Returns and exchanges in chat for TikTok Shop

Yes. AeroChat answers return and exchange questions in TikTok Shop buyer chat. It tells the buyer whether the item can come back under your policy, how to start the return from the order in the TikTok app, and how to pack it. When they want a different size, it checks your size chart and stock and names the variant to order. The return itself is filed and decided in TikTok Shop.

This recipe handles “can I return or exchange this?” in TikTok Shop buyer chat. Part of TikTok Shop and AeroChat. For TikTok Shop’s own return deadlines, see returns on TikTok Shop.

What happens today

Most return chats start with a question, not a request. Can I return it? Can I get the other size? Does it need the box? If nobody answers, the buyer files the return anyway, often with the wrong reason, and the sale you could have kept becomes a refund.

The flow that works

A buyer asks about a return or exchange in TikTok Shop buyer chat.
AeroChat asks what is wrong with the item.
If they want a different size, it checks your size chart or compatibility list and your Stock Sheet, and names the variant to order.
It explains your return conditions in your words: condition, tags, packaging.
It explains how to start the return from the order in the TikTok app and which reason to choose.
For a damaged, faulty or wrong item, it collects the order number and photos and hands the chat to your team.

What it looks like in TikTok Shop buyer chat

Buyer: The hoodie from the LIVE is bigger than I thought. Can I change to S? (example)

AeroChat: Hi! Sorry it is too big. The S is in stock in the same color. Our policy is to return the M and order the S as a new order (example). You can request the return from this order in the TikTok app. Please send it back unworn with the tags on.

Behind the reply: AeroChat answered from your return policy and checked the S in your Stock Sheet.

The recipe

Copy this into AeroChat

When a buyer in TikTok Shop buyer chat asks to return or exchange an item, follow these steps.

Ask what is wrong with the item.

If they want a different size, check our size chart or compatibility list and our Stock Sheet, and tell them which variant to order. Explain our exchange policy in our own words.

Explain our return conditions: unused, tags on, original packaging.

Explain how to start the return from the order in the TikTok app and which reason matches what they told us.

If the item is damaged, faulty or wrong, ask for the order number and photos, then hand the conversation to our team.

Never approve or reject a return. Never promise a refund. Never send outside links or offer to sell outside TikTok Shop. Reply in the buyer’s language.

Add your return and exchange policy and your size chart to AeroChat’s knowledge before you paste it.

What stays in TikTok Shop

AeroChat handles the conversation. Returns, refunds and the new order stay in TikTok Shop, and your team decides each return 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 return and exchange policy, and your size chart or compatibility list. Paste them in or link the pages.
Your Stock Sheet. A Google Sheet with the count for each variant, so AeroChat only suggests what you can ship.

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

Whether a size swap is a return plus a new order, and how AeroChat explains it.
Which items cannot come back, such as opened cosmetics.
Which problems go to your team.

The result to expect

Buyers who want a different size or model hear which one to order straight away, and the returns that do come in are filed with the right reason and photos.

Measure it with your own numbers: returns filed with the wrong reason, and exchanges kept as new orders, 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 returns and exchanges across your store and chat channels.

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

Questions

Can AeroChat approve a TikTok Shop return?

No. Returns for TikTok Shop sales stay in TikTok Shop, and your team decides in Seller Center. AeroChat answers the buyer and collects the details.

How do exchanges work on TikTok Shop?

AeroChat explains your own exchange policy. A common setup is to return the item and place a new order for the right variant, and AeroChat names that variant.

What about returns on my own store?

On your own Shopify or WooCommerce store, AeroChat can start the return in the chat. See returns and exchanges in chat.

Keep the sale when the size is wrong

Connect your TikTok Shop, add your return policy and size chart, paste the recipe, and ask your own shop for an exchange.

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See plans.

On Shopify? Install AeroChat from the Shopify App Store.