from the package, or the product cannot be returned normally. Under return-and-refund, the buyer must first send the product back to the seller, after which the platform processes the refund according to the applicable conditions.
When sellers receive a new return or refund request, the platform requires them to enter the after-sales management page, review the reason, evidence, and order details, and submit an explanation within the specified time. For cross-border sellers, the platform may complete a refund directly without requiring the buyer to return the goods. Low-value products, products with high return costs, and products subject to shipping restrictions are particularly exposed. Sellers should retain dispatch photos, weight records, packing videos, logistics tracking, product batches, and customer-service communications to provide counter-evidence in disputes.
What does this mean for cross-border sellers?
On the Philippines site, refund-without-return may allow buyers to receive refunds without sending products back, increasing loss risks for low-value products, products with high return costs, and products subject to shipping restrictions. Sellers need to distinguish the after-sales type promptly and retain complete order evidence so they can submit an effective explanation within the required time.
What should sellers do now?
- 1This week, create after-sales evidence packages for relevant Philippines-site listings, archiving dispatch photos, weight records, packing videos, logistics tracking, product batches, and customer-service communications; check each item and create a searchable checklist.AI Customer Service
- 2This week, review newly received after-sales requests on the Philippines site, check buyer reasons, evidence, and order details separately for refund-without-return and return-and-refund, and submit explanations within the required time; every request must have a processing record.
- 3This week, screen low-value products, products with high return costs, and products subject to shipping restrictions on the Philippines site; use a profit calculator to reassess gross margins under refund-without-return risk, produce a product-level review table, and flag listings requiring close monitoring.Profit calculator