TikTok returns and cancellations

When a buyer asks TikTok for a refund, a return or a replacement, or asks to cancel an order before it ships, the request lands in LASI under Returns in the sidebar. LASI pulls the requests from your TikTok shop every hour, and within seconds when TikTok tells it something changed. Press Check now at the top of any Returns screen to pull straight away.

TikTok gives you 48 hours to answer each request. If nobody answers in time, TikTok approves it for you and refunds the buyer. The point of the Returns area is that no request runs out of time without someone deciding, and that the person deciding sees everything LASI knows: what the buyer says, the photos they sent, which stickers were in the box, who sealed it, and whether the package has come back yet.

It also covers the other end: the Returns desk, where the warehouse scans a package that came back, checks each item, takes photos and puts the good items back in stock.

Every Returns screen sits in one frame with the same title, the same Check now button and one tab strip. You only see the tabs your role can use. If your role has only one of them, you get that screen on its own with no tabs.

• Customer service lands on Returns when they sign in. They answer requests and mark whose mistake a return was, but never see the desk, analytics, the Mistakes tab or the order tools.
• Staff see Returns desk in their sidebar and nothing else of Returns. They never see a refund amount or what an item cost.
• Hosts have no Returns screens.
• Refund amounts are shown only to people who can decide: customer service, managers and admins.

The To do and Cancellations tabs carry a badge with how many requests are waiting. It turns red when one of them is already overdue.

Open Returns. Across the top are five stage cards, in the order a return moves through them. Each card shows how many returns are at that stage, and clicking a card filters the list below to it.

trylasi.com/returns

A sixth card, Other, appears only when TikTok sends a status LASI has not seen before. Open those returns to check them.

The three lists under Needs you

Needs you is three different jobs, so it is three lists. Work down the page.

Under the last list, a line such as 12 more are still in the mail counts the packages that have not arrived. They are under On its way back.

Giving the final answer from the list

1. 1In Checked in — give your final answer, press Decide on a row.
2. 2On the left, read What the desk found: each item with its mark (a bundle is listed item by item), the desk's note and photos, and what the buyer wrote. The buyer's photos and the full story opens the whole return.
3. 3On the right, the answer is already on what LASI suggests, filled in: for example Approve the returned package — refund in full, with "Refunds $80.76 to @buyer". Back shows every other choice TikTok allows.
4. 4Press Send to TikTok. A refund over your refund limit asks you to confirm first.
5. 5The row leaves the list, and a green line at the top of the page says what was sent.

Reading a row

A row says what, who, why and how much, and nothing else: the sticker numbers and the listing, the buyer, what they want (Refund only, Return & refund, Replacement) and their reason, and the refund amount. On the left is the countdown (under Needs you) or the date the return last changed. The order number and who opened the request are on the return itself; the search still finds a return by either.

• Each list is sorted soonest deadline first.
• The countdown chip turns amber at your first alert time (12 hours by default), red at your urgent time (3 hours by default), and says overdue once the clock has run out.
• A chip like 2 returns from this buyer flags repeat returners. It turns red at three.
• On the other stages, once someone has marked whose mistake a return was, the row says so in a chip, such as Kate · Wrong size said, Packer · Wrong item, Carrier · Damaged in shipping or Nobody: the buyer.
• Use the search box (Search order, buyer, sticker…) to find a return. It searches inside the stage you picked, so try another card if nothing shows.

If buyers are asking to cancel orders, a yellow note above the cards says so, with a link to answer them.

Opening a return re-reads it from TikTok, so you never decide on an hour-old status. Refresh from TikTok reads it again at any time, and ← Back to the list takes you back to the stage and search you were on.

trylasi.com/returns/…

• What the buyer says — their reason, their note in their own words, and the photos and videos they attached. The photos come live from TikTok each time you open the page; if TikTok does not hand them over, press Refresh from TikTok. Below that are the returned items with their sticker numbers and, for people who decide, what the buyer asks for (items, shipping and tax), plus the return tracking number once they ship.
• The package at the desk — once the Returns desk has checked the package in: each item's condition (a bundle is listed item by item), the desk's photos and note, and what LASI suggests you do. The Decide panel then opens on that suggestion.
• What we sent — the show, then side by side Sold on air by (the host on air when the item sold, from the show's host switches; on a shared show each host with their stickers) and Packed by (the packer who sealed the box, for admins and managers), then the stickers that were in the box and the box with its tracking number. Open the show's bench jumps to that show's packing bench. A return LASI did not pack still names the host when its order came from a show's linked stream.
• What the LIVE showed — when you use sale snapshots, a still of the stream at the moment each of these items sold. Useful evidence in a dispute.
• Replacements for this order — any replacement request already filed for the same order, so the buyer is not refunded and replaced for the same problem.
• This buyer's other returns — their history, each one clickable.
• Timeline — every step TikTok recorded, who took it, and any note or photos.

The right column (first on a phone) says what TikTok is waiting for and by when, holds the Decide panel, then Whose mistake was it? (see Marking whose mistake it was), and lists the status, any dispute, how the return ended, and who answered it. Deadline history shows each time TikTok moved the deadline.

Admins and managers also get The whole order, which opens the order on the Refund or cancel an order tab.

The Decide panel offers only what TikTok allows for that request at that moment. LASI asks TikTok each time you open it, so a choice TikTok would refuse never appears.

The same panel is in four places, so you can answer wherever you are:

• on the return's own page,
• in the To do tab, by pressing Decide on a package that is checked in,
• on the Returns desk, by pressing Decide now on a finished package,
• in the iPhone app, on the package's screen (Your answer).

When the Returns desk has checked the package, the panel opens on what LASI suggests from what the desk found, already filled in. You still read it and press Send; LASI never sends an answer for you. Back shows the other choices.

trylasi.com/returns/…

1. 1Open the return and pick a choice in Decide.
2. 2Fill in what it asks for: the amount for a partial refund, TikTok's reason (the buyer sees it) for a rejection, and an optional A note for TikTok.
3. 3For a rejection or partial refund, pick the photos to send (up to 5). Photos from the Returns desk are offered; Add a photo adds your own, and a screenshot works.
4. 4Read the grey summary. It says exactly what will happen, for example "Refunds $32.50 to @buyer".
5. 5Press Send to TikTok. While sending is switched off, the button reads Dry run instead and nothing leaves LASI.

Every decision made in LASI is listed under Decided in LASI at the bottom of the panel, with who made it and how it ended.

What each result means

Some returns are nobody's fault: the buyer changed their mind. Some are the shipping carrier's: the parcel was lost, crushed or late. Others are a mistake someone on your team made: the host did not mention a stain, the host said the wrong size, or the box was packed with the wrong item. When you read a return, you can say which it was. Those marks are how your managers see which hosts and packers cause the most returns and refunds, on the Mistakes tab.

1. 1Open the return and read what the buyer says, their photos, and What the LIVE showed if you have it.
2. 2In the right column, under Whose mistake was it?, press The host, The packer, The shipping carrier, Someone else on the team or Nobody's fault.
3. 3For the host, pick them under Which host. LASI lists first the host who was on air when these items sold (from the show's host switches), with their sticker numbers. For someone else, pick who it was from your team.
4. 4Pick What went wrong. If it was Something else, write what in the Note.
5. 5If the return has several items and only some were the mistake, tap their sticker numbers under Which items. Leave them all off for the whole return.
6. 6Press Save.

The packer is the one who sealed the box

You never type a packer's name. When you mark a packing mistake, LASI puts it on the packer who sealed that box at the packing bench. Customer service sees "The packer who sealed the box"; admins and managers see the name. If nobody was clocked in at the bench when the box was sealed, or the order was not packed in LASI, the mistake is still counted as a packing mistake with no name. An admin or manager can name the packer in that case under Someone else packed it?.

One mark of each kind

• A return can be the host's AND the packer's mistake, and the carrier's too (a box packed badly and then crushed). Each has its own mark.
• Marking the host again changes the host mark rather than adding a second one. Change does the same; Remove takes a mark back.
• Nobody's fault stands alone: saving it takes back every other mark, and marking anyone (the carrier included) takes back "nobody".
• LASI may pre-select a choice from the buyer's reason (for example "Wrong item was sent" points at the packer), but nothing is saved until you press Save. A reason like "Damaged item or packaging" suggests nothing, because it could be the packer, the carrier or a flaw the host missed.

Your admin sets a Customer service refund limit (default $25, compared against the buyer's full refund — items, shipping and tax). It changes what happens when a refund is bigger than that:

• Customer service: the button reads Ask an admin. Nothing is sent. The refund waits for an admin, and every admin is pinged.
• Managers and admins: you are asked to confirm ("This refunds $40.00, over the $25.00 limit for customer service. Send it?") and press Yes, refund $40.00.

Refunds waiting for approval show at the top of the To do tab. Admins see Refunds waiting for your approval and press Review to open the return, then Approve and send, or Decline with a note the requester sees. Customer service sees Your refunds waiting for an admin and can Withdraw one.

Every business starts with LASI watching only. While it is, every deciding screen shows the banner "LASI is watching only", the Decide panel shows Dry run — sends nothing, and a decision tried in LASI is checked with TikTok exactly as a real one would be, recorded, and never sent. That lets you compare LASI's suggestions with what your team decided in Seller Center before trusting it with real money.

trylasi.com/returns/settings

1. 1Open Returns → Analytics and read the Shadow report at the bottom: it compares the dry runs and the Returns desk's suggestions with what your team actually decided.
2. 2Open Returns → Settings (also at Settings → Integrations → TikTok returns).
3. 3Under Send decisions from LASI, press Turn on….
4. 4Read the confirmation, then press Turn on.
5. 5Tell the team to stop deciding in Seller Center, and make your first few live decisions together.

Switch off turns it back off at once; nothing needs to be undone.

Open Returns → Settings. Everything here is saved as soon as you press its button or tick its box.

The TikTok webhook section shows when LASI last heard from TikTok (Last webhook, Last sync, Timelines) and any error. If Last sync is old, press Check now.

Who is pinged

• A new request: customer service (if the setting above is on).
• The first deadline alert: whoever decides — customer service, or managers if you have none.
• The urgent alert: every manager and admin too.
• A refund over the limit: every admin.
• A package the desk has finished checking: customer service.
• A package TikTok says was delivered but nobody has checked in, with a day or less left: managers.
• A buyer asking to cancel: customer service, and managers when the box is already sealed.
• A request TikTok approved on its own after 48 hours: managers and admins.

Pings appear in the bell and as a push on the iPhone app. A ping that reaches anyone but an admin never carries a dollar amount.

A buyer can ask to cancel an order before it ships. Open Returns → Cancellations. Waiting on you lists the requests TikTok is waiting on, soonest deadline first; Last 30 days shows the rest.

The column that decides the answer is The box: where that order stands on the packing bench.

1. 1Press Answer on the row.
2. 2Choose Approve the cancellation or Reject the cancellation (a rejection needs one of TikTok's reasons).
3. 3If you approve and the box is not sealed yet, tell the packer the numbers shown ("#63 must not ship").

Boxes the bench is holding

When TikTok cancels an order after its label reached LASI, the packing bench stops that box. A box whose every order was cancelled never ships from the bench: take it to the Returns desk and scan the label, which checks it back in and returns the items to stock. A box where only part was cancelled (several orders on one label) waits until someone takes the cancelled items out and presses Clear the box, with a short note of what was done. The note shows on the bench.

See Packing orders for what the packer sees.

Sometimes you need to refund or cancel an order the buyer has not asked about: you are out of the item, or you shipped the wrong thing and want to make it right first.

1. 1Open Returns → Refund or cancel an order.
2. 2Type the TikTok order number and press Look up. LASI reads the order live from TikTok: the items by sticker, what the buyer paid, any requests already on it, and its box on the bench.
3. 3Under Act on the order, pick Refund or Cancel. Either reads "(not allowed)" when TikTok will not allow it.
4. 4Tick the items, pick TikTok's reason (the buyer sees it), and for a refund optionally type a smaller amount under Refund less than TikTok's amount (optional).
5. 5Check the summary, which shows TikTok's own amount, then press Refund $… or Cancel the order (or Dry run while sending is off).

A refund over the customer service limit asks you to confirm. Recent refunds and cancels (dry runs included) are listed under Recent seller refunds and cancels.

The Returns desk is a computer with a USB barcode scanner, like the packing bench. Open Returns → Returns desk (staff: Returns desk in the sidebar). There is no box to click into: scan anywhere on the screen.

trylasi.com/returns/station

1. 1Press Who is at the desk? and type your first name, so the record says who checked it in.
2. 2Press Pick a printer once on this computer, so slips and shelf tags come out here.
3. 3Scan the carrier label on the returned package (USPS, UPS or FedEx). You can also scan the TikTok order number or a LASI sticker on an item inside, or type any of them into the box and press Look up.

What happens next depends on what LASI finds:

The side panel is the desk's to-do list, in the order the work goes:

• Needs your answer (admins and managers) — packages that are checked in and only need the answer for TikTok. Each says what LASI suggests and shows TikTok's clock. Open one and press Decide now.
• Being checked — scanned, not finished yet.
• Delivered, not checked — TikTok's clock is running on these, so they should be at the warehouse. Find them and scan them, or press Check in without a scan. A line under the list counts how many more are still in the mail.
• Needs a bin — like-new items LASI could not trace to a sale.
• Waiting for a decision (staff) — finished; the people who decide returns have been told.
• Answered, waiting on the buyer or TikTok (admins and managers), Unmatched shelf and Decided lately.

An open package lists every item that should be in the box, each with its sticker number. For each one, tap what you found:

When a package has several items to check, Mark all like new at the top marks every one in one tap. Change any single item afterwards. For the whole package there are two more buttons: Empty box and Not our package. Each item and the package can carry a note.

Bundles: mark each item

TikTok lists a bundle as one line, but a bundle is several things in a box. LASI shows them one by one, so two blankets can go back into stock while the third is marked damaged.

• A bundle LASI has the sale for (a sticker show, for example) opens as Bundle · 3 items — mark each one, with every item named. Mark each one on its own.
• A bundle LASI has no sale for (the show sold off bins, or the box was not packed in LASI) opens as one line that says LASI has no sale on file. Mark it Like new, press Pick a bin… and choose the bin it goes back to, then set How many of this came back? with the − and + buttons.
• Press + Add another item from this package for each different item in the bundle: pick its bin and set how many. Each added item can be marked, given a note, or taken off again with Remove this item.

Photos

Finish needs one photo of the package, plus one of every item that is not like new (up to 12 per package). Take them with Webcam, Upload a file, or press Phone: a QR code appears, you scan it with any phone's camera, and the photos you take there appear on the desk as they arrive. The code works for 15 minutes, for that package only, with no login.

Finish

Press Finish checking (staff: Finish — send for a decision). The button stays disabled, with a list of what is missing, until every item is marked and the photos are there. Finishing:

• puts every like-new item back into the bin it was sold from, at what that sale cost (so your stock value does not drift),
• works out LASI's suggestion (for example, a partial refund for the like-new share, or a rejection with photos when the box came back empty) and tells customer service the package is back,
• prints the return slip, if your admin turned that on.

Then the answer

If you can decide returns (admins, managers and customer service), you do not have to go anywhere else. On a finished package press Decide now: the decision opens over the desk, already on what LASI suggests. Press Send to TikTok, then Close. The package moves to Decided lately. Staff cannot decide; for them the package says the people who decide have been told.

If LASI cannot tell which sale a like-new item came from, it asks Which one is it? (pick the box line) or Which bin does it go back to? (press Pick a bin…). Those items also collect under Needs a bin.

• Undo — take it back out of stock reverses a restock done by mistake, until TikTok has decided the return.
• Void removes a package checked in by mistake (a reason is required). It can be scanned again afterwards.
• Print slip reprints the slip (Open slip when no printer is set up).

Items that come back unusable are not written off the moment you mark them, because TikTok might still side with you. They are written off, at what the sale cost, once TikTok refunds the buyer. LASI checks for refunds every hour; Check refunds on the desk checks now.

• An item that came back damaged, used or missing, on a return TikTok refunded: written off.
• A refund-only request refunded in full: the items the buyer kept are written off as kept by the buyer.
• A rejection that stands, or a return whose package never reached the desk: nothing is written off.
• A box that came back undelivered: its unusable items are written off straight away.

These rows appear on the Losses page (Inventory → More → Losses, type Customer return; admins also under Finance → Costs → Losses) and in the P&L on the Inventory shrink line, which comes off net profit. Only refunds completed after your business started using this appear, so turning it on does not flood the page with history. Deleting one of these rows on the Losses page also stops LASI writing that item off again.

Open Menu → Returns desk in the iPhone app. Its badge counts what is waiting: packages to check in and, for admins and managers, packages that only need an answer.

• Point the camera at the return label. A UPS label has two barcodes; LASI sends the tracking number, not the ZIP code beside it. You can also tap the keyboard button and Type it in.
• A match opens the package on its own screen: the same five marks, Mark all like new, Put it back in stock, Pick a bin…, Undo — take it back out of stock, Void and Print slip.
• A bundle is marked item by item, exactly as on the web: set How many of this came back? with − and +, and tap Add another item from this package for each different item.
• Photos come from the phone itself: Take or Choose. A photo taken from an item's row is tagged with that item. Tap a photo to see it; hold one to remove it.
• The bar at the bottom of the screen always says what is next. While you check, it names what is still missing and holds Finish checking (staff: Finish — send for a decision). Anything you typed but did not save is kept when you press it.
• Slips print on the printer this phone picked — the same one the phone's packing bench uses.

Answering from the phone

Admins and managers give TikTok the answer on the same screen. After Finish checking, the bar reads Give your answer and the Your answer card appears under the package:

1. 1The choices TikTok allows are listed as buttons. The one LASI suggests from what you just marked comes first, tagged LASI SUGGESTS, with the refund amount.
2. 2Tap a choice. A sheet says exactly what will happen, for example "Refunds $80.76 to @buyer". A partial refund asks for the amount, a rejection for one of TikTok's reasons, and either one offers the photos you took.
3. 3Tap Send to TikTok. A refund over your refund limit asks Yes, refund $80.76 first.
4. 4The package says Decided and leaves the desk's Needs your answer list.

On the desk's list, Needs your answer is first: every package that is checked in and waiting for you, with what LASI suggests and TikTok's clock. Tap one to answer it. Staff do not get the answer card; their finished packages are handed to the people who decide.

Open Returns → Analytics and pick 30 days, 90 days or 6 months. The figures at the top:

• Requests — how many came in, how many counted, how many are still open.
• Refunded and Saved by decisions (won rejections and partial refunds buyers took).
• Dispute win rate — won and partly won over the disputes TikTok has settled.
• Median answer and Answered within 48 h — only your team's own answers count.
• Answered by TikTok for you — each one is a refund nobody chose, because the clock ran out.
• Waiting on you now.
• Return labels paid — admins only.

Below are charts: requests over time (the orange part is what TikTok approved for you), why buyers return, how they end, how fast your team answers, who decided, request type, who opened it, and breakdowns by show, host, product and the packer who sealed the box. Repeat buyers lists anyone with two or more counted returns. The Shadow report compares LASI's dry runs and desk suggestions with what your team decided, which is the evidence for turning sending on.

When you reject a return, the buyer can appeal to TikTok, and TikTok decides who is right. Returns → Appeals collects every appeal, so you can see how often you win, why TikTok decides the way it does, and which answers hold up. Pick 30 days, 90 days, 6 months or 1 year; an appeal counts on the day the buyer made it.

• You win and The buyer wins: your share of the appeals TikTok ruled on, and what was refunded on the ones you lost. Still with TikTok counts the ones not decided yet.
• TikTok rules in: the usual time from the appeal to TikTok's answer. Some come back within the hour, which usually means TikTok ruled on what it already had.
• Why TikTok sided with you and Why TikTok sided with the buyer: TikTok's own reason on each ruling, most common first. A loss reading "the required proof is not provided on time" means TikTok asked for proof and none was sent before its deadline.
• What you attached, The reason you picked, What the buyer said was wrong and Request or package: your win rate split each way, so you can see, for example, that rejections with a video win more often than ones with photos only, or which buyer reasons are rarely worth fighting.
• Answers that won: what you wrote to TikTok on rejections that held up. Reuse what works.
• Every appeal: each one as three boxes, your rejection (reason, note, photos and videos), the buyer's appeal, and TikTok's ruling with its reason. Filter by Won, Lost or Deciding; each opens its return.

Open Returns → Mistakes and pick 30 days, 90 days or 6 months. It counts every return requested in that range that someone marked (see Marking whose mistake it was).

• Returns marked — how many of the range's returns someone has marked. A low number means the rest have not been looked at yet.
• Someone's mistake, Refunded on those (what TikTok refunded on them), The shipping carrier (with what was refunded on those, which is what a carrier claim is for) and Nobody's fault.
• Host mistakes, Packing mistakes and Other team mistakes — one row per person, most returns first, with what they refunded and what went wrong ("Flaw not mentioned ×5 · Wrong size said ×4"). Packer not known collects packing mistakes on boxes sealed with nobody clocked in.
• What went wrong, The shipping carrier and Nobody's fault — the mistakes and the reasons, most common first.
• Marked returns — every mark, newest first, with who marked it and the note. Click a name in a table to see only theirs; each return opens from here.

Open Returns → Packing accuracy. It lists returns traced to the box LASI packed, with the stickers, the show, the buyer and Sealed by — the packer who closed that box. Pick 7 days, 30 days or 90 days, and Packing reasons (wrong, missing and damaged) or All reasons.

On a return, the Replacements for this order section has File a replacement. It opens a new replacement request already filled in with the order number, the buyer's handle, the items and what went wrong. Add the buyer's name and address and send it for review.

Each side shows the other: the return lists replacement requests on its order, and the replacement request lists TikTok's returns on its order, so nobody refunds and replaces for the same problem. See Replacement requests.