The pain: a refund request you didn't see coming, on a short clock
The order tracked fine and the carrier marked it Delivered. Then the buyer opens a refund-only request with the reason "Package was not received". TikTok's policy says customers can do this "after the order status is marked as delivered if the customer is unable to locate the delivered package." For you this means three risks: the refund is taken from your account, the order counts against your shop metrics, and missing the review window means TikTok decides for you.
TikTok counts "packages marked as delivered but not received by customers" as order defects in your Non-Buyer-Fault Return and Refund Rate (NBFR), measured over the last 60 days and part of your Shop Performance Score. A high NBFR "may also trigger additional enforcement, such as reduced product visibility or traffic restrictions" (same policy).
The deadlines (sourced)
| Situation | Your window | If you don't act |
|---|---|---|
| "Package was not received" refund-only request, Seller Shipping, item $100 or less | 2 business days | TikTok Shop may auto-approve; refund comes from your account |
| Same, item over $100 | 4 business days | May auto-approve |
| Same, TikTok Shipping order | 2 / 4 business days (same price split). For eligible 4PL orders TikTok reviews the case itself and you don't need to approve or reject unless asked | May auto-approve; you can appeal to Customer Service |
| Fulfilled by TikTok (FBT) order | TikTok may review on your behalf | If approved, TikTok says the seller is reimbursed within 1-14 business days |
| Buyer asks for a replacement without a return because it was "delivered but not received" | 1 business day (excluding weekends) | TikTok may auto-approve the replacement |
| Order still in transit, undelivered 2 calendar days after the estimated delivery date (EDT+2) | Customer Service may open the request | May be auto-approved without your review in eligible cases; if it's delivered later you may appeal |
| In transit and undelivered 6 calendar days after the estimated delivery date | Non-electronics $100 and under: auto-approved. $100.01 and above: you approve manually within 4 business days | See the policy's table for electronics ($60 / $100 bands) |
Source: TikTok Shop US Customer Order Cancellation, Return, and Refund Policy, sections "Refund or Return Basic Principles", "Item Replacements for Orders Without a Return", "EDT+2 Refund-Only Requests" and "Products Not Received". These are US rules. UK (GB) Seller Center has its own policy pages and windows; we did not verify the UK numbers, so check your UK Seller Center before relying on them.
The free, native steps in Seller Center
- Find it fast. Requests sit under Orders → Manage Returns (the policy points appeals to "Orders - Manage Returns"). Check this daily in Q4; a 2-business-day clock is short.
- Check the shipping type. FBT: TikTok handles it. TikTok Shipping 4PL: TikTok may review it itself. Seller Shipping: it's on you.
- Message the buyer through TikTok Shop chat. Ask them to check the address on the order, mailbox, porch, side doors, neighbours and household members. Keep it factual and in-app; TikTok prohibits moving buyers off-platform.
- Pull your proof before deciding. Tracking with the delivered scan, carrier proof-of-delivery photo or signature, GPS/location if the carrier gives it, your packing/warehouse scan and the label.
- Decide inside the window (table below). If you approve, TikTok says you "can raise a claim to the external carrier". If you reject, the buyer is notified and can appeal to TikTok Shop Customer Service.
- Appeal TikTok's decision if it goes against you and you have proof, from Orders → Manage Returns.
The evidence pack TikTok asks for
For not-received appeals, TikTok's policy lists:
- Evidence the package was handed to the correct carrier;
- Carrier or shipment details: dispatch date, time and location;
- Materials showing the product's quantity, condition when packed, and any package seals;
- A screenshot of the customer's feedback that includes the Order ID;
- If you believe it was delivered: shipping labels, receipts, photos or videos of the delivery.
TikTok "reserves the right to request any additional documentation" and "all decisions are final at the discretion of TikTok Shop". Practical tip: photograph or video every high-value pack-out with the order ID visible, and save the carrier POD the day it's delivered, not the day the request lands.
One rule to know: the policy says a customer who has already confirmed receipt "should not raise a Return or Refund request using the reason 'I haven't received the package'", and if you believe the buyer is abusing the function, you can appeal. Don't pressure buyers to confirm receipt; TikTok excludes cases where the seller misled them.
Refund, fight or reship?
| What you have | Usual best move | Why |
|---|---|---|
| No proof of delivery (no photo, no signature), low-value item | Refund, then file a carrier claim if you shipped Seller Shipping | An appeal without proof is weak, and a lost dispute still costs you. Rejections that fail feed your Invalid Seller Rejection Rate (TikTok requires 20% or lower). |
| Carrier POD photo at the right address, GPS match, buyer unresponsive | Reject with evidence, be ready for the appeal | You have what the policy asks for. |
| Delivered scan but photo shows wrong door / no photo, buyer is a good customer | Reship (accept the replacement request) or refund | Keeps the customer; replacement without return is a built-in option for "delivered but not received". |
| Still in transit past the estimated date | Contact the carrier, update the buyer, expect EDT+2 / +6 rules | TikTok may approve without you in eligible cases. |
| Same buyer, repeated "not received" claims | Reject with evidence and appeal; note the pattern | The policy lets you appeal when you believe the function is being abused. |
| Item over $100 | Ship with signature or photo POD next time | You get 4 business days, but evidence is what wins. |
This is our judgement, not TikTok policy. TikTok decides appeals at its discretion.
Prevention: fewer "where is it?" messages, fewer requests
Most "not received" requests start as "where is my order?" that nobody answered. Two cheap fixes:
- Proactive tracking updates. If you also run a Shopify store (many TikTok sellers sync orders from Shopify), a branded tracking page and delivery/exception emails catch the "stuck in transit" and "delivered to the wrong door" cases while the buyer is still talking to you. Track123 does tracking pages and shipping notifications for Shopify stores.
- Proof on the high-value orders. Use carriers with photo POD or signature for expensive items.
See Track123 tracking pages and alerts affiliate link
Same order, two fights? TikTok Shop "not received" requests are handled inside TikTok. But orders you sell on your own Shopify store can come back as card chargebacks ("product not received") from the bank. Disputifier automates chargeback responses for Shopify stores, so if card disputes are part of the same pain, it's worth a look.
See Disputifier for Shopify chargebacks affiliate link
Dual Shopify + TikTok sellers who want every "not received", lost or damaged claim on one board with photos and outcomes can use Claimify, our own Shopify app. It won't answer TikTok requests for you; it keeps the record you'll want when they repeat.
Log every not-received claim on one board (Claimify) Our own app affiliate link
Selling on Shopify too? See our delivered but not received guide for Shopify.
Who should skip the tools
- FBT sellers: TikTok handles logistics-related requests for Fulfilled by TikTok orders. Your job is mostly appeals.
- TikTok Shipping 4PL sellers with few cases: TikTok reviews eligible not-received cases itself. Watch Manage Returns and appeal when needed.
- TikTok-only sellers with no Shopify store: Track123, Disputifier and Claimify are Shopify apps. The native steps above are your playbook.
- Low volume: a handful of requests a month is a checklist job, not a software job.
Verdict
Treat every "Package was not received" request as a 2-business-day job (4 if the item is over $100): chat the buyer, pull proof, then refund, reject with evidence or reship before the clock runs out. Refund when you have no proof and file a carrier claim; fight when you have POD photos and handover records. Then cut the next one off early with proactive tracking (Track123) and, if card chargebacks hit your Shopify orders too, automate those (Disputifier).
Fight card chargebacks on the same orders (Disputifier) affiliate link
Policy facts from the TikTok Shop US Customer Order Cancellation, Return, and Refund Policy, opened 5 Nov 2026. Track123 and Disputifier are third-party apps (affiliate links); Claimify is our own app.