Refunds in chat for TikTok Shop

Yes. AeroChat answers refund requests in TikTok Shop buyer chat. It tells the buyer how to request the refund from the order in the TikTok app, which reason to choose and what photos to attach, collects the order number and photos for your team, and explains where to follow the refund. The refund is decided and paid in TikTok Shop.

This recipe handles “I want a refund” and “where is my refund?” in TikTok Shop buyer chat. Part of TikTok Shop and AeroChat. For TikTok Shop’s own deadlines, see returns on TikTok Shop.

What happens today

Refund chats come in two kinds. Some buyers want their money back for a damaged, wrong or missing item. Others filed a request days ago and want to know where the money is. Both expect a reply fast. A buyer who gets no answer often files with the wrong reason and no photos, which leaves your team with a weaker case.

The flow that works

A buyer asks for a refund, or asks where their refund is, in TikTok Shop buyer chat.
AeroChat asks for the order number and what happened.
For a new request, it explains how to request the refund from the order in the TikTok app, which reason to choose and which photos to attach.
For a damaged, wrong or missing item, it collects photos and hands the chat to your team.
For a refund already in progress, it explains your review time and that the progress shows on the request in the TikTok app.
If the wait is longer than your limit, it hands the chat to your team.

What it looks like in TikTok Shop buyer chat

Buyer: Got the wrong shade. Refund please. (example)

AeroChat: Sorry about that. Could you send your order number and a photo of the shade label on the box? You can request the return and refund from this order in the TikTok app. Please choose the reason for a wrong item and attach the same photo.

Buyer: 5770133207 (example). Here is the photo.

AeroChat: Thank you. I have passed it to our team, and they will review your request today.

Behind the reply: AeroChat followed your refund policy, collected the order number and photo, and handed the chat to your team.

The recipe

Copy this into AeroChat

When a buyer in TikTok Shop buyer chat asks about a refund, follow these steps.

Ask for the order number and what happened.

For a new request, explain how to request the refund from the order in the TikTok app, which reason matches what they told us, and which photos to attach.

If the item is damaged, wrong or missing, ask for photos, then hand the conversation to our team with a one-line summary.

If the request is already in progress, tell them how long we take to review it from our refund policy and that they can see its progress on the request in the TikTok app.

If they have waited longer than our policy says, apologize and hand the conversation to our team.

Never approve or reject a refund. Never promise a refund or a date. Never ask for bank details, offer a refund outside TikTok Shop or send outside links. Reply in the buyer’s language.

Add your refund policy and your review times to AeroChat’s knowledge before you paste it.

What stays in TikTok Shop

AeroChat handles the conversation and collects the evidence. The refund request, the decision and the money stay in TikTok Shop, and your team decides in Seller Center.

What to connect

Your TikTok Shop. Connect it from the AeroChat dashboard. TikTok Shop sets its own approval steps for chat access, and our team takes you through them. See TikTok Shop and AeroChat.
Your refund policy. What you refund, what you need to see, and how long you take to review.
Your team. Handover goes to whoever handles refunds in Seller Center, with the order number and photos in the conversation. See live chat handover.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left to switch on: connect your shop, add your knowledge, link your Sheet if the recipe uses one, then switch it on.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which reasons AeroChat tells buyers to choose for each kind of problem.
How long a refund can wait before it goes to your team.
What photos you ask for, by product.

The result to expect

Buyers know exactly how to ask for their money back and where to follow it, and your team gets every damaged or wrong item with the photos already attached.

Measure it with your own numbers: refund disputes and late responses in Seller Center, for a month before and after.

The same workflow on your other channels

This recipe runs in TikTok Shop buyer chat and, with the same knowledge, on WhatsApp, Instagram, Messenger and your web chat. On those channels it can also act in your own store. See refunds across your store and chat channels.

Selling on more than one marketplace? The same workflow for Lazada, Shopee.

Questions

Can AeroChat refund a TikTok Shop buyer?

No. Refunds for TikTok Shop sales are requested, decided and paid in TikTok Shop. AeroChat explains the steps, collects the evidence and passes it to your team.

Can AeroChat see the refund status?

The buyer sees the progress on the request in the TikTok app. AeroChat explains your review times and hands long waits to your team.

What about refunds on my own store?

On your own store, AeroChat can check and issue refunds within the limit you set. See refunds in chat.

Answer refund questions in TikTok Shop buyer chat before they become disputes

Connect your TikTok Shop, add your refund policy, paste the recipe, and send a test refund question.

Start your 7-day free trial. No credit card needed.

See plans.

On Shopify? Install AeroChat from the Shopify App Store.