How it works
Pick the situation
Late order, refund, wrong item, review or question. Each uses replies that fit that case.
Add the details
Order status and what the buyer said. Replies reuse your details so they read as personal.
Fill and send
Replace any [your answer] brackets. Never promise refunds or dates; TikTok Shop reviews return and refund requests.
Frequently asked questions
How fast do I need to reply on TikTok Shop?
Within 12 hours, including weekends and holidays. The 12-hour response rate replaced the 24-hour rate in 2025 and affects your Store Rating.
Can I promise a buyer a refund in chat?
Avoid it. Point buyers to the return/refund option on their order page. TikTok Shop reviews requests, and unanswered requests can be approved automatically.
What should I never say in TikTok Shop chat?
Do not ask buyers to pay or talk off-platform, do not offer rewards for good reviews, and do not blame the buyer.
How long do buyers have to request a return?
Often 15 days after delivery, and 30 days for some Mall orders, but it varies by market. Check your Seller Center.
Related free tools
Sources: TikTok Shop customer service communication requirements 2025 (BigSeller) · TikTok Shop return and refund process (BigSeller)