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来自 TikTok Shop 官方资料快照 · 2026-09-06 12:40:51
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📌 Different order statuses require different reasons. Check the status on the left in the table to find the applicable reasons, and include the reason name as a request parameter when making the API call. If the cancel reason is not applicable for the order status, the API will return a '25001021 Reason not match order status' error.
# §3 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSITProduct wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time DELIVEREDPackage wasn't received ecom_order_delivered_refund_reason_not_received Package received but missing item ecom_order_delivered_refund_reason_missing_product Damaged item or packaging ecom_order_delivered_refund_reason_damaged Defective item ecom_order_delivered_refund_reason_defective Missing or broken parts ecom_order_delivered_refund_reason_missing_broken_parts Item doesn't match description ecom_order_delivered_refund_reason_not_match_description Wrong item was sent ecom_order_delivered_refund_reason_wrong_product_1
# §4 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
### 1st Review
Seller available reject refund reason Reason name Product delivery is on schedule reverse_reject_request_reason_4 Item is correct reverse_reject_refund_request_correct_item Products were shipped in multiple packages reverse_reject_refund_request_package_delivery_multiple_boxes Reason is unclear / lack of evidence reverse_reject_refund_request_unclear_evidence Product functions well/Incorrect usage by the customer reverse_reject_refund_request_product_function_well Product is in transit reverse_reject_refund_request_package_delivery_timing Replacement has been shipped reverse_reject_refund_request_no_reason_shipped_replacement The delivery attempt failed reverse_reject_refund_request_no_reason_failed_delivery_attempt The package has been successfully delivered to the shipping address that was provided. reverse_reject_refund_request_incorrect_address Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3
# §5 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Status Seller available initiate refund reason Reason name AWAITING_COLLECTION IN_TRANSITPackage lost seller_shipped_refund_package_lost Package delivery failed seller_shipped_refund_package_delivery_failed Missed estimated delivery date seller_shipped_refund_miss_estimated_delivery_date DELIVEREDMissing product or accessories ecom_order_delivered_refund_reason_missing_product_seller Package wasn't received ecom_order_delivered_refund_reason_not_received_seller Product doesn't match description ecom_order_delivered_refund_reason_not_match_description_seller Package or product is damaged ecom_order_delivered_refund_reason_damaged_seller Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_seller Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_seller Package lost seller_shipped_refund_package_lost Package delivery failed seller_shipped_refund_package_delivery_failed
# §7 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package didn't arrive on time buyer_refund_package_didn't_arrive_on_time DELIVERED No longer needed ecom_order_delivered_refund_reason_no_need_uk Package wasn't received ecom_order_delivered_refund_reason_not_received_uk Product doesn't match description ecom_order_delivered_refund_reason_not_match_uk Missing product or accessories ecom_order_delivered_refund_reason_missing_product_uk Package or product is damaged ecom_order_delivered_refund_reason_damaged_uk Product is defective or doesn't work ecom_order_delivered_refund_reason_defective_uk Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_uk Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_uk Other ecom_order_delivered_refund_reason_other_uk Suspected Counterfeit buyer_refund_suspected_counterfeit Does not suit me buyer_refund_does_not_suit_me Multiple sizes ordered buyer_refund_multiple_sizes_ordered Quality or style not as expected buyer_refund_quality_or_style_not_as_expected Item is too big/long buyer_refund_item_is_too_big/long Item is too small/short buyer_refund_item_is_too_small/short Ordered incorrect size buyer_refund_ordered_incorrect_size Unauthorised purchase buyer_refund_unauthorised_purchase Product is expired/spoiled buyer_refund_product_is_expired/spoiled Product not frozen on arrival buyer_refund_product_not_frozen_on_arrival
# §8 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1_uk Change of mind returns are not applicable reverse_reject_request_reason_2_uk Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3_uk Product delivery is on schedule reverse_reject_request_reason_4_uk You have reached an agreement with the buyer reverse_reject_request_reason_5_uk Unable to change address seller_reject_apply_unable_to_change_address Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §9 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Status Seller available initiate refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package lost seller_package_lost_uk Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time_seller_uk DELIVERED Missing product or accessories ecom_order_delivered_refund_reason_missing_product_seller_uk Package wasn't received ecom_order_delivered_refund_reason_not_received_seller_uk Product doesn't match description ecom_order_delivered_refund_reason_not_match_description_seller_uk Package or product is damaged ecom_order_delivered_refund_reason_damaged_seller_uk Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_seller_uk Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_seller_uk Product is defective or doesn't work ecom_order_delivered_refund_reason_defective_seller_uk Suspected Counterfeit buyer_refund_suspected_counterfeit_seller_uk
# §11 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time DELIVERED Package wasn't received ecom_order_delivered_refund_reason_not_received Product doesn't match description ecom_order_delivered_refund_reason_not_match Missing product or accessories ecom_order_delivered_refund_reason_missing_product Package or product is damaged ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective Wrong product was sent ecom_order_delivered_refund_reason_wrong_product Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Other ecom_order_delivered_refund_reason_other Suspected Counterfeit buyer_refund_suspected_counterfeit
# §12 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1 Change of mind returns are not applicable reverse_reject_request_reason_2 Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3 Product delivery is on schedule reverse_reject_request_reason_4 You have reached an agreement with the buyer reverse_reject_request_reason_5 Unable to change address seller_reject_apply_unable_to_change_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §13 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Status Seller available initiate refund reason Reason name DELIVERED Missing product or accessories ecom_order_delivered_refund_reason_missing_product_seller
# §15 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time DELIVERED Package wasn't received ecom_order_delivered_refund_reason_not_received Product doesn't match description ecom_order_delivered_refund_reason_not_match Missing product or accessories ecom_order_delivered_refund_reason_missing_product Package or product is damaged ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective Wrong product was sent ecom_order_delivered_refund_reason_wrong_product Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Suspected Counterfeit buyer_refund_suspected_counterfeit
# §16 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1 Change of mind returns are not applicable reverse_reject_request_reason_2 Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3 Product delivery is on schedule reverse_reject_request_reason_4 You have reached an agreement with the buyer reverse_reject_request_reason_5 Unable to change address seller_reject_apply_unable_to_change_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §17 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Unsupported
# §19 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time DELIVERED Package wasn't received ecom_order_delivered_refund_reason_not_received Product doesn't match description ecom_order_delivered_refund_reason_not_match Missing product or accessories ecom_order_delivered_refund_reason_missing_product Package or product is damaged ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective Wrong product was sent ecom_order_delivered_refund_reason_wrong_product Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Suspected Counterfeit buyer_refund_suspected_counterfeit
# §20 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1 Change of mind returns are not applicable reverse_reject_request_reason_2 Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3 Product delivery is on schedule reverse_reject_request_reason_4 You have reached an agreement with the buyer reverse_reject_request_reason_5 Unable to change address seller_reject_apply_unable_to_change_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §21 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Unsupported
# §23 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time DELIVERED Package wasn't received ecom_order_delivered_refund_reason_not_received Product doesn't match description ecom_order_delivered_refund_reason_not_match Missing product or accessories ecom_order_delivered_refund_reason_missing_product Package or product is damaged ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective Wrong product was sent ecom_order_delivered_refund_reason_wrong_product Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Suspected Counterfeit buyer_refund_suspected_counterfeit
# §24 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1 Change of mind returns are not applicable reverse_reject_request_reason_2 Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3 Product delivery is on schedule reverse_reject_request_reason_4 You have reached an agreement with the buyer reverse_reject_request_reason_5 Unable to change address seller_reject_apply_unable_to_change_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §25 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Unsupported
# §27 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time Wrong delivery information ecom_order_shipped_refund_wrong_delivery_info Other ecom_order_shipped_refund_other DELIVERED No longer needed ecom_order_delivered_refund_reason_no_need Package wasn't received ecom_order_delivered_refund_reason_not_received Product doesn't match description ecom_order_delivered_refund_reason_not_match Missing product or accessories ecom_order_delivered_refund_reason_missing_product Package or product is damaged ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective Wrong product was sent ecom_order_delivered_refund_reason_wrong_product Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Suspected Counterfeit buyer_refund_suspected_counterfeit Other ecom_order_delivered_refund_reason_other
# §28 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1 Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3 Product delivery is on schedule reverse_reject_request_reason_4 You have reached an agreement with the buyer reverse_reject_request_reason_5 Unable to change address seller_reject_apply_unable_to_change_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §29 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Unsupported
# §31 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time DELIVERED Package wasn't received ecom_order_delivered_refund_reason_not_received Product doesn't match description ecom_order_delivered_refund_reason_not_match Missing product or accessories ecom_order_delivered_refund_reason_missing_product Package or product is damaged ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective Wrong product was sent ecom_order_delivered_refund_reason_wrong_product Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Suspected Counterfeit buyer_refund_suspected_counterfeit
# §32 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Buyer return reason is not valid reverse_reject_request_reason_1 Change of mind returns are not applicable reverse_reject_request_reason_2 Not eligible for return (e.g. used or broken) reverse_reject_request_reason_3 Product delivery is on schedule reverse_reject_request_reason_4 You have reached an agreement with the buyer reverse_reject_request_reason_5 Unable to change address seller_reject_apply_unable_to_change_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return Buyer's responsibility for incorrect address seller_reject_apply_buyer's_responsibility_for_incorrect_address Item is correct seller_reject_apply_item_is_correct Products will be sent separately seller_reject_apply_products_will_be_sent_separately Reason is unclear or lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product functions well/Buyer use in wrong way seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_/_lack_of_evidence Product is shipped and parcel cannot be recalled back from logistics. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time
# §33 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Status Seller available initiate refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time_seller Package lost seller_package_lost DELIVERED Missing product or accessories ecom_order_delivered_refund_reason_missing_product_seller Package wasn't received ecom_order_delivered_refund_reason_not_received_seller Product doesn't match description ecom_order_delivered_refund_reason_not_match_description_seller Package or product is damaged ecom_order_delivered_refund_reason_damaged_seller Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_seller Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_seller Product doesn't match description ecom_order_delivered_refund_reason_not_match_seller Product is defective or doesn't work ecom_order_delivered_refund_reason_defective_seller Suspected Counterfeit buyer_refund_suspected_counterfeit_seller
# §35 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package wasn't received ecom_order_delivered_refund_reason_not_received Defective item ecom_order_delivered_refund_reason_defective Damaged item or packaging ecom_order_delivered_refund_and_return_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective
# §36 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence You have reached an agreement with the customer reverse_reject_request_reason_5 Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product is in transit seller_reject_apply_package_has_not_exceeded_estimated_delivery_time The package has been successfully delivered to the shipping address that was provided. seller_reject_apply_buyers_responsibility_for_incorrect_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return
# §37 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Status Seller available initiate refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package lost seller_package_lost Missed estimated delivery date seller_shipped_refund_miss_estimated_delivery_date Package lost seller_shipped_refund_package_lost Package delivery failed seller_shipped_refund_package_delivery_failed Package lost ecom_seller_order_delivered_refund_reason_return_proxy_app DELIVERED Missing products or accessories ecom_order_delivered_refund_reason_missing_product_seller Package or product is damaged ecom_order_delivered_refund_reason_damaged_seller Product doesn't match description ecom_order_delivered_refund_reason_not_match_description_seller Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_seller Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_seller Package wasn't received ecom_order_delivered_refund_reason_not_received_seller Missed estimated delivery date seller_shipped_refund_miss_estimated_delivery_date Package lost seller_shipped_refund_package_lost Package delivery failed seller_shipped_refund_package_delivery_failed Package lost ecom_seller_order_delivered_refund_reason_return_proxy_app
# §39 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package wasn't received ecom_order_delivered_refund_reason_not_received Defective item ecom_order_delivered_refund_reason_defective Damaged item or packaging ecom_order_delivered_refund_and_return_reason_damaged Product is defective or doesn't work ecom_order_delivered_refund_reason_defective
# §40 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence You have reached an agreement with the customer reverse_reject_request_reason_5 Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Product is in transit seller_reject_apply_package_has_not_exceeded_estimated_delivery_time The package has been successfully delivered to the shipping address that was provided. seller_reject_apply_buyers_responsibility_for_incorrect_address Need to apply for refund&return seller_reject_apply_need_to_apply_for_refund&return
# §41 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Status Seller available initiate refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package lost seller_package_lost Missed estimated delivery date seller_shipped_refund_miss_estimated_delivery_date Package lost seller_shipped_refund_package_lost Package delivery failed seller_shipped_refund_package_delivery_failed Package lost ecom_seller_order_delivered_refund_reason_return_proxy_app DELIVERED Missing products or accessories ecom_order_delivered_refund_reason_missing_product_seller Package or product is damaged ecom_order_delivered_refund_reason_damaged_seller Product doesn't match description ecom_order_delivered_refund_reason_not_match_description_seller Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_seller Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_seller Package wasn't received ecom_order_delivered_refund_reason_not_received_seller Missed estimated delivery date seller_shipped_refund_miss_estimated_delivery_date Package lost seller_shipped_refund_package_lost Package delivery failed seller_shipped_refund_package_delivery_failed Package lost ecom_seller_order_delivered_refund_reason_return_proxy_app
# §42 EU market(s)
Currently, supported EU markets include:
Spain (ES)
Ireland (IE)
France (FR)
Germany (DE)
Italy (IT)
# §43 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT DELIVERED No longer needed ecom_order_delivered_refund_reason_no_need Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date Package wasn't received ecom_order_delivered_refund_reason_not_received Other ecom_order_delivered_refund_and_return_reason_other Wrong product was sent ecom_order_delivered_refund_and_return_reason_wrong_product Product is defective or doesn't work ecom_order_delivered_refund_and_return_reason_defective Package or product is damaged ecom_order_delivered_refund_and_return_reason_damaged Missing product or accessories ecom_order_delivered_refund_and_return_reason_missing_product Product doesn't match description ecom_order_delivered_refund_and_return_reason_not_match_description Does not suit me buyer_return_and_refund_does_not_suit_me Item is too big/long buyer_return_and_refund_item_is_too_big/long Item is too small/short buyer_return_and_refund_item_is_too_small/short Multiple sizes ordered buyer_return_and_refund_multiple_sizes_ordered Quality or style not as expected buyer_return_and_refund_quality_or_style_not_as_expected Unauthorized purchase buyer_return_and_refund_unauthorised_purchase Product is expired/spoiled buyer_return_and_refund_product_is_expired/spoiled Product not frozen on arrival buyer_return_and_refund_product_not_frozen_on_arrival Ordered incorrect size buyer_return_and_refund_ordered_incorrect_size
# §44 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Product delivery is on schedule reverse_reject_request_reason_4_uk Change of mind returns are not applicable reverse_reject_request_reason_2_uk Product delivery is on schedule order_manage_list_action_respond_popup_reject_reason_delivered_uk The package has been successfully delivered to the shipping address that was provided. seller_reject_apply_buyer's_responsibility_for_incorrect_address Product functions well/Incorrect usage by the customer seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Parcel Delivered but Buyer did not receive, need more information seller_reject_apply_reason_is_unclear_/_lack_of_evidence Reason is unclear / lack of evidence seller_reject_apply_reason_is_unclear_or_lack_of_evidence Reached an agreement with the customer order_manage_list_action_respond_popup_reject_reason_buyer_agree You have reached an agreement with the customer reverse_reject_request_reason_5 Product is in transit seller_reject_apply_package_has_not_exceeded_estimated_delivery_time Your products were shipped by multiple packages. seller_reject_apply_products_will_be_sent_separately Product shipped. Tracking updates will be available soon. seller_reject_apply_product_has_been_packed
# §45 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Order Stauts Seller available initiate refund reason Reason name AWAITING_COLLECTION IN_TRANSIT Package lost seller_package_lost Product wouldn't arrive on time ecom_order_shipped_refund_reason_not_arrive_on_time_seller DELIVERED Missing products or accessories ecom_order_delivered_refund_reason_missing_product_seller Package wasn't received ecom_order_delivered_refund_reason_not_received_seller Product doesn't match description ecom_order_delivered_refund_reason_not_match_description_seller Package or product is damaged ecom_order_delivered_refund_reason_damaged_seller Wrong product was sent ecom_order_delivered_refund_reason_wrong_product_seller Missed estimated delivery date ecom_order_delivered_refund_reason_missed_delivery_date_seller Product is defective or doesn't work ecom_order_delivered_refund_reason_defective_seller Suspected Counterfeit buyer_refund_suspected_counterfeit_seller
# §47 Buyer Initiates Refund ReasonBuyer Initiates Refund Reason
Order status Buyer available refund reason Reason name AWAITING_COLLECTION IN_TRANSIT DELIVERED No longer needed (Item must be returned in sealed/original condition). ecom_order_delivered_refund_reason_no_need Product didn't arrive on time. ecom_order_shipped_refund_reason_not_arrive_on_time_JP Didn't receive package. ecom_order_delivered_refund_reason_not_received Received package but some items are missing. ecom_order_delivered_refund_reason_missing_product_JP Received package but missing parts or accessories. ecom_order_delivered_refund_and_return_reason_missing_parts_JP Product doesn't match description. ecom_order_delivered_refund_and_return_reason_not_match_description_JP Package or product is damaged. ecom_order_delivered_refund_reason_damaged Product is defective or doesn't work. ecom_order_delivered_refund_reason_defective Wrong product sent. ecom_order_delivered_refund_and_return_reason_wrong_product_JP Missed estimated delivery date. ecom_order_delivered_refund_and_return_reason_missed_delivery_date_JP
# §48 Seller Reject Refund Request ReasonSeller Reject Refund Request Reason
Seller available reject refund reason Reason name Reason is unclear / lack of evidence. reverse_reject_refund_request_unclear_evidence_Test Product shipped. Tracking updates will be available soon. ecom_reverse_reject_cancel_reason_product_packed The delivery attempt failed. ecom_reverse_reject_refund_request_failed_delivery Products were shipped in multiple packages. ecom_reverse_reject_refund_request_package_delivery_multiple_boxes Replacement has been shipped. ecom_reverse_reject_refund_request_replacement_shipped Reached an agreement with the customer. ecom_reverse_reject_apply_buyer_agree_jp Product delivery is on schedule. seller_reject_apply_reason_delivered_jp The package has been successfully delivered to the shipping address that was provided. seller_reject_apply_buyers_responsibility_for_incorrect_address Item is correct. seller_reject_apply_item_is_correct Product delivery is on schedule. seller_reject_apply_package_has_not_exceeded_estimated_delivery_time Product functions well/Incorrect usage by the customer. seller_reject_apply_product_functions_well/buyer_use_in_wrong_way Reason is unclear / lack of evidence. seller_reject_apply_reason_is_unclear_or_lack_of_evidence Unable to change address. seller_reject_apply_unable_to_change_address
# §49 Seller Initiates Refund ReasonSeller Initiates Refund Reason
Seller available initiate refund reason Reason name Missing products or accessories ecom_order_delivered_refund_reason_missing_product_seller General adjustment. ecom_order_delivered_refund_reason_general_adjustment Package wasn't received. ecom_order_delivered_refund_reason_not_received_seller Product doesn't match description. ecom_order_delivered_refund_reason_not_match_description_seller Package or product is damaged. ecom_order_delivered_refund_reason_damaged_seller Wrong product was sent. ecom_order_delivered_refund_reason_wrong_product_seller Missed estimated delivery date. ecom_order_delivered_refund_reason_missed_delivery_date_seller Package lost. seller_package_lost Package lost. seller_shipped_refund_package_lost Package delivery failed. seller_shipped_refund_package_delivery_failed Missed estimated delivery date. seller_shipped_refund_miss_estimated_delivery_date Package lost. ecom_seller_order_delivered_refund_reason_return_proxy_app
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