1. Overview

• This TikTok Shop by Tokopedia Customer Order Cancellation, Return and Refund Policy (hereafter referred to as "this Policy") covers our policies on aftersales processes for TikTok Shop by Tokopedia (hereafter referred to as "the platform") transactions, including order cancellation, return of items and refunds.
• The Platform may take enforcement action as set out in this Policy, the Seller Performance Evaluation Policy, any other Platform Policy, and the Seller Terms of Service.
• This Policy is not exhaustive, and Sellers are solely responsible for ensuring that they do not engage in any practice that is prohibited under this Policy, and that they comply with applicable laws and regulations, and all Platform Terms and Policies.
• Sellers may wish to seek independent legal advice if they have questions about the laws and regulations concerning their practices.
• Our Policies are updated periodically. We will generally notify you in advance of any changes to this Policy. Please see the Seller Terms of Service for details of how we may make changes to our terms and policies. Sellers are responsible for checking this page regularly to ensure they comply with our Policy.

2. Shipping Types

There are two types of shipping available on the platform.

• Ship by TikTok is a shipping type where the platform fulfills orders.
• Ship by Seller is a shipping type where sellers choose their own logistics service to fulfill orders. This option is only available to selected sellers only.

3. Order Cancellation

Order Cancellation can be carried out by Sellers, Customers or the Platform depending on the order status.

3.1 Cancellation by Sellers

• Sellers can cancel orders any time before the order is "Shipped - In Transit". However, this will add to your Seller-Fault Cancellation Rate.

Note: Sellers are prohibited from asking customers to cancel their orders.

3.2 Cancellation by Customers

Customers may cancel orders unilaterally depending on the order status. There are no consequences for sellers unless the reason "Late Shipment" is selected.

3.3 Cancellation by the Platform

The platform may cancel orders for the following reasons:

• Payment Failure: There might be situations where cancellations are caused by payment failure (such as credit charge-back) or customers' fraudulent purchases. In such circumstances, the platform will notify the seller in the Seller Center and alert them via email when an order is cancelled. Sellers do not need to take further action other than acknowledging the order as cancelled in the Manage Orders section.
• Suspicious activity: Sellers should note that the platform may also investigate and take action in the following circumstances:
  • Detection of a high frequency of order cancellations
  • Suspicion of any violation of our policies/guidelines
  • Suspicion of any fraudulent behavior
  • Detected breach of our fulfilment guidelines
  • Orders that verified to be invalid
  • Abnormal and/or fraudulent transactions
• Late Dispatch: Orders that are not updated to "To Ship - Awaiting Collection" or "Shipped" according to the timelines outlined in our Order Fulfilment Timelines article may be automatically cancelled by the platform. Please also refer to the Auto-Cancellation article for more information.
• Logistics-related issues: If the logistics service provider notifies the platform during the shipment period that the order has been lost or damaged, the platform will automatically cancel the order. The platform will then immediately refund the buyer and reimburse the seller for the lost or damaged order.

For cancellations by the platform, payment will be refunded to customers if payment has been made.

4. Returns and Refunds (After-sale Service Requests)

4.1 Return and Refund Requests by Customers

• For products purchased through Mall: 15 days after the order's status is updated to "Delivered".
• (Select Customers Only) For products purchased through TikTok Shop Mall: 30 days after the order's status is updated to "Delivered".
• For products not purchased through Mall: 6 days after the order's status is updated to "Delivered".
• If the seller rejects the return/refund request, the customer can submit a second request within 48 hours after the seller's rejection; otherwise, the return/refund request will be closed by the platform.
• After approving the return/refund request, the customer must upload the necessary logistics information required to return the product within 10 calendar days; otherwise, the return/refund request will be closed by the platform.

For approved returns

• Customers can either ship the product back to the seller or, if available, drop it off at one of the platform's designated drop-off points.
  • For eligible customers, refunds will be processed upon drop-off or pick-up by the LSP. Read the Speedy Refunds section for more information.
• It is the customer's responsibility to ensure that they enclose the correct and complete item when making a return.
• If the seller does not receive the returned product within 14 calendar days after the customer uploads the logistics information of the returned product, the platform will automatically refund the customer. Sellers can contact the platform support for compensation if the returned product is delayed or lost in transit.

After the after-sale period, if the customer still wishes to submit a complaint, they can either directly communicate with the sellers or contact TikTok for customer support by clicking on the specific order in the TikTok app.

4.1.1 Refund-Only Requests

• For "Ship by TikTok" orders, customers may make refund-only requests for orders that have not been received after 15 calendar days (for Mall Sellers) and 6 calendar days (for non-Mall) of the estimated delivery date.
• These requests will be automatically approved by the platform.
• The platform will bear the cost of the refund and will reimburse the refund amount to the seller within 2-7 calendar days.

4.2 Handling Returns and Refunds (Sellers)

If a customer files a return/refund request, sellers must follow the requirements below to handle the return request appropriately.

4.2.1 Timelines reviewing Return/Refund requests

• All sellers must handle all return/refund requests within 48 hours of the customer submitting the request. If the seller does not contest the request, a refund will be automatically approved.
• The platform will handle certain refund-only requests, without the need for the Seller to take any further action. If Sellers have been found to be at fault, they will need to compensate the customer. Sellers may appeal against the platform decision within 3 working days.

For approved returns

• Within 2 working days of receiving the return product, the seller must review the condition of the product and and approve/reject the request. Otherwise, the return request will be automatically approved.
  • Sellers may reject the return if the quality of the condition of the returned product is not satisfactory (e.g. the product has been damaged, the product is missing, components are missing etc.).

4.2.2 Return/Refund Guidelines for Sellers

• Sellers must not reject a customer's return/refund request without justification.
• For "No longer needed" returns, products must meet additional criteria as outlined in the "No longer needed" returns section. If this criteria is not met, sellers may reject the return.
• Sellers must refund the exact amount the customer paid for the product.
• Sellers can choose to refund the customer without receiving the returned product(s). However, sellers must accept the relevant risk or loss associated with this decision.
• Subject to the platform's applicable enforcement policies, if a seller account is terminated under applicable circumstances, all refund requests submitted by customers will be disposed of by the platform. The platform reserves the right to dispose of associated refund requests at its sole discretion in order to protect the interests and rights of customers.

4.2.3 Shipping Cost of Product Return

• For "No longer needed" returns, the return shipping fee will be borne by the platform.
• For Seller-fault returns, the return fee will be borne by the seller. TikTok shall determine, in its sole and absolute discretion, the party at fault for the customer refund/return request. In making its decision, TikTok shall review the relevant supporting documents submitted by all parties. Seller-fault return causes include (but are not limited to) the following:
  • Shipping an incorrect/counterfeit product, missing parts or accessories.
  • Shipping a product that is defective or does not work properly.
  • The product is damaged due to poor packaging.
  • The product did not match its listing description.
• For Logistics Service Provider-fault returns, such as packages damaged in transit, the return shipping fee will be borne by the logistics service provider. Any platform commission related to the returned product(s) (such as monies owed to the seller) will be returned to the seller if applicable.

4.3 Speedy Refunds

Eligible customers will receive immediate refunds when their returns are scanned at the drop-off point. These are referred to as Speedy Refunds.

• Speedy Refund is available for selected returned orders. The criteria of Speedy Refund can be modified from time to time by the platform.
• Sellers no longer need to approve the refund for the orders eligible for Speedy Refund.
• Sellers who are dissatisfied with the returned products' condition can appeal the Speedy Refund by raising an appeal in the Seller Center.

4.4 Returns for Orders that are "No Longer Needed"

Customers may return most products by selecting "No Longer Needed" as their return reason.

• Certain categories of products are ineligible for this return reason.
• Certain categories of products have additional criteria that need to be fulfilled upon return.

For more information, read the Returns for items that are "No longer needed" article.

4.5 Partial Refund

Partial refund refers to the scenario where a seller refunds only part of the sum a customer paid for a product.
Important Note: Sellers must comply with their legal obligations in connection with any refunds, which include, for example, providing a full refund if a product is faulty (e.g. defective, damaged, misdescribed, has missing parts).

• Sellers shall only offer a partial refund to customers when this is permitted under applicable laws.
• The seller must first obtain the customer's agreement for a partial refund.
  • Note: sellers are encouraged to communicate with their customers via Direct Message (DM); however, they can also do so via other mediums (email, etc.).
• The seller must then upload evidence that supports their decision and input the amount to be refunded into the Seller Center. They may include a note elaborating on their decision if they wish to do so.
• The seller's decision will be conveyed to the customer via email/in-app notification.
• A customer that is not satisfied with the seller's decision may seek the platform's assistance to arbitrate the matter.
• The platform reserves the right to disable a seller's access to the partial refund function if we reasonably determine that the seller has abused the function.

4.6 Return/Refund reasons

Customers may select a variety of reasons for making return/refund requests. Sellers may raise a dispute if they disagree with the reason selected. Please refer to the Aftersales Dispute Policy for more information.

5. Customer Disputes

The Platform encourages sellers to handle all after-sale issues and to communicate with customers quickly and appropriately.
It is important to note that while we do not actively intervene in after-sale issues, we do offer customers voluntary after-sales dispute handling services to assist in resolving conflicts with sellers.
More information on the platform after-sales dispute handling service can be found in our Afterales Dispute Policy.