How to Set Up Aftersales Automated Replies

This article will guide you through setting up and using the Aftersales Automated Reply feature in TikTok Shop Chat. This tool allows you to automate responses to common return/refund and shipment inquiries, saving you time and resources while providing buyers with the relevant updates they need.

Benefits of Aftersales Automated Replies

How to Activate Aftersales Automated Replies

You can activate this feature in just a few simple steps:

1. Go to Orders > After-sales Settings and toggle on Automated Replies. This activates the system to begin handling common inquiries based on your rules.
   

You must also enable the automated reply function within TikTok Shop Chat by navigating to Customer Messages > Automation Tools and toggling on Automated Reply for Chatbot.

How to Set Up Shipment Automated Replies

1. Under Shipment Schedule Reply, click 'Set Up.' A side window will open where you can create rules for your Regular Schedule (standard working days) and Custom Dates (specific dates, such as public holidays).
   
2. Start customising your rules. Enter a rule name and define your preferences using the following options:
   • Warehouse List: Select the relevant warehouse for your orders.
   • Select Day: Choose specific days (Monday–Sunday) for a regular schedule.
   • Select Custom Date: Choose specific calendar dates for holiday schedules.
   • Time Slots: Define the hours when you process orders:
     • Order Time: Select the window when orders are received (e.g., 00:00–14:00).
     • Max. Expected Processing Day(s): Choose how long it takes for you to process the orders (to prepare the order for collection or drop-off):
       • Same day: Processed on the day the order is received.
       • Next working day: Processed the following business day.
       • 1 day / 2 days: Processed within 1 or 2 days (including weekends and holidays).
         
3. You can repeat this process for a second time slot (e.g., 14:00–00:00) to cover the rest of the day. Once finished, click 'Confirm' to save.

‼️ Important Note: This setting is for automated replies only and does not change official fulfilment deadlines. Late shipments will still impact your Late Dispatch Rate (LDR) and cancellation deadlines.

• Learn more about Order Fulfilment Timelines
• Learn more about Late Dispatch Rate (LDR)

4. Once your rules are active, the system will immediately begin handling buyer enquiries regarding order shipments and processing times. By automating these routine tasks, you can save valuable time and resources, allowing you to focus your energy on growing your business.
   

How to Set Up Rules for Return/Refund Automated Replies

1. Under Returns and Refunds, you can set up your own rules for the following 3 scenarios:
   • Refund without return: Set up this rule to offer a refund without requiring the buyer to return the item. This option is suitable for low-priced products where you may not want to pay the return shipping fee.
   • Auto-approved refunds: Set up this rule to approve refund-only requests automatically. This can help save time on manual approvals. Recommended for low-priced items only.
   • Return auto-approval: Set up this rule to auto-approve buyers' return requests. This will help save time reviewing return requests. You will receive the returned items and can raise an appeal afterwards if there is an issue with the returned item.
     
2. Click 'To Create' and then 'Add New Rule' to start setting up your own return/refund rules.
   
3. From here, you can add your policy name and set the rules to auto-approve your return/refund requests:
   • Accepted reason: Select the return/refund reasons that you will approve.
   • Product category (optional): If you want to apply this rule to certain categories, you can select the product category here.
   • Price range: Define the price range for the return/refund request. For example, you can set a price range from $0–$20, and this will auto-approve return/refund requests within that price range.
   • Effective date: You can choose whether to activate the rule immediately or set a specific start and end date for your rule.
     
4. Once you finish customising your rule, click 'Confirm'. You will see the details of your rule in the side window.
   
5. Now that you have activated your rules, here's what will happen:
   • If a buyer sends a message to enquire about a return/refund, the system will automatically respond and let them know that the seller's customer service team will contact them within 15 minutes to resolve the issue.
   • The buyer will also have the option to submit a return/refund request directly from the chat.
   • If you have not set up any automated rules for aftersales requests, you can click Set Automation in Seller Assistant to start configuring your rules for faster operations.
     
     
     

FAQ

1. What kind of questions can this system help answer?

The system automatically identifies and responds to buyer questions about order processing times and shipment schedules. It uses the rules you have created to provide buyers with an instant, helpful response.
Examples

2. Can I set up multiple rules for my orders?

Yes, you can create multiple rules. We recommend setting specific rules for each warehouse to ensure buyers receive the most relevant information regarding processing times.

3. If I set both a Custom Date rule and a Regular Schedule rule, which one takes priority?

The system gives priority to the Custom Date rule. It will apply the custom settings for that specific date instead of your regular schedule.

4. Does setting a custom processing time change the platform's fulfilment timeline?

No. This feature offers flexibility in how you communicate with buyers, but the official TikTok Shop fulfilment timeline still applies. To maintain a healthy shop status, we recommend adhering strictly to our standard fulfilment guidelines. Ensure your auto-reply rules accurately reflect your actual shipping capabilities so buyers receive realistic expectations.

5. How can I edit or turn off a rule?

Go to Orders > After-sales Settings and navigate to the Shipment Schedule Reply tab.

• To deactivate: Use the toggle to enable or disable rules at any time.
  
• To make changes: Click the three dots icon, select Edit, update your settings, and click 'Confirm'.