| Appeal Reason | Explanation | Evidence Required |
| Inaccurate Buyer Selected Reason | Buyer selected a return reason that misrepresents the actual reason for return/refund that should not be seller's fault. Message implies:• No longer needed• Bought by mistake• Did not authorize or recognize the order | Evidence and explanation of communication（e.g., screenshots, communication logs）where the buyer indicates their reason for return/refund is because they no longer need, bought by mistake, did not authorize or recognize the order.Make sure the evidence shows the Order ID, and that it is the same order as the appeal. |
| Buyer Perception Issues | Customers did not like the taste or feel of food/beverage products, or smell of fragrance products, and initiated returns and refunds, identifying them as defective. These products are typically non-returnable and stem from mismatched customer expectations. These return orders with subjective input from customers are eligible for appeals. | Evidence/Documentation showing screenshots of IM chats between seller and buyer, review comments, etc.Make sure the evidence shows the Order ID, and that it is the same order as the appeal. |
| Malicious Return/Refund | Customer initiates malicious/wrong return and refund requests as a fraud tactic or as an intentional measure to lower the shop's credibility with fake or fraudulent negative reviews or reasons for return and refund. | Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat, etc.; empty packaging with associated tracking ID）. |
| Logistics Issues | Carrier disruptions resulted in delivery delays and, in some cases, shipments were lost, misrouted, or damaged during transit. These carrier-related issues led customers to initiate returns due to late deliveries, Delivered but Not Received（DNR）claims, missing packages, and damaged goods. | Evidence/Documentation that shows the events that led to late delivery（e.g., warehouse issues, postal strikes and delays, natural disasters in the area）with date matching the timeline. |
| TikTok System Issue | System outage leading to wrong/missing items being sent or label printing issues（leading to delays in shipment and return/refund initiation）. Warehouse system issues can also lead to missing/wrong items being sent to customers. | Evidence/documentation that shows the actions/steps taken by the seller to resolve the issue. It should include support chat screenshots, API issue screenshots if applicable, seller/Account Manager emails, etc. |