TikTok Shop Sellers: Handle DNR Claims, Refund Requests, Replacements and Appeals

Does this match what you see?

• A buyer says a delivered package never arrived.
• TikTok Shop refunded a buyer and you disagree.
• You see “Replacement Requested” on an order.

Computer (browser)

Based on TikTok Shop US Seller Academy articles, supplied by the site owner, November 2, 2026. Seller Center menus and rules can differ by country and change over time.

Why this happens: the possible causes

Where each task lives in Seller Center, from TikTok Shop’s seller articles.

• Missed response windowCheck this first

  TikTok Shop says sellers have two business days to review refund-only requests; otherwise it auto-approves them.

• No proof of deliveryCheck this first

  TikTok Shop says that without proof of delivery, sellers should accept a DNR refund request.

How to fix it, step by step

Work through these in order. They start with the quickest, safest checks and only move to steps that sign you out or remove data later.

Replacement requests

• TikTok Shop says buyers can request a free replacement for items that arrived damaged, defective, missing parts or items, or not as described, and TikTok Shop currently covers replacement shipping.
• You’re opted in by default. To opt out: Orders > Order fulfillment settings > Replacement Settings, and use the toggle.
• Eligible: all returnable items, plus Food & Beverage, Baby & Maternity and Pet Supplies. Not eligible: trading cards, collectibles, pre-owned items, automotive & motorcycle, and items under $10. Only once per item, and only if it’s in stock.
• Handle a request: Orders > Manage Orders, where the status shows “Replacement Requested”; open the order to approve or reject. Approved replacements appear as $0 orders marked “Replacement Order”, and you can cancel one like a normal order.
• TikTok Shop says if you reject, the buyer can dispute or ask again for a replacement or a return and refund.

Appeal a refund you disagree with

TikTok Shop says you can appeal refunds it issued after a customer dispute (arbitration) or an auto-approved refund, including “advanced refunds” given to certain buyers once they drop off a return.

• On Manage Returns, click Appeal, choose a reason (for example return package not received, damaged or used, wrong product returned, missing parts, incorrect outcome, or disputed amount), upload evidence, add comments and Submit. You can add evidence after submitting.
• Statuses: Appealing – Pending, Platform supported seller (you won and are compensated), or Appeal failed (details in Seller Center and by email; you can contact Customer Service through the Help Center).
• TikTok Shop says keep all delivery evidence, inspect returns promptly, and submit evidence within the appeal period shown.
• If your shop or product had a violation penalty (for example counterfeit or not as described), TikTok Shop may approve buyer refunds directly, and an arbitration appeal generally only succeeds if you win the penalty appeal first.

Appeal a delivered-not-received decision

TikTok Shop says when it decides to compensate the buyer on a DNR claim, an Appeal action appears on the order in returns management. Click it, upload evidence and comments, and you’ll later see the outcome and a Refund Record. It says to use this instead of a general support ticket. If TikTok Shop rejected the buyer’s claim, or decided in favor of both sides, there’s nothing to appeal.

Return and refund settings: auto-approval, return window and fraud protection

Find these in Seller Center > Orders > Return settings > Returns and refunds tab (some are also under Manage Returns > Return settings). Each automation uses To create (or Edit) > Add new rule, then a name, the reasons, product categories and refund range (by default: all reasons, all categories, no limit), and an effective date.

• Returnless refund: auto-approve refunds where the buyer keeps the item, for reasons you choose, with a maximum per customer (30 days).
• Auto-approve refunds: for refund-only reasons such as package wasn’t received or wrong product delivered.
• Auto-approve returns: choose when approval starts (after drop-off or delivered to your warehouse) and how long to wait (immediately or 1 to 24 hours).
• Replacements: turn on Allow replacements in Replacement settings (optionally limit requests), then add a Replacement service rule.
• Return window (select sellers): one window per category: 14 days (certain categories), 30, 45 or 90. TikTok Shop says the default is 30 calendar days from “Delivered”.

Abuse and fraud protections

• In the Abuse and fraud protections row, select Edit. TikTok Shop says both settings are on by default and apply to your eligible auto-approval tools (returnless refund, auto-approve refunds, auto-approve returns): Reject high-risk refund requests, and Review abuse or suspected high-risk requests (these aren’t auto-approved and are sent to you).
• Requests labeled “Review recommended” have a countdown: review them promptly to avoid auto-approval. TikTok Shop says the label doesn’t confirm fraud; if you reject, give clear evidence, as it may be reviewed in an appeal or arbitration.
• Requests TikTok Shop rejects show “Return not authorized” and “Rejected by TikTok Shop”; you can still issue a full refund if that option is available.
• TikTok Shop warns that turning a protection off lets high-risk requests follow your auto-approval rules.

Partial refunds

• Automatic partial refund rules: Orders > Return settings > Partial Refund tab > Set Up > Add new rule. TikTok Shop says buyers can then choose a partial refund without returning the item, at your cost. Limits: returnable categories, items priced $10 to $100, reasons such as wrong, damaged or defective items, missing parts or not as described, 10% to 50% of the price, and between $5 and $50. A returnless refund (your own rule or one TikTok Shop applies) takes precedence.
• TikTok Shop says you’re responsible for your rules: appeals won’t be accepted for refunds caused by your own rule mistakes, and it can disable the feature if it’s misused.
• Offer a partial refund on one request: Manage Returns > Awaiting action > Issue full/partial refund. If the buyer rejects it, a return-and-refund request continues the standard process, and a refund-only request comes back to you to approve in full or reject.
• After a return arrives damaged or incomplete (buyer’s fault, not refunds triggered at drop-off): Manage Returns > Respond > Reject, answer the questions, then Issue partial refund with the amount and evidence. TikTok Shop says the deduction can be 10–50% for non-sellable items, and 0–50% in the US.

Cancellation settings: auto-approve and cancellation window

TikTok Shop says buyers can request to cancel before the package ships, and you must approve or reject those requests. Its default cancellation policy is 1 hour from when the order is placed. Find the settings in Seller Center > Orders > Return Settings > Cancellations tab.

• Auto-approve cancellations: select To Create > Add New Rule, name the rule, then choose the accepted reasons, product categories and refund range (by default: all reasons, all categories, no refund limit), an effective date range, and when to auto-approve: within the remorse window (you can extend beyond 1 hour) or at specific times. Click Confirm. Requests that don’t match your rules still need your review.
• Adjustable cancellation window (select sellers using third-party logistics): in the Cancellation Window row, click Set Up, choose 1, 5 or 24 hours, and Confirm. TikTok Shop says this sets how long buyers can request a cancellation; by itself it doesn’t guarantee automatic approval.
• Need help? TikTok Shop points to your Account Manager or Seller Center’s Contact Us (external site, opens in a new tab) page.

Cancel an order tagged “High chance of refund”

TikTok Shop says cancelling an order tagged “High chance of refund” won’t affect your score or performance. To do it: in Seller Center orders, find the order > Cancel order > choose the reason order with a high chance of refund > confirm. TikTok Shop says this is currently only for whitelisted sellers; ask your account manager about access.

Seller Shipping: tracking numbers and delivery deadlines (US)

• TikTok Shop says marking an order Ready to Ship or Transit to Ship counts as confirming shipment, and you must confirm, pack and enter a valid tracking number within the Order Handling Time set in Fulfillment Settings.
• Tracking or carrier entered wrong? TikTok Shop says you get one edit. After that, open a support ticket with the original and new details, no later than 30 days from the order date. Wrong or missing tracking makes you responsible for related losses and penalties.
• Delivery standards: Express within 3 business days; Standard and Free Economy need a first delivery attempt within 6 business days. TikTok Shop says 95% of orders must meet the standard to keep a shipping option. Free Economy is free to buyers at your expense, and Standard can’t be turned off.
• TikTok Shop says a package counts as lost after no carrier scans for 10 calendar days or 7 business days, and it may cancel orders with lost, damaged or delayed deliveries and refund the buyer.
• Using a carrier that isn’t on TikTok Shop’s supported list? TikTok Shop says ask your Account Manager about onboarding it.

Drop-offs and carrier pickups: get proof the carrier took the parcel

• After you buy and print TikTok Shop labels, TikTok Shop says you can drop off at a USPS or UPS location or schedule a carrier pickup. At a drop-off, it recommends asking for a receipt to show the carrier accepted the package.
• For pickups, TikTok Shop recommends asking the driver to scan each package at pickup, so the tracking shows acceptance.
• USPS: one-off pickups can be booked at usps.com (Schedule a Pickup). Recurring pickups (up to a year ahead) need a USPS.com account. TikTok Shop says pickups are free during your regular mail delivery, or $25 per pickup for a time-specific collection. For a missed pickup, contact your local Post Office.
• UPS: schedule under Shipping > Schedule a Pickup, and keep the Pickup Request Number; you need it to change, cancel or track the pickup.

USPS manifests for high-volume shipping (TikTok Shipping)

A manifest lets USPS batch-scan a day’s packages at once. Create it in Manage Orders > Shipping Label > Create Manifest, pick the warehouse, then download and print the sheet. TikTok Shop says labels qualify only if they are USPS standard or express labels bought through TikTok Shipping, the package shows “Awaiting Collection”, and the tracking number isn’t already in another manifest.

• One warehouse per manifest: TikTok Shop says all labels must share the same ship-from location; make a separate manifest for each pickup address.
• 8 p.m. local cutoff: create manifests before 8 p.m. local time; after that, TikTok Shop says to postdate packages to the next day. You can also turn on automatic manifest creation on the Logistics > Fulfillment page to generate one daily at a set cut-off time.
• Limit: up to 7,000 labels per manifest; create extra manifests manually above that.
• Only include packages shipping that day. TikTok Shop says a label can be cancelled as long as the package hasn’t moved past “Accepted”.
• Manifest not working? You can still hand packages to USPS to scan one by one. TikTok Shop says confirming orders by printing labels within your dispatch deadline is critical to avoiding late dispatch violations. TikTok for Shopify sellers must create manifests in Seller Center, not the app.

FBT, TikTok Shipping or Seller Shipping: who handles buyer delivery problems

Who answers a buyer’s “where’s my package?” and who pays for a logistics refund depends on your fulfillment option. TikTok Shop says to check which options your store can use in Seller Center under Logistics > Shipping.

• Fulfilled by TikTok (FBT): you send inventory to TikTok Shop–operated warehouses, and TikTok Shop handles storage, packing and delivery. TikTok Shop says its customer service handles buyers’ logistics questions and it covers refunds for platform-related logistics issues and verified warehouse losses. Size limit: within 26×26×26 inches and under 50 lbs (among other requirements). TikTok Shop says FBT now supports most sellers with no minimum, through self-service onboarding in Seller Center. If you also ship from your own warehouse, it says FBT stock is used first.
• TikTok Shipping: you ship from your own or a third-party warehouse using TikTok Shop labels. TikTok Shop says its customer service handles buyers’ questions about last-mile delivery, and it covers refunds for platform-related logistics issues. Collection by TikTok (CBT) adds a free daily pick-up in select regions at better rates than Standard Delivery.
• Seller Shipping: you ship with third-party carriers. TikTok Shop says you are fully responsible for all logistics questions and buyer complaints. Our tip: that means handling DNR requests and carrier claims (see below) yourself.

TikTok Shipping fees are based on the greater of actual weight and volumetric weight (length × width × height in inches, divided by 166), using the dimensions you entered in Seller Center, so TikTok Shop says to keep product weights and sizes accurate.

TikTok Shop says products with free shipping and a consistent 90%+ three-day delivery rate can earn the Free Shipping 3-Day Delivery badge, which helps conversion and visibility and makes them eligible for special campaigns and marketing support.

3-day delivery badge not showing or removed

TikTok Shop says the 3-day delivery badge (shown as Free 3-day delivery when the product also ships free; the free shipping badge above is the same idea) appears only on product-and-route combinations with a strong, stable history of delivery within 3 business days, counted from the next business day and skipping weekends and US public holidays. Enrolling doesn’t put the badge on every product, and it can be removed if a route stops meeting the window, then added back if performance improves. It costs nothing, and TikTok Shop says there’s no extra penalty if a badged order arrives late, though its standard fulfillment policy still applies. All three fulfillment options can earn it.

• Check your numbers: Logistics > Overview > 3-day delivery badge shows your 3-day delivery rate, success rate and badge coverage, with 13 weeks of trends. View details lists improvement opportunities.
• Excluded products: TikTok Shop says pre-order, made-to-order, back-order and custom handling time products can’t get the badge.
• Unlisted warehouse: TikTok Shop may detect you shipping from an address that isn’t in Seller Center. Add it on the Warehouse settings page.
• Mismatched product-warehouse: products shipping from a listed warehouse in a different state than the one TikTok Shop assigned. Complete the product-warehouse mapping and keep inventory accurate, in Seller Center or by syncing your ERP.
• Slow routes: TikTok Shop splits them into the shipping stage (aim to dispatch within 1 business day) and the transit stage (use faster, reliable last-mile carriers, add warehouses closer to shoppers, keep each warehouse stocked). Joining or expanding FBT is also recommended.
• Use the 3-day shipping label and filter in your order list to fulfill these orders first.

Five ways to set up free shipping

• Shop-wide threshold: free shipping when an order is over an amount you choose. Orders > Free Shipping > Set up, move the slider on the threshold bar, then Save. TikTok Shop says a $30 shop-level free shipping setup unlocks benefits such as a free shipping badge, the free shipping filter and tab in search, and eligibility for free-shipping campaigns.
• Selected products only: Orders > Free Shipping > Targeted Free Shipping Promotion > Create, choose the products, then Agree & Publish.
• Free shipping on follow-up orders: turn on Automated Order Combination under Fulfillment, then choose an order combination method. TikTok Shop says buyers then get free shipping on follow-up purchases made within a short window.
• Fulfilled by TikTok: TikTok Shop says all FBT orders ship free to customers.
• $0 shipping template (Seller Shipping): Orders > Logistics > Shipping > Shipping Templates > Create New Template (or edit an existing one). Set the warehouse and rate model (weight or quantity), set up Standard, Express and Free Economy with their delivery regions, set flat rates for Standard and Express, then Submit. TikTok Shop says Seller Shipping stores need to complete a shipping template before uploading products, or they’ll see a reminder when they upload, and that regions you don’t assign are marked undeliverable. You update tracking numbers manually.

Recover the cost of DNR refunds and returns

• Seller Shipping: TikTok Shop says raise a claim with your carrier.
• TikTok Shipping: TikTok Shop says orders are automatically insured up to $200 at no extra cost when you buy the label through TikTok Shop; start a claim from the order details by selecting a status such as lost or damaged.
• Fulfilled by TikTok (FBT): use TikTok Shop’s reimbursement claims process.
• Beauty Try Risk-Free Program: TikTok Shop says this seller-paid protection (a service fee of 1.1%–1.6%, depending on product category, of the buyer’s final paid amount including tax, for eligible orders of $5–$199) shows a Try Risk-Free badge on your eligible beauty products, and lets buyers claim a reimbursement after light use without returning the item. Claims are handled by the service provider, create no after-sale ticket and don’t count toward your return rate. It applies to all your eligible beauty products. Enroll in Logistics > Fulfillment > Fulfillment settings > Shipping protection settings, or Orders > Return setting > Returns and Refunds > Product Protection Setting > Set up, then View details > agree > Register. Withdrawal takes effect immediately.
• Return Shipping Protection Program: TikTok Shop says this program, run by third-party vendors, covers eligible return shipping fees and some item-value losses. Enroll in Logistics > Fulfillment > Shipping Protection Settings > Edit > View Details > agree > Register; it covers eligible orders placed after you enroll. Return shipping claims are automatic once the buyer drops off the parcel. For a return marked delivered that you never got (reverse DNR), theft or damaged returns, file a claim in Manage Returns on orders marked “Claim Eligible”, with evidence, within 90 days of the returned item being collected; vendors review it within 1 business day.

How to know it worked

• Our check: no requests are sitting in Awaiting action, and any appeal shows a status in Seller Center.

Still not working? Your next steps

1. Buyer-side help: TikTok Shop order not received or refund.

Frequently asked questions