Non-Buyer Fault Return & Refund Rate Best Practices and FAQs
Captured: TikTok page date: Hash: a4ce4e0072ef
Creator TL;DR
AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
This page explains how to find your Non-Buyer Fault Return and Refund Rate in Seller Center and gives practical tips to reduce returns and refunds caused by issues other than buyer fault. It also notes that this metric is one of six that contribute to Shop Performance Score.
Key points
Find the metric in Seller Center under Account Health > Shop Performance Score.
Open Non-Buyer Fault Return and Refund Rate in the Customer Service section.
Review Problem Order Details after selecting the metric.
Set accurate customer expectations with clearer product details and functionality info.
Do not make exaggerated claims in product listings.
Make sure packages include all items shown on the product detail page, including instructions, cords, and accessories.
Consider Fulfilled by TikTok (FBT) for storage, picking, packing, and shipping.
Monitor return/refund requests regularly and follow up with customers when needed.
Say / show
Use clearer product listings with more detail about product functionality.
Include any visible differences in the product listing.
Ship complete packages with all listed contents.
Track return/refund status and respond to customers promptly.
Use FBT if you want TikTok warehouses to handle logistics-related tasks.
Do not say / show
Make exaggerated claims in product listings.
Assume missing instructions, cords, or accessories are acceptable if they are listed on the product detail page.
Ignore after-sales requests or let return/refund orders sit without follow-up.
Violation risks
Higher Non-Buyer Fault Return and Refund Rate.
Negative impact on Shop Performance Score.
Incomplete shipments may lead to returns or refunds.
Misleading product claims may create customer dissatisfaction and returns.
Who it affects
Creators and sellers managing TikTok Shop orders.
Shop operators monitoring Shop Performance Score.
Teams handling customer service and after-sales requests.
Source notes
The source says Non-Buyer Fault Return and Refund Rate is one of six metrics contributing to Shop Performance Score.
The source says FBT logistics-related experience will be exempted from Shop Performance Score calculations.
Verify these tips against the TikTok source before acting, especially for current program rules and metric handling.
Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1
Readable Policy Copy
Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.
In this guide, you will learn about:
Steps to monitor your Non-Buyer Fault Return and Refund Rate
Best practices to address common reasons for return and refunds
Non-Buyer Return and Refund Rate is one of six metrics contributing to your Shop Performance Score. Learn more about the other metrics in our Guide to Shop Performance Score.
How to See Your Non-Buyer Fault Return and Refund Rate
To see your Non-Buyer Fault Return and Refund Rate, follow these steps:
Head to Seller Center homepage
Use the sidebar to navigate to Shop Performance Score under Account Health
Scroll down to the Monitor the following metrics section
Under Customer Service, click on Non-Buyer Fault Return and Refund Rate
Scroll down to the Problem Order Details section
Best Practices
Check out these videos to help lower your NBFR!
Additional Tips
Manage customer expectations
Providing more details about product functionalities and mention if there might be any visible differences in your product listings.
Avoid exaggerated claims in your product listings.
Check packages for complete contents
Your shipment should include everything that is listed in your product detail page, including instructions, cords, and accessories.
TikTok warehouses handle the storing, picking, packing, and shipping of orders. With FBT, any logistics-related experience will be exempted from your Shop Performance Score calculations.
Stay up-to-date on after-sales requests
Monitor the status of return/refund orders consistently and follow up with your customers as needed.