TikTok Shop Singapore Appeal Process for Returns and Refunds
Updated 20 Mar 2023
On March 20, 2023, TikTok Shop Singapore introduced a new appeal process to help sellers easily dispute returns and refunds.
The following information is extracted from TikTok Shop Seller Center.
What kind of orders can be appealed?
Refunds and returns arbitrations that support the buyer;
Auto-approved refund only due to late deliveries, and auto-approved Speedy Refund return orders;
How to initiate the appeals process?
Inside Seller Center, navigate to the Manage Returns tab. Under Completed Orders, you will see Appeal as an option to your completed orders.
After clicking on “Appeal”, sellers can then submit reasons for appeal and upload relevant evidence, images, and documentation;
Appeals will be routed to the TikTok Shop Support team who will review relevant documentation, request for additional evidence, and make a decision on the appeal;
If appeal is denied, sellers can view appeal decision under “Appeal Details”; If appeal is approved, sellers will be compensated and can view details under “Payment Status”.
Progress in Favour of Sellers
This new appeal process is a progress in favour of sellers.
Previously, in order to encourage more buyers on TikTok, TikTok has made returns and refunds super convenient for buyers.
eCommerce platforms like Lazada and Shopee also struggle in keeping a nice balance between buyers trust and sellers profits. It is an ongoing journey that any eCommerce players will need to go through.
The new appeal process by TikTok Shop shows progress and commitment in keeping that balance.