AI digestGenerated by Niceggie AI
TikTok Shop has adjusted procedures for items not received, returns in transit, and shipping-fee refunds, while extending postage fraud governance to cross-border and domestic managed sellers.
Key decision points
- 1New rules implemented from July to August 2026
- 2Changes to handling of unreceived items and returns in transit
- 3Expanded scope of postage fraud governance
What this means for sellers
Refund liability and postage compliance are being separated more clearly, so sellers can no longer treat every return-cost dispute simply as a platform or logistics issue. A common mistake is to retain only the order status while failing to keep shipping labels and delivery evidence, leaving appeals at a disadvantage. Highest-priority action: establish a process this week to retain tracking records, shipping labels, and evidence related to return responsibility for each order.
Action items (within 24h)
TikTok Shop recently published updates to its refund, return, and appeal-handling rules, covering claims for items not received, packages in transit, and related logistics fees. Under the new rules, some refund or appeal matters must wait until the item has been returned and shown as delivered before processing can continue. The platform also distinguishes responsibility for return costs under different liability scenarios. For returns not caused by buyer error, the platform will refund the applicable outbound shipping fee. If the return is determined to be the buyer's responsibility, it will be handled according to the platform's unified standards, and the outbound shipping fee will not be refunded. The policy also expands the scope of postage fraud, or UPO-related, compliance reviews to include cross-border sellers and domestic managed sellers. The relevant refund, return, and postage rules will be implemented from July to August 2026.