finish it here
Approve, refund or decline,with reasons TikTok accepts.
One form beside the conversation. Choose the outcome, see the number, confirm. No trip to Seller Center.
the problem today
Guesswork costs money.And trust.
Guessing at refund amounts is how trust gets lost.
Hard-coded decline reasons eventually send one TikTok rejects, and agents judge whether a mug arrived smashed from a link, not a photo.
And a click delivered twice can pay the same refund twice.
how it will work
Five commitments.
- 1Show the number before committingWe ask TikTok what the refund comes to and show it before anything is written.
- 2Decline reasons from TikTok, per caseThe valid reasons depend on the case and its state, so we fetch them instead of keeping a list.
- 3Show the evidence, don't link to itBuyer photos and video appear inside the panel.
- 4Make double actions impossibleEvery action that moves money is guarded against being applied twice.
- 5Approved isn't paidWe keep watching until the buyer has the outcome, and note each change on the conversation. A refund that fails becomes visible work.
“arrived damaged” 2 photos
- Approve the returnbuyer sends it back
- Approve, buyer keeps itno return postage
- Offer a partial refundbuyer can decline
- Declinereason required
eleven, each with its own switch
The case actions.
These are TikTok Shop's case actions. The three riskiest start off until you switch them on, and switching any one off removes it everywhere at once.
| Action | What it does |
|---|---|
| Approve cancellation | The buyer's cancellation goes through |
| Decline cancellation | With a reason from TikTok's list for that case |
| Approve return | TikTok issues the return label |
| Decline return | With a reason from TikTok's list |
| Refund without return | Money back, item not requested |
| Buyer keeps the item | Refund with no return postage |
| Offer a partial refund | An offer: the buyer can decline it |
| Approve replacement | Send another instead of money |
| Confirm returned goods arrived | The step after the parcel comes back |
| Open a cancellation for the buyer | When nothing was filed |
| Open a refund for the buyer | The goodwill path when no case exists |
yours to set, when it ships
What you control.
- Each of the eleven actions has its own switch. The three riskiest start off until you turn them on.
- Who may resolve how much arrives with guardrails: ceilings per person and per shop.
fair is fair
If something goes wrong.
- If the case changed since the agent opened it, we re-check TikTok's live state on click. If the action is no longer allowed, the panel says why and nothing is sent.
- If TikTok can't calculate the refund, the action is disabled with the reason. We don't show an estimate.
- If two agents open the same case, the second to act is told it was already resolved, and by whom.
- If a refund fails, the conversation gets a note and the case moves to a failed state you can filter on.
boundaries, on purpose
What this does not do.
No bulk approval
Every concession is one decision by one named person.
No coupons or store credit
Refunds, returns, replacements and cancellations only.
No operations
No marking orders shipped, printing labels, or changing stock or prices.
No AI deciding alone
Fin may use these actions later, and only within limits you set.
short answers
Questions about resolving.
No. It's an offer, and the buyer can decline it.
The outcome appears on TikTok's own order page and notices, and your agent can reply in the chat as usual.
No. Seller Center stays the place for your shop. This covers the work in the middle: seeing a case and finishing it from Intercom.
goes well with
Related.
Finish the casewhere you answered it.
Messages work today. Approve, decline and refund is next, and the shops that join now get a say in what ships first.