TikTok Shop Customer Order Cancellation, Return and Refund Policy

Overview

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

Order Cancellation

Cancellation by Sellers

• Sellers can cancel an order at any time before it is marked "Shipped - In Transit". Doing so, however, will count towards your Seller-Fault Cancellation Rate (SFCR).
• Note: Sellers are prohibited from asking customers to cancel their orders.

Cancellation by Customers

• Most orders can be cancelled any time before the order is "in transit".
• Seller approval may be required in certain scenarios.
• Exceptions apply for certain order types.

Cancellation by the Platform

• Payment Failure: Cancellations may be caused by payment failure (such as a credit charge-back) or by customers' fraudulent purchases. In these cases, the platform will notify the seller in the Seller Center and alert them by email when the order is cancelled. Sellers do not need to take any further action other than acknowledging the order as cancelled in the Manage Orders section.
• Suspicious activity: Sellers should also note that the platform may investigate and take action in the following circumstances:
  • Detection of a high frequency of order cancellations
  • Suspicion of any violation of our policies or guidelines
  • Suspicion of any fraudulent behavior
  • A detected breach of our fulfilment guidelines
  • Orders verified to be invalid
  • Abnormal and/or fraudulent transactions
• Late Dispatch: Orders that are not updated to "To Ship - Awaiting Collection" or "Shipped" within the timelines set out in our Order Fulfilment Timelines article may be cancelled automatically by the platform. For more information, please also refer to the Auto-Cancellation article.
• 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. It will then immediately refund the buyer and reimburse the seller for the lost or damaged order.

Returns and Refunds

Return and Refund Process

When Requests Can Be Submitted

• Customers may raise return or refund requests only after the product status has been updated to "Delivered", and only within a stipulated timeframe, which differs depending on whether the product is a Mall product. For the full list of customer return reasons, read the Returns And Refunds article.

Seller Review and Alternative Solutions

• Sellers may be required to review the return or refund request and approve or reject it within a stipulated timeframe.
• Alternative solutions: Sellers may offer the customer alternative solutions, such as partial refunds and reshipment. Before selecting this option in the Seller Center, sellers must obtain the customer's agreement, and evidence of the customer's approval is required. Customers will still have the option to escalate the request to the platform.

Platform-Handled Requests and Speedy Refunds

• Certain requests may be reviewed and handled by the platform. In these cases, the seller will need to submit an appeal after the refund is disbursed.
• Speedy refunds: For eligible customers, refunds will be processed upon drop-off or pick-up by the courier. The eligibility criteria are set by the platform.
• Sellers may also be required to review the condition of the returned product upon receipt, and may approve or reject the request depending on the product's condition.
• For Speedy Refunds, because a refund has already been processed, sellers must submit an appeal if the returned product is unsatisfactory.

Deadlines, Auto-Approval, and Refund Amounts

• For return requests, if the seller does not receive the returned product within a stipulated timeframe, refunds may be processed automatically provided the customer has evidence of sending out the product. In these cases, if the product never arrives, or if it eventually arrives in unsatisfactory condition, the seller may contact Customer Support for compensation.
• All required actions must be completed within the deadlines outlined in the Returns And Refunds article. If the required actions are not completed, the request will be approved.
• Sellers must refund the exact amount the customer paid for the product.
• Sellers may choose to refund the customer without receiving the returned product(s); however, sellers must accept the relevant risk or loss associated with this decision.

Special Circumstances

• Non-Returnable Products: Certain products may only be refunded even if a return request is raised. These include, but are not limited to, perishable products. For the full list of non-returnable products, refer to the Returns and Refunds article.
• LIVE Auctions: Products sold via LIVE Auctions are subject to different returns and refund policies. For more details, read the Live Auction Policy.
• Change of Mind Products: Change of Mind products must meet the additional criteria outlined in the "Change of Mind" Returns article. Sellers may reject the return without consequence if these criteria are not met.
• 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.

Invalid Rejections

• Incorrectly applying "Change of Mind" return eligibility by using criteria beyond the platform's non-eligibility list (see the "Change of Mind" Returns article for more details), including reliance on seller-defined policies.
• Rejecting a return even though:
  • The evidence provided at the request stage is acceptable, or
  • The returned item meets the required return condition.

Shipping Fees

Seller-Fault Returns

• Shipping an incorrect or counterfeit product, or one with missing parts or accessories.
• Shipping a product that is defective or does not work properly.
• A product that is damaged due to poor packaging.
• A product that did not match its listing description.

Logistics-Service Provider Fault Returns

Buyer-Fault Returns

• [For TikTok Shop by Tokopedia Orders Only]
  • [From 1 June 2026] For failed deliveries, sellers will be required to contribute up to Rp 5,000 for forward returns. Any shipping cost beyond Rp 5,000 will be covered by the platform.
  • [From 1 June 2026] For buyer-fault returns/refunds (e.g. “Change of Mind” returns), sellers will be required to contribute up to Rp 5,000 per shipping direction (forward and/or return). Any shipping cost beyond Rp 5,000 will be covered by the platform.
  • This does not apply to instant orders.
  • TikTok Shop by Tokopedia will launch a Buyer Return Shipping Insurance (BRSI) programme to help sellers offset these costs. More details will be announced closer to the launch date.
  • To help sellers adjust to the changes above, a grace period will apply until further notice. During this period, sellers will not be charged for failed deliveries or buyer-fault returns/refunds (e.g. "Change of Mind" Returns).

Customer Disputes