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Managing returns and exchanges is part of the eCommerce journey, and if you're selling or promoting on TikTok, it’s important to understand how the return process works. Whether you're a TikTok Shop Seller or a TikTok content creator promoting affiliate products, here’s a quick breakdown of the process—and how EasyParcel fits into the picture!
TikTok Shop Sellers
In this part, we'll cover 2 types of TikTok Shop Sellers:
i) TikTok Shop Seller using TikTok's Logistics
If you're a TikTok Shop seller using TikTok's Logistics, TikTok will handle much of the logistics, including returns and exchanges. Here’s a quick guide to help you better understand the return and exchange process:
Check it out Managing Returns/Refunds to learn more in detail.
ii) TikTok Shop Seller using Seller Own Fleet (SOF)
If you're a TikTok Shop seller using your own fleet for deliveries, you are responsible for managing both the fulfillment and the returns process. Here’s a quick guide to help you better understand the return and exchange process:
Check it out Managing Returns/Refunds to learn more in detail.
If you're using your own fleet and managing deliveries through platforms like EasyParcel, you're responsible for arranging the return shipment.
You can arrange the return by creating a single parcel. Refer here for more details.
After creating a return shipment to receive the parcel from your buyer, you’ll need to verify the condition of the returned item and confirm the correct refund amount. You may refer to this Managing Returns/Refunds to check your refund status in the TikTok Shop Seller Center.
TikTok Content Creators
As a TikTok content creator who sells on TikTok and manages orders independently (not via TikTok Shop) and ships using your own courier, here's how you can handle a return or exchange if requested by your buyer.
Step 1: Receive the return/exchange request
If a buyer contacts you for a return, exchange, or refund, refer back to your store’s return policy or SOP to handle the request appropriately. Having a clear return policy helps you decide whether the request meets your eligibility, timeframe, and refund conditions, making it easier to process returns fairly and consistently.
Step 2: Arrange the return shipment
Once the return request is approved, you can proceed with the return shipping. There are two options available:
Option A: Buyer handles the return
Provide your return address to the buyer, and recommend the buyer to use EasyParcel for a cost-effective, paperless return, no air waybill needed.
Option B: You generate a shipping label for return purposes by using EasyParcel
You can follow the steps here to create a shipment. When filling out the shipment form, be sure to enter your buyer’s details as the sender and your own details as the receiver. This ensures the parcel is returned to you correctly.
Step 3: Inspect the returned item and process the refund or exchange
Once you receive your parcel, verify the condition of the returned item. After inspection, proceed based on the buyer's request. If the buyer requests an exchange, you can pack and ship the replacement items using EasyParcel. If the buyer requests a refund, confirm the buyer's preferred refund method and process the refund manually.
Still unsure? Our support team is here to help!
Reach out to us if you need guidance on managing returns via EasyParcel.