We encourage sellers to handle all after-sale issues and communicate with buyers appropriately. If a buyer files a return/refund request, follow these steps for a smooth resolution process:
Guidelines for handling return/refund requests

1. Respond promptly:

• Go to Seller Centre and click Orders. Then click the Manage Returns tab to check the request.
• You must address return/refund requests within 48 hours of the buyer's submission. If no action is taken, the refund will be approved automatically.

2. Address valid complaints

• You can't reject a buyer's request without a justified reason. Please refer to our article on required evidence for rejecting the request.
• If you approve the request, the buyer must upload the logistics details required to return the product within 5 calendar days from when you approved the return request; otherwise, the return/refund request will be closed by Shop | Tokopedia.
• For requests caused by a product issue, if the buyer's complaint is valid under local law, you must refund the buyer promptly.

3. Confirm receipt of returned product

• Once the buyer uploads the logistics information of the returned product, you must confirm the receipt of the returned product in Seller Center. If you do not take any action within 2 working days of receiving the returned product, the return request will be automatically approved.

If you don't receive the returned product within 14 calendar days after the buyer uploads the logistics information of the returned product, the platform will automatically refund the buyer. You can contact the Customer Service team for compensation if the returned product is considered delayed or lost in transit.

4. Prepare for potential disputes

• If you reject the request, the buyer has 48 hours to submit a second request. If no second request is submitted within this timeframe, the request will be closed by Shop | Tokopedia.
• The buyer can also submit a dispute to the platform if they disagree with your rejection. The platform may initiate an arbitration process. You may be asked to provide supporting documents during the investigation.

Example of a successful return and refund approval processFor more information, please view the Customer Order Cancellation, Return and Refund Guidelines and After-Sale Dispute Escalation Handling Guidelines.