For a missing TikTok Shop order, use the order detail page first. Open order details and refund flow selecting Package was not received when offered. Seller Shipping, TikTok Shipping, and FBT have different responsibility paths.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Check the order record
Open order details and refund flow selecting Package was not received when offered. Seller Shipping, TikTok Shipping, and FBT have different responsibility paths.
Confirm whether the order shipped in several parcels, who sold or fulfilled it, and which carrier actually made the last scan.
Report the problem
- Save the order promise, tracking history, delivery photo, and any visible address mismatch.
- Use the support option linked from your signed-in order; describe the missing item and checks already made.
- Record the support case ID and ask which party will investigate or offer a replacement or refund.
Important conditions
- Seller 2/4 business-day review periods are not buyer filing deadlines.
| Procedure | Timing | Scope |
|---|---|---|
| TikTok Shop US delivered not received refund request | No universal numeric deadline; verify the current terms | US TikTok Shop buyer parcel marked delivered but missing |
| TikTok seller shipping review <=$100 | 2 business day from date refund request; verify the current terms | Seller Shipping order value $100 or less |
| TikTok seller shipping review >$100 | 4 business day from date refund request; verify the current terms | Seller Shipping order value above $100 |
A filing window is not a finding of eligibility or a promise of payment. Calendar days, business days, and calendar months are different.
If support cannot resolve it
Use the marketplace's order-specific escalation path when available. Review payment dispute terms separately; starting a carrier inquiry alone does not establish a payment dispute or refund eligibility.
Official next step
Open TikTok Shop official help ↗
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- TikTok Shop US Return/Refund Policy Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.