When to approve vs reject a return

Every return is a tradeoff between goodwill and cost. Here's a framework to decide fast.

Approve when

• Item genuinely defective or damaged in shipping — you'd lose a chargeback anyway
• Low-value item where the return cost < the restocking fee you'd collect on rejection
• Buyer has good return history (< 2 returns in 90 days)
• Seller rating is at risk — TikTok weighs return approvals in your shop health score
• Reason is "wrong size/color" on apparel — legitimate, usually resalable

Reject when

• Buyer used / damaged the item (evidence: buyer's own photos show damage)
• Reason is "changed mind" on final-sale or personalized items
• Buyer is a serial returner — 3+ returns in 90 days should trigger manual review (Foregrade flags these)
• Return window has passed — check the claim_at date against your return policy
• Item shows obvious signs of use in buyer photos

What Foregrade shows to help

On each pending return, you'll see:

• Refund amount — what you'd pay if approved
• True cost — refund + lost COGS + admin fees (the real hit)
• Buyer history — how many returns in last 90 days
• Reason code — the buyer's stated reason
• Evidence photos — if the buyer uploaded any

If you reject

You must provide a reason. Foregrade pulls valid reasons from TikTok's API (they change per locale) — the reject flow will show the current valid list. Upload evidence photos (product photos, shipping proof) to strengthen your case if the buyer disputes.

The cost of being wrong

Rejecting a legitimate return → buyer disputes → TikTok usually sides with buyer → you still refund PLUS eat shop health score hit. Better to approve when uncertain unless you have strong evidence.