Returns & Refunds Management

Returns & Refunds Management

The TikTok Returns & Refunds section allows you to monitor and manage all return requests raised by customers on TikTok Shop. This section gives you complete visibility into product returns, combined return–refund requests, and TikTok’s final decisions. 
This module helps you: 
  1. Track product return requests
  2. Monitor customer return reasons
  3. View TikTok’s return and refund decisions
  4. Maintain accurate reconciliation records 
Use the Account View dropdown to select the TikTok Shop account whose return data you want to review.
If you see the message: 
No Active/Valid Accounts Found 
It means: 
  1. Your TikTok Shop account is not connected
  2. Authorization has expired
  3. The account is disabled 
Please reconnect your TikTok account from the Configuration section to proceed. 

Sync Returns 

The Sync Returns button pulls the latest return requests and updates their statuses from TikTok Shop into your Magento system.
Use this button when:
  1. A customer submits a new return request
  2. The return status changes in TikTok Seller Center
  3. You want the freshest return records for review 
Best practice: Sync returns daily during active order periods.

Returns & Refunds Page Grid 

Each row in the grid represents a single return request raised on TikTok Shop.
  1. Marketplace Return ID: Unique return request ID generated by TikTok.
  2. Marketplace Order ID: The TikTok order associated with the return.
  3. Account ID: Shows the TikTok Shop account under which the order was placed.
  4. Type: Defines what kind of request it is:
    1. Return – customer is returning the product
    2. Refund – refund without item return
    3. Return & Refund – both return and refund together 
  5. Status: This is your Magento-side return/refund processing status. It includes:  
    1. Requested: Return request newly created and waiting for review
    2. Pending: Return is under review or awaiting shipment
    3. Accepted: TikTok has approved the return
    4. Refund: The return process has closed successfully after the refund
    5. Rejected: Return request was declined 
  6. Marketplace Status: Displays TikTok’s real-time decisions
  7. Reason: The customer’s selected reason for initiating the return
  8. Created At: Date and time when the return was raised on TikTok Shop.
  9. Updated At: Most recent timestamp of change from TikTok.
  10. Return/Refund Data: Click the icon to view detailed case information
  11. Actions

How the Return & Refund Flow Works 

  1. Customer raises a return/refund request on TikTok
  2. Request appears inside TikTok Returns & Refunds
  3. Status remains: 
    1. Requested → Pending → Accepted → Completed / Rejected
  4. Refund, if applicable, moves to the TikTok Refunds section

Best Practices 

  1. Sync returns daily
  2. Review Accepted returns promptly
  3. Track the Reason column for quality issues
  4. Match the Marketplace Status before closing return cases
  5. Export data for audit and operations

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